Energy Assets Reviews 68

3 phase meter install, in a muddy field in darkest Cornwall.

Mike Smith is a decent human who, competently and swiftly installed a new meter in the middle of a field in far west cornwall. It was so muddy and wet that he also had to extract his van out of the slurry with the assistance of the contractor. Mike Smith deserves a promotion and pay rise in my not so humble opinion… if there were more Mike Smiths in the world then I doubt we’d be staring down the barrel of a recession, epic levels of public sector wastage and welfare dependency. Mike Smith for PM! Thanks for all the hard work today

Energy Assets have now failed to install my smart meter three times in over a year.

Today’s appointment was booked for 8am–12pm. I took time off work and waited over 3 hours. When the engineer arrived, I was polite, showed him the meter, explained the setup, and even offered to remove the door to give him better access.

Only then did he suddenly say he needed access to the upstairs flat — something that was never mentioned in any of the three appointments.

Despite this, I immediately contacted the landlord and tenants upstairs and got their permission within 5 minutes to turn off the electric. They later even offered to come in person — but the engineer refused to wait and said he “can’t wait all day”.

He then became rude and dismissive, accusing me of “trying to convince him to do his job” and walked away, rejecting the job completely.

Energy Assets then told me I must start again with another new appointment. After a year of delays and three failures caused by them, this is unacceptable.

I also felt the way I was treated was aggressive and intimidating. I cannot help but feel I was treated differently due to my appearance and background. In an identical situation previously, landlord permission was accepted and the work was done.

This has cost me time, money, and stress. I would strongly warn others before booking with this company.

After months of trying to book a replacement meter appointment, Aiden took on my case and helped me through the process. He has been amazing — from the moment he picked up my case to securing the appointment, it took just four days. Thank you so much, Aiden!

I have been trying to arrange a meter to be replaced for 7/8 months by Energy Assets who are our suppliers choice of meter provider. The meter not only tells us what we are using but also what we export to the grid from our solar panels. So with a faulty meter for over 12 months we not only have been paying the incorrect amount but also we have not been paid for exported electricity. When I raise this with Energy Assets through the website they call me to make an appointment and on multiple times in excess of 20 they call me to tell me they have no appointments. So far I have not been able to get an appointment for over 7/8 months. Meanwhile we pay the incorrect amount for the energy we use and don't get paid for what we export. If you unfortunately have Energy Assets providing metering services for you out of choice then I pity you. Avoid at all costs.

Despite not having shared my information or requested a smart meter, you continue contacting me, violating data protection regulations. Kindly cease this persistent approach.

THIS COMPANY ARE ABSOLUTELY USELESS!!!!!
IF YOU HAVE ANY CHOICE, USE SOMEBODY ELSE, THEY HAVE NO CUSTOMER SERVICE WHATSOEVER!

I switched to Fuse Energy at the beginning of September due to issues with my last supplier relying on estimated meter readings.

We live in a house as part of a new development in Surrey, and we are approaching our first anniversary here soon.

Fuse Energy are proving incapable of connecting the smet2 gas meter, and instead are relying on monthly manual readings from me. Apparently, the gas meter has never been commissioned and activated.

When I switched, Fuse Energy advised they were contacting Energy Assets Pipelines Limited (the meter installers they believe) for install codes. 2 months passed by, when I eventually managed to get the install code myself from British Gas, the energy supplier (& installer we were advised) when we moved in 1 year ago.

Nearly there I hoped. No. Fuse Energy wanted photos of the comms hub above the electric meter. Then they wanted me to complete a procedure to auto-join for the ‘Home Area Network”, known as the HAN stage. All part of the commissioning process apparently.

Now Fuse Energy advise they require activation codes, and they were chasing these from, guess who, Energy Assets Pipelines Limited. This was last week. I explained the history of the issue since switching to Fuse Energy (because you can only ever communicate with Fuse Energy via messaging on their app., and every time you message them, you get a different person dealing with it - I have spoken to 14 people so far!) but they fobbed me off insisting the codes will come from Energy Assets.

So, I’m in month three of my contract with Fuse Energy, still without a connected gas meter, and counting down until the end of my contract when I can switch to a supplier who knows what they are doing.

Update 6th Feb 2026: I have been prompted by Energy Assets to revisit or update my above review.
My energy supplier Fuse Energy were forced to replace my meters as they could not activate the smart gas meter to put it online.
Nobody would take responsibility for installation of the original meters - Energy Assets ( Fuse believed were responsible here); British Gas; nor could the developer Nicholas King could help.
A poor state of affairs for the industry I think you will agree.

Cold called my employee, stating that they had spoken to me, the owner, and they needed to replace my smart meter on behalf of my energy supplier.

On calling my energy supplier, they confirmed this was a scam and an illegal practice that has now been reported.

