British Gas doesn’t want me to have a new home display for my smart meter, even though I’ve offered to pay for it – how can I get my hands on one now?
- A reader moved into a house without an in-home display for his smart meter
- British Gas said they couldn’t replace it because it was over its 12 month warranty
- Our reporter intervened – and managed to get British Gas to send a new one
I am writing this in the hope that you can help me with a dispute I have had with British Gas over the past year.
In July 2022 I moved to a new house. The house had a smart meter, but there was no built-in display left in the house by the previous residents.
In my previous place of residence, I found the home screen invaluable in helping me manage my energy consumption.
The British Gas app is very good, but it doesn’t provide real-time data and the gauges you can buy online only measure individual appliances – and don’t measure for gas, of course.
Smart Delay: Our reader moved into a new home that didn’t have a smart display in the house and British Gas said they couldn’t supply a new one because the 12 month warranty had expired
After requesting a replacement screen from British Gas and despite the Citizens Advice Bureau agreeing with my argument, British Gas has refused to provide a ‘Letter of Deadlock’ allowing me to take this to the Ombudsman.
The reason being this is a ‘policy decision’ and they say they won’t be replacing any screens after a 12 month period.
I’ve even offered to pay for a new screen, but this has fallen on deaf ears.
I would appreciate any help you can provide on this matter. Via email
Helen Kirrane from This is Money replies: The controversial rollout of smart meters has been advertised as a beneficial solution for consumers in the current cost of living and energy crisis.
TV adverts and even British Gas marketing refer to these screens, so you’d think they’d make it as easy as possible for customers to track their energy use through a screen in the home.
I asked British Gas what was going on in your case and why they couldn’t give you a new display for the smart meter in your home.
I’m glad to hear that British Gas is taking care of installing new smart meters with an in-home display.
You were right that the reason why British Gas initially refused to give you a new home display was because it had exceeded its 12 month warranty.
British Gas will replace a screen if it breaks after the warranty is up, but I think it’s stupid that they wouldn’t give you a screen in your case because you moved into a new house where the previous occupants hadn’t left one.
A spokesman for British Gas replies: ‘Mr C’s’ in-home display was installed in 2019 and the 12 month warranty has expired. His smart meters give accurate readings and he can track his energy consumption online.
“We understand Mr. Collins’ concerns and are contacting him to install new smart meters with a display in the home as a gesture of goodwill.”
When it comes to purchasing a new appliance for the home, the British Gas spokesperson said: ‘All smart energy monitors across the industry are covered by a 12-month warranty and customers can track their energy use through their online account or app.
“In the unlikely event that a smart energy monitor breaks after the warranty has expired, we will provide replacement products to some customers, such as vulnerable customers without internet access. We are also testing a replacement display system for the home.’