Ofgem has announced a major rule change after smart meter faults left thousands of homes without power overnight.
From August, energy suppliers will be required to provide round-the-clock customer support to anyone cut off by meter failures.
The move is aimed at improving protections as the UK transitions to smarter energy systems.
Ofgem estimates that over 80,000 customers contact their supplier each year for meter faults that occur outside normal working hours. While some energy companies already offer 24/7 support, many still do not.
This means that if a customer loses power overnight, on a weekend, or during a bank holiday, they may be unable to report the fault or get help until the next working day - or even later.
The changes will come into effect from August 1.
The move is aimed at improving protections as the UK transitions to smarter energy systems
GETTYOfgem has determined that suppliers hold ultimate responsibility for resolving these issues.
Currently, many customers face significant delays in getting assistance if their power is cut off outside regular business hours.
This can be particularly problematic during weekends and bank holidays, when some suppliers offer no support until the next working day.
The change aims to standardise service levels across all energy companies, as some already provide 24/7 support while others do not.
Those with suppliers lacking 24/7 services cannot report faults or receive advice until business hours resume
GETTYThose with suppliers lacking 24/7 services cannot report faults or receive advice until business hours resume. This delay can leave households without power for extended periods.
The situation also creates additional pressure on emergency contact services provided by network operators.
These are the companies responsible for connecting homes and businesses to Britain's electricity network.
The inconsistency in service provision has been a growing concern, with some suppliers offering comprehensive support while others provide minimal assistance outside office hours.
The new rule forms part of Ofgem's Consumer Confidence programme, which aims to deliver a "five-star customer service fit for an increasingly complex market" as the energy sector transitions towards net zero.
Energy bills are among a number of outgoings which have soared PABeth Martin, director for consumer protection and competition at Ofgem, said: "Being cut off power can be a stressful and potentially dangerous situation, so consumers must be able to get help day or night if their meter is the cause.
"Activating this rule does not mean they cannot continue to explore alternative options, but they must make sure their customers are supported while they do, whether that's during the day, overnight, or on a weekend."
Ofgem emphasised that improving standards in the energy sector remains one of its top priorities. The regulator will continue examining where further improvements can be made.
Energy UK’s Ned Hammond said suppliers are committed to improving service, with many already offering 24/7 support. He welcomed Ofgem’s efforts to boost customer experience but warned that new requirements add costs that are passed on through bills and should be carefully considered.