Supplier led roll-out
The government requires suppliers to install smart meters in their customers' homes, and is setting out rules to ensure that they do this in a way that is in the interests of customers, including rules around:
- data access
- security
- technical standards for the smart metering equipment
- meeting the needs of vulnerable customers.
Smart Meters will be rolled out as standard across the country by 2025. But there will not be a legal obligation on individuals to have one.
Energy companies will be required to install smart meters and take all reasonable steps to reach everyone. However, the government do not expect energy companies to take legal action to fit a smart meter if they cannot get the householder's co-operation.
So, does this mean you could refuse to have one? Yes, it does, unless your current meter is faulty or at the end of its certified life. But for most people it would be difficult to think of a genuine reason to refuse a smart meter. Refusing does not save you money and reduces the options you have to monitor your energy consumption and the selection of products and payment options open to you in the future.
Organisation
The Smart Metering Implementation Programme is led by the Department for Energy Security and Net Zero (DESNZ), regulated by the Office of Gas and Electricity Markets (Ofgem), and delivered by energy suppliers.
Before 2023 it was led by the Department for Business, Energy & Industrial Strategy (BEIS).
What to do if your Supplier has gone bust
If your current supplier has gone bust there is no need to panic, the only thing you need to do is take a meter reading as close as possible to the date of the transfer. Your energy supply will continue uninterrupted, and the balance of your account will be transferred to your new supplier. The transfer is complex, so it is best not to try to switch to another supplier at this stage as this complicates the process even more and increases the risk of something going wrong.
- Take a meter reading, sit tight and don't switch - if you already were moving to a new supplier this will continue.
- Wait for Ofgem to appoint a new supplier - Your supply won't be disrupted, and your balance of money will be protected.
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Read information from your new Supplier - Your new supplier will contact you with details of their recommended tariff; change this by contacting them if you wish. You will not be charged any exit fees from your old Supplier. The time it takes for your new supplier to contact you seems to vary widely from 4 to 12 weeks.
At this stage you can choose to move to another supplier but only after the new supplier has taken you on.
Ofgem have a list of suppliers that have gone bust with the name and date that the new suppliers took over.
(Page updated: 2022-06-10)
Questions & Answers
Supplier says to you that they must fit a Smart Meter - What should you say?
Looking at the install numbers from Elexon, the risk of getting an older SMETS 1 meter is low and you are very likely to get the latest SMETS 2 meter.
So we recommend you say Yes. We still recommend insisting on a SMETS 2 meter when ordering and when your installer arrives as:
- SMETS 2 meters are more secure than SMETS 1.
- Functions such as prepayment are more reliable across a range of suppliers.
- Although 15th March 2019 was the end date for installing SMETS 1 meters, this just means that suppliers can't count SMETS 1 towards their Ofgem targets. They could still install them if they have stock left over.
- Even if your supplier says they are installing SMETS 2 only, the installer may have some SMETS 1 left in their van to use where they can't get a SMETS 2 to work or physically fit.
- SMETS 2 meters will have a solution for high rise flats and basements where the meters and IHD (In House Display) are far apart. This is known as the alternative HAN solution and should be available in 2024.
(Updated: 2024-03-08)
My energy company told me that my meter is unsafe and I need a smart meter – What should I do?
Traditional meters have a recognised life within which should they record energy accurately. This life can be up to 45 years, but most are either 10 or 15 years. When they are beyond their certification date a supplier must replace them with another meter and must use a smart meter unless there is a technical reason why this cannot be done.
We suspect your supplier is using the word "unsafe" to reinforce the fact that this change is compulsory and not something you can refuse. However, they should not have told you your meters are unsafe as this is unnecessarily worrying and most likely not the case.
So don't worry. The meters are being changed to ensure they remain accurate which is in your best interests, so simply agree to have them changed, free of charge, at your convenience. (Updated: 2023-02-12)
Why do my meter, IHD and account show different values?
