CitizEn Energy Smart meter User manual

Smart meter
user guide

Page 3
Contents
1. Welcome to your smart meter Page 4
2. How to make your home more energy efficient Page 5
3. Your safety and what to do in emergencies Page 6
4. Help, advice and services Page 8
5. Further help and support Page 10
6. Contact us Page 11
7. Introduction to your smart meter Page 12
8. Getting started with your In Home Display (IHD) Page 13
9. IHD Main Menu Page 14
10. IHD Home Screen Page 15
11. Seeing your account status and real time energy use Page 16
12. How much energy are you using and how much does it cost? Page 17
13. Receiving messages on your IHD Page 18
14. History Page 19
15. Tariffs Page 20
16. Settings Page 21
17. Manage your energy with target setting Page 22
18. Setting a cost target (£) Page 23
19. Setting energy and eco targets Page 24
20. Payment and topping up Page 25
21. Manually topping up your meter Page 26
22. Emergency Credit and Friendly Credit Page 28
23. How to manually top up if your IHD is missing or broken Page 29
24. Taking a meter reading Page 30
25. Problems with your smart meter? Page 31

How does your new meter work?
Your new smart meter connects wirelessly to
both CitizEn Energy customer services and
your new In Home Display (IHD). The IHD sits
in your home and allows you to see in real
time how much energy you are using.
What are the benefits of smart meters?
• Manage your energy use. You can see how
much energy you are using in your home
and approximately how much it is costing
you in pence per unit.
• Make savings. Once you identify what the
energy guzzling appliances in your home are,
you can take steps to reduce how much they
are costing you by using them more efficiently.
• No more estimated bills. Your smart meter
is connected wirelessly to CitizEn Energy
giving us up to date, accurate meter
readings without you having to do a thing.
Caring for your IHD
• To avoid damage, do not use any sharp
objects on the display.
• Do not let your IHD near water or any other
liquid. Keep it away from heat-generating
sources like heaters or areas with high
moisture like bathrooms.
• Only use the power pack and cable
supplied with your IHD.
• Excessive impact or shock may damage
the IHD so be careful not to drop it or give it
any hard knocks. If the display is damaged
avoid touching the liquid crystals contained
in it. Contact the CitizEn Energy team and
we’ll arrange for a replacement IHD to be
sent to you.
How do I get my IHD working?
Don’t worry! Our meter installer will fit your
meter and IHD at the same time. The installer
will talk to you about your new IHD and advise
you of the best place for it to sit.
Smart meter data collection
Your smart meter records your energy usage
more often than a ‘traditional’ meter could.
When we supply you through a smart meter, we
will automatically take daily meter reads unless
you tell us not to. You can choose to opt-out
of daily meter reads by calling free on 0800
953 0165 or by emailing customer.service@
citizenenergyuk.co.uk.After this we will
normally only take one meter read each month.
Meter reads are taken so we can:
• Tailor the energy efficiency advice and
guidance that we give to you
• Ensure that your bills are as accurate as possible
• Develop new tariffs and products in the future
that better suit your individual needs (but
we will only ever contact you for marketing
purposes if we have your consent)
• Help third party partners achieve their social
and environmental aims and for academic
research.
Increasing how often we take meter reads will
help us better achieve the outcomes listed
above. Please get in touch if you’re happy for us
to take half-hourly meter reads. Remember that
you can change your mind regarding increased
reads at any time. We can also provide you with
up to two years’ worth of your consumption
data, free of charge if you request it. You’ll need
to tell us in advance if you would like to receive
consumption data and we’ll provide it as soon
as we reasonably can.
1. Welcome to your smart meter 2. How to make your home more energy efficient
Being smart with how you use your energy
can help make a big difference to your bills
and the environment. Here at CitizEn Energy
we can offer advice to make your home more
energy efficient. By making a few small,
simple changes around your home you can
reduce your energy consumption and quickly
start saving money.
Five simple energy efficiency tips
1. Turn the heating down a bit. When you
reduce your thermostat by just 1°C, you
could save around £85 - £90 and 310kg -
360kg carbon dioxide per year.
2. You can save around £30 a year just by
remembering to turn your appliances off
standby mode.
3. Turn your lights off when you’re not using
them. If you switch a light off for just a
few seconds, you will save more energy
than it takes for the light to start up again,
regardless of the type of light. This could
save you around £15 on your annual
energy bills.
4. Drying clothes outdoors on a washing line
or indoors on a rack costs nothing and uses
no energy so it is the ideal way to dry your
clothes. If you need to use a tumble dryer,
choose one with a good energy rating which
will help to keep your energy bill down as
much as possible.
5. Cut back your washing machine use by just
one cycle per week and save £5 a year on
energy and a further £8 a year on metered
water bills.
These calculations are an indication of the
amounts you could save on fuel bills and CO2
by making energy efficiency improvements.
These figures are either calculated using
models or are based upon evidence of field
trials of products. The amount of money that
can be saved will differ from household to
household.
Source: The Energy Saving Trust
www.energysavingtrust.org.uk
Financial help
There may be financial help available for you
to improve the energy efficiency of your home
and make it warmer, more comfortable and
cheaper to run.
If you live in Southampton or Hampshire you
can contact the Environment Centre (tEC), a
local charity, on 0800 804 8601 or visit
www.environmentcentre.com for advice and
information - let them know CitizEn Energy put
you in touch.
If you live outside of Southampton and
Hampshire you can contact your local
authority, or the Energy Saving Trust to check
what help is available in your area.
The Energy Saving Trust
The Energy Saving Trust provides independent,
free, expert advice to help you save energy and
reduce your bills plus offers energy saving tips
and help finding energy grants.
• Call 0300 123 1234 (national rate line)
• Visit: www.energysavingtrust.org.uk
Page 5Page 4

