Smart Meters
Smart Meters
Smart meters
Faulty Meters
General 2
100
What is a smart meter?
smart meter is a meter installed at the customers property that will record the customers consumption like classic and prepayment meters will. A smart meter will have a communication hub attached to the meter and this hub is what sends and receives messages and commands which makes the meter smart.
100
Who are the DCC?
Data Communications Company
100
Name 4 types of classic credit meters
Dial
Digital
Mechanical
Economy 7
100
What is a SLT?
An SLT (Standard Loads Test) is used to see if an Electric Meter is recording within the required tolerance as set by OFGEM.
Electric: -3.5% slow to +2.5% fast
Gas: -2% slow to +2% fast
100
Name types of meters
Prepayment
Credit
SMETS1 PAYG
SMETS 1 Credit
SMETS2 PAYG
SMETS 2 Credit
200
What are the types of Smart meters?
1st Generation smart meter:
SMETS1 (S1) is the first version of a smart meter.
These were fitted by the supplier and at the time could only communicate by that supplier. This is not the case anymore!
We have worked very closely with the DCC and we have enrolled and adopted the majority of our SMETS 1 meters and this means they will now work with all suppliers across the energy industry if a customer chooses to change to a new supplier.
If a customer has been enrolled and adopted into the DCC then you will see this in Kraken.
2nd Generation smart meter
SMETS2 (S2) is the latest version of a smart meter and the version we will install at a customer's property.
These are fitted by the supplier and will work with all suppliers across the energy industry if a customer chooses to change to a new supplier.
200
What is the DCC's responsibilities?
mart meter enrolment: support the roll-out of smart metering by ensuring new smart meters can be connected to the network at the first time of asking.
The network: develop, operate and maintain the smart meter network, with a dedicated team monitoring its performance 24/7 365 days a year.
Security: operate to the highest security standards as defined by Critical National Infrastructure. The smart meter network was designed with security at its core, alongside the National Cyber Security Centre (NCSC) – part of GCHQ.
Efficiency: deliver all of the above in an efficient and economical manner to ensure we are delivering value for money for our customers, and ultimately consumers
200
What is a AIHD?
Assisted IHD for vulnerable customers
200
What is an OFMAT?
An Off-site Meter Accuracy Test (OFMAT) is an accuracy test of Gas meters
200
Name 5 industry partners and what do they do?
MOP: Meter Operator - What they do: They are the people who install, maintain, and remove the physical electricity meters.
MAM: Meter Asset Manager - What they do: They are the people who install, maintain, and remove the physical Gas meters.
DNO: District Network Operator - What they do: The DNO manages and maintains the physical electricity network in a specific geographical area. This includes the pylons, substations, and underground cables that bring electricity from the power generators to your street and into your homes
DC: Data Collector - What they do: They are responsible for collecting energy consumption data from the meter and providing it to the energy supplier. They essentially "read" your meter usage, whether that's done remotely for smart meters or manually for older meters.
MAP: Meter Asset Provider - What they do: This role is almost identical to the MAM. In many contexts, the terms are used interchangeably. A MAP is the company that owns the meter assets and provides them to the MOP for installation.
300
Name benefits of a Smart Meter
1st Generation smart meter:
SMETS1 (S1) is the first version of a smart meter.
These were fitted by the supplier and at the time could only communicate by that supplier. This is not the case anymore!
We have worked very closely with the DCC and we have enrolled and adopted the majority of our SMETS 1 meters and this means they will now work with all suppliers across the energy industry if a customer chooses to change to a new supplier.
If a customer has been enrolled and adopted into the DCC then you will see this in Kraken.
2nd Generation smart meter
SMETS2 (S2) is the latest version of a smart meter and the version we will install at a customer's property.
These are fitted by the supplier and will work with all suppliers across the energy industry if a customer chooses to change to a new supplier.
300
Explain how SPAYG Meters work
Pay in Advance: Customers put money onto their meter upfront, ensuring they have credit before they consume any electricity or gas.
Flexible Top-Ups: Topping up is super easy! Customers can add money using a barcode at a local shop(The barcode is found on the eon next online account) They can use this barcode to top up at a payzone, paypoint or post office just like prepayment. Over the phone, directly through their E.ON Next app, or via their online portal.
No Monthly Bills or Readings: Because they pay upfront, customers on a prepayment meter don't receive monthly bills or need to submit regular meter readings. Instead, they get one clear annual statement that summarises their energy usage and all their top-ups throughout the year.
Budgeting Power: Many customers love the control it offers. They can top up their entire monthly energy budget in one go, helping them manage their finances effectively.
Generous Credit Limit: These smart meters can hold a significant amount of credit – up to £500 per fuel – giving customers flexibility.
