The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026

• Citation: S.I. 2026/73
• Sections: 7

Section 1 Citation, commencement and interpretation

(1) These Regulations may be cited as the Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2026 and come into force on 23rd February 2026.

(2) In these Regulations, “ the Principal Regulations ” means the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015 .

Section 2 Amendment of the Principal Regulations

The Principal Regulations are amended in accordance with regulations 3 to 7.

Section 3 Amendment to regulation 2

(1) In regulation 2(1) (general interpretation)—

(2) after the definition of “electricity meter” insert—

““ first-time smart meter appointment ” means the first appointment where a supplier is to attend for the purpose of installing a smart meter at a customer’s premises;”;

(3) after the definition of “individual standard of performance” insert—

““ in-home display ” means a device which is associated with or ancillary to a smart meter in a customer’s premises that is designed to display accurate real-time information about that customer’s energy consumption including tariff or expenditure information;”;

(4) after the definition of “prepayment meter” insert—

““ Smart Energy Code ” means the document of that title required to be maintained and in force pursuant to a smart meter communication licence ;

“ smart meter ” means an electricity meter or a gas meter that meets the minimum requirements of any version of the gas smart metering equipment (GSME) technical specifications or electricity smart metering equipment (ESME) technical specifications that are contained within Schedule 9 of the Smart Energy Code, as modified from time to time in accordance with the Secretary of State’s power under section 88(1)(e) of the Energy Act 2008 or through the process outlined in section D of the Smart Energy Code;

“ smart meter communication service ” means a service provided by a person under a licence granted by the Authority under section 7AB(1) of the Gas Act and section 6(1)(f) of the Electricity Act , or by the Secretary of State under section 7AB(2) of the Gas Act and section 6(1A) of the Electricity Act (“a smart meter communication licence”);”.

Section 4 Amendment to regulation 3

(1) Regulation 3 (appointments) is amended as follows.

(2) After paragraph (1) insert—

(1A) This regulation does not apply where the request in paragraph (1) is for a first-time smart meter appointment; and—

(a) a supplier reasonably concludes that it would not be possible to successfully install a smart meter at the customer’s premises;

(b) a supplier reasonably concludes that they would not receive remote meter readings from the smart meter, either using the means provided by a smart meter communication service or otherwise; or

(c) the customer has, on or after 23rd February 2026, actively refused one or more offers of a first-time smart meter appointment or prevented access to their premises for the purpose of a first-time smart meter appointment.

(3) In paragraph (4), at the beginning, for “In” substitute “Subject to paragraph (4A), in” .

(4) After paragraph (4) insert—

(4A) Where the appointment is for a first-time smart meter appointment, reference to “within a reasonable time” in paragraph (3)(a) means on a date that is within the period of 30 working days, or 60 working days for micro-business customers, beginning with—

(a) the date on which the customer requests the appointment; or

(b) the date on which the supplier or the customer requests to rearrange the appointment.

(4B) Paragraph (4A)(a) applies where the request is made on or after 23rd February 2026.

(4C) Paragraph (4A)(b) applies where the request to rearrange the appointment is made on or after 23rd February 2026.

(5) In paragraph (9) after “paragraph (8),” insert “including where the supplier attends an appointment for the purpose of installing a smart meter,” .

Section 5 Insertion of new regulation 5A

After regulation 5 (faulty prepayment meters) insert—

Investigation of smart meters not operating as intended

(5A)

(1) This regulation applies where a customer notifies their supplier that the customer considers that their smart meter or in-home display is not operating as intended.

(2) This regulation applies to all smart meters, including those operating as a prepayment meter.

(3) Where this regulation applies, the requirements on the supplier set out in paragraph (4)(a), (b) and (c) are each an individual standard of performance.

(4) Within 5 working days of receiving a notification under paragraph (1), the supplier must—

(a) complete an initial assessment of whether the smart meter or in-home display is not operating as intended;

(b) where appropriate, take action which will assist the supplier to identify the cause of the smart meter not operating as intended or to identify whether the in-home display is not operating as intended; and

(c) offer to confirm, in writing, the nature and outcome of that initial assessment and the action taken.

(5) In this regulation—

“ customer ” includes a micro-business customer, except for the purposes of paragraph (c) of the definition of “not operating as intended”; and

“ not operating as intended ” means operating in a manner where—

the supplier is not receiving remote meter readings from the smart meter, either using the means provided by a smart meter communication service or otherwise;

the customer receives an inaccurate bill as a result of the smart meter operating as described in paragraph (a);

the in-home display is not displaying accurate real-time information about the customer’s energy consumption, including tariff or expenditure information; or

in the case of a smart meter intended to operate as a prepayment meter, the customer is unable to pay remotely in advance for the consumption of gas or electricity through that meter.

Section 6 Amendment to regulation 8

In regulation 8 (suppliers’ payment obligations) at paragraph (9)(a) after “(appointments)” insert “and regulation 5A (investigation of smart meters not operating as intended) except for the purposes of paragraph (c) of the definition of “not operating as intended”” .

Section 7 Amendment to regulation 9

In regulation 9 (exemptions and limitations to supplier payment obligations) at paragraph (8) of the definition of “customer” after “(appointments)” insert “and regulation 5A (investigation of smart meters not operating as intended) except for the purposes of paragraph (c) of the definition of “not operating as intended”” .