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What to expect before your installation

Once we’ve confirmed your appointment for a smart meter installation, we’ll send you reminders two weeks before, and further reminders one week and the day before.

What you need to do before the appointment

  • Please make sure our engineer has easy access to your current meter
  • We'll need someone over 18 to be there while we install the meter, do please arrange this beforehand
  • Please pop any pets in a separate room so our engineer can work safely. We love pets, but sometimes they don't love us
  • We'll take a final reading from your old meter before your smart meter is installed. This way we can make sure your account is up to date
  • Keep a lookout for our SSE van. The engineer will be wearing an SSE uniform, and for your peace of mind, our engineers always carry an ID badge that they'll show you at the door

The smart meter installation process

  1. Inspection
    Our engineer will first do a visual inspection to check your boiler and other gas appliances are working correctly 
  2. Installation
    After these checks, our engineer will get started on the installation. It'll take around two hours, and the engineer will need to switch the electricity and gas off for around half an hour. They'll let you know before doing this, just in case you want to pop the kettle on beforehand.
  3. Final checks
    When the engineer has finished the job, they'll check everything thoroughly. You'll then be up and running. If you've got any mains connected alarms, it's worth double checking they're working correctly.

Still haven't booked your smart meter installation?

Book your smart meter installation

After your smart meter is installed

Picture of smart tracker in home

Once they've finished the installation, our engineer will explain to you how your new smart meter and Smart Energy Tracker work. 

They'll also give you a few tips on how to save energy.

Shortly after, we'll send you a survey so you can tell us what you think about our service.

Our commitment to you

Picture of smart metering process

We're committed to making your smart meter installation as smooth as possible. That's why we've signed up to the  Smart Metering Installation Code of Practise (SMICoP).

We promise to:

  • Arrange your smart meter installation for a time that suits you
  • Provide all the information you need in good time
  • Show you how to use and make the most of your smart metering kit
  • Ensure our engineers are trained to give you a high quality service

Smart meter help and support

Help with your smart meter

How do I get started with my smart meter?

When we install your smart meter, our engineer will explain how it works. We’ll also give you a Smart Energy Tracker, if you’d like one. It’s a handy little wireless device that connects to your meters and shows how much energy you’re using. Our engineer will talk you through how your smart meter and Smart Energy Tracker work together. You can also download our  Smart Energy Tracker - Quick-start guide  or Smart Energy Tracker - Full user guide . If your smart meters were installed a while ago, you might have a different device called a  Smart Energy Monitor .

Do I need one smart meter for gas and another for electricity?

Yes. We replace both your meters, one for gas and one for electricity. But you need only one in-home display (Smart Energy Tracker or Smart Energy Monitor) to show how much energy you’re using.

Do I need an internet connection and WiFi for a smart meter?

No. Smart meters contain a SIM card, like a mobile phone. They use their own secure wireless networks to “talk” to your Smart Energy Tracker and to us, so you don’t need an internet connection or WiFi for it to work.

Will I still get bills for gas and electricity?

Yes. You’ll still receive regular bills as you do now, either online or by post. The difference is that smart meters send us regular, accurate meter readings, so you shouldn’t receive any more estimated bills.

Can I get a smart meter installed if I’m renting?

Yes. If you pay your energy bills and they’re addressed to you, not your landlord, you are entitled to ask your energy supplier for a smart meter. You don’t have to ask permission, but it’s a good idea to let your landlord know.

Do I have to have a smart meter?

No. You’re not legally obliged to have a smart meter installed, but everyone will be offered the chance to upgrade to a smart meter by their energy supplier by the end of 2020. If you don’t want a smart meter, you’ll continue to use your current meters until their certification expires. For more information on the smart meter rollout, visit Smart Energy GB.

Are smart meters safe?

Yes. Smart meters have undergone rigorous testing under UK and EU product safety law. Public Health England, part of the UK Department of Health, has studied the evidence and said smart meters pose no danger to your health. Smart meters emit radio waves like mobile phones, but only in short bursts. And they’re not as close to your body. You should get less exposure to radio waves from your smart meter than from your mobile phone. For more details, see the government guidance on Smart meters: radio waves and health.

What is the Smart Meter Data Charter?

We’re committed to keeping your personal information safe. Our  Smart Meter Data Charter sets out the standards you can expect from us when we ask for and store your personal information. What’s more, smart meters work on separate, secure networks.

What is the Smart Metering Installation Code of Practice?

