What are the Smart Guaranteed Standards of Performance(GSOPs)?

On the 30th January Ofgem released its decision on the statutory consultation on smart meter guaranteed standards of performance (GSOP), with 3 new standards due to come into effect on the 23rd of February.

What are the Smart GSOPs?

The Smart GSOPs apply to domestic consumers and Micro Business customers with a SMETS1 or SMETS2 smart meter.

They set out the minimum level of service customers should expect from their energy supplier across various touchpoint of the Smart Meter Journey.

Where these standards are not met, customers will be entitled to automatic compensation of £40, payable within 10 working days.

The new Smart GSOPs explained

GSOP 1: First-time smart meter installations

Suppliers must offer Micro Business customers an appointment for a first-time smart meter installation i.e. where a smart meter is not already present on site, within 60 working days (12 weeks).

If an appointment needs to be rearranged by the supplier, a new appointment must again be offered within the same 60-working-day timeframe.

Customers can choose an appointment outside of this window if they wish; however, in doing so they would not be eligible for GSOP compensation, provided the supplier was able to initially offer an appointment within the required timeframe.

GSOP 2: Failed smart meter installations

If a smart meter installation fails because of an issue that falls within the energy supplier’s responsibility, the consumer will be entitled to compensation. 

This standard is designed to protect customers when a smart meter installation does not go as planned. Ofgem has confirmed that GSOP 2 applies not only to first-time smart meter installations, but also to situations where an existing smart meter is being replaced.

Where an installation cannot be completed due to factors outside the supplier’s control, such as site access issues or customer-requested changes, GSOP compensation would not apply. However, suppliers are still expected to clearly explain what happened and arrange the next steps as efficiently as possible.

GSOP 3: Investigating smart meter operational issues

Under this standard, suppliers must investigate reported smart meter faults and provide customers with written confirmation of the investigation outcome within five working days.

The focus of this GSOP is clear timely communication in a proactive manner, rather than requiring the issue to be fully resolved within that timeframe.

How we have prepared

At Crown Gas & Power, we have been proactively working to align our processes with the new requirements and ensure our teams are aware of these new requirements.

To gain insight into the regulatory landscape for the year ahead, read our Regulations & Compliance team’s 2026 outlook.