Matthew Lee: the clock is ticking for suppliers and the energy regulator Ofgem to fix this problem

From 30 June, tens of thousands of households in Scotland could be left without heating and hot water due to the radio teleswitch (RTS) meter switch-off.

Once the switch off begins, anyone with an RTS meter could lose their heating and hot water or be unable to turn off their heating. People moving from an RTS meter may be worse of financially when they switch from RTS-specific tariffs. These effects will be highly disruptive and expose people to serious harm. People with RTS meters are rightly concerned about what will happen to them. The clock is ticking for suppliers and the energy regulator Ofgem to fix this problem. 

RTS meters allow people to heat their homes using electricity. They work by moving between peak and off-peak rates when they receive a radio signal. The infrastructure that supports these meters is old and increasingly difficult to maintain. Now that the RTS system has reached the end of its lifespan, it will be phased out between the end of June and 30 September. In practical terms, suppliers need to replace RTS meters with new smart meters to ensure household have heating and hot water. 

CAB advisers are supporting people with RTS meters, many of whom are experiencing vulnerable situations. Hotspot areas, including Glasgow, Aberdeenshire, the Highlands and island communities, are especially exposed to the switch-off. However, every community in Scotland will feel its damaging impact. That makes it critical for suppliers to deal with the switch-off urgently.  

The CAB network has highlighted several issues with the switch-off. There are persistent problems securing meter replacement appointments. Suppliers are also missing appointments or not completing meter replacements. Missed and failed appointments have negative consequences on people’s lives. One of the worst examples happened to Dugald, who is in his 90s and lives alone. He needed four engineering visits replace his RTS meter. Throughout this time, Dugald was frightened about the prospect of losing his heating and hot water. Dugald’s experience shows suppliers must improve their approach. People’s wellbeing and dignity is at risk.  

A common reason for failed appointments is smart meters not connecting. Recent changes to smart meter rules mean suppliers have more ways establishing smart meter connections. Suppliers need to take advantage of these changes and speed up RTS meter replacements.  

Replacing RTS meters can involve repairs like rewiring. CAB advisers are aware of households paying for this work themselves. The switch-off is creating extra financial pressure on top of the hardship caused by soaring energy prices. Ofgem should ensure that people are reimbursed for RTS-related repairs. No one should be out of pocket because of the switch-off. 

People with RTS meters need decisive action from suppliers and Ofgem. Suppliers should increase the number of meter replacement appointments available. They also need to reduce the number of no-shows and failed appointments. Ofgem is changing its rules to encourage a faster response to the switch-off. With these new rules, Ofgem can – and should – act against suppliers who fail to meet their obligations. The stakes are too high and time is too short for anything other than taking decisive, urgent action. 

Dr Matthew Lee is part of the Social Justice team at Citizens Advice Scotland.

This column was first published in the Herald.