Due to the challenges of communicating with the meter and In Home Device (IHD), it's possible for the meter, IHD and your account to show different things.
Only meter readings are important for your bill, whether supplied by smart meter automatically or by you manually. The meter readings are used by your supplier to calculate a bill in their billing system.
Therefore, follow these checks to ensure your billing is accurate:
- Check your Smart Meter reading (from your Smart Meter and not from the IHD) is on your online account. If it isn't, send it in manually.
- Once your readings are provided your online account will produce an accurate bill.
- If your IHD does not match your bill don’t worry as many things can affect what the IHD shows. To get your IHD working properly contact your supplier.
(Updated: 2022-11-12)
Why do suppliers keep pushing Smart meters?
It may seem strange why suppliers keep pushing smart meters even though customers can just say no. The reason for this is that suppliers must tell the regulator Ofgem every year what they will achieve by the end of the year in terms of % of customers with a Smart Meter, and they must not miss this target.
Ofgem will also check that the rate of installation is high enough to cover most customers by June 2025, so suppliers can't get away with just giving a low figure.
If suppliers don't achieve this forecast, then they get fined. For example, EDF Energy was fined £350k in June 2018 for missing their own forecast target. (Updated: 2021-11-13)
Can I refuse to have a smart meter installed?
You are under no obligation to have a smart meter installed in your home unless your existing meter is faulty or has reached the end of its certified life. If you refuse you can change your mind and accept one later. However, there will come a time when only Smart Meters are available and so if your meter breaks due to a fault a Smart Meter will replace it.
You can discuss any concerns you have about smart meters with your supplier. See our Good or Bad? page for information on why some people are worried about Smart Meters. (Updated: 2024-03-28)
Can my supplier charge me for a Traditional Meter?
Although you can simply refuse a Smart Meter when offered, you cannot refuse one if your existing meter is faulty or has reached the end of its certified life. In these circumstances some suppliers may have some stocks of traditional meters left which they could offer you if they wish. However, they have the right to charge you for the installation of a traditional meter as it increases their operational costs and does not help them meet their obligation to install Smart Meters.
In June 2020 BEIS stated that they considered such a charge can be reasonable, for example, if a non-standard metering service is requested by the consumer where a smart meter could be deployed. (Updated: 2021-05-07)
What's in Standing Charges?
Standing Charges are the daily fixed charges we pay to suppliers for electricity and gas.
Suppliers face daily fixed costs for each customer for distribution in the local network and transmission across the country of the energy used. These costs vary by region. Most suppliers just add up these costs and pass them through to the customer which results in the fixed daily charge we all see. This keeps charges cost reflective which is usually the best way to share out costs.
Another addition to the Standing Charge has been the suppliers' administration costs when taking on the customers of failed suppliers.
Prepayment customers also see a higher Standing Charge as they face the additional costs of supporting payment networks.
There are calls for suppliers to eliminate standing charges by recovering those costs in unit rates. However this would be less cost reflective and means that larger consumers would subsidise the energy bills of light users.
(Updated: 2022-09-15)
Could my gas fire be disconnected?
When the installer fits your Smart Electricity and Gas Meters, they will look for potential safety issues on your appliances.
As part of the installation rules, they are required to place a warning notice and, in some cases, cap off anything that looks potentially unsafe and ask you to get it checked and fixed if necessary. For example, if it looks like the flue for your gas fire is blocked, they will attach a safety warning to it with instructions not to use until you get a Gas Safe Engineer to fix it.
It could turn out that there is nothing wrong, but this is for your own safety, the policy here is better safe than sorry.
All installers who work on gas meters are Gas Safe registered. (Updated: 2023-10-02)
Why does Prepayment cost more?
Prepayment tariffs cost more than credit tariffs as additional systems are required. For both traditional and smart meters, suppliers have to put in place agreements with Paypoint and/or Payzone to allow customers to top up the credit on their meter.
Additionally some prepayment customer have to pay back debts to their supplier which means they will have to top up more to cover the debt payment.
