Domestic energy users
Why is the research being conducted?
As the United Kingdom pushes towards its 2050 Net Zero goal, a key way of reaching this target is to improve the infrastructure around energy production and provision to households and businesses. Getting a smart meter is an excellent way to help you identify where you are spending the most on your energy and identify how you can make savings. They ensure your energy bills are accurate rather than relying on just estimates and also mean that you will no longer have to take meter readings.
Smart meters often come with ‘in home displays’ that show how energy is being consumed by the customer, and can help you identify which appliances are using the most energy, or if any are faulty. This can serve as a guide to consumers to help manage their energy usage, but can also provide energy suppliers with greater data on customer usage, helping production match demand in real time and delivering energy more efficiently.
The Smart Metering Implementation Programme, operated by the Department for Energy Security and Net Zero, requires energy suppliers to deliver the smart meter rollout, setting them annual installation targets that drive the momentum of the smart meter rollout, which has so far put 32.4 million meters on the walls of homes and small businesses across Great Britain. As we continue to deliver this vital national infrastructure upgrade, our priority is continuing to drive industry progress on the smart meter rollout towards the highest levels of smart meter coverage possible by the end of 2025, and ensuring we maximise the enduring benefits to Great Britain of the smart metering system after 2025.
This research intends to:
- Understand and learn more about consumer experience at this key stage in the rollout.
- Identify the key challenges and barriers consumers are facing in getting smart meters installed.
- Gather detailed evidence on the quality of consumers’ journeys throughout the entirety of the smart meter installation process from booking the installation appointment with their supplier to post-installation support.
- Inform future policy development.
What does the research involve?
You must be prepared to have a smart meter installed in your home or organisation. Individuals invited to take part in the research will receive an email from IFF Research which tells you about the survey and provides a link you can click to confirm your interest in taking part in the project. Once you have shown interest in the project by completing a very short survey, you will receive a call or a form via email outlining the research in more detail and confirming your eligibility for the project. Following the call or completion of the form, you will receive a confirmation email, confirming your participation in the research and also including a link to complete the first stage of the research – a survey on your experiences of booking an installation.
The research will consist of four short online surveys covering the four different stages of the smart meter installation process and capturing your experience at each stage:
- Booking stage: conducted after initial booking of the installation with your supplier,
- Pre-installation stage: conducted a few days before the day of installation,
- Installation stage: conducted the day after installation,
- Post-installation stage: conducted a month after your smart meter installation.
All four online surveys should take up to 10 minutes each to complete.
If you think you will have any accessibility requirements that need accommodating for you to take part in the research, we will discuss ways to accommodate this before the research begins.
What does a smart meter installation involve?
Every energy supplier is installing smart meters for their customers. If anything comes up as part of the booking or pre-installation process that makes you change your mind about getting a smart meter at this point in time then you are not obliged to go through with the installation. Please contact IFF Research if you have any concerns.
You should book your smart meter installation at a time/date that suits you. Your energy supplier will offer you a 4-hour slot for your installation. The installation itself will take around 2 hours and you will need to be at home for the installation to take place. For more information on smart meters and what the smart meter installation involves, visit Smart Energy GB’s website, and see Ofgem’s Guaranteed Standards of Performance for more information on the guaranteed standards of service levels that must be met by your energy supplier.
Getting a smart meter installed will result in accurate, rather than estimated bills. As your bills will have been estimated before getting the smart meter installed, your estimated bills may have been higher or lower than your actual usage. If this is the case, you may be issued a refund or a catch-up bill from your energy supplier.
If you rent your property, it is your choice to get a smart meter installed if you are the bill payer. We recommend you tell your landlord before you get one. You can find out more information about renting and getting a smart meter on Smart Energy GB’s website.
Smart meters are available for both credit and prepayment customers. If you’re a prepayment customer, with a smart meter you will have more options available for how to top up your meter. With a smart meter, you can top up your meter online through an app, or you can still top up in a shop using your key or card if you prefer.
Will I be paid to participate?
Yes. All participants will be paid for their participation. Payment rates will vary depending on the level to which you complete the surveys. More information on your payment can be found by completing the initial short survey we have sent you.
All participants who get a smart meter installed and complete the surveys will be paid for their participation in the research. Those on household domestic tariffs will be paid a minimum of £50 for completing all the surveys.
