With tens of thousands of meters still needing to be replaced, Changeworks is urging householders to contact their energy suppliers to avoid further disruption to their electric heating and hot water as the Radio Teleswitch Service (RTS) has now been switched off.
The RTS system controls when some electric heating systems switch on and off, and when electricity switches between peak and off-peak pricing. It is commonly used in homes without access to mains gas. RTS meters rely on an outdated technology, which means affected households are being moved to a smart meter or a suitable alternative.
While energy suppliers have contacted all affected households, tens of thousands of meters still require replacement and some customers have already experienced issues following the transition.
Latest figures show there are still around 100,000 RTS meters across Great Britain, including approximately 30,000 in Scotland. While steady progress is being made to replace them, latest figures from Ofgem indicate that suppliers have not received a response or had contact from around 70,000 consumers.
This is backed up by data from a Changeworks survey last year which found that over half (58%) of Scots were unaware of the switch-off.
Now that the RTS service has ended, households that have not yet upgraded could experience disruption to their heating, hot water or electricity tariff arrangements. Some households may already be without heating or hot water and, despite the current summer temperatures, many people – particularly vulnerable households – still depend on reliable heating and hot water every day.
Households on tariffs such as Total Heat Total Control and Comfort Plus are most likely to be affected. Changeworks is urging householders to contact their energy supplier as soon as possible to arrange a replacement meter.
In the Highlands, more homes rely on electric and storage heating, fewer properties are connected to the gas grid and households are already facing higher and more volatile energy costs. There are also ongoing challenges in switching RTS meters in rural areas, including delays, technical issues and concerns about tariffs following replacement. Households on tariffs such as Total Heat Total Control and Comfort Plus are particularly at risk.
Alexander (name has been changed for anonymity), a Highland resident in his 70s, agreed to have his old Total Heat Total Control meter replaced with a smart meter. Alexander then experienced prolonged issues, as his heaters were charging for much longer than before which would have caused an increase in his energy bills, and he was getting confusing communication from his energy supplier.
After support from Changeworks, the problems were resolved and Alexander had suitable heating times and could make sense of his bills again.
Alexander said: “After my smart meter was installed, I noticed my storage heaters were charging longer than before and the bills weren’t right, as they didn’t show me what this was costing me. I was worried what this could run up a big bill – I was lucky this happened over the summer, it would have been worse if it had been winter.
“The energy supplier gave us a bit of a run-around, but the Changeworks advisor helped me make sense of what the energy supplier was saying and choose a suitable tariff and heating programme. They showed me how to use the new meter and make sense of the new bills. It was a relief to get this all sorted, so I didn’t have to worry about it.”
Christine, a householder in her 70s based in Edinburgh, experienced prolonged issues after her smart meter failed to communicate with her supplier, leaving her unable to use prepayment and charges building up in her account.
With limited IT skills, she found it difficult to manage alternative ways of paying and to communicate with her supplier. After support from Changeworks, the issue was resolved following escalation, helping her regain control of her home energy.
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.”
Ewan Fraser, Principal Advisor of Changeworks’ Affordable Warmth Services, said: “We want to make sure that anyone who thinks they may have an RTS meter contacts their energy supplier as soon as possible. The RTS system has now been switched off, so it is vital that affected households act immediately if they have not yet had their meter replaced.
“While most households will have switched over without problems, some people have experienced difficulties during or after the transition. We are particularly concerned about vulnerable households who may not have responded to letters from their supplier, may be less digitally confident, or may not realise they are affected. If you’re unsure what to do, free and impartial advice is available to help you understand your options and what to do next.”
Although all affected customers have been contacted by suppliers, many people remain unaware that the RTS service has now ended. Changeworks is urging anyone who uses electric or storage heating and is unsure about their meter type to contact their supplier immediately.
What householders should do now
- Contact your supplier to check if you have an RTS meter
- Arrange a replacement as soon as possible
- Don’t ignore communications from your supplier
- Get independent advice if you are unsure
Householders more likely to be affected are those with:
- Electric / storage heating
- Rural or off-gas home
- THTC or Comfort Plus tariff
- Radio Telemeter or Teleswitch box
For more advice, see our RTS shutdown guide. If you need additional support, our Affordable Warmth Services team can help.