Smart meter installation

Information about smart meters and what to expect on installation day.

Will it cost me anything to have my meters changed and smart meters installed?

No, there's no cost associated with changing your meters to smart meters.

How long will it take to change my meters?

It'll take around an hour to fit each smart meter, so we’ll be with you for around an hour if it's just your electricity meter, or a couple of hours if we're changing your gas meter, too. Your electricity and gas supplies will only be switched off at the point of changing your meters. We’ll be as quick as we can.

Are there are any circumstances we need to be aware of?

Please let us know if there's anyone with any medical conditions or dependency on an energy supply that we need to be aware of. This could be someone that shares your supply or if you've a shared fuse at the premises.

Benefits of smart meters

We've an obligation to install smart meters as part of a government led nationwide upgrade programme. The Government requires suppliers to roll out smart meters as standard to homes and small businesses across Britain by 2020. Smart meters have a range of benefits for you:

• No need to provide meter readings, they’re sent to us automatically.

• No more estimated bills helping you to manage your VAT invoices more accurately.*

 *If you change product or there's a price change, part of your bill may be estimated until we get a reading for your new product or price.

What if I don’t want a smart meter?

If you don’t want a smart meter at this time, please call us on

0345 366 5989

and let us know.

What can I expect on the day?

• When your technician arrives, they'll introduce themselves.

• We’ll check your mobile signal is strong enough to communicate with your new smart meter(s). If there are any problems, we’ll let you know and explain what happens next.

• We can also give you some hints and tips to help you save energy. Before we go, we’ll check everything’s working properly and take away your old meter(s) to be recycled.

What about my gas supply?

If you only have electricity with us we’ll only change your electricity meter on our visit. If you've a gas supply, then your gas supplier should contact you separately about having a smart meter. If you choose to move your gas supply to us, then we can arrange to change both your meters on the same visit.

How many technicians will come?

Generally, one technician will visit your property, but if we have two people attending we’ll let you know before our visit.

What if I change supplier?

It's possible that if you change supplier, your meter(s) may start working like your old meter(s) did. If so you'll need to submit meter readings or have a meter reader visit to take readings. Your supply won't be affected and your meter(s) will still record energy use, it just won’t send the information to your energy supplier remotely.

Data preferences

A smart meter can collect your usage information monthly, daily and every half an hour. We'll arrange to collect your data every 30 minutes, if we're able to, we'll collect it at the same time we take your monthly meter readings. In the future your usage data will help us to understand how you use your energy, so that we can give you tailored advice and let you know how much energy we'll think you'll use. You can change the way we collect data from your meter now or at any time in the future through your online account.

Great service as standard

We’re installing your meters in accordance with the Smart Meter Installation Code of Practice, the industry standard for smart meters. To see what this means, visit their website.