Help and Information

For instructions on how to read your smart electricity and gas meter(s), visit our handy walkthrough guide here

Smart Meters

We’ll receive meter readings from your smart meter automatically in line with the meter read frequency you have selected. There may be occasions when we need to provide a manual meter reading, for example:

How do I submit my meter readings?

If you have a smart meter that is communicating properly, we’ll receive meter readings from your smart meter automatically in line with the meter read frequency you have selected.

If you have a traditional meter or we have issues obtaining a reading from your smart meter automatically, there are three ways you can submit a meter reading:
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What happens if I don’t provide meter readings?

We recommend providing meter readings so that your bills are based on energy you’ve used rather than relying on an estimate.

If we have to provide estimated bills, you may build up a credit (meaning you’re paying too much) or debt on your account (meaning you’re not paying enough).

An adjusted bill is provided when the bills we’ve sent you previously have been based on estimated meter readings and we’ve now received your actual meter readings. We use the actual reads you or one of our meter readers has collected to recalculate your charges and give you an adjusted bill to reflect the energy you’ve used. We can issue an adjusted bill up to 12 months after we have issued the original estimated bill. This is in line with your terms and conditions (Section 8.8).

Do I need to submit meter readings as a prepayment customer?

There’s no need to provide regular meter readings if you have prepayment meter. Your meter readings are sent to us automatically each time you top up with your key or card.

There may be occasions when we need to provide a manual meter reading, for example:

Last updated: 13 November 2023