Bulb and our engineers follow the Smart Meter Installation Code of Practice. This is a set of rules that suppliers agree to follow when they're installing smart meters for their customers.
The rules are set out by the Office of Gas and Electricity Markets (Ofgem), the government department that regulates the energy industry to make sure that consumers are treated fairly and receive good service.
There’s an official document with full details of the code of practice, but we’ve outlined the key points here.
When we invite you to book an installation we will:
- explain the benefits of smart meters
- provide an easy way to book and reschedule installation appointments
- make it easy for members to set up a codeword for verifying the engineer's identity, if they want to
- communicate clearly, sending appointment reminders by email, and provide information about what will happen on the day
- ensure all our engineers are trained to the highest standards
During the installation appointment we will:
- make sure every engineer carries an ID card
- inspect your property to make sure the installation can continue safely
- test your installation to make sure your smart meters are working as expected, and if necessary explain any issues and what will happen next
- offer you an In-Home Display
- explain how to use your smart meter and In-Home Display to monitor your energy usage and become more energy efficient
- share extra sources of information to help you save energy, for example:
- the Energy Saving Trust
- Smart Energy GB
- Citizens Advice
- our own advice on energy saving tips and using your In-Home Display
After the installation appointment we will:
- ask for your feedback on the installation
We use an external company called Netfluential to gather feedback from all our members. They will send you an email asking you to take a quick survey. They send the survey results directly to us, to help us monitor and improve our service.