3. Your safety and what to do in emergencies
Helping you stay safe
If you smell gas, think you have a gas leak, or are
worried that fumes containing carbon monoxide
are escaping from a gas appliance, then please
call the free Gas Emergency Services emergency
line immediately on 0800 111 999.
If you suspect you have a gas leak
then please follow the advice below.
• Open all doors and windows to ventilate the
property.
• Do not turn on/off any electrical switches.
• Extinguish all naked flames, do not smoke,
strike matches or do anything which could
cause ignition.
• If there are any electrical security entry phones/
locks then please do not use them and instead
open any doors and windows manually.
All gas appliances need an adequate air
supply to operate safely and must have a flue
to remove the waste gasses from the property.
Make sure air vents in doors, windows or walls
are not blocked and that the flue from the fire or
boiler does not become blocked or obstructed.
Important safety checks
Never:
• Use a gas appliance if you think that it is
not working properly
• Cover an appliance or block the convection
air vents
• Block or obstruct any fixed ventilation
grilles, air bricks or outside flues.
Source: www.co-bealarmed.co.uk
Warning signs
Your gas appliance may not be working
properly if you notice:
• Yellow or orange rather than blue flames
(except fuel effect fires or flueless
appliances which display this colour flame)
• Soot or yellow/brown staining around or on
appliances
• Pilot lights that frequently blow out
• Increased condensation on the inside of
windows.
Gas safety checks
The Health and Safety Executive (HSE)
advises all gas consumers to have their gas
appliances and fittings checked for safety,
annually by a Gas Safe registered installer. At
CitizEn Energy, we may be able to offer a gas
safety check for you which will be carried out
by a fully qualified engineer. This service will
be free for customers who own and occupy
their home, are in receipt of means tested
benefits, have not had a gas safety check in
the last 12 months, and:
• Live with at least one child who is aged
under 5 years; or
• Are over 60 years of age, disabled or
chronically sick, and:
i) Live alone, or
ii) Live with others, all of whom are over 60, under
18, disabled or have a long term illness.
Source: The Health and Safety Executive website
www.hse.gov.uk
If you are a tenant, your landlord is
responsible for ensuring that your gas
appliances have an annual safety check.
For more details, please contact us on
0800 953 0165.
If, during a gas safety check, the engineer
finds that an appliance is dangerous, it will
be condemned and cannot be used until it is
repaired or replaced and no longer poses any
further danger. If this happens and you need
support or advice, you can call the Gas Safe
Register enquiry number on
0800 408 5500 (lines open Monday to
Thursday 9am - 5.30pm and Friday
9am - 5pm).
Alternatively visit their website at
www.gassaferegister.co.uk
Help guard against carbon monoxide
- ‘the silent killer’
You can’t see it, smell it or taste it, but carbon
monoxide gas can kill or seriously injure in
just a matter of hours. Carbon monoxide gas
can be produced by faulty gas appliances so,
to ensure your home is safe, you will need to
be aware of the risks listed below that could
cause your gas appliances to become unsafe.
• Your gas appliance has not been properly
installed.
• Your gas appliance is not working properly
or has developed a combustion fault.
• Your gas appliance has not been regularly
maintained by a Gas Safe registered
engineer.
Smart meter installations
Smart meter installations can highlight safety
issues with existing energy appliances. If
this happens our engineer will take all the
necessary steps to ensure that the unsafe
appliance is condemned and take steps to
ensure that it cannot be used until it is repaired
or replaced and no longer poses any danger.
Symptoms of carbon monoxide poisoning
can often be mistaken for flu or food
poisoning and may include all or any of the
following:
• Recurring headaches
• Nausea, sickness or stomach pains
• Dizziness
• Tiredness or drowsiness
• Chest pains
• Visual problems.
The symptoms of carbon monoxide poisoning
can come and go. You may find that symptoms
improve when you are away from home or
when the faulty appliance is switched off. If
you suffer from any of these symptoms, seek
medical advice and ask if carbon monoxide
may be the cause.
For further information and advice on the
dangers of carbon monoxide poisoning,
please visit www.co-bealarmed.co.uk
Page 7Page 6

