Who will be installing my smart meter?

We have partnerships with two experienced smart meter installers. The partner installing your smart meters depends on the area in which you live. Both follow the same procedures, so installations shouldn’t vary between the two. 

To read about the steps they're taking to ensure our customers are safe during the corona virus pandemic, please read our FAQ Page here.

Our partners:

For London, East Anglia, South and South East England we have partnered with AES Smart Metering. For more information see their website https://www.aes-smartmetering.com/
Customers in Scotland, Wales and the rest of England will be serviced by Morrison Data Services https://www.morrisonds.com/

How long will the installation take?

This depends largely on your setup and how accessible the meters are, but as a general rule we say to allow for two hours per meter. Please bear in mind that it could take longer if any issues arise during installation. 

Will my electricity and gas need to be turned off for the installation?

Yes, but not for the whole appointment. Your electricity will be switched off first and then your gas, both for roughly 30 minutes. Our engineer will inform you prior to switching them off so you're not caught by surprise.

What happens if the installation cannot go ahead?

Most of the installations will be successful without any issues, but some may not. If the installation can't go ahead due to technical issues (such as no access to the meters/equipment), the engineer will inform both you and us on the steps required to rectify the issues. Once this is completed, we can then re-book your appointment. 

If the installation cannot go ahead due to access issues for the engineer, we will look to reschedule your appointment for a later date, and you may be charged a missed appointment fee of £30

Will the engineer provide me with any further information?

Yes. The engineer will take you through your in-home display (IHD) and show you all the information it can provide. There may also be a tutorial guide included inside your IHD depending on the model you receive.

The Smart Meter Installation Code of Practice

The Smart Metering Installation Code of Practice (SMICoP) is a set of rules and standards that suppliers agree to follow when installing a new smart meter.

So Energy is a member of SMICoP, and we’re committed to ensuring that our customers receive a consistently high standard of service throughout the installation process. 

We’ll make sure that you’re giving all of the information you need and that you know how to best use and make the most of all of your new smart metering equipment. Our engineers will help you to understand how to use your smart metering equipment to improve the energy efficiency of your home, benefiting the environment and your pocket.  

The rules are set out by the Office of Gas and Electricity Markets (Ofgem), the government department that regulates the energy industry and ensures that consumers receive the best possible service and are treated fairly. 

Giving feedback on your installation 

We’ve partnered with a company called Accent to gather feedback from customers who are having new smart metering equipment installed. Accent will send you an email asking you to complete a short survey, the results of which they’ll then share with us to help us monitor and improve our service.   

The Smart Meter Installation Code of Practice can be found here.