Alexander (not his real name for anonymity), a Highland resident in his 70s, contacted Changeworks after experiencing issues following the replacement of his Total Heat Total Control (THTC) meter with a smart meter.
After the installation, his storage heaters began charging for much longer than before, which risked increasing his energy costs. At the same time, his energy bills were difficult to understand, making it hard for him to see what he was being charged.
Alexander contacted his energy supplier, but found the information he received confusing, making it difficult to resolve the problem or understand what changes had been made to his heating setup.
With support from a Changeworks advisor, Alexander was able to make sense of the information provided by his supplier and choose a more suitable tariff and heating programme. He was also shown how to use his new meter and understand his energy bills. Following this support, his heating times were corrected and he regained confidence in managing his energy use.
Alexander said:
“After my smart meter was installed, my storage heaters were charging for much longer than before and the bills I received didn’t show clearly what this was costing me. I was worried it could lead to high costs, especially over the winter.
The energy supplier gave us a bit of a run-around, but the Changeworks advisor helped me make sense of what was being said and choose a setup that worked for me. They showed me how to use the meter and understand my bills. It was a relief to get it all sorted so I didn’t have to worry about it.”
This case highlights some of the challenges households can face following an RTS meter replacement, particularly where changes to heating patterns, tariffs and billing are not clearly explained. It also shows the difference that clear, independent advice and practical support can make in helping people regain control of their energy.