Some sites need a meter upgrade to support additional load, a change of meter type to access different tariffs, or a resolution where a meter is faulty, inaccessible or reading incorrectly.
Right party, first time
We identify who is responsible for each step.
Preparation
Information gathered before the appointment is requested.
Clear expectations
What can be arranged, and what you must do directly.
The main types of meter request
Most meter requests fall into a small number of categories. Identifying which one applies determines who you need to speak to and what evidence is required.
- Installing a meter where a supply has not previously been metered.
- Exchanging an old or faulty meter, including a smart meter upgrade.
- Moving a meter to a different position, which usually involves the network operator.
- Changing meter type or configuration to support a different tariff or increased load.
- Investigating suspected recording errors, inaccurate readings or a stopped meter.
Smart meters and automated readings
Smart meters record consumption at intervals and can send readings automatically, which reduces the reliance on estimates and makes consumption visible without manual reading. In some premises, however, signal limitations or location affect what is possible, and a traditional meter may remain in place.
Where a smart meter is fitted, it is worth understanding how the in-home display works, what data is being sent and how to read the meter manually if required.
What we can and cannot do
We can explain the process for your site, help you gather the details a supplier needs, and help you put a request or a complaint in writing. We do not install, exchange or repair meters, and we cannot override a network operator's decision about access or positioning.
Appointments, safety checks and physical works are carried out by the supplier or its appointed engineers, who hold the relevant accreditation.
Who we help with meter services
Meter support is useful whenever an account's readings or equipment do not match the site.
- New occupiers of premises where the meter position is unclear
- Businesses increasing load and needing a meter upgrade
- Accounts affected by a faulty or inaccessible meter
- Households with an older meter and questions about smart meters
- Landlords arranging meters between tenancies
- Sites where readings do not match expected consumption
Eligibility and what to expect
Meter installation, exchange and maintenance are carried out by your supplier or the relevant network operator. Eligibility for a smart meter, an upgrade or a repositioning depends on their assessment, site access and network conditions.