British Gas won't let me have a new home display for my smart meter even though I offered to pay for it: How can I get my hands on one now?

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I am writing with the hope you will be able to help me with a dispute I have been having with British Gas for the past year.

I moved into a new-build property in July 2022. The property had a smart meter, however there was no in-home display left in the property by the prior residents.

In my prior residence I found the in-home display invaluable for helping to manage my energy usage.

The British Gas app is very good, but it does not provide real-time data, and the measuring devices you can buy online measure single devices only - and of course will not measure for gas.

Smart delay: Our reader moved into a new home which didn't have an in-home smart display and British Gas said they could not provide a new one as it was out of its 12-month warranty

Having requested a replacement display from British Gas, and despite the Citizens Advice Bureau agreeing with my argument, British Gas has refused to provide a 'Letter of Deadlock' which would allow me to take this to the ombudsman. 

Its reason being this is a 'policy decision' and they say they will not replace any display after a 12-month period.

I have even offered to pay towards a new display, but this has fallen on deaf ears.

I would appreciate any help in this matter that you can provide. Via email

Helen Kirrane of This is Money replies: The controversial smart meter rollout has been advertised as a beneficial solution for consumers in the current cost of living and energy crisis.

TV adverts and even British Gas marketing reference these displays, so you would think they would make it as easy as possible for customers to monitor their energy use through an in-home display.

I asked British Gas what was going on in your case and why they were unable to give you a new in-home display for the smart meter in your home.

I am pleased to hear that British Gas will arrange for you to have new smart meters installed with an in-home display.

You were right that the reason Britsh Gas initially refused to give you a new in-home display was because it was over the 12-month guarantee.

British Gas will replace a display if it breaks after the warranty ends, but I think it's daft that in your case they wouldn't provide you with one as you moved into a new home where one had not been left by the previous occupants.

A spokesman from British Gas replies: 'Mr C's' in-home display was installed in 2019 and is out of its 12-month warranty. His smart meters are providing accurate readings and he can monitor his energy usage online.

'We understand Mr Collins' concerns and are reaching out to him to arrange to install new smart meters with an in-home display as a goodwill gesture.'

When it comes to getting a new in-home device, the British Gas spokesman said: 'All smart energy monitors across the industry are covered by a 12-month guarantee and customers can monitor their energy usage through their online account or app.

'In the unlikely event of a smart energy monitor breaking after the warranty ends, we will provide replacements to some customers - such as vulnerable customers without internet access. We are also trialling a replacement in-home display scheme.'