I have complained to British Gas that no smart meter in-home display was left by the previous owners of my new house.
Originally, it informed me there were none in stock and that I could not lodge a request for one to be supplied when they came into stock.
After my official complaint and once my account had been set up, I was told that as the 12-month warranty period for the replacement of the property’s in-home display had lapsed, it could not supply a new display.
I explained that the smart meter is positioned too high for me to view and that, due to my disability, I am unable to use steps, so I need access to a display.
Unheard: One request for a new smart meter display was met with inaction by British Gas
Their reaction was that I could receive monthly bills online which I would be able to view.
I stressed that this was not satisfactory and that all consumers were encouraged to have a smart meter installed to be able to monitor their electricity usage. Its reply was a repeat of their previous suggestion regarding online monthly bills.
How can I get a new in-home display? L.F via email
Harvey Dorset, of This is Money, replies: This is not the first time that British Gas customers have found themselves unable to get their hands on an in-home display that shows their energy usage in real time.
These displays allow customers to track what they are using, and take necessary measures to cut down their consumption if they need to.
Back in March, This is Money helped a reader get hold of an in-home display after they moved into a new property and found that no display had been left behind.
Following this, a number of readers contacted us with similar issues, and not just with British Gas. Customers of Ovo, E.On and Octopus Energy also got in touch with This is Money.
At the time, a British Gas spokesperson said it wanted to extend ‘the availability of replacement monitors to more customers in the coming months’.
However, it appears that customers are still waiting for in-home displays and that these requests aren’t being fulfilled by British Gas.
For many, one of the main reasons for having a smart meter installed is the ease of having an in-home display.
First introduced in 2011, smart meters offer a way for households to control their energy usage more easily.
The Government is aiming to see smart meters working in 80 per cent of households by 2025.
According to the Department for Energy Security and Net Zero, energy providers are only required to offer replacement in-home displays for a 12-month period.
After this point, the Government recommends that energy firms should still try and help customers – especially if they are vulnerable.
Its guideline policy reads: ‘Government considers that suppliers should have processes in place to support consumers who want or will benefit from a replacement in-home display beyond this 12-month period, especially for vulnerable consumers who rely on their in-home display to track spending, or those who use their display to top up a smart meter in pre-payment mode.’
However, these guidelines are voluntary, with the obligation only covering the 12-month replacement window unless they sign up to the voluntary guidelines, and not all do.
While British Gas does offer an app through which customers can track their usage, this is not in real time, instead only providing figures delayed by several days.
In your case, I am pleased to say that after speaking to British Gas, they agreed to both replace your smart meter and give you a new in-home display so that you can track your usage.
A spokesperson for British Gas said: ‘We’ve resolved this for Mrs F by replacing the old first-generation meter, which was installed by a different supplier, with a new smart meter and a new smart energy monitor. We’ve also spoken with her directly to apologise for the delay.’