4. Help, advice and services
The benefits of being a
CitizEn Energy customer
To help you get the most from your account
with us, our website is full of helpful
information on:
• Bills and payments
• Services for customers with special
requirements
• Pay-As-You-Go
• Making an enquiry or complaint
• The complaints process.
You can find all these on our website at:
www.citizenenergyuk.co.uk
Our Priority Services Register
We want to ensure that all of our customers
receive the best possible service to meet their
needs. If you have special requirements, you
may want to add your details to our Priority
Services Register (PSR) which is a list of
customers who qualify for the additional
support. Customers who qualify for the
Priority Services Register can include:
• Are of pension age
• Have a disability
• Have a long-term health issue
• Are in a vulnerable situation.
Once you join the register, we’ll let you know
about any changes or interruptions we may
need to make to your service so that you can
make any arrangements necessary to support
yourself during these service changes.
Some of the free services for
Priority Services Register customers
include:
• You can agree a password that can be used
for you to identify any person working for us or
for your gas or electricity network company
• You can send your bill or statement to
any person you nominate as long as that
person has agreed to receive it for you
• If no-one at your home is able to read the
meter we can arrange for a quarterly reading
and inform you of the reading
• If your meter is difficult to access and you
can’t read or insert your payment card/key,
we may be able to arrange for the meter to
be relocated.
If you’re visually or hearing impaired we also
provide support to help you manage your
account. This can include:
• Large print or Braille bills. You can
choose to receive your electricity and/or
gas bills and statements in large print or in
Braille, for free.
• Audio bills. You can choose to receive your
electricity and/or gas bills and statements in
audio format.
If you would like to receive these, or any of
our other support services, then just call us
on 0800 953 0165 or visit
www.citizenenergyuk.co.uk
For customers who are deaf or have hearing
difficulties, CitizEn Energy are able to offer
free advice and support for those who have
the correct equipment installed.
Join our password scheme
For extra security, you can use our free password scheme. All you need to do is choose a
password (make sure it’s something no one else can guess) then call us on 0800 953 0165
and let us know what it is and we will make sure anyone from CitizEn Energy visiting your home
can confirm it with you.
For further information, please take a look at our Service To You booklet on our website or call
us on 0800 953 0165.
Helping you to feel safe
We take your safety seriously. The CitizEn Energy representative that visits your home will have
the necessary skills to do the job that they are visiting you for. They will also be able to tell you
about where you can find help and advice on your energy supply.
Check their ID
Our representatives always carry identification cards. Don’t worry about asking to check their
card carefully as genuine representatives of CitizEn Energy won’t mind at all.
Call us
If you’re unsure that someone who has come to your home is a CitizEn Energy
representative then please call us on 0800 953 0165 before you let them in and we’ll be happy
to check their details.
Finding the information you need
Got a question? Need advice or help with your energy account? You can find the answers to
frequently asked questions on our website at www.citizenenergyuk.co.uk
Page 9Page 8

