UK OFGEM issued consultation on smart meter guaranteed standards of performance (GSOP), and proposed new rules to boost smart meter standards and compensation.
Summary
Part of UK OFGEM plans to improve energy supplier services and review the GSOP.
Proposals comprise of four new rules including shorter waiting times for installation appointments (6 weeks); compensation for failed installations that are supplier fault.
Quicker repairs for problems, with a resolution plan provided by 5 working days; and compensation for meters not operating in smart mode if not fixed within 90 days.
These standards could also apply to business consumers eligible for a smart meter
Guaranteed standards were introduced to ensure energy suppliers offer appropriate service levels, with customer compensation payments when these are not met.
Part of commitments in the Sep. 2024 consumer confidence program which sets out a vision to deliver service fit for a complex market transitioning towards net zero.
This also aims to ensure good outcomes for consumers in vulnerable situations.
UK OFGEM confirmed earlier in 2025 that the guaranteed standards compensation level would rise from £30 to £40, and is also proposing to current wording to clarify that the 2015 regulations apply to smart meters, as well as traditional meters.
