How long will it take to install my smart meter?

Our engineers will always do their best to uninstall your old meters and install your new smart meters as quickly as possible.

Smart meter installations take around 45 minutes to 1 hour per meter, but this may vary depending on the age and type of your current meters and how they’re set up. For example, if you have relatively modern meters that are next to each other and easily accessible, your installation could be much quicker than if you have older meters tucked away somewhere that’s hard to access. Old meters could also have rusted up, making it harder to detach them from the wall.

You can help to speed up the installation by moving stuff out of the way. For example, if your meters are in a cupboard under the stairs, they’ll already be difficult to get at – please make life easier for our engineer by moving out cleaning products, outdoor clothes or anything else that may be stored there.

Will the power have to be turned off while my smart meter’s being installed?

Yes, but not for the whole time. Our engineer will get set up and then, once they’re ready to start the installation process, they’ll need to switch off your electricity, and then your gas, for about 20 minutes each.

Before the engineer arrives, we advise you to switch off electrical appliances like your television, oven and cable or satellite TV box to make sure they don’t get an electricity surge. If some of these appliances are old and have existing faults, switching them off may cause them to stop working. However, this is not due to the installation – it’s because they were already faulty.

What happens if I’m not at home when the engineer arrives?

It’s essential that someone over the age of 18 is in the property when the engineer arrives. If not, the smart meter installation can’t go ahead.

If you’re not in the property when the engineer comes, and you haven’t left anyone over 18 to let them in on your behalf, you’ll miss your installation appointment. If this happens we’ll have to charge you a ‘missed appointment’ fee. You would also have to rearrange the appointment for a different date, so it’s really important to arrange for someone over 18 to be in your property throughout the whole time slot when the engineer might arrive – even if you’re just popping out for a couple of minutes.

Remember, the time slots are: 8am -12noon, 10am - 2pm, 12noon - 4pm, 2pm - 6pm. So if you’ve booked a morning appointment, for example, you (or someone else over 18) needs to be at home from 8am onwards, and be ready to stay there until the engineer has finished the installation.

How much is the fee if I miss my appointment?

The fee for missed appointments is £30. We will charge this if you're not at home when the engineer arrives, or if no one over the age of 18 is at your property to let the engineer in. We’ll also charge this fee if you’ve left any items in the way so that the engineer can’t get to your meters.

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