Metering questions

If you've got a question about your meter or meter readings, take a look at our answers to frequently asked questions below.

Our customer service expert

Catherine talks you through how to submit your meter readings online.

How do I read my meters?

Meters with rotating counters (mechanical meters)

Write down the numbers shown on the display, reading from left to right. Don’t include the red numbers (unless there's a number 1 above the number), any numbers with a red border or numbers after the decimal point. If you give a reading with these numbers, then it may mean your bill is delayed or inaccurate.

How do I read my mechanical meter?

Meters with a digital display screen (digital meters)

To read this type of meter you need to press the button on the front of your meter, the colour of this button can vary depending on the type of meter you have.

Each time you press the button a different display will show, note down everything that's displayed. Meter readings will be displayed next to a letter or number to show which rate the reading is for. These are normally, R1 or R2, 1 or 2, L or N, Low or Normal, and are followed by KWH. On some meters the current active rate will have an 'A' next to it, or the 'A' will be flashing on the display.

Some meters with digital displays will change between the readings automatically every few seconds. If your meter does this, please take extra care when you take a reading.

How do I read my digital meter?

Meters with clock-style dials (dial meters)

Read the dials from left to right, starting with the dial with the highest number above it. This is usually 10,000 or 100,000. If the pointer is in between two numbers always use the lower number, except when the pointer is between nine and zero – in this case, use the number nine.

Each dial will turn in the opposite direction, so if your first dial turns clockwise, the second dial will turn anticlockwise. Be sure to remember this when recording your reading, as otherwise you may take an incorrect reading.

How do I read my dial meter?

Smart meters (digital display)

If you have an electricity single rate smart meter, the display will automatically show the reading.

If you have an electricity multi-rate smart meter, press and release the blue display button and this will show rate two. To find out if you have a multi rate meter please look at your latest bill. You'll be able to see if there are different charges for the day and night usage.

For gas smart meters, press and hold the red button A for 5-10 seconds, this will then display ‘Credit ON’. Press and release button A, and the meter will display the reading.

I think my meter is faulty, what should I do?

If you think your meter is faulty because your bill is higher than you expected, consider these points first:

  • If the meter readings we used were read by yourself or a meter reader, they are not estimated
  • If we’ve under-estimated your bills in the past, your bill will be higher as we’re charging you for energy used in previous months
  • If it’s winter, you may be using more energy during these months
  • If you’ve changed anything in your business, for example you’ve installed or introduced new appliances, equipment or machinery
  • If there’s been an increase in the number of people working in your business
  • If you’ve been renovating your premises, the tools and appliances used for the work may increase your energy use
  • If you have more than one reading on your meter they could be mixed up

Once you considered these points, you can take one of the following actions:

  • If your bill is estimated, please read your meter and let us have this reading.
  • If you manage your account online, you can log in and create your own bill. Choose the meter reading option from the left hand menu. Once you’ve entered your readings, you’ll have the option to create your bill.

You can get in touch with us for help with a faulty meter. Email us or call 0345 055 0065, we're here Monday to Friday between 8am and 6pm.

I've just had my meter changed; do I need to do anything?

No, you don’t need to do anything – we’ll update your account automatically. This may take up to three weeks, but don't worry – we'll back date any changes.

My new meter details aren't showing on my bill, what should I do?

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 Monday to Friday between 8am and 6pm.

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 may have to open your outside meter boxes with a special key. If you’ve just moved into your property, the previous occupier may have left a key for you. If you need a meter box key, please email us or call 0345 055 0065, we're here Monday to Friday between 8am and 6pm.

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 Monday to Friday between 8am and 6pm.

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