How do I dispute my opening or closing meter readings?

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 supplier to work out what the readings should be - based on the amount of energy the customer's used in the past.

What if I think you've used the wrong readings to open or close my account?

If you think this has happened, just give us a call as soon as possible - and we'll look into it for you.

What happens during a read dispute?

Here it is, step by step...

Starting a read dispute 

  1. We'll ask you for two readings from at least two weeks apart.
  2. From those two readings, we'll work out how much energy you normally use - and so what the meter readings we're looking into should be. For us to raise a dispute, the difference between the original reading and the new, estimated reading has to be more than:
    - 1200kWhs (39 units for imperial, 109 units for metric) for gas
    - 250kWhs for electricity
  3. Next, we'll be in touch to let you know whether we can(or can't) raise a dispute...

Raising a dispute

  1. We'll send the meter readings you gave us to your previous supplier to show them what we think the opening or closing readings should be. (We won't send you a statement for the energy we're disputing until everything's sorted, so your balance might not be 100% accurate while everything's going on.) 

  2. Once the other supplier gets our meter readings, they can either agree with them - or suggest different ones. If we don't agree with theirs, we'll give them a call to decide on your final readings over the phone. They'll then be changed on the central database that all suppliers use. 
  3. Finally, we'll update the meter readings on your account, create an up-to-date statement and drop you an email to let you know that everything's been put right.

Your previous supplier should also update your account and send you a new statement if it's needed.

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