Smart metering information

What are smart meters?

Smart meters record your energy consumption details and allow that information to be transferred to your supplier remotely. This helps you receive more accurate bills. Smart meters also allow you to see what energy you are using at that point in time (via an in-home display or app).

Smart meters are also key to the green energy transition, as they allow individuals to understand their energy needs and patterns better which could help reduce energy consumption. Collectively, the data they provide will also help Network Operators balance the grid better as they have a more detailed understanding of the energy demand and flow across the country. This is vital in helping the UK transition to renewable energy sources.

Energy suppliers have an obligation to try and install as many smart meters as possible. Find out more about smart meters from Smart Energy GB, a U.K Government-backed campaign.

We will use your smart data from:

  • the date we install your smart meter; or
  • the date we notify you we are able to utilise the functionality of a smart meter that a previous supplier fitted; or
  • the date we take over your supply and your smart meter functionality is already available to us (as appropriate).

We will use the energy consumption data for the purposes set out in this policy.

We may use the energy consumption data we obtain remotely from your smart meter for the purposes outlined below

To produce bills based on actual reads, reducing the need to estimate your bills

  • We'll do this monthly 
  • We'll do this daily (unless you opt out)
  • We do this half-hourly (if you allow us to)

To provide information and feedback to you about your energy consumption and how you could manage your energy usage better and save money

This won’t include using your smart energy data for marketing purposes unless you’ve already agreed we can.

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

The more frequently we collect your energy usage, the more tailored the feedback can be.

To track trends in energy consumption and analyse your energy data and compare it over time with other customers usage, so we can develop tailored products and services for you

This won’t include using your smart energy data for marketing purposes unless you’ve already agreed we can.

  • We may do this monthly
  • We may do this daily (unless you opt out)
  • We may do this half-hourly (if you allow us to)

The more we are able to collect your energy usage, the more tailored the products and services we can offer to meet your specific needs.

To calculate your energy usage and any debt or credit accrued

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

To provide energy usage for industry purposes in line with industry regulations

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half -hourly (if you allow us to)

To let us know that it is safe and operating and recording correctly

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

The more frequently we collect your data, the easier it will be for us to identify issues with the meter at an earlier stage.

To provide you with interactive tools to analyse your energy consumption through your online account or through communications we may send to you for example to provide you with energy saving advice

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

The more frequently we collect your data, the more detailed and tailored the analysis will be.

To help us forecast demand for energy

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

The more frequently we collect your data, the more efficiently and accurately we can do this, meaning wholesale energy can be purchased at the best price.

To give you tailored advice and recommendations on how to reduce the amount of energy you use based on your specific energy usage

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half hourly (if you allow us to)

To carry out internal reporting, modelling and analysis to understand our customers better

  • We can do this monthly
  • We can do this daily (unless you opt out)
  • We can do this half-hourly (if you allow us to)

The provision of daily and/or half hourly energy usage will give us a more detailed view of our customers and how they use energy. This will help us understand our customers’ needs better, help us improve the way we provide our services and the types of services we offer as well as enabling us to develop the right types of products for our customers.

Smart meters collect and store consumption data at half-hourly intervals, but you can choose how much of this we obtain for the purposes detailed above

The frequency of smart data collection

Monthly

Monthly is the minimum level of data we are allowed to take for billing and regulatory purposes. If this is the level of smart energy data you select, we are also allowed to take ad-hoc daily meter reads to maintain accurate billing where we need to send you a bill after changes to your account (for example if you move home or change your energy product, if we need to use the data to resolve a query or a complaint from you, or if we think your smart meters have been damaged or been compromised in any way). 

Daily

Daily meter reads will help us understand the meter’s recent activity so that we can diagnose and resolve the problem.Unless you tell us you wish to opt out (object), not only will we collect your monthly energy data as set out above, we will also collect your smart energy data on a daily basis. If you would prefer us not to collect this level of energy data daily, you can let us know at any time by calling us directly or going online.

Half-hourly

Subject to this section (see “Additional smart energy data use requirements” below), if you permit us to, not only will we collect your monthly and daily energy data as set out above, your energy data can be measured every half hour. The data will not be collected by us more often than once a day (during a daily download of that data from your smart meter).

We will discuss the purposes for which your smart energy data may be used with you, either when you contact us or we will get in touch with you prior to your smart meter being installed, or when you transfer your energy supply over to us, so that we gain your explicit consent for us to collect and use your half-hourly data. Your half-hourly smart energy data will not be collected and used by us unless we get your consent to do so.

To discuss your options or change what level of energy data we collect, please call us directly or go online. You can change your mind about the use of your data whenever you like – but we are allowed to take monthly energy usage for the purposes set out above so that we can service your account.

Additional smart energy data use requirements

If you have a smart meter in your property, it is your responsibility to tell us if you move home. It is essential that you tell us in advance of that move taking place, so that we can arrange for your smart energy data to no longer be available to any new occupier via the smart energy display in your home. If you fail to let us know, then we may be unable to prevent your energy data being available to the incoming owner/occupier of the premises. This may also have an impact on the availability of the new occupier’s data to them as we will only be able to prevent access to your data from the date that you let us know that you have moved and that may include some data for the new customer if you have moved out and they are already living in the premises.

If you are a landlord, you must notify us when your tenants move in or out. It is essential that you tell us in advance of that move taking place so that we can arrange for the previous tenants’ smart energy data to no longer be available to any new occupier via the smart energy display in your property. If you fail to let us know then we may be unable to prevent the previous tenants’ energy data being available to the incoming owner/occupier of the property. This may also have an impact on the availability of the new occupier’s data to them as we will only be able to prevent access to the previous tenants’ data from the date that you or the new occupier lets us know that the previous tenants have moved and that may include some data for the new customer if the previous tenants have moved out and the new customer is already living in the premises.

We are able to provide you with up to 24 months' (or the period we have been your supplier whichever is the shorter) of smart energy consumption data as long as it is available from your smart meter. A smart meter is only able to store a limited amount of data, so if you for example, change your level of consent to enable us to collect more than monthly energy data then we will only be able to provide you with any retrospective information at that new level of energy data use if it is still available from your smart meter.

It may not be possible to purge (remove) all your energy data from the systems once it has been collected. If requested, we will stop processing that data unless we have a legal or regulatory right to continue to use the data to deal with your account.

If you are the landlord or owner of the property we supply and are also the bill payer but you do no live at the property, we may only be able to share with you the smart energy consumption data that is necessary to enable us to meet our contractual and legitimate responsibilities/functions (such as billing and tariff comparison). We may be able to provide you with more granular smart energy consumption data if you provide us with your tenants details so that we can contact them, provide them with the purposes for which we will use their smart energy data and seek their consent to provide you with more granular smart energy data.

If you are the account holder for electricity, and not the account holder for gas (or vice versa) at a premise we supply, both of you will have access to the IHD and will be able to see how much energy you are using, the tariff you have agreed with us and the cost of that energy.

If your property has multiple meters (for example because you have converted two flats which have separate meters into one) then the level of smart energy data use you agree to will be the level of smart energy data use that will apply to all the meters in your premises. We may need to discuss your level of smart energy data use and how your smart meter operates if your smart meter is set in prepayment mode.

If you also have an export meter and we are the supplier to whom your energy is exported, then any level of smart energy data use you have set for your import (supply) meter will apply to your export meter.

Data from your smart meter that identifies an event or an alert, for example to alert us to the gas battery running out, suspected tampering, potential faults etc. 

For more information on our privacy policy, you can return to the main privacy policy page.