What to do if you’re having problems with your smart meter
Published 8 August 2025
Applies to England, Scotland and Wales
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Troubleshooting
It’s important to understand that smart meters and In-Home Displays (IHD) are not the same. If your IHD is not working, this doesn’t necessarily mean that your smart meter is not working. If an IHD is not showing energy use or balance, try moving it closer to your smart meter, plugging it into a different socket, or restarting it. If problems persist, energy suppliers may be able to reset the connection remotely. If this is not possible, they could send an engineer to your property to investigate further.
Examples of an ‘In-Home Display' (left) and a smart meter (right).
Report problems
If your smart meter or IHD is not working as it should, contact your energy supplier for help. If you choose to lodge a formal complaint, your energy supplier then has 8 weeks to investigate and resolve it once it has been submitted. If this is not done to your satisfaction within that timeframe, you can then raise the complaint to the Energy Ombudsman which will investigate and take the appropriate action.
Fixing or replacing an IHD
Energy suppliers are required to maintain the IHD for the first 12 months after installation of the smart meters, which may include providing repairs and replacements. In addition, all large energy suppliers have adopted the government’s ‘Smart meter IHD voluntary replacement principles’ . These ensure that consumers can access repairs and replacements after the 12-month warranty period has elapsed.
Staying on top of energy use
If an IHD is not working, you may still be able to check usage and balance through your energy supplier’s app or online account. You can always submit meter readings directly from your smart meter whilst things are being resolved.
Get additional help if you need it
The Citizens Advice Extra Help Unit can raise complaints with energy suppliers on behalf of people who may be considered vulnerable or at risk of disconnection.