(Updated: 2022-09-05)
How long does the IHD take to set-up?
The IHD (In Home Display) provided with your Smart Meters can take up to 6 weeks to be set up properly. In this time your IHD may have out of date firmware and wrong settings such as the wrong tariff, and so could provide misleading information.
However, this will not affect your bills as the IHD is always for information only. Bills are generated by your supplier’s billing system using meter readings from the Smart Meters.
(Updated: 2022-09-12)
Why is usage showing on IHD when I’m not using any?
Your In Home Display (IHD) will show the standing charge each day. This is usually added at midnight for the next day, so even if you’re not using any energy you will see this every morning. (Updated: 2023-09-24)
Does the meter work on GMT or Local Time?
Internally the meters work on UTC (Universal Time Coordinated) which is the same as GMT. However, for tariffs, time blocks can also be expressed in local time or clock time. Both meters and IHD can display local time including correction for BST (British Summer Time). (Updated: 2023-09-24)
Can I have my Smart Meter removed?
Once you have a Smart Meter you cannot go back to a Traditional Meter. The suppliers' stocks of Traditional Meters are nearly gone, and they are not being manufactured or refurbished anymore except in small quantities. (Updated: 2024-02-11)
When will my SMETS 1 meter operate again?
The upgrade and transfer of SMETS 1 (Smart Meter Equipment Technical Specifications) meters into DCC's systems is planned to occur between June 2019 and the end of 2022.
For more information see Enrolment and Adoption on DCC's website.
Provided your meters are on the list of meters which can fit into this process on table SMETS 1 Meters for adoption by DCC they should start working again during that transfer period. (Updated: 2021-12-06)
Is my Smart Meter working?
Citizens Advice have developed a tool to tell you what type of smart meter you have in your home and if it's working in smart mode. The tool can also tell you if your meter should work in smart mode after switching supplier.
Access the tool here: Citizens Advice Smart Meter Checker. (Updated: 2021-10-30)
My supplier is charging more at peak times. Is this right?
Yes, that makes sense as it reflects the wholesale price that the supplier has to pay.
A single rate tariff will average the costs across the entire day, but a multi-rate tariff will have a lower base rate and a higher peak rate. This allows customers to save money by shifting their load from the peak times to the base times.
If you take no action the overall cost should work out about the same as a single rate tariff. (Updated: 2022-01-12)
What is surge pricing?
Media headlines about electricity surge pricing have suggested something bad is going on - it is not. When the media use the emotive term surge pricing, they are referring to the facility to price different time bands at different prices. This has been going on for decades, Economy 7 is an example.
This does not mean it will cost people more as, firstly you would have to agree to be on such a tariff, and secondly if you do not change your pattern of use it is likely to cost you the same as a simple tariff. The advantage is that if you reduce your demand at the times of high prices you will save money.
Smart meters make it easier to provide time banded rates as they can provide time bands at 30 minute intervals if required. (Updated: 2024-02-08)
Can I buy an IHD off Amazon or EBay?
Do not buy a replacement IHD from Amazon or EBay or other general sales outlets as you won't be able to pair the IHD with the Comms Hub. Only a supplier can carry out this process with a normal IHD. Some IHD manufacturers are now making devices which customers can pair themselves, known as Consumer Access Devices (CAD). For an example see the Ivie Bud on our meter data page. (Updated: 2022-09-22)
Will my meters have to be changed if I change supplier?
There are a number of meter standards out there currently, only the latest SMETS 2 standard is fully interoperable, meaning only SMETS 2 are supported by all suppliers and allow customers to switch without losing any services or requiring any equipment changes. SMETS 2 meters are now being installed in large volumes.
SMETS 1 meters usually require replacing when you change supplier to retain a smart service. However, due to the large volume of SMETS 1 meters, there is now an agreement to allow SMETS 1 meters to be upgraded and enrolled into the new DCC systems and thus allow smooth switching for customers.
