Important Information for Our Customers

As part of the ongoing upgrades to the UK’s energy infrastructure, we would like to inform you of the planned decommissioning of the Radio Teleswitch Service (RTS) in June 2025. This change is part of a broader effort to modernise the energy grid and ensure more efficient and reliable service for all customers. We understand that this may raise questions or concerns, especially if your energy meter relies on the RTS. Below, we’ve outlined what this change means, who it affects, and what steps you should take to ensure a smooth transition.

What is the Radio Teleswitch Service?

The Radio Teleswitch Service has been used for many years to remotely control certain types of energy meters, typically used by customers on specific tariffs like Economy 7 or other time-of-use tariffs. The service allows for automatic switching between different rates of electricity during the day, depending on your tariff. However, as technology advances, the RTS is being phased out in favor of more modern solutions.

Who Will Be Affected?

Customers with older RTS-controlled meters will be affected by this turn-off. If your meter relies on the RTS, you will need to upgrade to a newer smart meter that can handle the transition and ensure you continue to receive accurate billing and uninterrupted service. The upgrade is necessary to maintain the functionality of your energy tariff and prevent any disruptions.

What Steps Should You Take?

1. Check Your Meter

If you are unsure whether your meter is affected by the RTS turn-off, please check the communication you have received from us, Energy Assets, or IMServ. Your meter type will be specified in these communications. Alternatively, you can contact our customer service team, and they will assist you in identifying whether you are impacted.

2. Schedule a Meter Upgrade

We have been proactively reaching out to affected customers through emails, phone calls, and letters. These communications provide instructions on how to arrange for a meter exchange. The upgrade process is simple and involves the installation of a new smart meter at your property. These meters offer enhanced functionality and are part of the national effort to modernize the energy grid.

Our partner companies, Energy Assets and IMServ, have been tasked with performing the upgrades. If you have not yet arranged your meter exchange, please contact them directly using the details provided in our communications, or reach out to us for further assistance.

3. Stay Informed

We recommend that you keep an eye on your email and our website for any further updates regarding this transition. We will continue to provide information and support throughout this process to ensure that the change is as smooth as possible for you.

What Will the Impact Be?

If you do not upgrade your meter by the June 2025 deadline, your meter may no longer function correctly. This could lead to inaccurate billing, disruptions in your energy service, or the inability to take advantage of your current tariff rates. Upgrading to a smart meter not only prevents these issues but also provides you with more detailed information about your energy usage, helping you to manage and potentially reduce your energy costs.

We’re Here to Help

We understand that changes like this can be concerning, but please rest assured that we are here to support you every step of the way. Our customer service team is available to answer any questions you may have, assist with scheduling your meter upgrade, or provide additional information about the RTS turn-off and its implications.