An advice charity supporting people with their energy issues in south Wales says they’re having to deal with an increasing number of smart meter problems.

Staff at Citizens Advice Rhondda Cynon Taff ( CARCT) say smart meter issues are leading to too many of their clients being in the dark about their energy use and resulting bills.

Team Leader Kiera Hughes oversees a group of advisors at the charity, with her team dealing with a rise of cases this year.

She said: “Some clients who want smart meters are unable to have them due to signal issues, location, or installation challenges. As a result, many clients receive estimated bills, which are often higher than their actual usage. This frequently leads to financial strain and arrears.

“The second trend involves clients with faulty meters or smart meters. Often, clients are unaware that their meters are faulty for extended periods, causing their bills to shift from accurate readings to estimates. This similarly increases the likelihood of arrears.

“In addition, the team is seeing an increasing number of cases where energy suppliers are installing smart prepayment meters for vulnerable clients who are unable to manage them effectively. This is frequently placing clients into further deficit, causing significant distress, and increasing reliance on fuel vouchers.”

The teams dedicated advisors are working with clients to make formal complaints to energy providers where necessary and when they’re not being resolved in a timely or satisfactory manner, escalating those complaints to the Energy Ombudsman or even the Chief Executive level.

Kiera Added: “We have raised issues to CEO level on a couple of occasions. It’s definitely a last resort, but I have seen it work in resolving issues.

“More often than not, we’re there to help people get through these issues with things like budgeting techniques and exploring options like Fuel Direct or alternative tariffs.

“Requests for help certainly increase during these winter months, so we’re also here to help with energy efficiency measures like duvets, blankets and radiator covers.”

Fuel Direct is a government scheme designed to help people struggling to pay for their energy bills if they receive certain benefits like Universal Credit, Jobseeker’s Allowance, Employment and Support Allowance, Income Support Allowance and Pension Credit.

The scheme allows payments to be deducted from benefits payments and sent to an energy provider directly to help reduce any energy debts.

As well as supporting people with their energy bills, CARCT’s Trust funded project has helped to maximise client income by £820,000 this financial year.

In the last six months alone, the team have supported more than 600 people who were at risk of or facing fuel poverty.

The project is helping people like Kirsty* and Paul* – a couple who purchased a new property in 2024 with their two young children. Despite not immediately moving in due to extensive renovation work needed, they received a bill from their energy provider for almost £2,500. Questioning this, the couple approached the Citizens Advice team for help.

Upon inspection, the energy provider had billed on estimated readings rather than actual readings. With meter readings taken, the overall bill reduced to just under £400. An affordable repayment plan was also agree, easing the client’s financial pressure. This outcome brought significant relief, removed the fear of having to repay a large incorrect debt, and meant the client no longer felt compelled to cut short their maternity leave, allowing them to focus on their family without ongoing financial anxiety.

Caitlin Tempest, the charity’s Operations Manager, said: “I think one of the biggest issues we’re seeing is that so many people are in need of energy support but just don’t know it. But because energy bills and tariffs are so confusing, people recognise the need for support once they look into it all. It’s great the British Gas Energy Trust provide funding in such a generous and flexible way, so we’re able to reach the people who really need our help.”

*names changed to protect identity

To find money and energy advice local to you, please click here.