See our SMETS 1 Meter page for a list of SMETS 1 meter types that can be upgraded. (Updated: 2019-10-21)
Does my meter produce my bill?
Although your meter calculates your bill so that the cost can be shown on your IHD (In Home Display), your supplier will calculate and produce a bill independently using the meter readings collected from your meter. Suppliers do this so that they can produce a bill even if the communication to your meter is broken, i.e. requires an estimated bill. (Updated: 2023-07-28)
Does my SMETS 1 meters have to be replaced?
In early 2018 the government and industry agreed to build interfaces which allow the earlier SMETS 1 (Smart Meter Equipment Technical Specifications) Smart Meters to be moved to the new DCC system supporting SMETS 2 meters. This means that, although you may have lost Smart functionally when you changed supplier, when it is enrolled into the new DCC system that functionally will come back, and you’ll be able to change suppliers without technical problems. The process of moving the meters across system is called enrolment and adoption.
See our SMETS 1 Meter page for a list of SMETS 1 meter types that can be upgraded.
(Updated: 2024-02-08)
Does the value on my IHD include the Standing Charge and VAT?
The costs you see on your IHD (In Home Display) include the standing charge and VAT. If you think the tariff is wrong, you can ask your supplier to send a "Update Tariff Configuration" command to your Smart Meter installation.
This will refresh the tariff information on your Smart Meter and In Home Display. (Updated: 2022-08-22)
Do Smart Meters support Economy 10?
Smart Meters can support Economy 10 (10 hours off peak) but most suppliers have not set up their systems to configure the meter and provide billing support. This is likely to be a commercial decision perhaps because there is little difference between some of the E10 rates and single rate prices.
Smart Meters can support more or less any tariff by configuring the time bands and prices. (Updated: 2024-02-08)
What is credit and prepayment mode?
Credit mode is where you pay for energy though a paying a amount of money regularly, usually a fixed amount. If your energy consumption goes above what you have paid for the supplier will allow you to re-pay over a period thereby offering you credit.
Prepayment is when you pay in advance for your energy by charging a key or putting coins in a meter. Smart meters allow you to pay through the internet.
(Updated: 2022-09-05)
Do I have to be at home for the installation?
You must be at home for the installation even if your meter box is outside. The government rules under Smart Meter Installation Schedule (SMIS) say that suppliers must explain to you how the Smart Meter and In Home Display work. Additionally, it is considered dangerous to disconnect and reconnect the supply without checking with the householder that it is safe to do so. (Updated: 2024-02-08)
What will energy companies do with the information they collect about my energy consumption?
Under Ofgem codes published July 2013, you can dictate how much data your energy supplier can retrieve from your smart meter and whether your supplier can share that information with third parties. See our Customer Rights page for your rights on meter readings. You can also decide whether or not your supplier can use that information for marketing purposes. Just call your supplier if you want to check or change your preferences. (Updated: 2019-10-21)
Someone has offered me a Meter Key. Should I buy it?
Only buy meter keys from your supplier directly. Criminals can clone prepayment meter keys and offer them to you at a discount say, £20 for £40 of energy, but your supplier can easily detect this over time. You will end up paying the full amount for the energy and paying the criminal too. (Updated: 2022-06-26)
I have a SMETS 2 meter. Will it work after switching suppliers?
If you have a SMETS 2 (Smart Meter Equipment Technical Specifications) meter it has to be commissioned through DCC which is a common service used by all suppliers. Therefore, you are safe to switch as your meter will continue to work with your new supplier.
SMETS 1 meters often use different support systems across different suppliers and therefore fail to work after switching suppliers. (Updated: 2020-01-07)
Why does my IHD show CO2?
The measure of CO2 on your IHD (In Home Display) shows the amount of CO2 given off by power stations generating the electricity you are using. The calculation is set by Ofgem based on the average amount of carbon dioxide emitted for every kWh of energy generated. The average is for the fuel mix across entire UK energy industry, so may be misleading if you have opted for a CO2 free source such as Wind or Nuclear. (Updated: 2018-06-03)
Too high for a Smart Meter?