5. Further help and support
We hope in the first instance you’ll come to us
if you need any help.
If you’re having difficulty paying your energy
bills then please let us know immediately
and we’ll do everything we can to help you.
Together we can look at the best payment
options to suit your circumstances.
You can call us free on 0800 953 0165.
Independent organisations that offer
support if you need it:
Citizens Advice Bureau (CAB)
consumer helpline
It’s easy to get free, independent advice
so that you know your rights as an energy
consumer. You might want to get a better
deal, find out how to make a complaint, get
advice about the quality of your electricity or
gas supply, or ask for help if you’re struggling
to pay your bills.
To know your rights visit
www.citizensadvice.org.uk/energy
To contact the Citizens Advice consumer
service in England call 03444 111 444.
StepChange
Free advice and help with overcoming debt
problems.
• Call, freephone: 0800 138 1111
• Visit: www.stepchange.org
Financial help
There may be financial help available for you
to improve the energy efficiency of your home
and make it warmer, more comfortable and
cheaper to run.
If you live in Southampton or Hampshire you
can contact the Environment Centre (tEC), a
local charity, on 0800 804 8601 or visit
www. environmentcentre.com for advice and
information - let them know CitizEn Energy put
you in touch.
If you live outside of Southampton and
Hampshire you can contact your local
authority, or the Energy Saving Trust to check
what help is available in your area.
The Energy Saving Trust
The Energy Saving Trust provides independent,
free, expert advice to help you save energy and
reduce your bills plus offers energy saving tips
and help finding energy grants.
• Call 0300 123 1234 (national rate line)
• Visit www.energysavingtrust.org.uk
6. Contact us
Getting in touch with CitizEn Energy is easy.
Phone: [phone]
Postal address:
CitizEn Energy
Customer Service
PO Box 10461
Nottingham NG1 9JS
Please include your name, address and account number on all correspondence that you send us.
Email: customer[email protected]
Website: www.citizenenergyuk.co.uk
If you have a gas or electricity emergency
Gas emergencies
If you smell gas, or think you have a gas leak, please call the Gas Emergency Services
immediately on 0800 111 999 (24 hour emergency line).
Electricity emergencies
Your electricity network operator looks after the safety and security of your electricity supply.
To find your local Electricity Distribution Network visit www.energynetworks.org
Page 11Page 10

Page 13Page 12
7. Introduction to your smart meter
Your smart meter
This is your smart meter and it records how much electricity and gas you are using.
Alternatively you may have a new smart meter to monitor your electric use and your original
gas meter. Your smart meter sends data to an In Home Display (IHD) which is placed in a
convenient location so that you can view your energy use at any time.
Your In Home Display (IHD)
Your IHD sits inside your house in an easy to access place and will help you monitor your energy use.
Powering your IHD
We recommend that you use the mains power to power your IHD as it is much more economical
than batteries. Further information on fitting batteries in your IHD can be found in your Secure
Quick Start Guide included with your IHD installation pack.
How do I get my IHD working?
Don’t worry! Our meter installer will fit your meter and IHD at the same time. The installer will talk
to you about your new IHD and advise you of the best place for the IHD to sit.
Where should the IHD be placed in my home?
Your IHD needs to be a certain distance from the smart meter to ‘talk’ to it. When the icon
displays then the IHD is connected to the Home Area Network (HAN). This means that your IHD
is ‘talking’ to the smart meter. If your IHD displays the icon then it has disconnected from the
meter and will need moving nearer the meter or resetting.
8. Getting started with your In Home Display (IHD)
Electricity LED Gas LED