We want to give you a high quality of service. That’s why we’ve signed up to the Smart Metering Installation Code of Practise , a voluntary set of rules and standards for fitting smart meters – from pre-installation to installation day and making the most of your new smart metering kit.

Help with your Smart Energy Tracker

How do I use my Smart Energy Tracker?

You can find out more about getting started with your smart meter and Smart Energy Tracker. You can also download the Smart Energy Tracker - Quick-start guide and the Smart Energy Tracker - Full user guide .

Does the Smart Energy Tracker take batteries?

The Smart Energy Tracker has a rechargeable battery which you charge with the USB cable supplied. You can find out how on pages eight and nine of the  Smart Energy Tracker - Quick-start guide .

Does the Smart Energy Tracker show the energy use of individual appliances?

No. Our current tracker shows only your total gas and electricity usage.

Where should I put my Smart Energy Tracker?

Ideally, your tracker should be about two metres from your smart electricity meter. But make sure it’s somewhere you can see it easily to check how much energy you’re using.

My Smart Energy Tracker isn’t picking up a signal from my smart meter. 

Your Smart Energy Tracker connects to your smart meters using a wireless signal. If your tracker loses its signal, it could be because it’s too far away from your smart electricity meter. Try moving it closer to see if that solves the problem. Walls, windows and large metal objects can also affect the signal strength, so try to make sure there are as few obstructions as possible between your smart meter and tracker.

My Smart Energy Tracker is frozen or says “Searching for meters”.

If your tracker freezes or shows a “Searching for meters” message, it’s probably having trouble connecting to your smart meter. Try leaving your tracker as close as possible to your smart electricity meter for 24 hours. After that, switch the tracker off and on again. This should solve the problem. Remember your tracker only takes data from your smart gas meter every 30 minutes. If you think it’s not updating, it’s worth leaving it for half an hour to see if it changes.

My Smart Energy Tracker is making a beeping sound.

If your tracker beeps, it might be because the battery is low, or the signal it’s receiving is weak. For more information on these alerts and how to switch them on and off, see pages 40 and 41 of the Smart Energy Tracker - Full user guide .

The costs on my Smart Energy Tracker are different from my bill.

The cost that shows on your Smart Energy Tracker is based on your energy usage, but it’s for information only. It doesn’t include any additions like VAT or Direct Debit discounts you may have on your bill. These are done through our billing system, so they can’t be shown on your tracker. Don’t worry, all the information we use to work out your bill is completely accurate.

How often do my smart meters send information to the Smart Energy Tracker?

Your smart electricity meter sends information every ten seconds. For your gas smart meter, it’s about every 30 minutes.

Still having problems?

If your Smart Energy Tracker still isn’t working as it should, call us on 0345 071 3991. We’ll be happy to help

Help with your Smart Energy Monitor

How do I use a Smart Energy Monitor?

For guidance on how to use your Smart Energy Monitor, download our Smart Energy Monitor - Full user guide .

Does the Smart Energy Monitor take batteries?

The Smart Energy Monitor takes four AA batteries, or you can use it plugged into the mains using the USB power supply provided. For more details, see page eight of the Smart Energy Monitor - Full user guide .

Does the Smart Energy Monitor show the energy use of individual appliances?

No. It shows only your total gas and electricity usage.

Where should I put my Smart Energy Monitor?

Ideally, your monitor should be about two metres from your smart electricity meter. But make sure it’s somewhere you can keep an eye on it to easily check how much energy you’re using.

My Smart Energy Monitor says “out of range”.

If your Smart Energy Monitor says “out of range”, it isn’t getting information from your smart meter. Try moving it closer to your meter. Walls, windows and large metal objects can affect the signal strength, so make sure there are as few obstructions as possible.

My Smart Energy Monitor says “not paired”.

If your Smart Energy Monitor says “not paired”, please call us on 0345 071 3991. We’ll get your monitor re-paired with your smart meter.

How often do my smart meters send information to the Smart Energy Monitor?

Your smart electricity meter sends information every ten seconds. For your gas smart meter, it’s about every 30 minutes.

The costs on my Smart Energy Monitor are different from my bill.

The cost that shows on your Smart Energy Monitor is based on the energy you use, but it’s for information only. It doesn’t include any additions like VAT or Direct Debit discounts you may have on your bill. These are done through our billing system, so they can’t be shown on your monitor. Don’t worry, all the information we use to work out your bill is completely accurate.

Still having problems?

If your Smart Energy Monitor still isn’t working as it should, call us on 0345 071 3991. We'll be happy to help.