Do I have to pay for my smart meter? 

No, it’s completely free of charge – including your In-home Display.  

Do I have to have a smart meter? 

There’s currently no legal obligation to have a smart meter. But as they help homes save energy, and provide energy suppliers and the national grid with information that will help them make Britain’s energy system more efficient, the government wants every home to have one. 

If you’re not sure about getting a smart meter, read more about how one could benefit you. You can also contact us to discuss any concerns you may have. 

What happens if I can’t make my installation appointment? 

Please tell us as possible if you need to cancel or amend your smart meter installation booking, as there could be a fee for cancelling less than two working days before your appointment. Please call our installation partners Smart Metering Services on 0330 808 9367. 

Who will install my smart meter? 

Your smart meter will be installed by our specialist partners, Smart Metering Services (SMS). See our installation day guide to find out more. 

What do I need to do to prepare for my installation? 

Before your installation, it’s important you find your electricity and gas meters to check they’re accessible for the engineer. If they’re difficult to access, please let our installation partners SMS know on 0330 808 9367. 

There are a few things you will need to get ready for installation, including switching off heating and gas appliances. See our installation day guide to find out how to prepare. 

The engineer wasn’t able to complete my installation. What happens now? 

The engineer will do everything they can to successfully install your meters. However, sometimes this might not be possible due to unforeseen technical problems. 

If they can’t complete the installation, they’ll explain why and we’ll be in touch with you as soon as we’ve found a solution to let you know what happens next. If we need to make a return visit to fix the problem, for example if your meter is faulty, don’t worry, there will still be no charge for this. Your installation will always be free. 

What happens to my old meter when it’s replaced with a smart meter? 

Your old meter will be refurbished and installed in properties that can’t have a smart meter. Meters that have reached the end of their life will be recycled for parts. 

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