Understanding smart meters: smart meter FAQs

A smart meter is a digital energy meter which records how much gas and/or electricity your home uses. It then shares these readings automatically with your energy supplier, allowing them to bill you based on the energy you actually use, rather than estimates. This helps your supplier bill you based on actual energy use rather than estimates.

The meter records your gas and/or electricity usage. Many smart meter customers are also given an in-home display, a separate device that can help you see your energy use in near real time (where provided and working). Gaining a deeper understanding of your energy use can help you to identify what patterns might be there. It might be easier to understand when you use the most energy during the day, and which of your habits spike your usage the most.

More accurate usage information also supports the development of a more modern energy system. It can help suppliers manage demand, enable more flexible energy services and give households a clearer view of how they fit into a changing energy network.

Smart meters measure your energy use, send automatic meter readings to your energy supplier, and offer you clearer visibility of your own energy use by way of the in-home display. They do not alter the gas or electricity that's coming into your home, but they change how your usage is measured and shared.

A traditional meter stores a running total that usually needs to be read manually. A smart meter records this information digitally and sends meter readings to your supplier automatically. This reduces the need for manual readings and can help make bills more accurate. With a smart meter, you'll also likely have broader access to various flexible energy schemes and tariffs, allowing you to make the most of your energy use.

The process usually works like this:

1. Your electricity or gas usage is measured by the smart meter.

2. The reading is stored securely by the meter.

3. The reading is sent automatically to your energy supplier.

4. Your in-home display shows your recent usage so you can better understand your energy habits.

You won’t have to take any meter readings manually - your smart meter will send automatic readings to your energy supplier via the secure smart data network which is solely for smart meters. This works in a similar way as other wireless systems but does not use the internet.

Once installed and working in smart mode, you shouldn’t need to submit regular meter readings. You can still check the meter yourself, but readings are normally sent automatically via the secure smart data network used for smart meters.

Smart meters can be especially useful for households that want clearer information about energy use. For example, you may be able to see how energy usage changes when heating, cooking, washing or charging devices at different times of day.

Most dual-fuel homes need one smart meter for gas and one smart meter for electricity. Gas and electricity are measured in different ways, so each fuel usually needs its own meter.

If you’re a dual-fuel customer, your supplier will usually replace both meters in one visit and you’ll use one in-home display to view both gas and electricity usage. If your gas and electricity accounts are with different suppliers, each supplier is responsible for its own meter, so you may need two separate installations.

Where you have different suppliers for gas and electricity, it can help to have the electricity smart meter installed first. You can find more information about smart meters and the installation process on our installation process page.

This order can matter because the electricity smart meter often plays an important role in the wider smart meter setup. If your gas and electricity are supplied by different companies, each supplier is responsible for its own meter, and you may need separate appointments.

You do not need home Wi-Fi, broadband, a router or an internet package for a smart meter to send readings. Your smart meter and in-home display communicate via a secure national network used specifically for smart meters.

This question comes up because many people associate the word “smart” with internet-connected devices such as smartphones, smart TVs or smart speakers. Smart meters are different: they use dedicated smart meter communications technology designed for energy data, rather than your home broadband.

A smart meter does not use your Wi-Fi, connect to your router or affect your broadband speed. If your home internet stops working, that does not automatically mean your smart meter will stop recording energy usage.

In practical terms, the only thing your supplier needs to confirm is that your property can connect to the smart meter network, so readings can be sent reliably.

Learn more about smart meters and Wi-Fi.

If you live in an area with poor mobile telephone reception you can either request a first generation meter that uses this network, but may experience difficulties sending readings to your supplier automatically.

Alternatively, you can contact your energy supplier and insist that they install a second generation meter, known as SMETS2.

A SMETS2 meter is not reliant upon the mobile phone network and by the end of the smart meter rollout this network will have coverage of 99.25% of Great Britain.

Yes, you can get a smart meter if you have solar panels. Interest in smart meters and solar panels is growing as more households generate some of their own electricity. In most cases, having solar panels does not stop you from getting a smart meter.

Your bills will still reflect the energy you import from the grid, and your supplier can explain how any exported electricity is recorded on your account. Your in-home display will usually show the energy you’re buying from your supplier (rather than everything you generate).

A smart meter can measure the electricity your home imports from the grid, and some smart meters can support export readings where unused electricity is sent back to the grid.

