Installing your Smart Meter

Common Problems

• Why is my smart meter install not booked for day I go live on supply?

  Installs are not booked for the day your supply is switched to ours due to engineer availability in your area. Sometimes, it is not possible to book with customers due to working hours – we do require someone to be in the property when the engineer arrives.

  You can book installation online, or by contacting one of our Customer Advisors. Alternatively, we will contact you when there is availability.

• Why are there not always smart meter install dates available?

  We are currently experiencing a high number of new customers joining Utilita. We are installing Smart Meters for all our new customers and will install yours as soon as we can. Please keep checking back or speak to one of our Customer Advisors who will be able to help you.

• I booked/rearranged my install online – I didn’t receive confirmation and no one turned up. Why is this?

  If you had not received confirmation, that suggests that there may have been an error. Try booking an install again, if you still don’t receive confirmation you should contact a Customer Advisor who will be able to assist you.

Common Questions

• When will my new smart meters be installed, how long does it take and do I have to be at home?

  The entire process of switching suppliers and receiving all the relevant information from your former provider can take up to 6 weeks, however in most cases it only takes 3 weeks - we usually book in a smart meter install date with you at the point of sign up, however, where this is not possible we will attempt to contact you soon after to arrange a suitable date for us to install your meters. We will send you regular reminders of the date of your smart meter install.

  Our smart metering equipment is installed by a fully qualified Utilita engineer or regulated sub-contractor, who will always show an ID badge on arrival. Installs typically only take between 40-60 minutes. We do require an adult over the age of 18 to remain on site whilst the install takes place (even if your meters are outside).

  Important: Please ensure the area around your meters is clear of obstruction to ensure your install is as quick and as easy as possible.

• Will my supply be turned off and will I have to reset all my appliances?

  Yes, during your smart meter install your supply will be turned off for a short while but most modern appliances can cope with such shortages. Sensitive equipment should be unplugged before the install, but don't forget to plug them back in after, we don't want your ice lollies to melt!

• What will happen to any positive credit on my existing meter(s) when my smart meters are installed?

  When we install your smart meters we can transfer up to £20 of positive credit you have to your new smart meters. If a meter is found to have been showing an incorrect balance at the time of install we would get in touch regarding the recovery of any amount that may be owed to us.

• What happens if I'm in Emergency Credit or debt on my existing prepayment meter?

  If your existing meter is in Emergency Credit, our engineer will record this in his job record and the amount that has been used will be recovered through future top-ups on your new smart meters at a recovery rate of 25% per top-up, until the full amount has been repaid - this will show as 'Previous Charges' on your receipt. This may also apply to any build up of debt that may be showing on your existing meters. If you have any questions regarding this, you can call our Customer Care Team on 0345 2072 000.

• Can I have my new smart metering system installed in a different location to my existing meters?

  Our engineers can only install your new meters in the same location as your existing meters, however the in-home display, which allows you to monitor your credit balance and energy usage, can be plugged in anywhere in your home. Our remote top-up service means you do not need to access your meters directly to top-up.

  If you are on our Priority Services Register and have difficulty accessing your meters or topping-up remotely, we may be able to arrange the re-positioning of your meters in some circumstances. For more information on the Priority Services Register please call our Customer Care Team on 0345 2068 777.

• What do I do if I smell gas?
  • Open doors and windows for ventilation
  • Do not use matches or naked flames
  • Do not turn on or off any electrical switches
  • Do not use mobile phones
  • If it is safe to do so, turn the gas off at the meter unless the meter is located in the cellar/basement
  • If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually
  • Call the National Gas Emergency Helpline: 0800 111 999