Radio Teleswitch Service (RTS) phase out approach
Policy
- Publication date
Details the rules energy suppliers must follow and what they should do during the Radio Teleswitch Service (RTS) phase out for all affected consumers.
Details
The phase out of the Radio Teleswitch signal started from 30 June 2025. Energy suppliers are sharing insights and working together with government and us through a carefully managed and sequenced process.
Replaced meters
Energy suppliers are currently upgrading RTS meters with smart meters or alternative metering solutions. The number of meters that have been replaced since the start of this year has gone up. However, the phase out has now begun and there are under 300,000 RTS meters still to be upgraded.
It is important that households and businesses with an RTS meter are protected throughout this process and continue to be prioritised for replacement meter.
We’re working closely with the energy industry and government to make sure that the phase out is coordinated, controlled and flexible.
Energy suppliers must make sure that they are ready to protect and support those with an RTS meter throughout the meter replacement and phase out work. They are also responsible for protecting those who need extra help. Energy suppliers know which customers need extra help and should support them throughout this process.
What energy suppliers must do
Energy suppliers have to follow the conditions in their electricity licence.
As part of their licence conditions all households and businesses have to be treated fairly. This includes proactively identifying and supporting people that need extra help. The support for those that need extra help is specifically important for the RTS phase out because of the potential disruption to essential services for example heating or hot water. Communication to these people should be done a fair, honest, transparent and professional manner.
Clear and accessible information
Energy suppliers should provide clear, accessible and timely information to all households and business. They should increase communication with customers, for example use digital and paper communication as well as in-person visits.
Customer service standards
Energy suppliers must keep high standards of customer service and make sure that their processes are accessible, efficient and responsive. This includes avoiding rearranging appointments without good reason. They have to follow the rules in the Guaranteed Standards of Performance. These include attending scheduled meter appointments, fixing meter related faults quickly and compensating customers where service standards are not met.
Emergency support
From 1 August 2025 energy suppliers as part of their licence condition will offer an enquiry service that is available 24 hours a day 7 days a week. The service will mean that households will be able to report supply interruptions and get support. Although this rule does not start from August, we expect suppliers be prepared to respond swiftly to incidents, particularly for those who need extra help.
As best practice we expect energy suppliers, if they have not already done so, to develop and establish contact prioritisation routes that can be utilised to fast-track and prioritise calls from these consumers during the phase out period.
Prioritising people who need extra help
Energy suppliers must prioritise customers who need extra help including those who are on the Priority Services Register. They should identify those that need extra help and contact them to tell them about any potential impacts that may impact them from the RTS phase out. They should also explain available options and take the necessary steps to support these customers.
Energy suppliers are also responsible for providing their customers with an appropriate metering arrangement so that they continue to receive heating and or, hot water.
We expect them to provide emergency metering replacement solutions where necessary. This is important for households that rely on electric heating systems or live in rural or energy-inefficient homes.
Next steps
We will continue to work with the energy industry and other stakeholders throughout the RTS replacement and phase out process so that consumers are protected.