Christine, a householder in her 70s based in Edinburgh, contacted Changeworks after experiencing issues following the replacement of her RTS meter.
While her new smart meter was installed successfully and her heating continued to work as expected, the meter failed to communicate with her supplier. As a result, readings were not being shared and she was unable to use her preferred prepayment method.
Christine remained in regular contact with her supplier, but the issue was not resolved for around 15 months. During this time, charges built up on her account, and she was contacted by a debt collection agency. With limited IT skills, she found it difficult to manage alternative ways of paying.
With support from a Changeworks advisor, the issue was escalated several times, including to the Energy Ombudsman. Following sustained intervention, the problem was resolved and Christine was able to regain control of her energy account and payment method.
Christine said:
“After my smart meter was installed, it wasn’t working properly with my supplier, which made it hard to stay on top of my payments. It took quite a while to get sorted, and the build-up of charges was really worrying. Having someone to support me and keep things moving made a real difference. I’m relieved it’s now resolved and I can manage my energy in the way that works for me.”
This case highlights some of the challenges households can face during the RTS transition, particularly where technical issues, delays and communication barriers arise. It also shows the difference that ongoing advice and support can make.