Leeds WHITE ROSE ENERGY PAY AS YOU GO User manual

Smart Meter
Pay-As-You-Go
Guidance

Page 3Page 2
Contents:
1. Welcome to your smart meter Page 4
2. How to make your home more energy ecient 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 In Home Display Unit (IHD) Page 12
8. Getting started with your In Home Display unit (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. Taris Page 20
16. Settings Page 21
17. Manage your energy with target setting Page 22
18. Setting a cost target (£) Page 23
19. How do I know if I’m hitting my targets? Page 24
20. Payment and topping up Page 25
21. Manual top ups Page 26
22. How to manually top up if your IHD is missing or broken Page 28
23. Problems with your smart meter? Page 29

Welcome to smart metering, a new approach to
how electric and gas meters work.
What is smart metering?
Your new smart meter connects wirelessly to both
White Rose Energy customer services and your new
In Home Display unit (IHD). The IHD unit 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?
• 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 eciently.
• Nomoreestimatedbills!Yoursmartmeteris
connected wirelessly to White Rose 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unit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 unit.
• Excessiveimpactorshockmaydamagetheunit
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
White Rose Energy team and we’ll arrange for a
replacement unit to be sent to you.
How do I get my IHD unit working ?
Don’tworry!Ourmeterinstallerwilltyourmeter
and IHD unit at the same time. The installer will talk
to you about your new IHD unit and advise you of
the best place for the unit 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 022 3553 or by
emailing customerservice@whiteroseenergy.
co.uk. After this we will normally only take one
meter read each month.
Meter reads are taken so we can:
1. tailor the energy eciency advice and guidance
that we give to you.
2. ensure that your bills are as accurate as possible.
3. develop new taris 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).
4. can 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 these outcomes. Using the contact
detailsabove,justletusknowifyou’rehappyforusto
take half-hourly meter reads. Remember that you can
change your mind at any time and we can also provide
you with up to two years’worth of your consumption
data. This information is free of charge, but you’ll need
to tell us in advance if you would like to receive it. We’ll
then provide it as soon as we reasonably can.
1. Welcome to your smart meter 2. How to make your home more energy ecient
Being smart with how you use your energy can
help make a big dierence to your bills and the
environment. Here at White Rose Energy we can
oer advice to make your home more energy
ecient. By making a few small, simple changes
around your home you can reduce your energy
consumption and quickly start saving money. Start
by following the simple tips below:
Five simple energy eciency 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 o
standby mode.
3. Turn your lights o when you’re not using them.
Ifyouswitchalighto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 drying clothes indoors, try to open a window
in the room to avoid condensation. If you need
to use a tumble dryer, choose one with a good
energy label rating. This 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CO2by making
energyeciencyimprovements.Theseguresare
either calculated using models or are based upon
evidenceofeldtrialsofproducts.Theamountof
money that can be saved will dier from household
to household.
Source: The Energy Saving Trust
www.energysavingtrust.org.uk
Youmayalsobeentitledtonancialassistance
towards the cost of insulation and heating
improvements depending on your circumstances.
Tondoutwhathelpandsupportyoumaybe
entitled to, contact the Energy Saving Trust.
The Energy Saving Trust
Visit: www.energysavingtrust.org.uk
Tel: [phone]
Orvisit:www.whiteroseenergy.co.uk
for information, energy-saving tips and advice.
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, please call
the free Gas Emergency Services emergency line
immediately on 0800 111 999.
Also:
• Openalldoorsandwindowstoventilatethe
property.
• Donotturnon/oanyelectricalswitches.
• Extinguishallnakedames,donotsmoke,
strike matches or do anything which could
cause ignition.
• Ifthereareanyelectricalsecurityentryphones/
locks, 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uetoremovethe
waste gasses from the property.
Make sure air vents in doors, windows or walls are
notblockedandthattheuefromthere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xedventilationgrilles,air
bricksoroutsideues
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ames(except
fueleectresoruelessapplianceswhich
displaythiscolourame)
• 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
ttingscheckedforsafetyannuallybyaGasSafe
registered installer. At White Rose Energy, we may
be able to oer a gas safety check for you which
willbecarriedoutbyafullyqualiedengineer.This
service will be free for customers who own and
occupy their home, are in receipt of means tested
benets,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 022 3553.
If,duringagassafetycheck,theengineernds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
following risks:
• Yourgasappliancehasnotbeenproperly
installed
• The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
Symptoms may come and go, for example,
improving when you are away from home or the
faulty appliance is switched o. If you suer 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 White Rose 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ndalloftheseonourwebsiteat:
www.whiteroseenergy.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) - this is a list of customers who qualify for the
additional support. Customers who qualify for the
Priority Services Register can include:
• customersofpensionableage
• customerswithadisability
• customerswhohavelongtermhealthissues.
These are some of the free services that
we will provide to our Priority Services
Register customers:
• Agreeapasswordthatcanbeusedforyouto
identify any person working for us or for your gas
or electricity network company.
• Sendyourbillorstatementtoanypersonyou
nominate, if that person agrees to receive it for you.
• Ifno-oneatyourhomeisabletoreadthemeter,
arrange for a quarterly reading and inform you of
the reading.
• Ifyourmeterisdicult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.
• 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.
Just call us on 0800 022 3553 to arrange these
services.
For customers who are deaf or have hearing
diculties, White Rose Energy are able to oer 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 022 3553 and let us know what it is and
wewillmakesureanyonefromWhiteRoseEnergyvisitingyourhomecanconrmitwithyou.
For further information, please visit the Our Service To You area of our website or call
us on 0800 022 3553.
Helping you to feel safe
We take your safety seriously. The White Rose 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ndhelpandadviceonyourenergysupply.
Check their ID
Ourrepresentativesalwayscarryidenticationcards.Don’tworryaboutaskingtochecktheircardcarefully
– genuine representatives of White Rose Energy won’t mind at all.
Call us
If you’re unsure that someone who’s come to your home really is a White Rose Energy
representative, call us on 0800 022 3553 before you let them in. We’ll check their details.
Finding the information you need
Gotaquestion?Needadviceorhelpwithyourenergyaccount?Youcanndtheanswerstofrequently
asked questions on our website at www.whiteroseenergy.co.uk
Page 9Page 8

