We were called out to a block of retirement flats in Torquay where residents had been left without working night storage heating during some of the coldest weeks of winter.

The issue had been ongoing for around three weeks. The flats had recently had smart meters installed, but something clearly wasn’t right. The night storage heaters, which rely on a separate off-peak supply, simply weren’t charging overnight. As a result, residents were left without heat during the day, something that is especially concerning in retirement accommodation.

What Had Gone Wrong

Night storage heaters work by charging up overnight using a lower-cost, off-peak electricity supply. This relies on the meter and wiring being set up correctly so that the off-peak circuit is energised at the right time.

In this case, the smart meter installation had been incorrectly configured. The off-peak supply wasn’t being triggered, meaning the heaters were never receiving power overnight.

Although the issue sat with the meter setup, the result was being felt inside the flats, with no heat and no clear answer as to why.

Stepping In to Investigate

We were asked to attend and take a closer look at the system. After testing the installation, it became clear that the output from the meter was not energising the night storage circuit as it should.

Rather than simply identifying the fault, we took things a step further.

We produced a clear wiring diagram of how the system was set up and how it should be operating. This included:

• How the meter output should be supplying the off-peak circuit
• What connections needed to be checked
• What tests were required to confirm correct operation
• Why the heaters were not receiving power overnight

This gave a clear, practical explanation that could be passed directly to the energy supplier.

Working with the Energy Supplier

For several weeks, the residents had been trying to get the issue resolved, but without success. The supplier had not attended, and without a clear diagnosis, the problem remained unresolved.

Using the information and diagram we provided, the supplier was able to understand exactly what needed to be done. They attended site and used our guidance to correct the issue.

The Result

Once the meter output was correctly configured, the off-peak supply was restored and the night storage heaters began working as intended.

For the residents, this meant:

• Heating restored after weeks without
• Warm homes during winter conditions
• Peace of mind that the system was safe and working correctly

Why This Matters

This situation highlights how important it is to have the right knowledge when dealing with electrical systems, particularly where different supplies and tariffs are involved.

Smart meters, off-peak supplies and heating systems all need to work together correctly. If one part is misconfigured, the whole system can fail.

It also shows the value of having a qualified electrical contractor who can not only diagnose the problem but communicate it clearly to other parties involved.

Supporting Our Local Community

We’re always proud to support local residents, especially when it comes to essential services like heating. In this case, helping to resolve the issue quickly made a real difference to people’s day-to-day comfort during winter.

If you’re experiencing issues with storage heaters, smart meters or off-peak supplies, our team is here to help.