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Supplier Performance in the SMICoP Domestic Monitoring and Compliance Survey Report

Download the most recent report here, for Smart Meter installations in July, August and September 2020

The Smart Meter Installation Code of Practice (SMICoP) is a set of rules that energy suppliers must meet when installing smart meters in homes and small businesses. These rules help ensure that customers receive the information and support they need in order to use their smart meter.

To make sure standards are being met a sample of customers are asked about their experiences after a smart meter is installed at their home or business. Compliance with this code is monitored by the energy regulator Ofgem.

 

What does this report show? 

To make sure standards are being met a sample of customers are asked about their experiences after a smart meter is installed at their home or business. The SMICoP Monitoring and Compliance Customer Survey report provides a summary of customers’ experiences of when a smart meter was installed in their homes by their energy supplier.

You can use the report to see how your energy supplier is doing compared to other suppliers when installing smart meters in homes.

The surveys are carried out by independent survey organisations on behalf of suppliers and are published each quarter.

 

Upcoming reports 

The next report to be published will be for installations that happened in October, November and December 2020 (Q4) and will be published on this website by the last working day of March 2021.

 

COVID-19

Due to suspension of some non-critical activities during the COVID-19 pandemic no report was published for installations carried out in Quarter 2 2020.

The number of smart meter installations reduced in response to the COVID-19 pandemic. Following UK Government guidance meter installers may be spending less time in homes to minimise the risk of transmission for customers and installers. This may affect responses to some of the survey questions, particularly about Energy Efficiency and displaying meter functionality.

Energy suppliers have been allowed to temporarily change the questions they ask to take account of the safety measures they have adopted during the COVID-19 pandemic. More information about the temporary wording can be found in the Q3 2020 report. Energy suppliers were able to temporarily change questions 3, 4, 4a and 4b.

 

Why can’t I see my Supplier in the report? 

This report shows information from instances where more than 30 customers responded from the individual supplier that installs smart meters.

Some suppliers are owned by other suppliers (the parent company) and so they could submit their results in a different name to the one that appears on your bill.

If your supplier doesn’t appear in a table for a question they may have had fewer than 30 responses. A lower response rate can make it difficult to draw reliable conclusions and so these aren’t included. If a supplier doesn’t appear in a table it does not mean they scored 0% from customers for that question. A full list of suppliers who submitted survey results can be found in Figure 7 of the report.

If a supplier plans to install fewer than 5,000 smart meters in the year they do not need to carry out these customer surveys.

If an energy supplier’s results suggest poor performance, or that they might not be compliant with the rules, Ofgem will consider if any action is needed to resolve any issues.

 

I have questions about a Smart Meter installation  

If you have a question about your own Smart Meter installation, please contact your energy supplier. You can find their contact details on a recent bill.

 

I have questions about this report 

If you want more information about the Monitoring and Compliance Customer Survey specification, please email smicop.helpdesk@electralink.co.uk.

The rules about the Monitoring and Compliance Customer Survey Specification can be found in Section C of the SMICoP code, found here.

 

All reports

July, August, September 2020 (Q3) SMICoP Domestic Monitoring and Compliance Survey Report Q3 2020
April, May, June 2020 (Q2) Report not compiled due to COVID-19
January, February, March 2020 (Q1) SMICoP Domestic Monitoring and Compliance Survey Report Q1 2020
October, November, December 2019 (Q4) SMICoP Domestic Monitoring and Compliance Survey Report Q4 2019