Page 14 Page 15
9. IHD main menu
Waking up your IHD
Your IHD is set to backlight 24 hours a day but don’t worry it costs less than 20p a year to be lit all
the time. If you would like to program your IHD to power down when you’re not using it just pop
into the settings button Settings from the home screen and press ‘Backlight’.
Pressing ‘Backlight’ on the settings button means your screen will go dark after 60 seconds and
light up again when you tap the screen.
Is the display black? Just tap the display area to wake up your IHD.
Getting to the main menu
You can always get to the main menu by pressing Menu on any screen.
Energy usage information
Energy usage Information is updated approximately every 30 seconds from your electricity meter
and every minute from your gas meter while energy consumption is in progress.
10. IHD home screen
The IHD home screen shows your account status
Your account status shows as the default home screen when your IHD ‘wakes up’ after it has been
powered down.
Your IHD’s home screen will be different depending on if you’re a single or dual fuel customer.
Home screen of an IHD in dual-fuel
prepayment mode.
Home screen of an IHD in electricity
only prepayment mode.
Home screen of an IHD in dual-fuel
credit mode.
Home screen of an IHD in electricity
only credit mode.
Electricity
Menu 26.11.1414:25
Dual
Message History Tariff
£
Account Settings
Gas
Account Info 26.11.1414:25
Menu
A/C
Dual Fuel
P P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Account Info 26.11.1414:25
Menu
A/C
Dual Fuel
C C
Estimated Bill: £25.00
Updated On: 26.11.14 00:22
Estimated Bill: £25.00
Updated On: 26.11.14 00:22
Account Info 26.11.1414:25
Menu
A/C
C
Estimated Bill: £25.00
Updated On: 26.11.14 00:22 Data
History
DUAL
Check your balance and current
gas and electricity usage
DATE
TIME
SIGNAL
BATTERY
ON / OFF SWITCH MESSAGE ALERT
GAS
See your balance and how
much energy you’ve used
today
SETTINGS
Change your targets, screen
brightness and sound
TARIFF
See how
much each
unit of energy
costs on your
current plan
HISTORY
See how much energy
you’ve used in the last
week, month or year
MESSAGE INBOX
Read important alerts
ELECTRICITY
Look at your balance and
how much energy you’ve
used today
ACCOUNT
View your account activity, view your past
top-ups and top up manually

11. Seeing your account status and real time energy use
Page 16 Page 17
Press the dual fuel button Dual or electricity button Electricity on the main menu to see your
account status.
Your account status screen
The A/C screen gives you a quick picture of your credit balance and recent top-ups.
Press the A/C button to scroll though different energy usage information
screens.
Press again to get the £/h information screen. This will tell you how much
it is costing per hour for the energy you are currently using in real time.
Press once to get the kWh information screen. This will tell you how many
kWh of energy you are using in real time.
Press once more to get the CO2/kg information screen. This screen will tell
you how many CO2 emissions your household is generating.
Pressing the
A/C button will
allow you to see the
energy demand
information dial.
Pressing this
button will allow you
to scroll through
these screens to
see how much
energy or credit you
are using.
Account status screen
Energy demand information dial screen
12. How much energy are you using and how much does it cost?
Electricity
Menu 26.11.1414:25
Dual
Message History Tariff
£
Account Settings
Gas
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Account Info 26.11.1414:25
Menu
A/C
P
Balance: £25.00
Updated On: 26.11.14 00:22
Days Left: 25
Date Amount
22.09.14 £10.00 Cr
15.06.14 £15.00 Cr
17.03.14 £30.00 Cr
22.12.13 £20.00 Cr
18.09.13 £35.00 Cr
History
Usage Now 26.11.1415:08
Menu
kWh
Dual Fuel
P C
ECO
1.45 kW
MED
1.62 kW
A/C
£/h
kWh
C
o
2/kg
Brief summary
of your most
recent top-ups
Your account
status will also
show as the
default screen
when your IHD
‘wakes up’ after
it has been
powered down.
Account Information scrolling button
P = Prepayment Mode
C = Credit Mode
E = Emergency Credit
F = Friendly Credit
This is approximately
how many days
your energy will
last depending on
the fuel type you
have selected. This
is based on your
current usage and
may increase or
decrease depending
on your usage.
This is
approximately
how much credit
you have left on
your meter (gas or
electric depending
on the fuel type you
have selected)
When on the ‘Default Screen’, the LED light will only relate to your
credit balance:
Green = plenty of credit
Orange = credit is half used
Red = low credit
You can set your ‘Low Credit Alert’ of choice via the ‘Settings Screen’

