The RTS switch-off: what you need to know

What is the Radio Teleswitch Service (RTS) and what's happening to it?

RTS is a national service that uses a radio signal to switch some electricity meters between peak and off-peak rates, sometimes called ‘day’ or ‘domestic’ and ‘night’ or ‘control’. 

It was designed for homes that use electricity for their heating and hot water, for example if you have: 

• electric storage heaters
• panel heaters
• wet electric heating, like an electric boiler
• or immersion heaters in a water tank. 

If you have a RTS meter, you may be on a tariff that charges you a different price for the electricity you use for your heating and hot water than you do for the rest of your electricity, like lighting and appliances. Some tariffs also offer lower rates at specific times of the day.

However, the technology is being switched off. If you still have a RTS meter, it is important that you contact your supplier as soon as possible to arrange an appointment to have it replaced. 

Ofgem, the energy regulator, says all energy suppliers must offer a solution for every home. So even if your supplier said no in the past, it’s worth trying again.

How will the switch-off work? 

The switch-off will be a phased process, meaning it won’t happen across the entire country at once. RTS meters are separated into groups. Different groups of meters will have their signal switched off at different times over the next few months. This may mean that some households in your area will be affected before others. 

How will you know when your switch-off is happening?

Your supplier should tell you at least two weeks in advance before the RTS signal is switched off for your meter. They will explain the impact of the switch-off for you and offer you an appointment to replace your RTS meter with an alternative. They may set up an appointment for you, with a date and time already chosen. It is important that you get an appointment and have your meter upgraded to avoid interruptions to your heating and hot water. 

Why do you need a new meter?

Once RTS is switched off:

• Your heating and hot water could stop working properly – for example, turning on or off at the wrong times.
• You may be charged the wrong amount, because your supplier won’t be able to track your energy use properly.
• Some homes may switch to a backup or old timer, so the problem might not show straight away – but it could appear after a power cut or another change.

To avoid issues or incorrect bills, it’s important to get your RTS meter replaced with a smart meter as soon as possible.

What will your RTS meter be replaced with?

Your energy supplier can replace your RTS meter with a smart meter. If you haven’t been contacted yet, get in touch with them to arrange an upgrade.

How do you contact your energy supplier to get a smart meter?

Visit your supplier’s website. Most have dedicated pages about the RTS switch-off and how to book a meter upgrade. For example, if you’re with:

• OVO
• or Scottish Power.

Not sure who your supplier is?

• Check your bills, letters, emails, or bank statements.
• If you still can't find the information, call 105 to speak to your local electricity network operator (DNO), who can tell you who your supplier is.

For a full list of UK energy suppliers, visit Ofgem’s website.

What if you don’t want the tariff you’ve been offered?

Your supplier doesn’t have to offer the exact same tariff as before, but the energy regulator says you shouldn't be worse off because of the change.

If you’re worried the new tariff will cost you more, like higher heating or night-time rates, you don’t have to accept it right away. You can raise a complaint with your energy supplier and ask them to review it.

Also, even if you have two meters (two MPANs), you should only be charged one standing charge - so make sure to check your bills.

Your supplier says they can’t give you a smart meter yet: what should you do?

If you have been contacted to say RTS is switching off in your area, and you have tried to book your meter upgrade and can’t get an appointment, you can raise a complaint. Your energy supplier must make sure you have a suitable meter installed and that your service is not disrupted. Your supplier should explain how to raise a complaint on their website, on an energy bill, or over the phone. 

If your complaint has not been resolved by your supplier, then you can raise a dispute with the Energy Ombudsman. The Energy Ombudsman is impartial and will try to resolve the issue. You can only raise a dispute with the Energy Ombudsman if:

• your complaint has not been resolved by your supplier within eight weeks
• you have received a letter stating your problem can’t be fixed.

Go to the Energy Ombudsman website to read about the process for raising a dispute.

Your supplier says they can’t give you a smart meter because of a poor network connection: what should you do?

Even if your area has poor signal, your supplier must still replace your RTS meter to ensure your heating is not disrupted. There are two main solutions in areas with poor signal.  

Your supplier could install a 4G Communications Hub when replacing an RTS meter and the smart meter cannot connect without one. This will give you a functioning and connected smart meter.  

Otherwise, they can install a meter with your tariff pre-programmed. You’ll need to send in manual readings, and you won’t get the full benefits of a smart meter, but your heating will continue to work. When the smart meter network coverage reaches your area, your supplier should arrange to connect your smart meter to the network. 

Do you have to accept a smart meter?

No, but if you refuse a smart meter, your RTS meter still needs to be replaced. Your supplier may install a meter with your tariff pre-programmed. You’ll need to send in manual readings, and you won’t get the full benefits of a smart meter, but your heating will continue to work.