A 21st-Century energy grid
Quick and easy installation
Frequently asked questions
Do I have to have a smart meter?
No, it’s up to you but we’ll install it for free and it could help you save money on your energy. The sooner you have your smart meter installed, the sooner your business can start benefiting from the benefits they offer.
How do I know that the meter installer is genuine?
We use our own, employed engineers and Morrison Utility Services engineers to carry out this work. They will produce identification when they call at your premises – please check this carefully before you let them in. If you’re in any doubt, you can check their identity by calling our Customer Contact Centre on 0345 055 0065.
Will my smart meter still work if I move energy supplier?
You’ll be free to move energy supplier at any time and we’ll do everything we can to ensure you continue to receive the benefits of smart metering. However, this service may be limited or a new supplier may not support smart meters.
What happens if the meter can't be fitted on the day?
Sometimes we might not be able to go ahead with a smart meter installation on the day. If this is the case, our engineer will explain to you why we’re not able to fit your smart meter and the steps we’ll take to enable a smart meter to be installed at a later date.
Will the meter change affect my bills?
No, the price you pay for your electricity won’t change. However, your bills will be more accurate. When our engineer installs your smart meter, they’ll simply record the final reading on your old meter and take an opening reading from the new meter. There’ll be a smooth transition and your next bill will show two sets of readings.
Will you be replacing my gas meter as well?
Yes, if you're a Dual Fuel customer we'll exchange your gas and electricity meters at the same time.
If we only supply your electricity, we’ll only be exchanging your electricity meter on our visit.
If you have a gas supply with another energy company then they should contact you separately about having a smart meter. If you move your gas supply to us, then we can arrange to change both your meters on the same visit.
I've been told I can't have a smart meter yet - why's this?
We run a personal eligibility check when you go to book your smart meter appointment to see if we can install a smart meter at your business. Whilst we continue to roll out our smart meters across Great Britain, some restrictions may apply, such as smart is not available if you just get your gas from us or if there is no signal in your area.
How can I rearrange my smart meter installation appointment?
If you need to rearrange your appointment please give us a call on 0345 366 5989. We're here from Monday to Friday 9am to 5pm.
How can my business be more energy efficient?
Read our handy tips on how your business can be more energy efficient, no matter what industry you're in.
The legal stuff
1 If you change tariff or there is a price change, part of your bill may be estimated until we get a reading for your new tariff or price.
Information throughout this page has been sourced from the 2019 Smart Meter Communications Research conducted by the Department for Business, Energy & Industrial Strategy, June 2019.