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Guide to meter reading disputes

This guide is intended to provide general guidance only. It is not intended to give you advice on your personal financial circumstances. You should seek independent professional advice if you’re unsure about anything mentioned in this guide or what choices to make.

Sometimes when we get a customer's opening or closing meter readings, they're a bit off what we (or they) were expecting. If this happens, we do a bit of detective work to find out what's gone on. This is what the industry calls a meter read dispute. It's when we talk to the previous energy supplier to work out what the readings should be - based on the amount of energy the customer's used in the past.

What can I do to avoid a meter reading dispute?

The best thing to do is to give us your meter readings when you first switch over to us (any time from five days before to five days after). This makes it easier for your old supplier and us to agree your opening and closing readings. It's also a good idea to give us your meter readings every month - then you'll know just what you're using and we can keep your statements spot on.

Log into My OVO to submit your meter readings online.

How long can a meter read dispute take?

It can take up to eight weeks for gas and 14 weeks for electricity (it might take a little longer if we don't have enough - or the right - information). 

We know this seems like quite a long time, so we'll always try and get it sorted for you as fast as we can.

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