At Tulo, we are a small independent UK energy supplier. We work with accredited third-party installation partners, including AES, to carry out smart meter installations on our behalf. Because we do not operate our own national engineer fleet, installation availability and scheduling may differ from larger suppliers.
This policy explains how we manage smart meter installations, appointment availability and ongoing support.
1. Requesting a Smart Meter Installation
If you request a smart meter installation, we will offer you an installation appointment within 5 working days of receiving a valid installation request, in line with regulatory requirements. The installation itself may be scheduled up to 12 weeks ahead, depending on:
- Engineer availability
- Your geographic location
- Whether a single or dual-fuel installation is required
- Technical and safety assessment
- Installer capacity
We will always offer the earliest available appointment within our installer network.
What We Mean by a First-Time Smart Installation
A first-time smart installation means replacing a traditional electricity or gas meter with a smart meter for that specific fuel.
This applies where:
A physical smart meter installation is required; and
Installation is technically feasible.
It does not apply where:
A smart meter is already installed and operating for that fuel;
No physical installation is required;
The requested installation is not technically possible.
2. Technical & Safety Assessment
All smart meter installations are subject to suitability and safety checks. To ensure a safe and successful visit, we may require clear photographs of:
- Your existing meter(s);
- Surrounding pipework or electrical cut-out;
- The meter location and access area.
These checks allow our engineers and installation partners to:
- Confirm technical suitability;
- Ensure correct equipment is allocated;
- Reduce the risk of failed or aborted visits.
If required information is not provided before the scheduled appointment, the installation may need to be rearranged until the necessary details are received.
3. If an Installation Cannot Be Completed
We aim to complete every installation on the first visit. However, in some circumstances, an installation may need to be rescheduled. This may occur due to:
- Access not being available;
- Safety concerns identified at site;
- Meter location restrictions;
- Additional work required by a third party (such as your local network operator);
- Differences between pre-install information and site conditions.
Where an installation cannot be completed, we will explain the reason and arrange a new appointment where appropriate.
Where an installation cannot be completed due to circumstances within our control, we will meet our obligations under the applicable Guaranteed Standards of Performance regulations.
4. In-Home Displays (IHD)
With every smart meter installation, you are entitled to receive a free In-Home Display (IHD). This device connects directly to your smart meter and allows you to see your energy usage in real time within your home. Many customers choose to use our mobile app to monitor their energy usage, which provides additional features and remote access.
If you would like an IHD installed, please let us know when booking your appointment and our engineer will provide one.
Where an IHD is not functioning correctly, we will assess the issue and confirm whether replacement or further action is appropriate.
5. Smart Meter Operational Issues
If you believe your smart meter is not operating as expected, please contact us and we will investigate. For smart meter operational issues reported on or after 23 February 2026, we will:
- Acknowledge and assess the issue;
- Carry out initial checks (including remote diagnostics where available);
- Provide an update within 5 working days.
This update will explain:
- What we have identified;
- Whether further action is required;
- If an engineer visit is needed.
Please note that while we aim to resolve issues as quickly as possible, some matters — such as network or communications issues — may take longer to resolve. In some locations, network or communications signal limitations may affect full remote smart functionality. Where this occurs, we will explain the position clearly and ensure your meter continues to measure your energy usage accurately and operate safely, even if smart features are unavailable.
6. Installation vs Connectivity
A smart meter installation includes the physical replacement of your existing meter and configuration of the smart equipment. In some cases, remote communication may not establish immediately due to network coverage or signal conditions. Where this occurs, we will investigate and monitor the position and take reasonable steps to restore smart functionality where possible. Your meter will continue to operate safely and record your energy usage accurately for billing purposes, even where remote smart services are temporarily or permanently limited.
7. Compensation & Regulatory Standards
Compensation under the Guaranteed Standards of Performance (GSOP) regulations applies only where the statutory conditions set out in the relevant legislation are met.
The investigation timescales described above apply to smart meter operational issues reported on or after 23 February 2026.
Why Our Approach May Differ From Larger Suppliers
As a smaller independent supplier working with specialist installation partners, our approach focuses on:
- Safety and technical accuracy
- Reducing failed visits
- Completing installations correctly first time
This means installation lead times may be longer than those offered by some larger suppliers. If you would like to request a smart meter installation, please contact our team and we will guide you through the suitability assessment process.