Get ready for smart


Reducing the UK’s carbon emissions to ‘net zero’ will take a revolution. Every part of how we generate, distribute and use energy must change. Having a smart meter in your home is part of that big picture. It will provide the information the country needs to use its fossil fuel free energy resources effectively.


There are direct benefits for you too. You’ll never have to go out of your way to read your meter and submit readings. Your bills will always be accurate. You’ll be able to monitor your energy use and make adjustments to minimise your bills. Your life will be simpler and you’ll gain a powerful tool to control your own carbon impact.


Our smart meter roll out

A big change like this is never easy but we’re fully committed to rolling out smart meters to customers.


In early 2019, we started reactivating customer smart meters which were running in traditional mode when an energy supplier switch was made. This is a very common problem with first generation smart meters and just one of many technical challenges that has slowed their roll out.    


We have not installed any first-generation smart meters and do not plan to. Instead, we’re going to jump straight to installing second generation smart meters. We will soon start a pilot programme and are building the commercial relationships we need to install these meters quickly and at scale.


Join our waiting list

Once we have the results of our pilot, we’ll begin actively installing smart meters. At that point, which we expect to reach before the end of 2019, we’ll be in touch with all our customers to arrange a suitable time to schedule an installation visit. If you want to be among the first to have a new smart meter installed, you can put yourself on our waiting list by emailing our smart team


Frequently asked questions


What is a smart meter?

A smart meter measures how much energy you are using in near real time and shares that information with you via a screen called an ‘in-home display’. In a similar way to a mobile phone sending a text message, your smart meter will also automatically send your energy supplier meter readings, meaning you don’t need to submit them yourself and you’ll receive far more accurate bills.


Will my smart meter still operate in smart mode if I switch to you?

If you switch to us and have a first or second generation smart meter, its smart features will be lost. It will still measure your energy use but as a traditional meter so you will have to submit meter readings manually. Your in-home display should still display your energy consumption. We are working on a way to reactivate smart meters and once this has happened, we will inform you. 


How is a smart meter installed?

Once we begin actively installing smart meters our engineers will be in touch to arrange a time to visit your home. You will need to be in when they visit and provide access to where your existing meter is located. Your energy supply will be cut off for a short period and the engineer will remove your traditional meter and replace it with a new smart meter. After running some tests to make sure everything is working as it should, the engineer will show you how to use your new in-home display. The whole process takes up to two hours.


How can I track my energy use with a smart meter?

You can use the in-home display provided with your smart meter to see how much energy you’re using and how much it’s costing. You can alter the display to show hourly, weekly or monthly usage and spend. 


What information is sent from my smart meter?

Your smart meter automatically sends monthly meter readings to us via a message sent over a secure national network dedicated for smart meters. The information will show how much gas and electricity you’ve used but doesn’t store other personal information that could identify you, such as your name, address or bank account.


Is the information secure?

The data your smart meter captures and transmits has strong legal protection. Our smart meters and data storage processes meet the standards set out by Ofgem and the government. You have the right to decide how often your smart meter sends data to your energy supplier and with whom it can be shared.


How much does it cost to have a smart meter installed?

There’s no extra charge for having a smart meter installed. Just like the cost of running and maintaining a traditional meter, the cost of smart meters forms part of everyone's energy bill. 


Are smart meters safe?

Smart meters have passed UK and EU regulations ensuring they are safe for domestic households. The legal thresholds are similar to those applied to other household electronics, such as TVs, mobile phones and WiFi routers. 


Do I need to switch to you to get a smart meter?

No. All suppliers must have offered smart meters to all their customers before the end of 2024.


Can I change energy supplier with a smart meter?

Having a smart meter does not affect your right to switch energy providers. However, some suppliers don't support all first-generation smart meters. If your new supplier doesn’t support the one installed at your home, you will have to manually read and submit meter readings again. It’s worth checking with a supplier before switching to them.


Find out more

If you would like to find out more about smart meters, then please visit our help hub or call us on 0330 2020 298 (local rate).

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