Who are IFF Research?
IFF Research is an independent market research company commissioned by the Department for Energy Security and Net Zero to conduct the Smart Meter Evaluation on their behalf. IFF Research operate under the strict guidelines of the Market Research Society’s Code of Conduct.
You can find out more about IFF Research in the “about us” section on this website.
If you would like to confirm IFF Research’s authority to conduct this survey, please contact the Department for Energy Security and Net Zero on:
- Email: smartmetering@energysecurity.gov.uk
Alternatively, you can contact the Smart Meter Evaluation Team at IFF Research on:
- Phone: 0808 169 9373 or
- Email SmartMeterJourney@IFFResearch.com
How did you get my data?
We have invited people to participate in the research from a variety of market research panels. Please get in touch with us at SmartMeterJourney@IFFResearch.com or call 0808 169 9373 if you would like to know which of these companies provided your data. These panel and data providers are:
- Panelbase
- Toluna
- Indiefield
- Roots Research
Will my data be kept confidential?
Yes. All information collected will be treated in the strictest confidence. Responses from all individuals taking part in the study will be reported anonymously, meaning that your responses to questions are presented in a way that they will not directly identify you.
How will my data be stored?
All data will be held securely within IFF Research’s secure drives and will be retained for 6 months after the end of the research study which is currently due to end in August 2024, and then securely destroyed.
For further information about how IFF keeps your data secure, you can visit our website: iffresearch.com/gdpr.
How will IFF Research use the information I provide?
Your answers from the surveys will only be shared with the Department for Energy Security and Net Zero in an anonymised form and your energy supplier will not know that you are participating in this research. This means that the Department for Energy Security and Net Zero will not have access to your personal data and neither the Department or your energy supplier will know that you have taken part in the research.
IFF Research will analyse the data and produce a report for the Department for Energy Security and Net Zero. This report will be publicly available once it has been finalised. No one will be able to identify you or your employer in the report.
I have another query, who do I contact?
If you have been invited to take part and have any other questions, if you wish to opt out or if you need to change your contact details, please email Shannon Earl at SmartMeterJourney@IFFResearch.com or call 0808 169 9373.
What is a smart meter?
Smart meters are replacing traditional gas and electricity meters as part of a national infrastructure upgrade that will make our energy system more efficient and flexible, enabling us to use more renewable energy and reduce our reliance on fossil fuels.
Smart meters measure how much gas and electricity you’re using, as well as what it’s costing you. This information is displayed on an In-Home Display (IHD), allowing people to see how much energy they are using and what it is costing in near-real time.
An accessible IHD is available for those who are blind or partially sighted. If you require an accessible in-home display, it is important to make your energy supplier aware of this.
What’s involved with a smart meter installation?
Firstly, you need to arrange with your energy company a time and date for your smart meters to be fitted. An installer replaces your traditional gas and/or electricity meters with new smart meters. The installer will offer you an in-home display which gives you information on how much energy you’re using and what that is costing you.
How long do installations take?
It usually takes approximately one hour to install each smart meter. If you’re having both an electricity and gas smart meter installed at the same time, it should take about 2 hours for the whole process. If you’re just having 1 smart meter installed, then it should take about an hour.
Do I need a broadband connection in my home to have a smart meter/can I still get one if my home has poor mobile signal?
You don’t need Wi-Fi in your home for it to work and it won’t use your Wi-Fi if you have it. Your smart meter and in-home display communicate via a secure national network which is solely for smart meters.
Smart meters are not reliant on the mobile phone network so you can get one installed even if your home has poor mobile signal.
Can my energy supplier cut off my energy supply with a smart meter/with a smart meter can my energy supplier remotely switch my credit meter to a pre-pay one without my consent?
No. You’re protected by strict regulations against your energy supplier switching off or disconnecting your gas or electricity supply or switching you remotely from a credit meter to a pre-pay one. This protection remains as strong with smart meters as it is with traditional meters.
Can I get a smart meter for free and will there be any additional costs?
There is no additional cost for the installation of your smart meter.
Can I get a smart meter if I’m a renter?
If you rent your property, it is your choice to get a smart meter installed if you are the bill payer. We recommend you tell your landlord before you get one. You can find out more information about renting and getting a smart meter on Smart Energy GB’s website.
Non-domestic energy users
Why is the research being conducted?
