Pensioner's life 'turned upside down' after smart meter row

An 85-year-old woman says her life has been “turned upside down” after a fault she claims was caused during the installation of a smart meter left her home needing a full rewire.

Mary Morgan from Baillieston has spent more than £5,000 so far on repairs and says further costs for replastering and redecorating are still to come.

She has now taken her complaint against energy supplier OVO to the energy ombudsman, which is expected to rule on the case.

Ms Morgan, who has lived in her home since 1975, says the problems began after an engineer visited on March 5 to install a smart meter. She had been told her existing meter needed to be replaced due to its age.

“I didn’t want my meter replaced in the first place, but when I received that letter from OVO, it kind of put the wind up me,” she told STV News.

“I didn’t say to my family, I phoned up myself, and they more or less said to me that it was dangerous and I had to get a replacement.

“They said it would be a smart meter because eventually every home will have one.”

She insists everything in her home was working beforehand, but says an issue became apparent as the engineer was leaving.

“He came through to explain about the wee control gadget they leave you,” she explained. “He was ready to go out the door, and I just flicked the electric light in the kitchen, and nothing happened. He said he thought something had popped in the box.”

The fault affected her ceiling lighting, leaving her without safe access around her home.

Mary said: “I had lamps, but going upstairs to the bathroom, I had to take a torch, which wasn’t very safe for me because I have advanced glaucoma. I just didn’t feel safe.”

Electricians later assessed the issue and advised that the entire property would need to be rewired. One report stated it was their professional opinion that the fault had occurred during the smart meter installation.

Since then, Ms Morgan has had to move out temporarily – first staying in a hotel and then with family – while work was carried out. She is now facing further disruption as her home undergoes cleaning, replastering and redecoration.

Mary said: “It has been £5,400 for the rewire. I don’t know what the decoration bill will be – paint, wallpaper, etc., plus the work that’s involved. Time is of the essence as well. I have a lot more years behind me than I have in front of me, to be truthful, and I feel this is just dragging on.”

She added: “My whole life has turned upside down. I just don’t know whether I’m coming or going, and I have had so much upheaval and so much worry. The tension is unbelievable.”

OVO maintains it is not responsible for the fault. In a statement, the company said there is no evidence linking the issue to the smart meter installation and noted that overhead lighting was not checked beforehand, as the work took place during daylight hours.

The supplier added that the case is now with the ombudsman, and it will await an independent assessment to reach a fair and impartial resolution.

Citizens Advice Scotland (CAS) said that while Ms Morgan’s experience is extreme, problems linked to smart meters are not uncommon.

In the last year, its advisors have supported more than 5,000 people with issues with smart meters fitted by various suppliers.

Molly Shevlin, CAS energy spokesperson, said: “What we’re seeing across the network is people struggling with faulty meters, people facing higher bills due to unsuitable tariffs after having a meter exchanged, and real difficulties even getting a meter appointment in a lot of circumstances.

“This is causing real kind of psychological harm to people and financial harm in a lot of circumstances as well.

“What Mrs Morgan also experienced with difficulties getting the supplier to engage and getting them to take responsibility, that’s the sort of thing that advises across our network at helping people with every single day.

“They are supporting people, but this is a systemic problem and this is evidence of an energy system is broken and not fit for purpose.”

For now, Ms Morgan says she simply wants the situation resolved.

She said: “I feel it’s a slap in the face. They come into my home, and then they leave me in the dark. I think it’s ludicrous, unbelievable.

“I can’t believe how it’s happened to me. I just want the whole time to go away, and the company must take some responsibility.

“At my stage in life, I just want to be happy and make nice memories, but this has just taken over everything.”