Guiding you through

your smart meter installation.

• Before we arrive, we'll give you a call to make sure it is safe for our technician to enter your home.

• We’ll always keep a social distance of at least 2 meters between the technician and anyone in your home. We'll also ask you to stay in another room during the installation.

• We make sure our technicians wear appropriate PPE, sanitise gloves between each job and sanitise any surface that they touch. Please open all the doors to the meters and if possible open any windows to help ventilate the area.

• To get you started, our technician will get your in-home display up and running, show you how to use it and give you tailored energy efficiency advice, all from a safe distance.

• We’ll make sure to take all our waste with us in accordance with our safe working methods.

• We won't charge you for cancelling your appointment if you or anyone in your home is displaying symptoms or has concerns. You can rebook for a later date.

We have an obligation to install smart meters as part of a government-led nationwide upgrade programme. The Government requires suppliers to roll out smart meters as standard to homes and small businesses across Britain. The good bit for you is that smart meters come with a range of benefits:

• You can see how much energy you're using in pounds and pence with the very helpful smart In-Home Display.

• Your meter readings are sent to us automatically.

• Estimated bills are a thing of the past. You should only get an estimate if you change tariff or there's a price change and we haven't yet had a reading for your new product or price.

Absolutely nothing. Not a penny. We'll do it all for free, including setting up your In-Home Display.

If you're not ready for a smart meter yet, give us a call us on 0808 501 5200 and let us know.

• First things first, when your technician arrives, they'll introduce themselves.

• We check the mobile signal is strong enough to communicate with your new smart meter(s). If there are any problems, we’ll let you know and what the next steps are.

• We'll set up your smart In-Home Display, show you how to get the most from it and leave you with a helpful guide.

• Once we've checked everything is working, we can give you advice on how to reduce your energy use. Then it's goodbye to your old meter(s) as we'll take them to be recycled.

We aim to change your meter in about an hour, so if you're having both done it'll take a couple of hours. To not disrupt you too much, we only switch off your electricity and gas supply at the point of changing your meters.

Not to worry, we'll only change the meter for the fuel you have with us. If you choose to move your other fuel to us then we can arrange for both to be done in the same visit, otherwise we recommend speaking to your other supplier.

Normally we only send one technician to your home, however if we do send two then we'll let you know before we arrive.

When you're booking your appointment please let us know if:

• Anyone in your home is of pensionable age, over 80, under 5 or under 17.

• Anyone has any medical conditions or dependency on an energy supply that we need to be aware of.

• You live in sheltered accommodation as we'll need to work with the warden to get access to your meters.

• You'd like us to arrange your appointment with someone else, for example a family member or friend as well if you'd like someone to be there with you on the day.

• You'd like us to talk to you using British Sign Language during installation.

Give us a call on 0808 501 5200 and we can set up a passphrase for our technician to use on the day.

Your smart meter might start acting like a normal meter if you change suppliers. If this happens, your supply won't be affected, however you'll need to give meter readings as your smart meter won't send them.

A smart meter can collect your usage information monthly, daily and every half an hour. We’ve arranged to collect your electricity and gas data half-hourly. If we’re able to, we’ll collect it at the same time we take your monthly meter readings.

In the future, your consumption data will help us to understand how you use your energy so that we can give you tailored advice, and let you know how much energy we’ll think you will use. If you are the account holder, you can change the way we collect data from your meter now or at any time in the future by calling us on 0808 501 5200.

We’re installing your smart meters in accordance with the Smart Metering Installation Code of Practice, which is the industry standard for smart meters. If you would like more information, visit recportal.co.uk/smicop.

If you currently choose to pay on receipt of your bill this will change once we’ve started to receive readings remotely from your smart meter.

Once you have a smart meter, you’ll start to benefit from monthly billing. The shorter and more regular bill period makes it easier for you to budget and stay on top of what you use.