As the United Kingdom pushes towards its 2050 Net Zero goal, a key way of reaching this target is to improve the infrastructure around energy production and provision to households and businesses. Getting a smart meter is an excellent way to help you identify where you are spending the most on your energy and identify how you can make savings.
Smart meters ensure your energy bills are accurate rather than relying on estimates and mean that you should no longer have to take meter readings. Businesses with a smart meter are able to request free access to up to 12 months of their smart meter data from their energy supplier which can help you monitor and understand your energy use and identify how you can make savings. By October 2024, energy suppliers must also provide their smaller business customers with free and regular information on their energy use (based on their smart meter data). This could be through a range of mechanisms such as via bills, apps or online platforms.
The Smart Metering Implementation Programme, operated by the Department for Energy Security and Net Zero, requires energy suppliers to deliver the smart meter rollout, setting them annual installation targets that drive the momentum of the smart meter rollout, which has so far put 32.4 million meters on the walls of homes and small businesses across Great Britain. As we continue to deliver this vital national infrastructure upgrade, our priority is continuing to drive industry progress on the smart meter rollout towards the highest levels of smart meter coverage possible by the end of 2025, and ensuring we maximise the enduring benefits to Great Britain of the smart metering system after 2025.
This research intends to:
- Understand and learn more about consumer experience at this key stage in the rollout.
- Identify the key challenges and barriers consumers are facing in getting smart meters installed.
- Gather detailed evidence on the quality of consumers journeys throughout the entirety of the smart meter installation process from booking the installation appointment with their supplier to post-installation support.
- Inform future policy development.
What does the research involve?
You must be prepared to have a smart meter installed in your home or organisation. Individuals invited to take part in the research will receive an email from IFF Research which tells you about the survey and provides a link you can click to confirm your interest in taking part in the project. Once you have shown interest in the project by completing a very short survey, you will receive a call or a form via email outlining the research in more detail and confirming your eligibility for the project. Following the call or completion of the form, you will receive a confirmation email, confirming your participation in the research and also including a link to complete the first stage of the research – a survey on your experiences of booking an installation.
The research will consist of four short online surveys covering the four different stages of the smart meter installation process and capturing your experience at each stage:
- Booking stage: conducted after initial booking of the installation with your supplier,
- Pre-installation stage: conducted a few days before the day of installation,
- Installation stage: conducted the day after installation,
- Post-installation stage: conducted a month after your smart meter installation.
All four online surveys should take up to 10 minutes each to complete.
If you think you will have any accessibility requirements that need accommodating for you to take part in the research, we will discuss ways to accommodate this before the research begins.
What does a smart meter installation involve?
Every energy supplier is installing smart meters for their customers. If anything comes up as part of the booking or pre-installation process that makes you change your mind about getting a smart meter at this point in time then you are not obliged to go through with the installation. Please contact IFF Research if you have any concerns.
You should book your smart meter installation at a time/date that suits you. Your energy supplier will offer you a slot (usually around 4 hours) for your installation. The installation itself will take around 2 hours and you or someone from your organisation will need to be at your business premises for the installation to take place. During the installation there may be a short disruption to your energy supply. This is because the installer will need to disconnect your old meter and connect your new smart meter. The power outage is typically very brief, usually lasting no more than a few minutes. For more information on smart meters and what the smart meter installation involves, visit Smart Energy GB’s website, and see Ofgem’s Guaranteed Standards of Performance for more information on the guaranteed standards of service levels that must be met by your energy supplier.
Getting a smart meter installed will result in accurate, rather than estimated bills. As your bills will have been estimated before getting the smart meter installed, your estimated bills may have been higher or lower than your actual usage. If this is the case, you may be issued a refund or a catch-up bill from your energy supplier.
If you rent your business premises, it is your choice to get a smart meter installed if you are the bill payer. We recommend you tell your landlord before you get one. You may need to check with your landlord that any changes to your meter are allowed within your rental contract. You can find out more information about renting and getting a smart meter on Smart Energy GB’s website.
Will I be paid to participate?
Yes. All participants will be paid for their participation. Payment rates will vary depending on the level to which you complete the surveys. More information on your payment can be found by completing the initial short survey we have sent you.
All participants who get a smart meter installed and complete the surveys will be paid for their participation in the research. If you are getting a smart meter installed for your business, you will be paid a minimum of £100.
