Who can I contact if I have a problem with my smart meter?

If you’re experiencing any issues with your smart meters, you can find online Help articles here. If you’re still experiencing issues then you should contact our customer services team.

Who can I contact if I have a problem with my Trio + Heating Smart Thermostat?

If you’re experiencing any issues with Trio + Heating Smart Thermostat or the in home display unit (IHD), visit the Geo website here. If you’re still experiencing issues with the device then you can contact the technical team directly on 01223 850210 or by email customerservices@geotogether.com.

When will I receive my Amazon voucher?

You will be sent an email to claim your £30 Amazon voucher within 60 days of your smart meter installation date.

Can I keep the equipment after the trial ends?

Yes, once the trial ends on 31st March 2021, you will be able to keep the Trio + Heating Smart Thermostat.

How do I withdraw from the trial?

In the event that you would like to withdraw from the trial you can do this by contacting our customers services team here or calling them on 0330 094 5800 and telling them you would like to be removed from the Geo Sens trial. They will inform our partners and delete your data.

I am moving home. What does this mean for the trial?

If you move property or change your energy supplier during the trial, we will remove your details from the trial. If you have already received your Trio + Heating Smart Thermostat or voucher then you will be able to keep them but we will no longer use your data in the trial.

Can I choose to have the voucher instead of the Trio + Heating Smart Thermostat or vice versa?

To ensure the research is conducted fairly our partners at University College London (UCL) will randomly select who is chosen for the voucher or Trio + Heating Smart Thermostat. You will not be able to move from one group into another once you have joined the trial.

Who do I contact if I haven’t received my Amazon voucher?

You should receive an email to claim your voucher within 60 days of your smart meter installation date. If you still haven’t received your claim email after this time then you should contact our customer services team to help.

My Geo mobile app is not working

If you’re experiencing any issues with the Geo mobile app, you can find the online support articles here. If you’re still experiencing issues with the device then you can contact the technical team directly on 01223 850210 or by email customerservices@geotogether.com.

What should I do if I haven’t received my Amazon voucher?

You will receive a claim email for your £30 Amazon within 60 days of having your smart meter installed. In the event that you have not received the email after this period has lapsed, please check your spam folder first as email providers can sometimes push emails into spam folders. If you still believe you are missing the claim email then contact our customer service team who will investigate the issue for you.

Will my data ever be sold or used for commercial purposes?

No, the data accessed by UCL and the Ipsos MORI team will never be sold to third parties and will only be used for the purposes described here.

What will happen to the results of the evaluation?

The results of the evaluation will be published on the gov.uk website and may also be published through reports or publications such as academic books, journals, and at conferences. Individuals and households will not be identified in any publication.

Will my taking part in this project be kept confidential?

Your participation in the trial will be kept strictly confidential. UCL and Ipsos MORI commit to safeguarding your privacy.

How can I book my smart meter appointment?

Our installation partner (SMS Plc) will be in touch to book your smart meter appointment.