If your existing meter is mounted high up on the wall and you use a ladder to read it that should not stop you from having a Smart Meter.
Meter fitters have ladders in their vans. Different companies specify different height limits and these are anything between 6 feet and 8 feet.
It will be best to warn your supplier if you have a high up meter as some will send an additional meter fitter to help with the installation. (Updated: 2023-05-29)
What is an AIHD?
An Accessible In Home Device (AIHD) has all the great features of a regular IHD, with the addition of accessibility features. These can include tactile buttons with feedback of a button press, a text-to-speech function for screen navigation and adjustable volume for the text-to-speech function.
When installing smart meters, the engineers usually carry AIHDs in their vans and ask whether you need an accessible device. But it is best to request one when you are booking your Smart Meter Appointment so they can ensure they have one to hand. (Updated: 2023-07-28)
Why are Smart Meters more accurate?
It is a bit misleading to say Smart Meters are inherently more accurate than traditional meters as they all must meet the same standards. The improved accuracy is around billing, as meter readings will be collected automatically and stamped with the precise date/time.
(Updated: 2017-08-14)
Broken Meter Box
The householder or landlord owns the meter box and so is responsible for its maintenance. If it’s broken it should be replaced or repaired. A replacement box or door can be purchased from most building supply companies. (Updated: 2023-05-29)
Are there special considerations for the location of a Smart Meter?
A meter fitter is told what equipment is needed before visiting a premise to fit a SMETS 2 meter. This was determined by national site surveys to determine the signal strengths across the country. In the Central and Southern Regions this includes whether an aerial or mesh setup is required.
Once on site the fitter will test the recommended equipment to see if it can communicate and add additional equipment if possible.
The Smart Meters must be fitted in place of your old meters as it is expensive to move the incoming power cable and gas connection, and not good to have long cables from the main fuse (cutout) to the meter.
(Updated: 2024-02-08)
I rent my home. What happens for me?
If you rent your home and pay your energy bill direct to a supplier, the request and installation of a Smart Meter will happen in the same way as those who are not renting. You don't need your landlord's approval, but you should inform your Landlord that it is happening in case the suppliers also contact them. (Updated: 2019-10-21)
My IHD is showing the wrong time.
If your IHD (In Home Device) is not showing the correct time, the IHD is not paired to the comms hub. Contact your supplier who will re-pair your devices. (Updated: 2023-07-28)
How far can I move my IHD?
Try to keep your IHD (In Home Device) within 6 metres of the comms hub on top of the electricity meter. If there are walls in the way the signal will decline significantly. (Updated: 2024-02-08)
Which supplier do I contact regarding my meter?
Always contact your current supplier regarding any problems with your meter or IHD. The installing supplier no longer has any responsibility for your Smart Metering installation once you have changed suppliers. (Updated: 2023-07-28)
Can I have a smart meter if I'm a prepayment customer?
Yes. Smart meters work in both credit and prepayment modes. In fact, prepayment customers will have more flexible payment options available to them with smart meters, including remote top-up facilities. (Updated: 2022-10-31)
Who will install my smart meter?
Your energy supplier or an installer acting on their behalf will fit your Smart Meter and In Home Display. Ofgem has enacted the Smart Meter Installation Schedule (SMIS), which protects customers by prohibiting sales attempts during installation (unless previous consent has been given by the household). The code also ensures companies will properly explain how the smart meters work and outlines how households can use the data available to them to improve their energy efficiency. (Updated: 2022-04-14)
Lost Meter Box Key
The householder or landlord owns the meter box and is responsible for its maintenance and the key to access it. Fortunately, meter box keys are cheap and available from most DIY stores. (Updated: 2023-05-29)
How does a Smart Meter help me change Supplier more easily?
