Frequently Asked Questions

No, the government requires that smart meters are offered by energy suppliers to all small businesses and homes, but smart meters are not a legal requirement.

Therefore it’s not compulsory to have a smart meter installed, and whether you accept one is completely up to you.

You can use the Smart Meter check tool on Citizens Advice to see what type of smart meter you have in your home and if it’s working in smart mode. You will also be able to view if your smart meter should work in smart mode following the switch. 

If there are any issues with your smart meter, or the equipment such as the In Home Display (IHD), it is your supplier’s responsibility to investigate.

If the site engineer identifies a fault during the installation, you will be informed what the problem is and advised what will happen next.

You will be provided with contact details in order to report faults.

You will be given a timescale when the fault is likely to be resolved, and contact details in order to check the progress of the resolution.

You will be provided with the ability to feedback on their installation experience. This can be written, electronic or verbal. The supplier should act on the feedback to improve the installation experience.

If you are unhappy about your smart meter installation get in touch with your energy supplier.

Your supplier’s obligations can be seen within each section of the SMIS, which outlines what energy suppliers must do when installing a smart meter to homes and small businesses.

• your supplier should provide you with contact details in case you any complaints, as well as explain who you can go to in order to get redress.
• your supplier must have arrangements in place to handle and resolve complaints in a timely manner.

Contact your energy supplier to arrange a smart meter installation, through their website, app or telephone services.

Your supplier will agreed a time and date for the installation with you, explain what you should expect, roughly how long it will take and if there’s anything special you need to do before the visit.

If you aren’t sure who your supplier is, try the Find My Supplier service  https://www.findmysupplier.energy/webapp/index.html

If you are a domestic customer, there will be no charge for the installation of the smart meter your supplier offers.

There is no extra cost for the in home display, and you won’t have an extra charge on your bill because you choose to have a smart meter.

A domestic customer can agree in advance to have a meter that exceeds the minimum requirements installed, and this may be charged for.

If you are a micro business customer, you will be made aware of any charges before the installation visit.

Customers have the opportunity to tell their supplier about any additional needs when organising the smart meter installation visit.

Energy suppliers are required to accommodate reasonable customer requirements when scheduling the smart meter installation, such as:

• the needs of cultural traditions or religious beliefs;
• the differing needs of Vulnerable Customers;
• if a carer or another person with legal responsibility needs to be present during the installation visit;
• the needs of domestic residents at a micro business supply point;
• any operational business needs of a micro business customer

Get in touch with your supplier to find out information about what kind of meter they plan to install.

If you aren’t sure who your supplier is, try the Find My Supplier service  https://www.findmysupplier.energy/webapp/index.html

Your meter installer will be appropriately qualified.

There are a number of accreditation schemes referenced in the Consolidated Metering Code of Practice, or which are linked to Smart Meter installations.

• National Skills Academy for Power
• Gas Safe Register
• QCF and ACS Gas Qualifications
• Energy Efficiency Schemes (City & Guilds/NVQs, or equivalent)
• IGEM Standards

This list is not exhaustive.

If you are a customer you can find out more information about Smart Meters from your Supplier, or via Citizens Advice.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/getting-a-smart-meter-installed/

Citizens Advice is a network of charities that provide people with information about lots of topics, including energy.

The Consolidated Metering Code of Practice (CoMCoP) is a regulatory code that was developed to deliver the Licence requirement for energy suppliers to follow an approved installation code of practice when installing the first smart meter for domestic and micro business customers.

The code sets out the minimum standards to be followed by Energy Suppliers and their agents throughout the installation process.

The main objective is to make sure customers:

• receive a high standard of service throughout the installation process, and
• know how to use and benefit from the smart metering equipment, improving the energy efficiency of their home or business.

The standards in the CoMCoP ensure that the policies established through the Smart Metering Implementation Programme are met. These programme policies include offering an In-Home Display (IHD), Energy Efficiency Guidance and to provide the opportunity for the Customer to have a demonstration of the Smart Metering System installed (Meters and IHD – if taken).