5. Further help and support
Wehopeintherstinstanceyou’llcometousif
you need any help.
If you’re having diculty paying your energy
bills, please let us know immediately – 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 022 3553.
Independent organisations that oer
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,nd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, for Wales call
03444 772 020 and for Citizens Advice Scotland
call 0808 800 9060.
StepChange
Free advice and help with overcoming debt
problems:
• Call,freephone:0800 138 1111
• Visit:www.stepchange.org
The Energy Saving Trust
Independent, free, expert advice to help you save
energy and reduce your bills.
Plus–energysavingtipsandalsohelpnding
energy grants;
• Call,England,nationalratecall–
0300 123 1234
• Call,Scotland,HomeEnergyScotland,free
– 0808 808 2282
• Visit:www.energysavingtrust.org.uk
6. Contact us
Getting in touch with us at White Rose Energy is easy.
Phone: [phone]
Postal address:
White Rose Energy
Customer Services Team
PO Box 10461
Nottingham NG1 9JS
Please include your details, including your account number, on all correspondence.
Email: [e-mail]
Website: www.whiteroseenergy.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ndyourlocalElectricityDistributionNetworkvisit
www.energynetworks.org
Page 11Page 10

Page 13Page 12
7. Introduction to your smart meter In Home Display unit (IHD)
What does my smart meter look like?
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 helpful IHD collects
data from your smart meter.
Your In Home Display unit (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tting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t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 unit 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 unit (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.
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 dierent depending on if you’re a single or dual fuel customer.
Below is the Home screen of an IHD unit in Dual-fuel, prepayment mode.
Below is the home screen of an IHD unit in Electricity only, Prepayment mode.
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.
Getting back to the main menu
You can always get back to the main menu by pressing menu on the top left of the screen.
Menu
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
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’s costing
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
Activate your emergency credit, 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 dierent 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/Mg 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/Mg
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
E = Emergency 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 White Rose 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 22 - 23 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