Frameworks, principles and good practice guidance

The framework is specific to smart metering and was developed to ensure that customer journeys work well for all consumers, meet their expectations and give them the confidence and ability to use their smart metering systems to manage their energy appropriately. The framework builds on existing protections outlined in the smart metering installation code of practice (SMICOP).

Ensuring customers are made aware of and understand any potential inter-operability implications.

Good practice guidance on effective customer engagement and practices to mitigate against the risk of customers receiving an unexpected back bill post meter exchange.

Smart Prepayment switching principles published on the Energy UK website.

Energy UK has compiled examples of energy suppliers supporting customers with
smart pre-payment meters who may be at risk of disconnecting their energy supply.
These examples were obtained from the energy suppliers participating in the Energy UK
Vulnerability Commitment in 2021.