The UK’s journey to a net zero energy system depends on many moving parts, but few are as fundamental as the smart meter. Backed by real-time data and trusted across the energy industry to cut carbon and costs, smart meters are a cornerstone of the UK’s decarbonisation ambitions.
Yet despite years of effort, the rollout remains incomplete. Just 67% of homes currently have a smart meter, and with new government targets for suppliers to reach 74.5% of homes and 69% of small businesses by the end of 2025, the pressure is on.1 Beyond that, the government’s newly proposed Smart Metering Policy Framework requires UK energy suppliers to “take all reasonable steps to achieve 100% domestic smart meter penetration by 31 December 2030.”
Reaching that goal means winning over the hardest-to-reach households – and solving persistent technical challenges. That’s where together, Advizzo and our parent company, Calisen, can make a measurable difference.
Why the rollout matters
Smart meters are far more than digital billing devices. They’re the foundation of a cleaner, more flexible energy system – enabling EV charging, solar integration, demand flexibility and time-of-use tariffs.
When functioning properly, smart meters give households clear visibility of energy use in real time. That insight helps reduce consumption, lower bills and support the national goal of net zero by 2050.
But for millions of customers, that potential remains untapped – either because they don’t yet have a smart meter, or because their device isn’t communicating properly.
The challenge: Reaching the reluctant
The remaining third of households aren’t waiting for an appointment. They’re the least engaged, the most reluctant and the hardest to reach. Many are private renters, people in remote areas or those who’ve previously declined a smart meter. Others have technical barriers, concerns about privacy or simply don’t understand the benefit.
Blanket messages and standard appointment windows haven’t worked. What’s needed now is a smarter, more human approach – one that combines data insight, behavioural science and proactive personalised engagement to address real barriers and build trust.
New rules raise the stakes
Ofgem’s recently proposed Guaranteed Standards of Performance (GSoPs), due to come into force in 2026, will further tighten expectations and pressure. Under the plans, energy suppliers must provide compensation when:
- Customers wait more than six weeks for an installation appointment
- Installations fail due to faults within the supplier’s control
- Reported problems aren’t resolved or planned for within five working days
- Smart meters fail to operate in smart mode for more than 90 days
The message from regulators is clear: the era of passive rollout is over. Energy suppliers must act quickly, transparently and proactively – or face financial penalties and reputational damage.
How Calisen and Advizzo can help
Together, Calisen and Advizzo bring the operational data, technology and customer-engagement expertise needed to solve both sides of the challenge – smart meter rollout and reliability.
Identify and target households intelligently
Using supplier data and Calisen’s national smart-meter asset insight, Advizzo can segment those customers that still need a smart meter, or whose meters are failing to communicate – and engage with them directly.
Engage the right customers, in the right way
Our customer engagement solutions deliver personalised, multi-channel communication. Messages are tailored to each customer’s needs, motivation, mindset and preferred channel – helping to build trust, dispel myths and encourage participation.
Support vulnerable or disengaged customers
Combining open-source data with supplier information, we can help identify customers who may struggle with accessibility, digital exclusion or affordability – ensuring inclusivity and compliance with Ofgem’s vulnerability principles.
Proactively communicate faults and fixes
With trust established we can alert customers to issues with their smart meters, explain how they can provide accurate readings in the interim, and keep them informed about repair or replacement progress – all through trusted, branded channels, helping keep regulators and penalties at bay.
Rebuild confidence and accelerate progress
By connecting Calisen’s technical expertise to our customer engagement platform and solutions, energy suppliers can transform compliance into customer satisfaction – and turn the final stretch of the rollout into an opportunity for trust and transformation.
In September 2024, we surveyed the UK population via an online panel (95% confidence level including smart and non-smart metered customers) to confirm how our personalised User Experience impacts customer satisfaction (aka NPS). The results revealed that NPS satisfaction levels towards a customer’s energy supplier increased for at least 51% of UK energy users equipped with a smart meter.
Powering the final push to 2030
The government’s ambitions are clear, but meeting them requires more than logistics, it demands empathy and innovation.
With Calisen’s nationwide installation and maintenance expertise and Advizzo’s proven track record in behavioural science-led engagement, together we’re helping energy suppliers convert the final third of customers – and build the smarter, fairer, low-carbon energy system the UK needs.
Let’s make the last miles of the smart meter journey the most effective yet. Get in touch to learn how Advizzo and Calisen can help you accelerate your smart meter rollout and rebuild customer trust. Talk to us today!
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1 Smart Meter Statistics in Great Britain: Quarterly Report to end March 2025