THE BOTTOM LINE
- Tighter Installation Deadlines: Energy suppliers must now meet strict deadlines for first-time smart meter installations upon customer request: 30 working days for domestic customers and 60 for micro-businesses, increasing pressure on operational logistics.
- Mandatory Fault Investigation: A new 5-day window is mandated for suppliers to investigate and act on reports of malfunctioning smart meters or in-home displays, creating a clear performance standard and potential for compensation claims if missed.
- Expanded Compliance Scope: These new service standards explicitly extend to micro-businesses, broadening the regulatory reach and requiring suppliers to adapt their customer service processes for the business-to-business sector.
THE DETAILS
Coming into force on 23rd February 2026, these new regulations significantly sharpen the obligations on energy suppliers concerning the smart meter lifecycle. The primary change is the introduction of a concrete timeline for installation. Suppliers can no longer operate within a vague “reasonable time” for a customer’s first smart meter. The rules now mandate that an appointment must be offered within 30 working days for domestic premises and 60 working days for micro-businesses. This change is designed to accelerate the nationwide smart meter rollout by placing a direct, time-bound responsibility on suppliers to act swiftly once a customer has requested a device. While there are sensible exemptions—for example, if an installation is technically unfeasible or a customer refuses access—suppliers will need robust systems to manage scheduling and document any exceptions to ensure compliance.
Beyond installation, the regulations tackle the growing issue of smart meters that cease to function correctly. A new individual standard of performance has been created, requiring suppliers to act within five working days of a customer reporting a fault. This duty involves completing an initial assessment and taking appropriate action to diagnose the problem. The definition of a fault is broad, covering everything from the supplier’s inability to receive remote readings (which can lead to inaccurate bills) to an in-home display failing to provide real-time data. For suppliers, this means customer service and technical teams must be equipped to respond rapidly to fault reports to avoid breaching this new standard and incurring financial penalties.
Crucially, the regulations confirm that these enhanced standards apply to both domestic customers and micro-businesses. This ensures that small commercial enterprises receive the same protections and service levels as residential consumers, particularly regarding timely installations and post-installation support. By creating these legally enforceable benchmarks, the Gas and Electricity Markets Authority is clearly signalling a move towards greater accountability in the energy sector. For CEOs and legal counsel, this requires an immediate review of operational procedures, customer service protocols, and engineer resource management to mitigate compliance risks and uphold the new, higher standards of performance.
SOURCE: UK Statutory Instruments