Emergency & Visibility: Just like traditional prepayment meters, they have emergency credit to prevent immediate disconnections. Plus, customers can easily keep an eye on their real-time balance directly on the meter screen or via their app, so they always know where they stand.
Staying On Supply: It's important to remember that if the credit runs out and isn't topped up, the energy supply will temporarily go off until more money is added.
Friendly Non Disconnection time: This is a period of time where even if the customer has run out of credit on their meter they wont go off supply. However they have to be on supply when going into these times in order for the supply to stay on. UK Bank Holidays or between 4pm and 10am Monday to Friday.
300
What can you see on an IHD?
Budget - which can be changed in the settings
Fuel indicator, is it elec and gas or just elec
What is your property using now in KWh and £ - like right now!
Settings - change brightness, check your prices, set your budget ect.
Battery and time, they can be unplugged for a short time,
Total spend for today - on this screen it shows them their daily usage in pounds , when on historic it will be the spend for that day, week, month ect
Total usage for today - on this screen it shows them their daily usage in KWH, when on historic it will be the amount for that day, week, month.
300
What is a faulty meter?
Faulty meters are meters that are giving issues
300
What is Earthing?
It gives the electricity a safe path to go into the ground instead of zapping you or causing damage. It's like a safety net for your electrical system.
Here's how it works:
A special wire: An extra wire connects all the metal parts of your appliances and electrical system to the ground.
Like a drain: If there's a fault, the electricity flows down this wire into the earth instead of through you or your appliances.
Trips the switch: This also causes the fuse or circuit breaker to trip, shutting off the power and preventing further problems.
So, earthing is a very important safety feature that protects you and your home from electrical shocks and damage
400
List the smart appointment questions
Questions to ask the customer when booking a smart meter appointment:
1: Meter location?
2: Meter Obstruction ?
3: Is parking at the property?
4: Is there any pets at the property?
5: Can we switch power off per fuel ( 30 mins per fuel)
6: Any one at the age of 18 will be at the property?
7: Do you have solar panels at the property?
8: Please confirm the best contact number?
9:Are there any vulnerabilities at the property that we need to be made aware of?
: Confirm GSOS with customer should we not pitch for the appointment 30 pound.
400
What is the name of device that comes with a smart meter?
IHD
400
Where do you update a customers interest on Kraken?
Users Tab - register /deregister a customer
400
Name 4 types of Faulty meters?
When a meter is :
Stopped, balnk, time switch errors and running backwards.
400
What is a prepayment meter and give 4 facts about a PP meter?
It’s a type of meter where the customer pays for their energy in advance. This is done with a key for electricity and a card for gas.
You pay upfront: Instead of getting a bill at the end of the month, you put money onto a card or key before you use the energy.
You "top up": When your credit runs low, you add more money to your meter (often at a local shop (paypoint or payzone) or at the Post Office,.
Energy stops if credit runs out: If you don't top up, your meter will run out of credit, and your electricity or gas will switch off until you add more. They do have Emergency credit, almost like an overdraft of £10 to keep them on supply whilst they head to the shop. Think of this like an overdraft! They can use the £10 but they must pay it back.
Friendly Non-Disconnection Time:
500
Can customers book their own appointment for Smart meter installation?
Yes online
500
What is the warranty of an IHD?
In-Home Display (IHD) Warranty & Replacements
It's important to understand how replacements work for In-Home Displays (IHDs).
Your customer's IHD is typically replaceable by us for the first 12 months from its installation date. This period acts as its warranty.
If the customer's IHD is still within this 12-month warranty period, and they need a replacement, the learner should speak directly with their Smart Academies team. They'll guide you through the process for getting a replacement from us.
After the initial 12-month warranty period, the IHD is considered out of warranty. If a customer wishes to replace their IHD at this point, they'll need to contact our partners at IVIE Bud directly. An IVIE Bud replacement IHD currently costs £49.99 + Delivery
500
Name reasons for not being interested in a smart meter?
You cannot offer me a suitable appointment time
I dont trust my data will be safe
I think a smart meter will harm my health
I think smart meters will cost me more
I need to speak with my landlord
I am waiting for SMETS 2 PAYG meters to be available
I dont see the benefits of having a smart meter
Topping up with SPAYG isn’t for me
I dont trust the safety of the installation
Long term opt out
No time to talk
Not decision make / need to speak to someone
I am planning to change to a new supplier
I am planning to move to a new property
There has been a recent bereavement
Self isolation from covid
I dont want anyone visiting my property COVID 19
Caring from someone vulnerable - COVID 19
I dont want to change my switching times
I want to keep a mix of credit and prepayment meters
500
What can customers provide us that shows a faulty meter?
Pictures via email
500
How do we bill PP customers?
No Bills , a statement once a year