The complete

user guide
for In-Home Display (IHD)
& Smart Meters

www.flowenergy.uk.com
 Contents

Introduction 03
Your IHD 04
Your Smart Meters 06
Account information 07

Settings 08
Target 09
Usage tracker 11
Your history 12
Your tariff information 13
Message 14
Functions of your Smart Meters 15
Electricity Meter keypad 16
Gas Meter keypad 17

Moving home 18
FAQs 19
Get in touch 20
 03

Introduction
The reason that you’ve received
this In-Home Display (IHD)
and Smart Meters user guide
is because you’ve either been
transferred to our prepayment
energy plan or a Smart Meter
has recently been installed at
your property. The following
pages provide a guide to both
your IHD and Smart Meters.

www.flowenergy.uk.com
04

Your IHD
This IHD comes with a touchscreen function
that allows you to navigate around and monitor
your energy usage and credit (if you’re a
prepayment customer).

IHD
 05

Let’s have a quick look at your IHD

If you’re seeing a dimmed screen just tap the screen to
wake up your device and you should be able to see the
Main Menu below.

Please note: In the event of a power loss, batteries

(2 x AAA) are the secondary power source for your IHD,
therefore, it might be handy to keep them nearby. If
you’re seeing a black screen, press the ON/OFF button
on the top left-hand side of the device to wake it up.

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06

Your Smart Meters

What they look like... Gas
Meter

Electricity Smart Meters might look similar to the ones

Meter you’ve had before but actually they’re a bit
different. They’re smarter, they can talk to
us and let us know how much energy you’re
using, and you‘ll be able to get information
like your tariff and your past and current
energy consumption.

Your Smart Meters are connected to a direct

power source, this means they will never run
out of power. If you are seeing a blank screen
don’t worry they’re just sleeping, you can
press any button to wake them up.
 07

Account information
To view your Account information, please select
either Electricity, Dual or Gas from the main menu.

This shows the overall

status of your account and
the estimated amount that
you will be billed so far.

You can also tell what mode you are currently in from the Account info
screen. It’s listed in the bottom left and right hand corners of the screen:
P = prepayment mode (for prepayment customers);
E = emergency credit mode (for prepayment customers);
F = friendly credit mode (for prepayment customers);
C = credit mode (for non-prepayment customers)

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08

Settings
There are many things that you can do under settings
like adjusting the sound, and setting up alerts and
targets (if you have a prepayment meter).

Under Info you can view the meter
Serial Number, IHD serial numbers,
electricity MPAN and gas MPRN
supply point numbers.
Target
Use the Backlight button to
select whether you want the
display lit up all the time or if you
prefer it to switch off after one
minute. The light will come back
on if you tap the screen or press
the ON/OFF button on the top
left-hand side of your IHD, if it is
only powered by batteries.

Network for
installers/engineers
use only.

The Contrast can be

pressed to lighten or
darken the screen.

Erase - for installers/

engineers use only.
The LEDs
can only be
switched
Credit Alert press here to
on/off.
The Sound set a low credit alert (for
can only be prepayment customers only).
switched
on/off.
 09

Target
You could set your own daily, weekly or even
monthly usage using monetary value, kWh value
or by an ‘eco target’ value, which is a fantastic
tool for budgeting.

01
To set your own
target, select
Settings from
the main menu.

02 Then select
Target.

Continues overleaf >

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10

Target continued...

03
Select how you
want to set your
target by pressing
the £ button to
scroll between £,
kWh and CO2kg.

04 Enter the amount

you would like to
set as your target
then press OK.

05 You should
then see a
confirmation
screen, press
Confirm if you
are happy with
the target,
or Edit to
change it.
 11

Usage tracker
01
Viewing your gas or
electricity consumption
is easy, just click either
Electricity, Dual or Gas
from the main menu.

02
Press A/C to see your
live usage.

03
The graph presents
real-time data and
will increase/decrease
depending on your
usage. To switch
between fuel press the
box below Usage Now.
You can also view your
energy consumption in
kWh, £ or CO2kg – just
tap the unit to switch.

The LED status light of the IHD will Green = low rate of usage
also advise you on how you’re doing Orange = medium rate of usage
against your set target: Red = high rate of usage

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12

Your history
You can view your gas and electricity usage for the last
12 months, by Hour, Day, Week or Month.
To see that just press on History from the main menu. To switch
between fuel just press Electricity/Gas. To scroll between Hour, Day,
Week or Month click on the button at the top right hand corner.

Day Hour

Week
Weekly Month
 13

Your tariff information

01 Finding out your tariff information couldn’t be

simpler, just press Tariff from the main menu.

02
To switch between gas and electricity, press
the Electricity button. This will switch the
display between gas and electricity.

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14

Message
The Message function works a bit like an email account
– just press the envelope symbol to see your messages
(unread messages will be in bold).

Press the View button to open them. Important alerts, like price
changes, will pop up and appear on the screen until you select OK.

