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.

Sometimes when we get a member'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 member'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 5 days before to 5 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.

• If you pay monthly for your energy, you can log into your online account here to submit your meter readings online.
• If you pay as you go for your energy, chat to us online to send your readings. Just click the green chat icon at the bottom right of your screen. We’re here between 8am and 6pm Monday to Friday, and 9am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times.

How long can a meter read dispute take?

It can take up to 12 to 18 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.