RWG Smart Meter Rollout Sub-group

Purpose 

To document an agreed approach to customer engagement before, during and after the non-household smart meter rollout which clearly sets out the role and responsibility of retailer and wholesaler, with the aim of achieving national consistency.

Objectives/Outputs 

• Developed draft communication plan and common exceptions communications plans, which were consulted on in February 2025.
• Review consultation responses and finalise Smart Meter Roll Out Good Practice Guide with anticipated publication at the end of March 2025.
• Potential for additional deliverable – Draft standard national communications (inclusive of a pre-roll out communication and FAQs).

A webinar to support the consultation took place on 29 January - see below for slides and recording.

Webinar slides and recording

Download consultation document

Consultation response

On 1 April 2025 the sub-group published a response summary and update from the consultation.

The market response to the consultation showed strong support for the customer engagement plan, however, it also identified a number of significant dependencies. Therefore this document is an interim publication to summarise consultation responses and set out next steps before publishing the final guide. This is due to be published by June 2025.

Download consultation response and update