Ofgem has introduced a new set of smart meter standards designed to improve the customer experience, increase accountability and give clearer expectations around installations and repairs. For businesses, particularly microbusinesses, the changes bring greater clarity around what they can expect from their energy supplier and when.
The new Guaranteed Standards of Performance (GSoP) focus on the smart meter journey from installation through to ongoing operation. They are intended to address concerns around service quality and help rebuild confidence in smart metering, especially as millions of smart meters across the UK have experienced communication issues in recent years.
One of the most significant updates for microbusinesses is the introduction of a 60 working day timeframe for suppliers to offer a first-time smart meter installation appointment. Previously, the standard six-week expectation applied more broadly. Ofgem recognised that many small businesses face practical challenges around site access, staffing and trading hours, making a longer installation window more realistic.
This change should give businesses flexibility when planning installations. For organisations where operational continuity is critical, having more time to arrange an appointment can help minimise disruption without removing the expectation that suppliers deliver installations within a reasonable timeframe.
The new rules also tighten expectations around fault management. Where a smart meter issue is reported, suppliers will be required to provide a resolution plan within five working days. This should help businesses gain a clearer understanding of how issues will be investigated and when they can expect progress updates.
Another important clarification relates to energy usage data. Suppliers are not required to provide smart meter displays to microbusinesses. Instead, they must continue to provide energy consumption information through online dashboards, email or other digital routes. If you’re looking to spot trends, improve efficiency, and achieve cost savings through energy usage tracking, CHECK THIS OUT.
Perhaps the biggest shift is the move towards stronger customer protections backed by automatic compensation when suppliers fail to meet the required standards. The aim is to encourage better service delivery while assuring customers that suppliers will be held accountable.
For businesses, these changes are unlikely to alter day-to-day energy management overnight. However, they do create clearer service standards and establish more defined expectations around installations, communication and issue resolution. As smart meters continue to play an increasingly important role in energy data, demand flexibility and accurate billing, greater transparency across the customer journey is a positive step for UK businesses looking to make more informed energy decisions.
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