You've booked your smart meter installation - what happens next?

Here's what to expect after you've booked your smart meter installation appointment. And don't worry, if you've given us your mobile number or email address, we'll send you a reminder nearer the time. 

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We kindly ask you to make sure the installer can easily access your meters. Read our tips below to help you prepare for the installation. 

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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 meter in-home display, which shows your energy usage. 

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Smarter living

Use our easy energy efficiency tips to help you save money and keep an eye on your in-home display to see what difference it makes. 

How to prepare for your smart meter installation

To ensure everything goes to plan on the day of the installation, please follow these simple steps to get your home ready for the installer's arrival. 


Someone at home

Please make sure someone over the age of 18 is at home for the duration of the installation. Each meter takes about an hour to  replace, so if your slot is 8am to 12pm and you're having both meters changed, someone may have to be at home until at least 2pm.


Access to your meters

Please clear the area around your meter, making sure there's no clutter (such as jackets, bags, tables, etc.) so that our installer can work safely. 



Are your meters locked? 

If you live in a flat, your meters might be in a cupboard or an intake room for which a key is required. If you don't have the key, please ask your landlord for it. Please call us on  0333 200 5104(1) to reschedule your appointment, if you can't get hold of the key on time. 



Please make sure your pets are in a separate room on the day of installation so that our installer can work safely and efficiently. 

What to expect on the day of your smart meter installation

Our installers try to install your new smart meters with as little disruption to you as possible. Here's what happens on the day: 


  • When our installer arrives at your home, they'll always show you their ID.
  • Before the installation they'll have a look at the area around the meters to make sure it's safe and, while they're working, you'll be able to view energy saving tips on their tablet. 
  • Your power and gas will each have to be switched off for about 30 minutes, if you're having both meters replaced. 
  • Once your smart meter's in, the installer will show you how to use your in-home display so you can keep an eye on your energy usage. 
  • Our installer will leave your home clean and tidy. 


Watch our short video which shows you exactly what happens on the day of your smart meter installation. 


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).


More questions 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

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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 smart meter will help you.

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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.

Not signed up for your smart meter? Check availability in your area

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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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