This is important because homes with solar panels do not always use energy in the same way as homes without them. At some times, your home may use electricity from the grid. At other times, it may use electricity generated by your solar panels. If your panels generate more than you use, the extra electricity may be exported.

Smart meters can help suppliers understand this import and export activity more accurately, depending on your meter type, supplier, tariff and export arrangement.

Learn more about smart meters and solar panels.

Your bills reflect the energy you're using and that you've generated yourself. Your in-home display will show you how much energy you are buying from your supplier and in the future, may also be able to reflect the energy you're generating yourself, such as from solar panels.

Smart meters are as accurate as traditional meters. By law, all smart meters have to be approved by and certified by the Office of Product Safety and Standards to prove their accuracy. If you believe that there's a fault with your smart meter you can report it to your energy supplier in the same way you do now.

Learn more about smart meter accuracy.

Every smart meter installation includes access to a smart meter in-home display so households can see their energy use more easily.

The display can help you:

• Track energy usage in near real-time

• See estimated costs in pounds and pence

• Understand how your home uses energy

• Spot changes in usage patterns over time

Many households use their display alongside energy-saving advice such as how to use a smart meter to save money.

All smart meter displays must meet minimum technical standards, although the design and layout may differ between suppliers.

If you pay by direct debit or credit

Your display may show:

• Current energy costs in pounds and pence

• Electricity usage in kWh

• Gas usage in kWh

• Historical energy consumption data for up to 13 months

Learning how to calculate your energy bill can make the information shown on your display easier to understand.

If you’re a prepay customer

Your display may also show:

• Remaining balance

• Emergency credit

• Any outstanding debt

• Current energy costs

• Electricity and gas usage

• Historical energy consumption data

Read more about benefits for prepay customers and how to use a smart meter in prepay mode to save money.

Different suppliers use different smart meter in-home display models, so your screen may look different from someone else’s.

However, all displays must still meet the same minimum standards set for smart meter systems.

You can compare smart meter displays with other home monitoring devices in smart meters vs home energy monitors.

Yes. If your display has been turned off or disconnected for some time, it may take up to 24 hours to reconnect and begin showing updated information again.

Your smart meter continues operating even if the display screen is blank or temporarily unavailable.

The display can usually retain:

• Historical usage information

• Energy data from previous months

• Recent meter communication history

If your display is faulty, damaged, or no longer working properly, contact your energy supplier to discuss a smart meter in-home display replacement.

If the device stopped working after installation, your supplier can explain the replacement process and whether any charges apply.

If your installation was within the last 12 months:

• Your supplier may replace the display free of charge

• Replacement eligibility depends on the cause of the fault

• Accidental damage charges may sometimes apply

Yes. If you originally declined the display during installation, you may still be able to request one later.

Customers often ask: "Can I get an in-home display for my smart meter?" after changing their minds about using one.

In many cases:

• You can request a display within 12 months of installation

• Your supplier may provide one free of charge

• Charges may apply after the initial period

Yes. Your smart meter in-home display is paired specifically with the smart meter installed in that property.

If you move home:

• Leave the display behind for the next resident

• The device will not normally work in a different property

• Your new home may already include its own display

If you have moved into a home with a smart meter but no separate display, contact your supplier to ask whether you can request one for that property. This usually only involves providing a compatible display, not replacing the meter itself.

Yes. Accessible smart meter in-home display options are available for some customers who are blind or partially sighted.

These may include:

• Audio features

• Larger text

• High-contrast screens

• Spoken energy information

Availability varies between suppliers, so it is important to tell your supplier if you require accessible support.

Yes, smart meters are safe. They're covered by strict UK and EU product safety laws. These ensure that smart meters all have the same high quality and safety standards, regardless of your energy supplier. Working with government, the energy industry has committed to ensuring the highest health and safety standards during the smart meter rollout including strong systems to make sure any issues are identified and dealt with swiftly. If you have any concerns about your smart or traditional meter you should contact your supplier directly. If you smell gas you should call the national gas emergency number 0800 111 999 immediately.

Security has been at the heart of the whole smart meter rollout programme from its very inception, and the system has been specifically designed to prevent hacking. Smart meters do not use the internet, and they have their own closed, dedicated communications system. Smart meters have been designed with top cyber security experts, including the government and GCHQ, to ensure that security best practice has been incorporated at every stage.

Yes. Your in-home display is paired with your smart meter by your installer, so it only shows information from your own smart meter. Smart meters have been specifically designed not to interfere with other wireless products in your home, and there is legislation in place to prevent interference.

