FAQs - The in-home display
- Why do smart meters come with an in-home display?
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Smart meters come with an in-home display so that, for the first time, you are able to see how much energy you’re using in near real time. This information can help you understand your energy use and take steps towards reducing your energy consumption.
- What information does the in-home display show?
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The government has made sure that all in-home displays are required to show the same basic information. Below are some of the minimum requirements your in-home display will show depending on which mode you have your smart meter set to:
If you’re a credit customer, the in-home display will show you:
- the cost of current energy use in pounds and pence
- the amount of electricity being used in kWh
- the amount of gas being used in kWh
- historical energy consumption data (up to 13 months)
If you’re a prepay customer, the in-home display will show you:
- how much credit you have
- how much you have on your emergency balance
- the amount of debt owed to your supplier (if applicable)
- the cost of current energy use in pounds and pence
- the amount of electricity being used in kWh
- the amount of gas being used in kWh
- historical energy consumption data (up to 13 months)
Some models of in-home display will also show your carbon emissions.
Click below for more information on the minimum specifications for smart meters:
- Why does my in-home display look different to the ones on your website?
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In-home displays come in different makes and models and the one you get depends on your energy supplier. However, no matter how different each in-home display looks, they must all meet the same minimum specifications.
Click below for more information on the minimum specifications for smart meters:
- My in-home display has been off for some time. Can I start using it again?
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Yes. It can take a while for the meters to transfer your meter reading and tariff information back to the in-home display. We suggest waiting 24 hours before checking it. Your smart meter continues to work, even if your in-home display has turned off. Your display holds up to 13 months of data in its memory so you'll still be able to see how much energy you've used.
- My in-home display is faulty. What can I do?
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Contact your energy supplier. If you've had the in-home display for less than 12 months, and the display has broken or is no longer working as it should be, your supplier should replace it free of charge. If there is evidence that the damage has been caused by you your supplier may consider applying a charge.
- I didn't want an in-home display when I got my smart meter but I've changed my mind. Can I still get one?
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If you didn't want an in-home display, but have changed your mind, you're still entitled to receive one at no extra cost for up to 12 months after your smart meter installation date. Just contact your energy supplier and they will provide one. If you've had your smart meter for longer than 12 months, ask your supplier. You may be required to pay for it.
- Do I leave my in-home display behind when I move house?
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Yes. Your in-home display will only work with the smart meter it is securely paired with. If you're moving home, please leave your in-home display at your property so the new householder can benefit from using it.
- I've just moved in and there's a smart meter, but no separate in-home display. What do I do?
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You'll need to get in touch with your supplier as they are best placed to let you know more about the options available to you for getting a replacement in-home display. This wouldn’t involve replacing the meters, only the in-home display that would then be paired with the existing smart meter.
- Is there an in-home display for blind or partially sighted people?
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Yes, an accessible in-home display has been developed for those who are blind or partially sighted.
At the moment energy suppliers are gauging demand for accessible in-home displays and some now have stock available for eligible customers, however, they are not currently available from every supplier.
If you require an accessible in-home display, it is important to make your energy supplier aware of this.
Click below to find out more about the accessible in-home display:
Sources of Help
Smart Energy GB is the consumer engagement campaign for the smart meter rollout. We want to help everyone understand smart meters and the benefits they bring to households and the environment.
We're not an energy supplier and we don't make or fit smart meters, and we’re not the technical authority of the smart meter rollout.
We also don’t have any regulatory authority so we’re unable to intervene in any individual customer's dialogue with their energy supplier about the service they have received.
Who should I contact if I need help?
If you have an issue with booking your smart meter installation, your installation experience or an issue with your smart meter please contact your energy supplier.
Don't know your energy supplier? For your gas supplier, visit Find My Supplier or call 0870 608 1524. For electricity, visit uSwitch for the number to call to find your energy supplier in your region.
(Charges may apply.)
If you believe that your energy supplier has not met its obligations, Citizens Advice may be able to assist you. Government has given a formal role to Citizens Advice to monitor and advise it on issues relating to customer experiences and energy supplier service. They can be contacted via their website, here or via the Citizens Advice consumer service on 03454 04 05 06.
If you’d like to find out more about the roles and responsibilities of the organisations involved with the smart meter rollout, including the Data Communications Company (DCC) which is responsible for establishing and managing the new smart meter network, see our website, here
You can read about the benefits that smart meters offer you and Britain here, and if you want to contact us about our work or campaigns please click here