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Smart meters

Helpful information about smart meters and installation on the day

What are the benefits of smart meters and why are they being installed?

We have 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 is a price change, part of your bill may be estimated until we get a reading for your new product or price.

Will it cost me anything to have my meter(s) changed and smart meter(s) installed?

No, there is no cost associated with the change of your meter(s) to smart meter(s).

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 will 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.

How long will it take to change my meter(s)?

It will take around an hour to fit each smart meter. So around an hour if it’s just the electricity meter and a couple of hours for both the electricity and gas meter. We’ll need to switch your meter(s) and supply off for half an hour for each meter.

Have a gas supply?

If you only have electricity with us we’ll only change your electricity meter on our visit. If you have 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 to my property to install my smart meter(s)?

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

If I change supplier, will my smart meter still work?

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

Your 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 consumption 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 will 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 Metering Installation Code of Practice, the industry standard for smart meters. To see what this means, visit