This page provides information relating to Smart meter appointments and also the In Home Display (IHD) linked to your Smart meter. There is also details around your bills and consumption, along with general questions
Should your circumstances change, you can reschedule your smart meter install appointment. Please let us know at least 24 hours in advance of the appointment date and time. You can do this in several ways:
There are a number of reasons why your installation may not be possible at this stage. For example,
If you haven’t already done so, you can register your interest and we’ll be in touch as soon as we’re able to install a smart meter at your property.
A smart meter installation comes at no extra cost to you and includes an In-Home Display (IHD) that allows you to monitor your energy usage. You currently pay a very small maintenance charge with your existing meter which is built into your bill, and this also applies to smart meters.
The UK Government requires energy suppliers to install smart meters in homes and business across Great Britain by the end of 2025. At present it is your decision whether to accept them, unless your meter is faulty or at the end of its certified life where a smart meter may be the only meter we have available. However, smart meters bring lots of benefits and could help you save money on your energy bills.
For more information and for general Energy Efficiency advice please visit scottishpower.co.uk/energy-efficiency.
You can also visit the Smart Energy GB (SEGB) website for further information.
Yes, if your gas and electricity meters require to be replaced then we will install smart meters. You will only need one In-Home Display (IHD) to view your usage for both gas and electricity.
Typically, they’ll be installed in the same location as your existing gas and electricity meters.
Like all wireless devices, the In-Home display can sometimes experience low signal or lose signal completely with your smart meters, so make sure you keep it in a place where it’ll maintain signal.
Many customers keep their IHD in the kitchen but make sure that the IHD maintains a signal with the meter in whichever location you choose.
The internal battery* allows you to carry the IHD around the house to investigate the effects of turning appliances on and off. This battery will last for approximately 1 hour before it needs to be reconnected to the power source.
*Over time if you experience problems, it could be necessary to check if the internal battery needs to be replaced.
A fully charged IHD will last approximately 1 hour when left unplugged from the mains supply. The low battery icon flashes when approximately 15 minutes use remains, at which point you should recharge the device.
Like all wireless devices, your IHD can sometimes experience low signal strength or lose signal completely with your smart meter(s). The easiest way to correct this is to press the on/off button on the back of your IHD for 10 seconds and move it closer to where your smart meter is located. Then turn your IHD back on and this should restore the connectivity and it will begin to display your data. Your data will normally be refreshed within 30 minutes. If you continue to experience problems with your IHD, please get in touch.
Yes, the smart meter stores your consumption data and once your IHD is powered back on it will retrieve your consumption information from your meter and be visible on the display. Your data will normally be refreshed within 30 minutes.
When you change your tariff, it can take up to 7 days to be reflected on your IHD. Please be assured that this will not impact your bill in any way and that you will be billed on your new tariff rates even if they have not yet updated on your IHD.
Your new IHD provides you with near real-time updates on your energy usage and shows your consumption history. Most people’s consumption varies day to day and may be different due to several factors. For example, having more people in the house normally leads to higher consumption or having set days for washing and drying clothes could mean you use more energy on certain days. You can find helpful energy efficiency advice on our website.
Your IHD calculates your consumption using your current tariff’s unit rate and daily standing charge. It doesn’t take into consideration any VAT, discounts or debt repayments, which are included on your bill. If your IHD unit rates do not match what’s shown on your bill, this is normally due to a recent price or product change.
If we experience temporary communication issues with your smart meter, your IHD unit will continue to display energy usage but this may not be reflective of any recent price or product change. Please allow up to 7 days for these changes to be reflected on your IHD.
This can sometimes occur whilst your account is still being updated with your new smart meter information. Once your account has been updated these requests will stop, and your regular bill will be generated based on readings from your smart meter.
However, there may be times when we are unable to communicate with your smart meter remotely and we may contact you to request manual reads or have to rely on an estimate.
If you require any help reading your smart meter, please click here.
Sometimes our meter readers may visit your home if your account is still being updated with your new smart meter information. Once your account has been updated, you should no longer expect visits from our meter readers.
However, there may also be times when we are unable to communicate with your smart meter remotely and we may contact you to request manual reads or have to rely on an estimate.
There are two reasons why this can happen:
• The first bill you receive after the installation of your smart meter may still show estimated meter readings if your bill was created before or around the time your installation. Once our system fully updates with your new smart meter, all future bills will be based on accurate readings.
• Your meter sends us your latest readings through the mobile phone network. If there has been an interruption in the mobile signal and we’ve been unable to obtain an actual reading, then we will need to estimate your bill. This will normally be corrected on your next bill.
Your smart consumption graphs calculate your energy consumption by taking the reading we have for the current time period e.g. today, and we then subtract the previous reading we have e.g. yesterday, to give us your usage for that period.
This normally happens when you’ve changed your meter read frequency from monthly to daily or half-hourly. Previously we were only receiving a reading from your smart meter(s) once per month and so we would apply your monthly usage on the day that we received your latest reading. From the day that your meter read frequency was updated, you should begin to see a greater level of detail available on your graphs. We are unable to populate historic consumption data from before you updated your read frequency to a great level of detail.
At your appointment, our engineer may not have been able to provide a smart meter demonstration or offer energy efficiency advice. If not, we recommend reading Smart Energy GB’s energy efficiency tips.
For more helpful information about how to improve your energy efficiency, please watch our short video
Smart meters are protected under UK and EU product safety legislation, which requires manufacturers to ensure that any product placed on the market is safe.
The UK Government website provides advice and information on the health implications of smart meters, as it does for a range of technologies commonly found in homes and businesses across the UK. Further information about smart meters and health can be found here and on smartenergygb.org.
We’re committed to keeping our customers’ information safe and secure. Your information is only accessed when necessary; by those who need to see it; and to provide you with the services you have asked for. Furthermore, all our staff members are trained on data protection and follow strict data protection guidelines. We also have specialist security and data protection teams to support them.
See our Privacy Information Notice for more details.
If you’re moving home, please contact us at least 24 hours before your moving day. This way we can ensure that both the smart meters and In-Home Display are cleared of all consumption data and a final meter reading can be taken remotely before the new occupier moves in. Please also make sure to leave your In-Home Display (IHD) behind for the new owner as is it paired directly with the meters and will not work in your new home.
No, you do not need to have an internet connection for smart meters to work. Depending on your location, your smart meter(s) will communicate by either using existing mobile or radio signals currently in your area.
You can switch supplier at any time. While all suppliers are doing their best to avoid any disruption to your smart services if you switch, you may find that you lose some of your functionality. For instance, you may have to submit your meter readings again and detailed usage information may only be available through your In-Home Display.
Last updated: 5 July 2023