The guide, published by the Department for Energy Security and Net Zero on 8 August 2025, outlines what consumers in England, Scotland, and Wales should expect throughout the smart meter journey—from installation to post-installation support [1].
Key Areas Covered:
- Installation Standards: Energy suppliers must follow clear standards when arranging and conducting smart meter installations. This includes providing advance notice, ensuring installers are properly trained, and offering flexible appointment times.
- Consumer Rights: Customers have the right to decline a smart meter, request a specific type (e.g. prepay or credit), and expect clear communication about how the meter works.
- Post-Installation Support: If issues arise after installation, suppliers are expected to resolve them promptly. The guide includes steps for consumers to follow if they experience problems.
- Maximising Benefits: Consumers are encouraged to explore flexible tariffs and energy-saving features enabled by smart meters [1] [2].
You can access the full guide here [1].
References