No. Public Health England sees no risk or dangers to health from smart meters. The smart meters used in Britain have undergone one of the most rigorous smart safety testing regimes in the world and exceed every UK and EU safety standard. Public Health England, the government's agency on public health, has said that exposure to radio waves from smart meters is many times lower than the exposure from Wi-Fi and mobile phones and is well within guideline levels.

For more information, visit smart meters and your health: the truth.

Personal information such as your name, address and bank details are not stored on your smart meter. The meters simply record your gas and electricity readings in the same way as your traditional meter. The meter readings collected can only be shared with your energy supplier to allow them to prepare an accurate bill and they cannot share this without your permission. The data is transmitted safely, using a dedicated and secure wireless network. All this information about your energy use is strongly protected. Depending on what you've agreed with your energy supplier, your smart meter will share half-hourly, daily or in some cases, monthly meter readings. You can change your preference at any point by getting in contact with your supplier directly.

If you have given them permission to do so, your energy supplier may also use this information to offer you tailored energy efficiency advice and improve the service they provide for you.

Learn more about smart meters and data.

Some of the components for smart meters will be manufactured abroad, but factories in the UK are likely to be doing the final assembly and technical configuration of the millions of meters that will be needed for the smart meter rollout.

Smart meters are not compulsory; it's entirely your choice. The government requires energy suppliers to offer smart meters to all homes and small businesses across Great Britain by the end of 2025, but whether you accept them is completely up to you.

Learn more about if you have to have a smart meter.

There is no additional cost for installation of your smart meter. At the point of installation you may be offered an in-home display that shows your spending in near real-time for no additional cost. You won’t have an extra charge on your bill because you choose to have a smart meter. The costs will be spread across everyone’s bills, just like the cost of running and maintaining today’s traditional meters are.

From the moment your smart meter is installed, you are helping to reduce our carbon emissions as a nation. Smart meters help to create a smart energy system. With a truly smart energy system we can better match supply with demand and integrate more renewable energy sources such as wind and solar into the system. These forms of generating energy create less air pollution and emit significantly less CO2 into the atmosphere.

Smart meters are an essential upgrade to an outdated system. The savings of £19.5 billion will far outweigh the investment of £13.5 billion – meaning an overall net benefit of £6 billion between now and 2034.

The United States, Canada, Italy, Australia, New Zealand and The Netherlands are among the countries already benefiting from smart meters and most other EU countries are currently rolling them out. In Great Britain, the rollout has been specifically designed with the consumer at its heart with a focus on using the smart meter and associated in home display to help monitor energy use and manage bills, and will help Britain move towards a lower carbon economy.

Did you know, smart meter installers group appointments by location? They do this so they don’t have to travel long distances between installations, so they reduce the carbon emissions given off when they travel. Great!

Try to avoid cancelling your smart meter appointment so installers don’t have to make an extra trip to your area, increasing their carbon footprint. Don’t miss out while installers are in your area – book an appointment when you know you’re going to be available.

Smart Energy GB is the not-for-profit campaign helping everyone in Britain understand the importance of smart meters and their benefits to people and the environment. Our national campaign is reaching homes and small businesses across England, Scotland and Wales.

While our job is to spread the message to everyone, we have a particular duty to make sure low-income, vulnerable and prepay customers benefit from smart meters.

For more information on Smart Energy GB and our responsibility in the smart meter rollout click here.

Yes. People with a smart meter can switch energy supplier and tariff in exactly the same way that anyone with a traditional meter can. Find out more about switching supplier with a smart meter here.

Yes. Smart meters will make prepay as easy as pay-as-you-go on your mobile or tablet. If you choose smart prepay, you should be able to:

• Conveniently see how much credit you have left on your in-home display, using an app, over the phone, or via text.
• Top up from the comfort of your home on a website, via apps, by phone or text (depending on your supplier).
• Top-up in person at your local store/outlet (you'll still be able to top-up with cash), without any need to put a key or card back into a meter. Payments will automatically be added to your account.
• Pay the same rates as everyone else - smart meters remove the need for prepay to be more expensive than other tariffs.
• Switch between payment modes (credit and prepay) without physically changing your meter.

Learn more about:

• How smart prepay meters work
• The benefits of smart prepayment
• How to use a smart meter in prepayment mode to save money

If you have an Economy 7 or 10 electricity supply, you can get a smart meter as part of the national smart meter rollout. But it does depend on which energy supplier is ready to install one for you. Smart meters of this type will be available at a larger scale later in the smart meter rollout.