Had a booking over a month ago to change my Electric Meter. The engineer was supposed to pitch up at 8am. He never arrived so phoned Energy Assets. A woman answered and said she would find out where the engineer was and would phone me back. After waiting 30 minutes and no phone call I phoned back. Spoke to a man who put me on hold so he could ask his colleague about the engineer. He then advised me that the appointment was cancelled the week before and I should have received an email to confirm this. I never received any information about a cancellation. The customer service from this company is atrocious. Do not use!

A gas meter exchange took place on the 17th Of July 2025. On the 25th September we were unsuccessful in starting our boiler. Upon checking the meter box we found supply pipe missing from the meter that connects us to our gas. I notified the planning team via email substantiating this with a photo. I had a response on the 9th October from the technical departing stating that Cadent needed to be contacted which they did on my behalf. On the 10th October our own Gas Engineer attended and replaced the missing part but once switching the gas supply on there was a substantial leakage of gas. Upon further investigation it appears that a hole had been drilled through the back of the gas box into the internal pipe inside the building whilst the aluminium bracket that the replacement meter sits in was being installed. Our engineer halted his work on that day in order for us to remove shop fittings and stock to gain access to the pipe therefore enabling a satisfactory repair to the inside pipe which thankfully is now complete.

A random guy from this company turned up at our door saying that they wanted to look at our energy meters and that they owned them. Had no proof that the landlord had sent them or ownership. Did not let them into the house. Worrying reading the other reviews on this!

Looks like this company is trying to scam me. Started to receive phone calls and emails from them stating they have been authorised by my electricity supplier, to come in and replace my smart meter. I contacted my legitimate supplier to double check that this was in fact the case. And they told me under no circumstance was I to allow access to my shop and not to disclose any information to them. They have not approached Energy Assets in anyway. Watch out folks a lot of dodgy goings on in this world.

Poor, Poor, and wasteful - We booked Energy Assets to install a metre on the afternoon of Tuesday 8th July, because UK Power were pulling the 3 phase cable through on the morning of 8th July.
They came back showing a morning booking, so I rang the number on the text message and explained the above schedule and request for an afternoon slot.

Having explained everything, the operator said they would have to raise an escalation form because it needed to go through to the planning or installation team, and that they would call me.
At the same time I emailed a named person and their planning team.

Needless to say I didn't get a call or reply to my email, so 48 hours later I called again.
Wasted time explaining the above, only to be told that they would send an escalation email.
I too emailed again.

The following day, the Friday before the installation on Tuesday 8th, I called And email again.
No update just that they would an escalation email to the planning team, and that someone would call me.

In the midst of this I opted in for their automated feedback, which as you can imagine was POOR, but I also explained that if they'd put a direct number for the planning team on the original text message, then I would have made one call, and not had to explain the situation on 3 or 4 separate occasions to a call handler.
More importantly, the issue may have been resolved in one call, which would have been more efficient for them and better for me as the customer.

I did receive a call on Monday 7th July from a lady confirming that the appointment was booked for the following MORNING - I wasn't rude, but needless to say I shared my displeasure and explained how poor her company had been.
She said she would send an escalation email and hoped they would be able to swap to an afternoon slot.

As things turned out the engineer did come along in the afternoon (Tuesday 8th July) and installed the metre.

Final comment, I did get an email back on Wednesday 9th of July confirming that the appointment had been swapped to Tuesday 8th of July p.m. (I knew that as I'd watch the metre being installed).

Feedback – Take a look at your systems because you could become more efficient and save costs, but more importantly it would improve customer service.

cold calling idiots avoid and run for the hills !

Great Service wish all the GB subbies were this good.

Hi the guy came on time and was polite and explained what he was going to do and how it was best for me,he checked all before starting his job to make sure everything was safe and was very efficient in the installation excellent job well done

Not a very good organisation. I scheduled a meter installation (for British Gas) and was very clear that it needed to be at 3:30pm. I run a restaurant so hours power and gas can be down are limited. All confirmed by the agent and said it was fine. Text messages and emails then said 12-5pm window for the visit. I received a call to confirm the day before the visit. I was busy and said to the lady I had to leave in 3 minutes to collect my daughter from school. Could she kindly call me back in 30 minutes. On and and on she spoke, not listening. I tried once more to say I had to go and on she went talking again. Bye. Had to hang up. Now I have no idea if they are coming today or not as she didn’t bother to call me back. Oh well. If they arrive at any time other than 3:30 it will be goodbye.

Poor. Train your people in active listening and customer service. Train them not to confirm something they cannot or will not do. Professionalism - look it up. The basics.

Update following your reply: I tried to calm and the phone just rang and rang. Fortunately the engineer called and seems far more professional.

Good comms from HQ and the engineer. Quick and efficient work, no issues at all with my meter change.

They make appointments and the engineer does not turn up. Has happened twice with me and they keep on reminding me about the appointments. The engineer does not turn up and no phone calls to warn that the engineer is not going to turn up. What a waste of time.

I have never given you my details, I have not signed up for a smart meter. You are in breach of data protection. Please stop harassing me.