Who are IFF Research?
IFF Research is an independent market research company commissioned by the Department for Energy Security and Net Zero to conduct the Smart Meter Evaluation on their behalf. IFF Research operate under the strict guidelines of the Market Research Society’s Code of Conduct.
You can find out more about IFF Research in the “about us” section on this website.
If you would like to confirm IFF Research’s authority to conduct this survey, please contact the Department for Energy Security and Net Zero on:
- Email: smartmetering@energysecurity.gov.uk
Alternatively, you can contact the Smart Meter Evaluation Team at IFF Research on:
- Phone: 0808 169 9373 or
- Email SmartMeterJourney@IFFResearch.com
How did you get my data?
We have invited businesses to participate in the research from a variety of market research panels and business data specialists. Please get in touch with us at SmartMeterJourney@IFFResearch.com or call 0808 169 9373 if you would like to know which of these companies provided your data. These panel and data providers are:
- Indiefield
- Market Location
- Criteria
- Roots Research
- Mystery Shoppers
Will my data be kept confidential?
Yes. All information collected will be treated in the strictest confidence. Responses from all individuals taking part in the study will be reported anonymously, meaning that your responses to questions are presented in a way that they will not directly identify you.
How will my data be stored?
All data will be held securely within IFF Research’s secure drives and will be retained for 6 months after the end of the research study which is currently due to end in August 2024, and then securely destroyed.
For further information about how IFF keeps your data secure, you can visit our website: iffresearch.com/gdpr.
How will IFF Research use the information I provide?
Your answers from the surveys will only be shared with the Department for Energy Security and Net Zero in an anonymised form and your energy supplier will not know that you are participating in this research. This means that the Department for Energy Security and Net Zero will not have access to your personal data and neither the Department or your energy supplier will know that you have taken part in the research.
IFF Research will analyse the data and produce a report for the Department for Energy Security and Net Zero. This report will be publicly available once it has been finalised. No one will be able to identify you or your employer in the report.
I have another query, who do I contact?
If you have been invited to take part and have any other questions, if you wish to opt out or if you need to change your contact details, please email Shannon Earl at SmartMeterJourney@IFFResearch.com or call 0808 169 9373.
What is a smart meter?
Smart meters are the newest gas and electricity meters. They can automatically send up to half-hourly energy consumption data to your energy supplier, ensuring they bill your organisation accurately. There are currently two types of smart meters in the non-domestic market; Automated/Advanced Meter Reading (AMR) meters, and meters which meet the Smart Metering Equipment Technical Specifications (SMETS meters). The amount of information an AMR and SMETS meter provide is different. AMR meters, at a minimum, provide energy usage information whereas SMETS also provide tariff information.
Can my business get a smart meter?
Businesses with sites in electricity profile classes 1-4 or with gas consumption below 732 MWh per year are able to get smart meters installed in their premises. These tend to be smaller businesses.
If you are unsure if you are eligible to get smart meters installed on your premises, check with your energy supplier to find out if you can get a smart meter.
Will my business be charged to get a smart meter?
Energy suppliers generally offer smart meters at no additional cost to businesses or public sector organisations. Occasionally, additional works might be needed before an energy supplier can complete your smart meter installation. If this is the case your energy supplier would be able to advise on next steps and any associated costs.
If additional works are needed before your energy supplier can complete your smart meter installation, you are not obliged to continue with the installation.
How long do installations take?
Installations normally take about two hours, arranged in advance so that you can make any necessary arrangements beforehand to ensure minimal disruption to your normal business operations. Your energy supplier will provide you with more information before the installation.
What’s involved with a smart meter installation?
Firstly, you need to arrange with your energy company a time and date for your smart meters to be fitted. An installer replaces your traditional gas and/or electricity meters with new smart meters.
Can I arrange installation outside of working hours?
Energy suppliers will work with you to find a time that’s convenient for you both. Some suppliers offer installations on a Saturday or in the evening to minimise disruption to your business; please speak to your supplier to find out what is available.
Can I get a smart meter if I rent my business premises?
If you rent your business premises, it is your choice to get a smart meter installed if you are the bill payer. We recommend you tell your landlord before you get one. You may need to check with your landlord that any changes to your meter are allowed within your rental contract. You can find out more information about renting and getting a smart meter on Smart Energy GB’s website.