An 87-year-old woman in Llangynwyd, near Bridgend, claims faulty smart meters led to her spending the winter in one small, heated room due to fears of abnormally high bills. Diana Bowen’s problems began in June 2020, when she received a bill of £600 despite the warm weather. Despite only using a small amount of energy across winter, Mrs Bowen continued to pay the hundreds of pounds demanded by suppliers Octopus Energy until, in January 2021, black mould began to appear in parts of her home. Only then did Mrs Bowen’s family become fully aware of her situation.
Mrs Bowen’s son Martin has argued that energy companies must do more to protect elderly customers from potential rises in bills, particularly those who fear the automation of their heating system. Octopus Energy denied that the smart meter was faulty, although it did replace it and wipe the outstanding debt. The company has also installed a new, more reliable device to measure energy usage.
Almost four million smart meters in the UK may not be working correctly, according to figures from the Department of Energy Security and Net Zero. While the devices, which eliminate the need for manual readings and estimated bills, have the potential to bring huge benefits, there have been instances of malfunction, leading to excessively high bills.
Citizens Advice has recommended its smart meter checker service for those experiencing issues, as well as urging consumers to contact the energy ombudsman if suppliers fail to resolve concerns within eight weeks. The charity’s Gillian Cooper has suggested the UK government implements clearer systems of consumer protection, and that regulator Ofgem begins to hold energy firms to account more stringently. Meanwhile, Rachel Bowen, Director of Policy at the Older People’s Commissioner for Wales, has called for energy providers to understand the needs of older, vulnerable customers at risk of high bills and reduce the risk of fuel poverty
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