A Smart meter will automatically provide the supplier you are leaving, and the supplier you are moving to, with the correct meter reading for the exact point of changeover. Often this reading was a point of confusion as there could be different views of the changeover reading between suppliers and the customer.
On SMETS 1 and earlier meters there have been problems with customers losing Smart functionality when changing supplier, this is addressed by the new DCC system which supports SMETS 2 meters and upgraded SMETS 1 meters. (Updated: 2019-10-21)
When will I get a smart meter?
Each supplier started installing high volumes of SMETS 1 Smart Meters in 2017, and started on SMETS 2 meters in 2018. They are keen to install as many as they can to meet government targets. Whether they can install at your particular address is mainly governed by the signal availability on the new SMETS 2 DCC Network; there was 97% coverage by the end of 2018 and 99.25% by the end of 2020.
Contact your supplier if you would like a smart meter installed, however, it is up to you if you want a smart meter as they are not compulsory unless your old meter has failed or reached the end of its certified life. (Updated: 2022-03-31)
How long will it take to install a Smart Meter?
A typical installation will take about one hour per meter. However, this will vary according to your property and where your meters are located.
Your electricity and gas will only be off for about 20 minutes though. (Updated: 2019-10-21)
Can I still switch energy supplier if I have a smart meter?
Yes. Ofgem has put in place regulations to ensure that smart meters do not present an obstacle to customers wanting to switch suppliers. Should a customer have a smart meter installed and wish to switch to a supplier not yet supporting the technology, the new supplier is obligated to take on the customer, and the smart meter will be operated as a traditional meter, meaning you will have to provide meter readings. The new DCC system allows customers to retain Smart functionality when switching between suppliers. (Updated: 2019-10-21)
I live in a block of flats. When will I get a Smart Meter?
Large blocks of flats, say over 20 homes, can have technical problems connecting the Smart Meter to the In Home Display, as the meters are often in a common area at some distance from the room where the In Home Display will be located. The roll-out to these properties will be in 2021 when technical solutions have been investigated and commissioned by a new company set up specifically to find solutions, the Alt HAN Co Ltd.
Small blocks of flats are being treated the same as other smaller properties during the national roll-out. (Updated: 2020-02-05)
My supplier says my signal is too weak?
Smart meters communicate through mobile communications and so the signal strength is an important factor to consider for installation.
For SMETS 1 meters the installer will usually test on site and make a decision there and then whether to install. If there is not a sufficient signal, they will usually walk away.
For SMETS 2 there are more options. The communications are provided by the Data Communications Company (DCC) and suppliers can check that a premises has communications before visiting a site. Once on site they can check with a signal checking device if the signal is strong enough in the meter location. If it isn’t they can fit a number of different aerials to try to boost the signal. If that doesn’t work an external aerial or an alternative mesh communications method is available in some areas. Even then they can leave the meter de-commissioned and ask the DCC to get the communications working. (Updated: 2017-02-01)
Can I insist the new Smart Meter is put outside?
New meters will be installed in the same place as the old meters unless you request and pay for them to be moved. Costs for this vary considerably depending on your house construction and layout.
Contact your supplier first and they will tell you if you need to engage your DNO (Distribution Network Operator) as well. (Updated: 2024-02-11)
What is a PPMID?
Customers who opt to pre-pay for their energy should have a fall back means of applying a top up locally to their meter in the event of a temporary loss of WAN communications. This can be most easily achieved with a PPMID (pre-payment meter interface device), which allows the customer to easily enter a purchase reference number. Most suppliers now use IHDs (In Home Displays) with integrated PPMID functionality. (Updated: 2020-02-09)
What is a Meter Timeswitch Code?
The Meter Timeswitch Code (MTC) is an industry refence number which indicates how many registers your electricity meter has and the time periods they measure. For example, the MTC could show your meter has two registers and one will record day time consumption and the other the night time consumption.
The MTC code is contained within your MPAN (Meter Point Administration Number). (Updated: 2024-02-08)
