Smart meters: Consumers cannot be forced to accept smart functionality; warranties protected by law

British energy suppliers can replace aging electricity meters that have reached the end of their certified life, but they cannot compel customers to install smart meters, according to consumer-rights guidance summarized by Dean Dunham. An estimated 35-year-old meter is well beyond the typical certification window, which commonly spans about 20 years. Under Ofgem rules, once a meter’s certifiable life has expired, the supplier is legally obliged to test or replace it. The guidance stresses that while a new meter may be necessary, the government’s rollout is based on offering a smart meter, not forcing acceptance.

Consumers should make clear to their supplier that they are not refusing a new meter, but that they do not want smart functionality. The company then has two plausible options: provide a traditional replacement, though this is unlikely, or install a smart meter with the communication element disabled so the device does not transmit usage data back to the supplier. This latter arrangement is commonly called being in “dumb mode.” Some suppliers may dispute the feasibility of this option, but it is possible and should be allowed if requested. If the supplier refuses the request, households should put their position in writing and follow the firm’s formal complaints process. If the complaint remains unresolved after eight weeks, it can be escalated to the Energy Ombudsman, which has the power to order a fair resolution.

Separately, consumers seeking guidance on a faulty appliance received a similar level of statutory protection. A reader asked about a washing machine that leaked from a torn rubber seal after six months, and about warranty limitations that suggested the seal was not covered. Dean Dunham reiterates that consumer rights extend beyond warranties and are anchored in the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described; they must also be reasonably durable. A fault presenting within the first six months is presumed to have existed at the time of purchase unless the retailer can prove otherwise. In such cases, the retailer bears responsibility for a repair or replacement of the faulty part at no cost to the consumer.

A manufacturer’s warranty does not override these statutory rights. The trader, not the manufacturer, is the consumer’s contract partner. A trader cannot insist that a customer deal directly with the manufacturer to obtain a remedy. Consumers should request a free repair or replacement and put their position in writing, citing the Consumer Rights Act and their rights under the law. If the retailer refuses, they should escalate through the retailer’s formal complaints process and ask whether the trader is a member of an alternative dispute resolution scheme, such as Retail ADR or the Dispute Resolution Ombudsman. If the trader subscribes to such schemes, consumers may pursue the matter to the next stage.

The key takeaway for households is that while suppliers may need to replace aging meters, they cannot force a move to smart functionality without consent. Similarly, when a product fails, statutory rights under the Consumer Rights Act 2015 provide stronger protection than warranty terms alone, ensuring a repair or replacement where faults existed early in the product’s life. Consumers are advised to document communications, follow official complaint channels, and seek independent redress if necessary to secure a fair outcome.