RTS meters: What to say to your supplier

The signal that controls radio teleswitch (RTS) meters turns off on 30 June 2025. If you have an RTS electricity meter, you must contact your energy supplier and ask them to replace your meter.

We’re aware that some people are having issues when speaking to their energy supplier about the RTS shutdown. To help, we’ve put together this quick guide with advice on what to say during the call.

For more information about the RTS shutdown, take a look at our RTS shutdown page.

What number should I call to arrange my meter replacement appointment?

You should call your supplier’s customer service department. You’ll find the number on an energy bill or letter, as well as your supplier’s website. If you’re unsure who your supplier is, you can check by calling 0330 1010 300.

Once you’re through to customer service department, ask to speak to the team that specialises in RTS meters.

What should I say to my supplier?

You can tell them:

“I have a Radio Teleswitch meter that needs to be replaced. I’m calling to book my appointment for a new meter.”

Different suppliers may have different ways of handling your request. The supplier may transfer you to a specialist team to book the appointment or arrange a call back.

What if my supplier tells me there are no appointments available in my area?

Remind your supplier that you are calling about an RTS meter. Tell them that your metering appointment should be a priority.

There may be some situations where electricity suppliers won’t be able to offer appointments for a meter upgrade just yet. In this case see our What if I didn’t get my meter appointment booked? section below.

What if my supplier says my area is not “smart ready”?

In most cases, a smart meter will be the best replacement for an RTS meter. However, your supplier may tell you your area isn’t ready for smart meters yet. If so, remind them you are calling about an RTS meter and that your meter needs to be replaced by 30th June 2025.

Ask your supplier what other options are available for your area. They may offer you an alternative meter that will work after the switch off date. Some technical solutions are not ready yet and are still being worked out.

If you’re not offered a solution, see our What if I didn’t get my meter appointment booked? section below.

What if my supplier says I can’t have a smart meter yet because I’m in a “Load Managed Area”?

Load Managed Areas (LMAs) are areas of the country where the electricity network manages peak demand very closely. This is typically done by RTS meters and electric storage heaters. LMAs are mostly in northern Scotland (including islands), and on the east and west coasts.

In some cases, suppliers are still working on technical solutions for these customers. If you’re not offered an appointment, see our What if I didn’t get my meter appointment booked? section below.

How do I choose the best energy tariff for me?

When your RTS meter is replaced, you’ll need to choose a new tariff. Your supplier should discuss your options with you on the call.

An energy tariff sets out how much you pay for a unit of energy. It can also include standing charges, contract length, and exit fees.

To choose a new tariff which best suits your needs, let your supplier know:

• What type of heating you have (e.g. storage heaters or a heat pump)
• The times of day when you usually need heating
• If your circumstances have recently changed (e.g. you’ve replaced your heating system or there’s a different number of people in your household)

Your supplier can’t tell you which tariff to choose, but their guidance can help you decide. You can also contact your supplier a few months after your meter switch to check your tariff is meeting your needs. You can normally change to an alternative tariff with just a quick phone call.

What if I didn’t get my meter appointment booked?

If your supplier wasn’t able to offer you an appointment, they must get back in touch with you once they’re ready to upgrade your meter. You must be offered a replacement meter in time for the switch off from the end of June 2025.

We recommend asking your supplier to set a date by which they’ll call you to offer a meter appointment. If they don’t fulfil this commitment, you can raise formal complaint with them. Make a note of your complaint reference number as you may need it later.

Once you’ve raised a complaint, your supplier has eight weeks to address it. If you still don’t have an appointment by the end of the eight weeks, you can escalate your complaint to the Energy Ombudsman online or by calling 0330 440 1624.