Frequently asked questions

No. We're installing smart meters and in-home displays as part of a free, nationwide upgrade to all our customers.

Yes. To get the full benefits of smart, we're replacing all meters. You'll only need one in-home display as it will show you both gas and electricity usage and cost.

It takes about an hour and a half to install both gas and electricity smart meters. Our Smart Energy Expert engineers are fully trained to work quickly, safely and with care in your home.

We record meter readings from your smart meters for each half hour of every day. These will be sent to us wirelessly from your meter, once every 24 hours. We use these readings to give you useful information, and to ensure your meter is working properly so we can highlight any faults and repair correct them quickly.

Yes. Our smart meters have robust security features to protect your data at all times, including tamper proofing and encryption to send the information in a way it can't be intercepted and used.

No. Smart is available on our existing tariffs. Though we will be introducing some innovative smart meter specific tariffs in the future, so look out for those.

Because of the way your tariff works there will be slight fluctuations in the energy costs shown per kilowatt over the course of each quarter. This is completely normal and is explained in your existing terms and conditions. But rest assured all the information processed to work out your bill is completely accurate.

You can plug your display in wherever is convenient to you, as long as it's not in direct sunlight. Lots of people choose to keep it in their kitchen or lounge, so they can regularly check the display to see what they are using.

No. If your in-home display is unplugged it will automatically refresh the data when you plug it back in again.