The Department for Energy Security and Net Zero (DESNZ), through the Smart Metering Implementation Programme (SMIP), has released Version 1.0 of the Smart Metering Product Issue and Incident Resolution Guidance, marking an important milestone in strengthening system‑level management of product and safety‑related issues across the smart metering programme.
The guidance provides a clear, proportionate framework for how significant, consumer‑impacting product issues or procedural incidents should be identified, escalated, communicated, and managed across the industry. It is intended to support the safe and effective rollout and ongoing operation of smart meters, while protecting consumer safety, confidence, and trust.
Version 1.0 has been developed in response to a Safety Advisory Group (SAG) action for SMIP to review and enhance existing arrangements for handling emerging product and safety issues. The aim was to improve clarity and consistency across industry participants, recognising the complexity of multi‑party delivery and the need for aligned responses where issues have potential system‑wide implications.
A key feature of the guidance is its emphasis on early and proportionate notification. It encourages timely escalation of issues that may affect consumer safety or confidence, even where technical investigation is still underway, helping to avoid delays that could increase risk or undermine public trust.
The guidance also focuses strongly on coordination and consistency of communications, recognising that fragmented or unaligned messaging across suppliers, networks, manufacturers, and metering agents can lead to confusion for consumers and stakeholders. It sets expectations for collaboration on consumer messaging and media handling, with DESNZ acting as a central coordination point where appropriate.
Clearer arrangements are set out for industry coordination and escalation, including when SMIP may convene relevant parties and stakeholder groups to support effective resolution of multi‑party issues. While responsibility for remediation remains with the impacted organisations, DESNZ maintains an oversight role to ensure issues are addressed proportionately and in a timely manner, particularly where inconsistent approaches could create further harm or uneven consumer experience.
Importantly, Version 1.0 places increased emphasis on learning and prevention. Beyond immediate remediation, the guidance establishes a mechanism for capturing anonymised lessons learned and sharing good practice across the programme, supporting continuous improvement and reduction of future risks rather than a sole focus on reactive response.
The guidance has been developed iteratively, informed by operational experience and extensive industry engagement. A draft was discussed at the Smart Meters Operations Group (SMOG) in December 2025, followed by targeted engagement with industry bodies, including representatives from the Energy & Utilities Alliance (EUA) and the UK Metering Forum (UKMF). Subsequent refinements addressed feedback on the scope of security‑related incidents, alignment with existing reporting frameworks, and sensitivities around the handling and onward sharing of commercially or contractually sensitive information.
The final Version 1.0 document was recirculated to SMOG members in March 2026 for sense‑checking, with no further comments raised. DESNZ has confirmed that it is now exploring appropriate options to make the guidance more formally available, while remaining mindful of governance, assurance, and information‑handling considerations.
The release of Version 1.0 represents a significant step forward in establishing a credible, system‑level framework for managing smart metering product and safety issues, reinforcing consistency, collaboration, and consumer protection across the programme.