1 day ago
15 
THOUSANDS of households are at risk of being left without heating and hot water in weeks due to a shortage of smart meter appointments.
Homes with electricity meters that use the Radio Teleswitch Service (RTS) need to upgrade to a smart meter before June 30 – when the service is being switched off.
GettyCustomers have said they cannot get an appointment to replace their RTS meter by the June 30 deadline[/caption]
Some RTS meters automatically turn the heating and hot water system on and off at different times during the day.
This means that once the signal is switched off households could find that these systems do not work properly.
They could also end up running their heating permanently during peak time, which could cause huge bill hikes.
But a shortage of smart meter appointments means that thousands of households will not be able to make the switch before this deadline.
None of the major energy suppliers or industry regulator Ofgem were able to tell us how long customers could expect to wait for a smart meter appointment.
More than 100,000 RTS meters are still in use, according to Energy Action Scotland.
But the meters are only being replaced at a rate of around 1,000 a day, according to industry regulator Ofgem.
As a result, some customers are being offered meter replacement dates well after the deadline.
An Ofgem spokesperson said: “Suppliers need to do more and ensure customers are protected from detriment, which is why industry is putting in place a phased area-by-area shutdown beginning from 30 June.
“We have made clear that the signal serving a specific area should not be switched off until suppliers have demonstrated that they are ready and able to respond quickly to any issues customers experience.
“While this carefully managed phaseout should reassure customers that they will be protected, it remains crucial that these meters are replaced so I would urge customers to engage with their supplier when offered an appointment – even if it is after the 30 June date.”
Forums online are now inundated with energy customers complaining about being unable to secure an appointment.
One Ovo customer said he had been trying to upgrade his two RTS meters since October 2024.
An engineer visited his home that month and tried to install the meter but there was a signal issue.
How do I know if I have an RTS electricity meter?
YOU'LL be able to tell if you have a meter that relies on the RTS quite easily.
The oldest RTS-powered meters have a switch box labelled “Radio Teleswitch” located next to the physical electricity meter.
Others may have the RTS switch box included within the electricity meter as a single box on the wall.
If you’re unsure about the type of electricity meter in your home – call your supplier as they’ll usually have this information on hand.
RTS is also sometimes called dynamically teleswitched (DTS).
A fortnight ago his appointment was cancelled due to a system issue.
He added: “I tried to re-book an appointment today but all the appointments had gone and there is nothing left before 30th June.
“I was told by the operator that because it is not my fault the meters have not been changed that I would not lose electricity supply – I have little faith in this happening and dread an electric bill after the 30th of June.”
Another said their parents are in a similar position.
They said: “My parents are with Utility Warehouse but their electric supply is through Eon Next. Neither of them have contacted them about the RTS switch off.”
They added that when they called Utility Warehouse customer services they were unable to speak to anyone.
They tried to book an appointment online but every time were told: “we’re not able to provide you with a smart meter right now. Register interest and we’ll get in touch when we can.”
Another said: “I am a British Gas ‘customer’ on a fixed price tariff. Last October BG advised that my electricity meter was one of the soon to be obsolete RTS type.
“I dutifully signed into my account and tried to request a smart meter … no appointments available.
“Since then I have regularly tried to request an install … no appointments.”
Andrew Bartlett, chief executive of Advice Direct Scotland, said customers are “in the dark” about the RTS switch.
He added: “People are being given dates well after the June 30 deadline for the replacement of their RTS meters with a smart meter, even into August.
“Customers are doing the right thing by contacting suppliers to arrange their fitting, only to be given dates more than a month after the deadline.
“We are also aware anecdotally of people being wrongly told that they have nothing to fear as the cut off won’t happen until 2028.”
How long do I need to wait for an appointment?
Ovo Energy
Ovo Energy said it has appointments available to install a meter as soon as possible.
However, the availability of these appointments may vary depending on where you live.
If you are unsure of what to do or are vulnerable then you should contact Ovo as soon as possible so it can ensure you have an appointment booked in.
Customers will be able to choose which tariff they switch to and its specialist team will be on hand to help find the most appropriate one.
Octopus Energy
Octopus Energy said it has contacted every customer it thinks has an RTS meter that may not work effectively after the switch off.
It is installing nearly 20,000 meters a week and said it has the capacity to prioritise anyone who thinks they might lose their heating after the switch off.
A spokesperson said: “It’s really important that customers with RTS meters get in touch with us – but we also want them not to worry. Our team is working 7 days a week, and we’ll do our very best to make sure that no-one is left without power.”
E.ON
E.ON said it will prioritise RTS upgrade appointments and has reserved engineers to ensure it has the capacity to deliver these upgrades.
It said all RTS customers should not delay.
You should book your smart meter upgrade appointment as soon as possible to make sure your heating and hot water continues to run smoothly.
How can I improve my chance of getting an appointment?
You should regularly check your supplier’s website to see if they have released any new slots.
Most suppliers will only let you book an appointment in the next six weeks.
You can also ask your supplier how often they release new slots and on which day of the week.
For example, Octopus Energy releases new slots on a Monday but you will need to get online early to secure a space.
Most suppliers will let you register your interest online so they can notify you when new slots become available.
You can do this online through your account.
A spokesperson for Energy UK said: “We would only suggest that anyone with an RTS meter contacts their supplier as soon as possible.
“Booking a meter replacement appointment now will ensure a smooth change that enables your heating and hot water to continue operating in the same way.
“If you are worried that you have an appointment booked after 30 June, this has been taken into account as part of the phase out plan.”
Can I keep my RTS tariff?
In most cases, RTS customers will be offered a smart meter.
The smart meter operates in the same way as an RTS meter on a multi-rate tariff such as Economy 7 or Economy 10.
If that is not possible then suppliers must take all reasonable steps to provide a similar tariff, so customers do not see their bills increase.
Meanwhile, upgrading an RTS meter to a smart one should give customers access to a wide choice of smart meter only tariffs that should save them money.
If your supplier has not contacted you already then you do not need to wait for a letter or email asking you to switch.
Get in touch with your supplier directly as soon as you can.
What energy bill help is available?
There's a number of different ways to get help paying your energy bills if you're struggling to get by.
If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.
This involves paying off what you owe in instalments over a set period.
If your supplier offers you a repayment plan you don’t think you can afford, speak to them again to see if you can negotiate a better deal.
Several energy firms have schemes available to customers struggling to cover their bills.
But eligibility criteria vary depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £2,000.
British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.
You don’t need to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.
Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).
The service helps support vulnerable households, such as those who are elderly or ill.
Some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you’re struggling.
Get in touch with your energy firm to see if you can apply.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
Plus, you can join our Sun Money Chats and Tips Facebook group to share your tips and stories
Bengali (Bangladesh) · 
English (United States) ·