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Smart meter roll-out FAQs

Why is there a smart meter roll-out programme?

The government views the smart meter roll-out as an important step in giving consumers more control over how much energy they use by providing accurate and timely information on domestic energy consumption. This will help consumers make more informed decisions to reduce domestic energy bills and carbon emissions.

Smart metering is also an important step to improve the efficiency of the energy network by balancing the energy supplies we have more accurately with our consumption patterns. This is a major undertaking for energy providers as the roll-out will see 50 million gas and electricity meters offered to 27 million homes by 2024.

When will I get a smart meter?

Each energy provider has its own plans for rolling out smart meters to customers. In accordance with government proposals, all providers will be obliged to offer their customers a smart meter before the end of 2024. Your energy company will get in touch at some point to arrange a suitable time and date for your smart meter to be installed.

The installation itself will be carried out by a trained installer from the energy company. A typical smart meter installation takes around one and a half hours – but this will differ from property to property, and depend on where your current meters are located.

Some providers may respond to requests for smart meters, others will work through different geographical areas one at a time. The government advises consumers to shop around and contact different energy companies to find out how they plan to roll-out their smart meter programmes.

Will there be any charges or additional costs to install a smart meter?

Both smart meters and in-home display units will be supplied by energy providers. There will be no up-front or one-off charge for installation – costs will be recouped over time through bills. As part of the installation, an energy company may offer to carry out an energy-efficiency inspection of your home, but you're not obliged to take up any of the recommendations, or buy any additional products.

When your smart meter is installed, it is important that you get advice on how to use it properly, either through your energy provider or an independent organisation, such as the Energy Saving Trust.

I currently have a pre-payment meter, will I get a smart meter?

All customers, including pre-payment customers, will be offered a smart meter. A smart meter will have the added functionality of being able to be remotely switched by the energy supplier from ‘credit mode to ‘pre-payment mode’ and vice versa. Consumer protection rules state that if a provider wants to switch you to ‘pre-payment mode’ they have to make sure it is safe and practical for you.

What will happen if I already had a smart meter before the mass roll-out?

The UK Government has developed a technical specification for smart meters installed under the roll-out. This means some smart meters previously installed may not comply. For example, they may not have the capacity to act as export meters. Energy providers may have to fit a replacement smart meter in your home (at no cost to the owner) before the end of 2024.

Some providers are successfully upgrading older smart meters remotely, without having to visit the home. We suggest that you discuss this with your energy provider now, and if possible, before having a smart meter installed.

Are there any risks to consumers during the smart meter roll-out?

The UK Government is working with industry, consumer groups and other stakeholders to ensure that the smart meter roll-out is conducted in the best interest of all consumers, particularly vulnerable ones. There is also a new code of practice for energy providers who install meters, to protect consumers from a range of potential problems including data protection and miss-selling.

A smart metering system will enable you to maintain control over the amount of consumption data passed on to the energy provider, as well as third parties.

Advice in Scotland

Call Home Energy Scotland for free on 0808 808 2282 Monday to Friday, between 8am to 8pm, and on Saturdays between 9am to 5pm.

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