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What should I do to prepare for my installation?

We want your installation to run as smoothly as you do. That’s why we’ve got together the below steps to ensure you’re all set for the big day.

  1. Make sure you’re in
    • Somebody who is at least 18 or over will need to be present for the appointment, even if your meters are outside. Our engineers will need to come into the property to test some appliances before and after the work is done, so this is an important one!
  2. Clear access to your meter(s) 
    • The space around your meter(s) needs to be accessible and free of obstacles before our engineers arrive. As well as needing a safe space to work in front of the meter(s), our engineer will also need access to your main electricity fuse and your emergency gas control valve (ECV), if you have gas. This is needed in order to safely turn off the electricity and gas respectively during the installation, something that is required before each meter can be fitted. 
  3. Keeping the furry friends out of the way
    • If you have them, as lovely as they are, it’s best if they are safely shut away in one room throughout the entire installation. We know how curious they can be!
  4. Keeping everyone safe
    • During this challenging time, we kindly ask that you give us an additional helping hand by:
      • Letting us know as soon as possible if you or anyone in your home is vulnerable and/or self-isolating to ensure we don’t put anyone at risk
      • Making sure that the area around your meter and fuse box is clear of obstacles to help speed up the process
      • Adhering to social distancing, we ask that you give our engineer adequate space to safely work
      • Wearing a face-covering while interacting with our engineer/being in the same room

You can read more about the steps our engineering partners are taking to ensure our customers remain safe during the Coronavirus Pandemic here.

Will I be notified when the engineer is on their way?

This is something we can request from our engineering partners but unfortunately can't guarantee. This is because the engineer may not have the time to call beforehand, or the job may be passed to them whilst driving. Because of this, we do kindly request that somebody who is at least 18 or over remains at the property for the duration of the given time slot.

You can read more about our meter engineers here.  

What should I do if I need to change or cancel my appointment?

We know that plans can change. If you think for any reason you might not be available on the day of install, please feel free to arrange a new appointment. 

If you've booked via our booking portal, head to your online account to rearrange your appointment here. If you've booked via our partner engineers AES' smart meter booking portal, you can rearrange via this link here, using your customer reference number provided to you on email to login. You can do this up to 24 hours before your slot to avoid any cancellation fees. 

On that note, you may be charged a £30 missed appointment fee if our engineer is unable to gain access to your property. The same goes if we need to cancel on you, we will always try and give as much notice as possible, but should we cancel within 24 hours of your appointment then we promise to credit you £30 for the inconvenience.

My meters are in an awkward position. Can you also relocate them at the appointment?

Unfortunately, we are unable to move your meter(s) during your initial smart meter installation. Relocation works are a separate, chargeable job that may also require the involvement of your local Distribution Network Operator (DNO) or Gas Transporter (GT) if your main fuse/pipework needs moving too. 

If you are interested in having either one of your supply points/meters moved, we suggest contacting either your DNO or your GT first to request a quote for the work. If you’re then happy to go ahead, come back to us with the agreed date and we will arrange a separate appointment to match it. 

You can find out who your DNO and GT are via the Energy Networks Association website here.