Smart meter
FAQs

Smart meters are the next generation of energy meters, communicating with energy suppliers via a wireless network similar to mobile phones or long-range radio, depending on the area. With a Business Smart meter, we can read energy usage remotely, allowing for accurate invoicing without manual readings or meter reader visits. However, if there are communication issues, such as a weak signal or unreadable meter data, we may need to estimate invoices, request a manual reading, or send someone to investigate.

Yes, but there are couple of conditions which will apply:

• For an electricity customer, the meter on site must be a Profile Class 1 to 4 and must not be Current Transformer (CT) metered
• For a gas customer, you must have an annual consumption equal to 732,000 kWh or less and you must not be classed as having a large gas meter

Since we can automatically and remotely take your meter readings, your invoices will always be accurate, meaning you only pay for the energy you've actually used. You won't need to provide any manual readings - we'll take care of that for you.

Yes, all energy users in the UK will be affected by MHHS. However, most changes will be behind the scenes. You may be asked to confirm information regarding your meters and supply points to ensure accuracy or to liaise with your Meter Operator (MOP) or supplier where a meter is not working or data collection is impeded. Suppliers and MOPs are currently assessing the most effective workflows and should communicate with customers directly.

For more information, please visit our MHHS hub.

Yes.

We are dedicated to offering you the best service possible. We will schedule appointments at times convenient for you, ensuring minimal disruption to your business. Additionally, we will explain how your Smart meter operates and discuss your options if we cannot install one.

If you’d like to find more information about Smart meters and CoMCoP, please see the links below:

There will be no changes to how your invoices look, but as long as we can communicate with your meter, your charges will be based on your actual usage instead of estimates - meaning you only pay for the energy you've used.

Unless we have to install an advanced meter due to a licence condition, you don't have to get a Smart or AMR meter if you don't want one. But this means you will miss out on the valuable insights your usage data can offer.

If you have an older Smart meter from a previous supplier, we will support its functions as best we can. If not, we will treat it as a traditional meter until we can exchange it for a SMETS2 Smart meter, which will allow for full functionality.

You can change your energy supplier based on your contract terms.

As stated in the Terms and Conditions (T&Cs), it's essential for you to inform us when you are moving to a new address. This allows us to send a command to your Smart meter, ensuring that your data is not visible to the new occupant. However, your data will still be stored in our systems, allowing us to address any enquiries from you or from regulatory agencies.

Booking an exchange couldn't be easier; register your interest and a member of our team will be in touch.

When they contact you, they'll explain your options, including the available dates and time slots for your appointment(s).

Please note that when registering your interest, you will need to let us know: 

1. How to access your site – are there any parking requirements, will our engineer need a permit or a parking ticket?
2. Where your meter is located – is the meter easily accessible, free from any obstructions and below eight feet in height?
3. Who the point of contact on the day of the appointment will be – have you included a name and telephone number?

If you have more than one meter you'd like to exchange for a Smart meter, please make sure to let us know when you get in touch. Please note that these may need to be on different days or at different times, depending on availability or site location.

You can get in touch whenever you're ready.

Our team of experts are here to help and will talk you through everything you need to know before booking your exchange.

No, we exchange Smart meters at no extra cost.

Depending on your meter's location and the complexity of your existing setup, it should take around an hour for your exchange to be completed.

A technician acting on our behalf will meet with you at the site. They'll check your existing meter and test the network signal to ensure its strong enough to send meter readings. They'll also take the final reading on your old meter so we can make sure you're not charged for any energy you haven't used.

Your energy meter will need to be turned off for about 40 minutes, and it will take about an hour to fit the new Smart meter. Please note that even if we're installing a new Smart meter for your gas supply, our agent may need to turn your electricity off (for health and safety reasons).

Once the new Smart meter is up and running, our technician will talk you through how to use it and take your first Smart meter reading.

We can still install a Smart meter, but we will need you to continue to send us your readings so we can work out how much you’ve used.

With a fully functional Smart metering system, you won’t need to take manual readings. However, if the communication signal fails or we can't use a sent reading, we may need to estimate invoices or send someone to investigate the issue.

If you’re a microbusiness and we’re able to communicate with your meter(s), you are able to access your HH data at no additional cost by visiting our HH data request page.

If you are not a microbusiness, please get in touch with us using your preferred method so we can discuss your options and enable you to access your HH usage.

Please be aware that if there is any fault and/or we’re unable to communicate with your meter, we won’t be able to provide you with this level of insight.

As standard, we will take monthly readings automatically from your Smart meter. If you wish for your data to be collected more frequently, please get in touch with us.

Here are the different options you can choose from:

No - your new Smart meter sends all its data through a special network that’s completely separate from your phone or internet connections.

We prioritise security and the safety of your data.

We’ve worked closely with our meter manufacturers to ensure that our installed meters are secure. Using international encryption standards, we safely transmit meter data, allowing only the registered supplier to send commands.

No, your data is stored in the meter and sent only to us and authorised parties according to your consent.

Actual readings are recorded daily on the meter and stored for 30 days. Consumption data is stored on a SMETS2 Smart meter for up to 24 months.