Page 18
13. Receiving messages on your IHD 14. History
Page 19
Your home menu screen contains a messages button.
We may send you messages about price changes or information you may need regarding your
credit levels.
Press this button to see if CitizEn Energy has sent you any messages.
Tap the View button to see the message in full.
Important messages will pop up as shown below. Press OK to close the message.
Your home menu screen contains a history button. Press this button to see how much energy
you’ve used in the past hour, day, week or month.
You can also see if you’re meeting any targets that you’ve programmed into the IHD.
See page 24 for target setting.
Message
Messages 26.11.1414:25
This message is to advise you that
our new tariff prices will be effective
from tomorrow.
Tue 26.11.14 16:25
OK
Messages 26.11.14
2
14:25
Menu
Sun 26.11.14 16:30
Fri 21.11.14 11:00
Wed 19.11.14 09:00
Tue 18.11.14 17:10
Fri 14.11.14 18:00
View
View
View
View
View
History
Day of 26.11 26.11.1414:25
Menu HourkWh
Electricity
12
kWh
00:00 03:00 6:00 9:00 12:00
Total: 122 kWh
Pressing this
Hour button
allows you to see
how much energy
you have used over
the last hour, day,
week and month.
> > >
Pressing either the
Electricity button
or the Gas button
will allow you to
scroll through these
screens to see how
much energy or
credit you are using.
Day
Week
Month

Page 20
15. Tariffs
Your home menu screen contains a tariff button. The tariff screen will tell you what tariffs you are
currently on for either your electricity or gas.
Press this button to see information on your tariff including the name and rates. The rate you are
currently being charged appears in bold at the top of the information list.
Press the Tariff Tariff
£
button
Then press the Electricity or Gas buttons to move between your tariff information.
16. Settings
Page 21
Your home menu screen contains a settings button. Press this button to see information on your
IHD settings.
This screen will allow you to change your display settings and set targets.
Tariff 26.11.1414:25
Menu Electricity
- Eco 5 -
• £0.05 for first 10 kWh
£0.10 thereafter
£0.12 for first 15 kWh
£0.18 thereafter
£0.15 for first 10 kWh
17:00
18:00
Tariff 26.11.1414:25
Menu Gas
- Eco 5 -
• £0.05 for first 10 kWh
£0.10 thereafter
£0.12 for first 15 kWh
£0.18 thereafter
£0.15 for first 10 kWh
17:00
CV: 38.6 MJ/m3
CF: 1.02264
18:00
Electricity Gas
Settings
Settings 26.11.1414:25
Menu Info
Target
Sound
LEDs
Credit Alert
DST
Backlight
Network
Contrast
Erase
On
On
- - -
i
!
Min
Off
1Min
Credit Alert
Target
Network
Daylight
Savings Time
Info - here you can view
your meter serial number
Backlight - press to select whether you want the
display lit up all the time or if you prefer it to switch
off after 1 minute. The light comes back on if you tap
the screen.
Sound - Press to
switch on/off
Contrast - Press to
lighten/darken screen
LEDs - Press to
switch on/off
Erase

Page 22
18. Setting a cost target (£)17. Manage your energy with target setting
Page 23
To set targets tap the target option on the settings menu.
Select the type of energy that you would like to set a target for (Gas or Electricity). Use the top
right option box to set targets for cost or consumption.
Settings 26.11.1414:25
Menu Info
Target
Sound
LEDs
Credit Alert
DST
Backlight
Network
Contrast
Erase
On
On
- - -
i
!
Min
Off
1Min
Tap - - - button
Tap the £
top right option
box to set cost,
eco or energy
targets.
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back £
OK
2.50
4.50
Settings
Daily Target:
2.50
£ per day
26.11.1414:25
Ok Cancel
1 2 3
4 5 6
7 8 9
Delete 0 .
Settings 26.11.1414:25
Targets Set
£5.00/day = £150.00/month
2.50 kWh/day = 75.00 kWh/month
3.00 Co2kg/day = 90.00 Co2kg/month
Edit Confirm
Step 1.
Tap the top right option box
until it shows £
Step 3.
Enter the limit that you would like to
spend in a day and Press OK
Step 2.
Tap the Electricity or Gas buttons to
set targets for each energy type
Step 4.
Press Confirm to confirm that the
amount you have inputted is correct