Your smart meter's in-home display will cost less than £2 a year in electricity.

Learn more about the cost of smart meters.

No. You're protected by strict regulations against your energy supplier switching off or disconnecting your gas or electricity supply. This protection remains as strong with smart meters as it is with traditional meters.

Learn more here.

Yes. Your in-home display is for information only. You will still receive regular energy bills in the same way you do now, whether that's in the post or online, but now they'll be accurate, without you having to submit a manual meter reading. Depending on your energy supplier, you may also receive some energy efficiency advice.

Yes. Smart meters can help us to identify situations where we're using a lot of energy and might want to make changes to this. If you use the information shown on your smart meter in-home display to reduce your energy use, you could reduce your energy costs. Smart meters also mean accurate bills as they bring an end to estimates, so you can be confident that you're only paying for what you've actually used.

As with all wireless technology, smart meters may occasionally experience connectivity issues. Just like mobile phone or Wi-Fi networks, these problems can be caused by a number of issues that can usually be resolved quickly. If your smart meter cannot communicate with your energy supplier via the designated wireless network, they may ask you for a temporary manual meter reading so that your bills will remain accurate until the problem is resolved.

The first bill you receive after having your smart meter installed may still be estimated. If you are still receiving estimated bills after this, you should contact your energy supplier.

No, an energy supplier cannot charge you based upon when you use your energy unless you specifically choose such a tariff (known as time-of-use tariffs). Time-of-use tariffs could mean lower bills if you use energy outside peak times. They will also help energy suppliers to better manage periods of peak demand.

Time-of-use tariffs are not compulsory and if they suit your lifestyle, could save you money. There are already some time-of-use tariffs such as Economy 7 and Economy 10, or even tariffs which provide free energy at certain times of day, but smart meters mean that time-of-use tariffs can be more flexible.

If you have a smart meter, you can choose a smart time-of-use tariff, which offers a different price for energy at different times of the day.

These tariffs have been designed to help you save money on your bills, as you will be financially rewarded for using energy when demand is low or excess energy is available. For example, if you use your washing machine when there is a lot of renewable energy being produced (on windy or sunny days), your energy could be cheaper.

Time-of-use tariffs already exist and are popular with electric vehicle owners who can save money by charging their cars at off-peak times.

When you accept a smart meter, you’ll have a choice to send your meter readings to your supplier about your usage every 30 minutes. These half-hourly readings will help energy suppliers understand how much energy is being used around the country, and when. With this information, energy suppliers will be able to buy more accurate amounts of energy to supply their customers.

This will help us to reach net-zero by reducing our reliance on fossil fuels – great!

But that isn’t the only benefit, with suppliers only buying what they need to supply your home, consumers stand to save. And the more that consumers move some of their energy use to off-peak periods, the greater these savings will be. With the electricity system running more efficiently, Ofgem estimates that consumers could save between £1.6 billion and £4.5 billion by 2045.

Small businesses with fewer than 10 employees, or their full time equivalent, may be eligible for a smart meter.

Learn more about smart meters for businesses.

Smart meters can bring many benefits to small businesses, such as:

• they send your energy readings directly to your supplier, meaning accurate bills and an end to manual meter readings.
• they give you the opportunity to monitor how much energy you're using, in pounds and pence, every day, week and month. So you can spot the activities that cost the most and take action to save money.

Yes. As every home across Great Britain will be offered a smart meter from their energy supplier by the end of 2025, you will be eligible for a smart meter if your small business is run from domestic premises. If you have a separate meter for your small business in your home, you may also be able to upgrade that to a smart meter.

Yes. If you pay the energy bills you can make the decision about whether to get a smart meter. If your landlord pays your energy bills, speak with them about getting a smart meter for your building.

You may need to check with your landlord that any changes to your meter are allowed within your rental contract.

Many small businesses can get a smart meter at no extra cost. Depending on your business’s energy supplier and tariff, you may be charged for a part of the upgrade or for access to your energy usage data. Your supplier will let you know about any charges up-front.

Installations normally take about two hours and are arranged in advance so that you can make any necessary arrangements beforehand to ensure minimal disruption to your normal business operations.

Energy suppliers will work with you to find a time that’s convenient for you both. Some suppliers offer installations on a Saturday or in the evening to minimise disruption to your small business; please speak to your supplier to find out what is available.