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.