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 useful information in our Help Centre. If you can’t find what you’re looking for, please give us a call on 0330 094 5800.

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

If you’re experiencing any issues with your Trio + Heating Smart Thermostat or the in-home display (IHD), visit the Geo website here. If you’re still experiencing issues with the device, then you can contact the technical team on 0122 385 0210 or by email at customerservices@geotogether.com.

When will I receive my Amazon voucher?

We’ll send you details on how to claim your £30 Amazon voucher via email. You’ll receive this 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 2022, you’ll be able to keep the Trio + Heating Smart Thermostat. Please note that your usage data will be used in the trial evaluation up to 30th September 2022.

How do I withdraw from the trial?

If you’d like to withdraw from the trial you can do so by contacting our customer services team here or calling 0330 094 5800. They’ll inform our partners and delete your data within 10 days of your request.

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

If you move property or change your energy supplier during the trial, we’ll remove your details from the trial. If you’ve already received your Trio + Heating Smart Thermostat or voucher then you’ll be able to keep them, but we won’t 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) randomly select who is chosen for the voucher or Trio + Heating Smart Thermostat. You won’t be able to move from one group to another once you’ve joined the trial.

What should I do 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, please contact our customer services team here.

My Geo mobile app isn’t working

If you’re experiencing any issues with the Geo mobile app, you can find online support here. If you’re still experiencing issues with the device, please contact the technical team on 0122 385 0210 or by email at customerservices@geotogether.com.

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

You’ll receive a claim email for your £30 Amazon voucher within 60 days of having your smart meter installed. Make sure to check your spam folder. If you don’t receive the email within 60 days, please 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 of the trial.

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 arrange your smart meter installation.