Coronavirus (COVID-19)

We’re working with the government, industry regulator and health organisations to make sure we follow the very latest advice and are as prepared as we can be. Our priority remains keeping all our customers on supply and helping people to stay safe. Because of the current situation, we have decided to cancel all Smart meter installation appointments and we won't be taking any new bookings at the moment.

Find out what we're doing about the coronavirus

Managing your booking

Woamn checking her diary whilst using a laptop

Change your appointment so it fits around your schedule
Yound woman helping an older lady using a computer

Adding notes for the engineer visit such as a carer or guardian being on hand during installation
Engineer greets a customer on the door stop

Adding security notes for the visit such as asking the engineer to quote a password

Before installation day 

Please check your address, email and phone number on your online account. We’ll use these details to contact you about installing your Smart meter.

When you get your installation appointment, make sure the date and time work for you. You (or another adult) need to be there with the installers the whole time, even if your meter is outside.

It can take up to two hours to complete your installation. We'll need access to your electricity meter and your power will be turned off for about 30 minutes - even if we're only installing a gas Smart meter

If you can’t make it, you’ll be able to change your appointment online.

 

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Watch Getting ready for your Smart meter installation

On installation day 

If we have your mobile number, our installers will call when they are on the way and show you photo ID when they arrive.

Please keep young children or pets safe while the work is done. The installers will need to turn off your gas and electricity supplies for about 30 minutes each. They’ll also need you to switch off and unplug any sensitive electrical equipment, like computers, TVs or satellite systems.

Once your new Smart meters are installed, they’ll show you how your Smart meters and Smart energy display work, and how to spot money saving opportunities.
 

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Watch What to do on installation day

After installation 

Your installer will leave you with an Installation Pack, including a user guide for your Smart energy display and lots of great hints and tips on saving energy and money with Smart.

Take some time to get to know your display – it’ll be well worth your while. You can use our simple guide showing you how to compare your energy use daily, weekly and monthly.
 
Illustration of as mart meter and smart devices within a home