What your
message
might
look like
 15

Functions of your
Smart Meters
Your Smart Meters allow you to access the same data
as your IHD. Therefore, you will be able to retrieve all
of your data if there’s anything wrong with your IHD.
Information is displayed on the gas or electricity meter screen.
Each number brings up different information:

Electricity Meter Gas Meter

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16

Electricity Meter keypad

Press 1 for daily energy cost Press 7 for emergency credit/debt

x1 – Cost of energy used so far today
x2 – Cost of energy used yesterday
Press 2 weekly energy cost
x1 – Cost of energy used so far
this week
x2 – Cost of energy used last week
(for prepayment customers only)
x1 – Emergency credit status
x2 – Amount to repay
Press 8 friendly credit status
(for prepayment customers only)
x1 – Friendly credit status

Press 3 for monthly cost Press 9 for import/export data

x1 – Cost of energy used so x1 – Import kWh
far this month (meter read)
x2 – Cost of energy used x2 – Export kWh
last month x3 – Import KVARH
x4 – Export KVARH
Press 4 for monthly kWh
x1 – kWh usage last month
x2 – kWh usage 2 months ago Please note: x1, x2…. means the
x3 – kWh usage 3 months ago number of times you have to press.
…… – Continue pressing up to
12 months

Press 5 for CO2kg data

x1 – CO2kg current rate
x2 – CO2kg rate per hour
x3 – CO2kg today
x4 – CO2kg yesterday
x5 – CO2kg last week
x6 – CO2kg last month

Press 6 for tariff data

x1 – Tariff
x2 – Standing charge
x3 – Tariff rate 1
x4 – Tariff rate 2
 17

Gas Meter keypad

Press 1 for daily energy Cost Press 7 for emergency credit/debt

x1 – Cost of energy used so far today
x2 – Cost of energy used yesterday
Press 2 for weekly energy cost
x1 – Cost of energy used so far
this week
x2 – Cost of energy used last week
(for prepayment customers only)
x1 – Emergency credit status
x2 – Amount to repay
Press 8 friendly credit status
(for prepayment customers only)
x1 – Friendly credit status

Press 3 for monthly cost Press 9 for import/export data

x1 – Cost of energy used so x1 – Gas volume
far this month x2 – Import kWh
x2 – Cost of energy used
last month
Please note: x1, x2…. means the
Press 4 for monthly kWh number of times you have to press.
x1 – kWh usage last month
x2 – kWh usage 2 months ago
x3 – kWh usage 3 months ago
….. – Continue pressing
up to 12 months

Press 5 for CO2kg data

x1 – CO2kg current rate
x2 – CO2kg rate per hour
x3 – CO2kg today
x4 – CO2kg yesterday
x5 – CO2kg last week
x6 – CO2kg last month

Press 6 for tariff data

x1 – Tariff
x2 – Standing charge
x3 – Tariff rate 1
x4 – Tariff rate 2

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18

Moving home
If you’re planning to move house, please
do give us a call on 0800 092 0202 and
let us know the details of your move.

We’ll use the details provided to manage

your move and to arrange for any credit

A
to be refunded.

Please note: Leave this booklet and IHD

behind for the next tenant or owner to use.
Your IHD will only work with the meter at
your current property.

B

FAQs
All you need to know...
Q1.
What are Smart Meters?
A: Smart Meters are gas and
electricity meters that can make
your life easier. They’ll do all the
hard work by sending us your
meter readings automatically
(with your consent), so you don’t
have to. They also come with a
Smart Energy Monitor (your IHD)
that show you how much energy
you’re using in £, kWh and kg
of CO2.
Q2.
How do Smart Meters
help you?
A: You will have a complete
understanding of how much
energy you’re using and most
importantly your bills will be
accurate every time, which
means no more estimated bills.
19
Q3.
What is an In-Home
Display (IHD)?
A: The IHD you have in your home
is a smart device that allows you
to monitor your energy usage and
to compare it month by month.
You can check your previous
usage anytime of the day as you
wish and we can even send you
messages to update you on your
tariff and account information.
Q4.
Is my data secure
with Smart Meters?
A: Yes. Flow takes responsibility
for storing the meter readings
collected by Smart Meters very
seriously. And we will only do
that with your full consent.
Q5.
Can I get the meter
readings from the IHD?
A: Unfortunately, you can’t as
Smart Meters are designed to
make your life easier by sending
us your readings automatically
(with your consent). However, you
can get your readings using the
keypad on the Smart Meters, for
that please refer to page 15.
www.flowenergy.uk.com
Get in touch
If you do have further questions on your IHD
or Smart Meters please do give us a call on
0800 092 0202.

We’re here from Monday – Friday 8:30am – 5:00pm

Alternatively,

Email us: help@flowenergy.uk.com

Write to us: Flow Energy, North Kiln, Felaw Maltings,
46 Felaw Street, Ipswich, Suffolk, IP2 8PN

More information can be found on our website

www.flowenergy.uk.com

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