What happens next?

After you've booked your smart meter appointment, here's what to expect:

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If you’ve given us your mobile number or email address, we’ll send you a reminder before your installation appointment.

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Our installer will replace your current meter or meters – it takes about an hour to do each one, and your power and gas will each need to be switched off for around 30 minutes.

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Get smart

When installation is complete, the installer will show you how to use your smart metering system. With your in-home display you can keep an eagle eye on your energy usage.

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To check you’re happy with everything, we may contact you after the installation. We're always here to help answer any questions you might have too.

What to expect on the day of your smart meter installation

Watch our short video so you know what to expect when the installer arrives

Your questions about smart meter installations

How long does it take to install a smart meter?

It takes us around an hour to install a smart meter. So if you’re having meters installed for both your gas and electricity, it’ll take us about two hours.

Do I have to be at home when you fit my smart meter?

We do need an adult (someone over the age of 18) to be at home for the whole of the installation. But it doesn't have to be you.

My appointment slot’s between 8am and 12pm. When will the installer arrive, and how long will I have to wait in?

The installer can arrive any time between 8am and 12pm. They’ll call you when they’re on their way so you’ll know when to expect them. You’ll need to allow an hour for each meter being fitted – so if they arrive just before 12pm you’ll need to make sure there’s someone at home until 1pm if you’re having one meter replaced, or 2pm if you’re having two.

Will the installer call me before they arrive?

Yes – the installer will ring you when they’re on their way so you’ll know when to expect them.

Is there anything I need to do before the installer arrives?

It’ll help the installer if you can clear the area around your meter, including above and below it (e.g. any shelves around it). Please also keep any children or pets out of the way on the day.

Will you have to turn things off while you’re fitting the meter?

Yes, we’ll need to turn your supply off for around 30 minutes for each meter.

I haven’t asked for a smart meter. Why have you booked me an appointment to get one installed?

The Government have given energy companies targets to install smart meters in all British homes by 2020. And because we have an installer in your area ready to do this, we’ve gone ahead and booked it, even though you haven’t asked for one. Having a smart meter could save you money as you’ll only ever pay for the energy you use – so no more estimated bills. You’ll also get an in-home display which you can use to check exactly how much you’re using and when.

You don’t have to have a smart meter installed if you don’t want to. But that means you’ll miss out on the benefits. If you’re still not convinced, or you need to reschedule your appointment, give us a call on 0333 009 7000(1).


Smart meter benefits

Your smart meter measures how much energy you’re using and sends us a reading every half hour, daily or monthly – depending on what you choose. Your in-home smart meter display will show you:

  • Your energy use and spend by the hour
  • Information on your current and past usage, over the last day, week, month or year
  • Information on your energy use, giving you an indication of part of your carbon footprint.

When the installation is complete, your installer will do a full demonstration of your new smart metering system, including explaining the smart meter display to you. They'll give you a helpful guide for your in-home smart meter display. Remember, it’s entirely up to you whether you have an in-home display and you can change your mind up to 12 months after installation.

Got a question about smart meters?

Smart Metering Installation Code of Practice

We follow a strict, Ofgem-approved code of practice to make sure you receive unbeatable service throughout the whole installation process.

More about smart meters

What are smart meters? - Smart meter on a table

What are smart meters?

Smart facts, simply explained. Learn how smart meters work and why they’re replacing current meters.

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Smart meter benefits

Why a smart meter is a clever choice. Find out exactly how a free smart meter will help you.

Getting the most from your smart meter - Smart meter on kitchen counter

Getting the most from your smart meter

Smart ways to use your new meter – read our tips and tricks and get in the know about smart.

Get your free smart meter – check availability in your area

Log into MyAccount or register

Start your smart journey now! Register here or:

Don't have your account info to hand?

That's fine, we'll send you an email on how to get your smart meter set up at a time that suits you. Or call us on 0333 200 5104(1).

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