Page 24
20. Payment and topping up19. Setting energy and eco targets
Page 25
Minimum top-up
Remember
Your minimum top-up per fuel is £5 so you’ll need to top-up £5 on gas and £5 on electricity to
get started.
Top-up methods
To top-up using any of the methods below you will need the 19 digit number shown on your smart
meter top-up card.
Top-up in person
Take your top-up card to any PayPoint outlet. It is very important that you keep your receipt
from your top-up at the PayPoint outlet.
Top-up online
To top-up go online to www.citizenenergyuk.co.uk/smart-payments and follow the
instructions on screen.
Top-up over the phone
Call our freephone number on 0800 953 0165 to make a payment .
PayPoint receipts
If you top-up at a PayPoint outlet or online but the money does not go onto your meter you can
manually top-up your meter using your PayPoint receipt or
PayPoint confirmation e-mail. Go to page 26 for guidance
on manually topping up your meter.
It is very important that you keep your top-up receipt. In
case of any top-up problems you will need the Vend Code
number on your receipt to manually top-up your meter.
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back kWh
OK
2.50
4.50
Settings
Targets
Please set your daily targets
per day
per day
26.11.1414:25
Back Co2kg
OK
2.50
4.50
Tap the top right option box on the
targets screen until it shows kWh
Follow steps 2-4.
Setting a consumption target (kWh)
Setting a CO2 consumption target (CO2kg)
How do I know if I’m hitting my targets?
Your IHD has three LED lights on top of it. The colours will tell you if you are getting close to or
going over a set target.
Green Light = You are below 60% of your set target .
Orange Light = You are above 60% of your target but below 100% so its time to check what
appliances are guzzling energy.
Red Light = Oops ! You’ve hit 100% of the target that you set. Best check your heating settings
and appliances and see if there’s anything you can turn off or turn down.
Tap the top right option box on the
targets screen until it shows CO2/kg
Follow steps 2-4.

Page 26
21. Manually topping up your meter
Topping up your meter using your IHD
1. Go to the Main Menu
2. Press the Account button Account
3. Select the fuel type that you wish to top up
4. You will see the screen to the right
5. Type in your vending code which you
can find on your PayPoint purchase
e-mail or receipt.
6. Once your top up is successful the screen
will read ‘Transaction Successful’
Unsuccessful top up
If your top up is unsuccessful then the screen will read ‘Transaction failed’
• You may have inputted your code incorrectly – if you have, the screen will display a message
that reads‘Transaction Failed. Code is incorrect’. If this happens then try to top up again.
If you still can’t top up then call our call centre staff who will be happy to help 0800 953 0165.
Page 27
Transaction 26.11.1414:25
Menu
Electricity Gas
Account
Type in your
vend code. Press
‘Delete’ to correct.
Press ‘Enter’ to
send.
26.11.1414:25
Back
1 2 3
4 5 6
7 8 9
Delete 0 Enter
Account
Type in your
vend code. Press
‘Delete’ to correct.
Press ‘Enter’ to
send.
23145 - 67893 - 11243 - 99678
26.11.1414:25
Back
E-Credit
Debt
123
456
789
Delete 0 Enter
Problems when topping up
You’ve topped-up but the power has not come back on and you’ve noticed that the Restore
Power screen is not confirmed.
This might be because you have not confirmed the in-home display i.e. the ‘Restore Power’
screen. When you top-up after your supply has gone off, it will not automatically come back on.
To do this someone needs to be in the property to switch the gas and/or electricity back on.
What should you do?
Electricity - you can restore the power via either the IHD or the electricity meter itself. To restore it
via the IHD, first ensure it has working AAA batteries inside and switch the handset on. You will be
asked if you wish to restore power. Press ‘OK’ and your power should come back on. If you can’t
do this use the electricity meter instead. First go to the electricity meter keypad and press ‘A’ to
connect. Then press ‘B’ to restore power.
Gas - you will not be able to restore your gas via the IHD once it has been switched off. Instead
you’ll be able to restore the gas via the gas meter keypad. Simply press ‘A’ to connect, followed
by ‘B’ to switch it back on.
Problems with loss of supply - Gas meter
You have no gas supply and you’ve topped-up to get it back. You have pressed ‘A’ on the gas
meter keypad to restore the supply but this has not worked. Instead of asking you to ‘Restore
Power’ it has gone into vend mode and the supply cannot be restored.
As the gas meter has been off for a while it has gone into sleep mode and it may take a while
to pick up a signal again. It also means that the top-up that you have made may not as yet be
registered on the gas meter.
What should you do?
First check your IHD. If you have topped-up this should show on your gas balance. In order to
get your top-up to register on your gas meter, press ‘A’. This will go to vend mode. To get your
gas back enter your 20, 40 or 60 digit vend code. Now send by pressing ‘B’. Once this is done
Press ‘A’ to connect the gas meter again and ‘B’ to restore your supply.

