Problems with my meter

My meter display is blank. What do I do?

If your meter display is blank and pressing the button on the meter (if present) has no effect, you'll need to call us on 0345 055 0065 or e-mail us using so we can help.

My new meter details aren’t showing on my bill. What should I do now?

If your meter has been changed in the last three weeks it’s possible we haven’t updated your account yet. The next bill we send you should show the correct meter reading. If this isn’t the case, or you have any other concern, email us or call 0345 055 0065. We're here from Monday to Friday 9am to 5pm.

How do I know if I have a metric or an imperial gas meter?

You’ll be able to tell which type of meter you have by checking the number of digits that make up your meter reading:

  • Imperial meters have either four, six or eight digit readings, not counting any numbers in red or after the decimal point. These meters measure in either cubic feet or hundred cubic feet. These can also show as ‘CF’ or ‘HCF’ on the meter register.
  • Metric meters have five, six or eight digit readings, not including any numbers in red or after the decimal point – these meters measure in cubic metres, also shown as ‘m3’ on the meter register.

I can't open my meter box. What should I do?

You can open outside meter boxes with a specially designed key.

If you need a meter box key you can buy them from any local DIY store. 

The meter box is the responsibility of the property owner and you can buy some replacement parts or complete boxes from your local builders merchants.

If the box was broken by our engineer, then you'll need to contact us.

I have a smart meter. Why is my reading estimated?

We’re sorry about this. It may be because your smart meter hasn’t been able to talk to us and send us your readings. A weak signal or a blocked meter* could be the cause of this. It doesn’t mean your meter's broken, so we’ll try again next time and let you know if we’re having any more problems getting readings from your meter.

*Items around your meter may block the mobile signals required for a reading to be sent. Please clear the space around your meter and If you have something that can’t be moved, please call us on 0345 055 0065 to see if we can help. We're here from Monday to Friday 9am to 5pm.

If you don't already have a smart meter, you can find out more here.

I have just had my meter changed. Will my bill be correct?

We should update your account automatically, this should be within four weeks for most customers. Don't worry, we'll make sure the charges on your bill are correct.

My meter details are wrong on my bill.

If your meter has been changed since your last bill. It’s possible that we haven’t updated your account yet. Your next bill will show the correct meter details, if this is not the case, please contact us.

If you have not had a recent change, you’ll need to contact us. Please ensure you have your meter details when you get in touch.