Citizens Advice Scotland (CAS) has responded to the news that Ofgem plans to get tougher with energy companies over the issue of faulty smart meters – something the charity has long called for. 

The energy regulator has announced that suppliers who provide faulty meters and poor service could be forced to pay greater compensation from early 2026.   

Angus McMillan from the Extra Help Unit (EHU) at Citizens Advice Scotland, which works to resolve problems with energy suppliers on behalf of people who may be considered vulnerable or at risk of disconnection – said:  

“We regularly support people impacted by faulty meters with issues ranging from loss of connectivity and false readings to over-charging. And too often these problems are compounded when engineers then fail to keep appointments to fix the meter.  

“Poor service like this is not just annoying. It can be devastating to households if their energy supply is interrupted or if they are over-charged, leading to real misery for those affected.  

“We have long called on Ofgem to toughen enforcement measures on suppliers who let down their customers in this way and we’re pleased to see that they have listened. We will wait to see more detail in due course, but the bottom line is that nobody should suffer because their supplier has given them a meter that doesn’t work.” 

ENDS