23. How to manually top up if your IHD is missing or broken
If there is a problem with your IHD you will need to manually input your Vend Code into your smart meter.
Go to your gas or electricity meters and locate the keypad.
Problems topping up?
2. With the meter in VEND MODE you can input the 20 digit Vend Code
that you will find on your PayPoint receipt.
When you are in VEND MODE your ‘A’ button becomes a delete button
so if you do get anything in wrong you can delete it and re input.
VEND MODE
REJECTED
DUPLICATE
INCORRECT
INCOMPLETE
ADDED 3. Once you’ve put in all your 20 digits press the red ‘B’ button. The
screen should then show you the amount you topped up by followed
by the message ADDED. Your meter is now topped up.
If you see any of these messages then you should re input your Vend
Code, you may have put in a wrong number.
If you continue to see any of these messages then get in touch with our
customer service staff who will be happy to help.
Keypads for manual input
Keypads for manual input
1. Using the meter keypad, give the blue key ‘A’ a quick press.
This will tell the meter that you want to top up in VEND MODE.
123
456
789
A 0 B
Page 28 Page 29
Warning
LOW CREDIT = £1.00
Press ‘E-Credit’ to use Emergency Credit,
‘Ignore’ to continue
26.11.1414:25
E-Credit Ignore
!
Warning
FRIENDLY CREDIT IS ON
AND WILL END AT 00:00 ON 27.11.14
26.11.1414:25
E-Credit Ignore
!
Warning
FRIENDLY CREDIT PERIOD OVER!
Your supply will be switched off at 15:00
Minimum Top up: £6.00
26.11.1414:25
E-Credit Ignore
!
22. Emergency Credit and Friendly Credit
If the unexpected happens and you can’t top up then you will have the option to use £5
emergency credit. Your IHD will display the message below.
When you are in Emergency Credit your home
display will show “E” in the bottom left hand
corner of the screen.
Friendly Credit
CitizEn Energy want to make sure that our customers stay safe and so we offer Friendly Credit.
Friendly Credit is a function which prevents customers from losing power at vulnerable times. If
your emergency credit runs out after our working hours finish then your Friendly Credit will begin
and your supply will not shut off until 9am on the morning of the next working day. This policy
gives you the time you need to either get your meter topped up or restore your supply during
business hours.
If you move into Friendly Credit you will see the screen below.
Once the Friendly Credit period ends your IHD will warn you that your supply is due to shut off. At this
point you will need to either top up or contact our customer service centre for further support.
How will you pay back your Emergency Credit and Friendly Credit?
After being in Friendly Credit or Emergency Credit you will need to pay these amounts back when
you top up again. Make sure that you top up enough to pay back any Emergency Credit, Friendly
Credit and weekly collection that you owe as well as enough to give you the energy you need to
run your household.

25. Problems with your smart meter?
Smart meter installation
Things can sometimes go wrong when installing your smart meter. If this happens our engineers
will let you know what will happen next. We will fix any problems identified as soon as possible.
Reporting repairs to your meter
If you’d like to report any issues with your smart meter or IHD you can contact us via our
freephone number 0800 953 0165 or email customer[email protected]
Checking the progress of your meter repair
If you’d like further details on the progress of your repair you can get in touch using the contact
details above.
Repair charges
If your smart meter or IHD are faulty then they will be repaired or replaced free of charge.
Deliberate damage to your smart meter or IHD will result in charges being applied to your
account as stated in our Terms and Conditions.
Page 30 Page 31
24. Taking a meter reading
To access your meter reading start by pressing on the
keypad.
123
456
789
A 0 B
Taking your electricity reading
Taking your gas reading
After pressing wait two seconds.
You will see the letters IMP KWH.
Wait two seconds.
IMP KWH
00000 15.6
kWh
After two seconds you will see your meter reading.
In this example 15.6 kWh have been recorded as a meter reading.
volume After pressing wait two seconds.
You will see the word VOLUME.
Wait two seconds.
02554.0 After two seconds you will see a M3symbol followed by a number.
This number is your gas reading.
m3
ON HAN
E1
ON HAN
E1
ON HAN
ON HAN
Your smart electricity and gas meters both have 10 digit key pads.
See page 28 to locate your keypad.

Powering communities
www.citizenenergyuk.co.uk