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BEFORE YOUR INSTALLATION

Your energy supplier will contact you beforehand to arrange a time and date for your installation. They will tell you what to expect, how long it will take and if there’s anything special you need to do.

A word of advice:

You will need to let the installer in on the day and make sure they can get access to your traditional meters. So you might need to clear out the cupboards. Any access issues, do let your supplier know.

DURING YOUR INSTALLATION

Depending on whether you're having one or both replaced, you'll get a smart electricity meter and a smart gas meter. These normally go exactly where your old meters were. If they need to be fitted somewhere else, the installer will ask you first.

You’ll also be offered an in-home display – a portable display screen that you can put anywhere in your home. You don’t have to have one, but it’s the easiest way to see what energy you’re using and what it’s costing you. The in-home display is provided at no extra cost.

THE INSTALLER HAS TO:

  • show you a photo ID card before they start
  • explain what your smart meter system does and how to use it
  • check it’s all working properly
  • give you a handy guide to using it
  • answer any questions you have
  • tell you where you can find more help and information

WILL THE PERSON WHO INSTALLS MY SMART METER BE PROPERLY QUALIFIED?

Yes, all installers have to pass a formal qualification and have to meet specific national standards. These standards are set out in the Smart Meter Installation Code of Practice. All the energy suppliers have signed up to this code, which is regulated by Ofgem, who have powers to enforce it by fining suppliers if necessary, so you can be sure your smart meter is safe.

FAQS

Do I need one smart meter for gas and another for electricity?

Yes, if you're a dual-fuel customer, both meters will need to be replaced. Your supplier will aim to install both meters on the same visit to make things as easy as possible. You will only need one in-home display to view both your gas and electricity usage. If your gas and electricity accounts are with different suppliers, you will have two separate smart meter installations - one from each of your suppliers.

How is my personal data kept safe when I have a smart meter?

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 how often you've agreed to share it with your supplier, your smart meter will send half hourly, daily or monthly meter readings (your usage data). You can change your preference for how often you share this information 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.