How can I book a smart meter installation?

Please note we are currently installing electricity smart meters for relevant microbusinesses only. If you believe you are eligible and want to request a smart meter at your business premises, then contact us or email business.smart@shellenergy.co.uk.

Are there any cancellation charges?

If our installation partner attends your site at the pre-agreed time and we are unable to install your smart meter, for instance, because no one is present, then we reserve the right to charge a cancellation fee.

If you need to cancel or reschedule your smart meter installation, then contact us or email business.smart@shellenergy.co.uk.

I booked installation booked but no one turned up. What do I do?

Contact us at business.smart@shellenergy.co.uk and we will liaise with our partners to ensure a new installation date is scheduled as soon as possible.

What does ‘a smart meter upgrade is subject to survey’ mean?

It may not always be possible to install a business smart meter due to factors that are out of our control. One reason would be poor phone signal at your business premises and for this reason a survey would need to be carried out. If after the survey we are unable to install a business smart meter, you will be advised of the reasons and given options available to you.

Where will you install my smart meter?

In most instances, your smart meter will be installed where your current meter is at your business premises.

Who installs my smart meter?

Our trusted partner, Smart Metering Systems plc (SMS), will install your smart meter on our behalf. SMS will schedule the appointment with you directly and one of their engineers will visit your site to undertake the meter install.

What do I need to do before my smart meter is installed?

When we schedule your smart meter install you will be given advice on what you need to do and what will happen on the day. Before installation, please:

  • Ensure someone is fully briefed and available on site
  • Ensure the meter is fully accessible and unlock any doors if your meter is in a cupboard
  • Turn off any electrical equipment i.e. alarms, computers, machinery to ensure they are not affected when the power supply is switched off
  • Advise us of any times or days when the installation is not suitable
  • Advise our installers of any COVID restrictions in place.

How long does it take to install a smart meter?

Installations are booked in advance, so you’ll get plenty of warning.

One smart meter takes around one hour on average to install, but this can vary depending on the status of your current meter i.e. how old it is and how it is set up. As part of the install process we may need to cut power for 30 - 40 minutes per meter.

We would advise on accounting for just over an hour for one smart meter to be installed, and around 2.5 hours if you’re having both your electric and gas meter replaced with smart meters.

To minimise the impact on your business, our installers can look to arrange an installation time outside of your normal operating hours. This could be in the evening or at the weekend.

Do I need a strong mobile phone signal on my premises?

During the installation tests will be carried out and you will be advised if your signal is strong enough. If you have a weak signal, the meter will not be able to send smart readings to us and you will be talked through the options available to you.

What if I don’t want my energy data to be used?

If you’re a business with a smart meter you can choose how often you share your meter reads with us – see ‘How often will you take a reading?’ for more information.

If you do not want us to do anything with your smart meter consumption data other than calculate your bills then it’s easy to opt out, simply contact us or email business.smart@shellenergy.co.uk to update your preferences.