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FAQs - The in-home display

Why do smart meters come with an in-home display?

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?

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:

Smart Meters Equipment Technical Specifications (V2)

Why does my in-home display look different to the ones on your website?

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:

Smart Meters Equipment Technical Specifications (V2)

My in-home display has been off for some time. Can I start using it again?

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?

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?

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?

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?

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?

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:

The accessible in-home display