Where are my gas and electricity meters?
Gas meters are generally contained in a meter box or meter cabinet located outside the premises at the front or front side of the building. If you can't locate the meter, please contact your letting agent or landlord. If your property doesn't have gas central heating, or a gas cooker, it may be that your property doesn't have a gas supply. If that's the case, let us know and we can amend your account.
Common places for your electricity meter to be be located are in your basement, utility room, porch or garage.
If you live in an apartment building, the meters for your building may be grouped together in a meter room. Each meter should be labelled according to the unit it serves. Please make sure you read the correct meter.
If you are still struggling to locate your meter, your landlord or letting agent should be able to help you.
How do I read my gas and electricity meters?
To find out how to read your gas and electricity meters, check out our guide here
The easiest way to submit your readings is on your portal here under the "My readings" section. Read left to right not including any red units or those after the decimal place.
If you’re struggling to read your meter simply send in a photo to email@example.com – we can let you know what the reading would be so you’re well equipped next time!
Do I have to provide meter readings? If so, how often?
You need to provide gas and electricity meter readings when you first move into your home, when you move out of your home and every 3 months in between.
If you don't provide accurate meter readings your bill will be based on estimated readings. We'll send regular reminders when your meter readings are overdue.
The easiest way to submit a meter reading is by logging into your Online Account and clicking on 'My usage'.
If you need help reading your meter, please see "How do I read my gas and electricity meters?".
I think my meter is faulty, what should I do?
Your meter may be faulty if:
- The dial is not turning, when you are using gas or electricity
- The dial is turning backwards
- You are presented with error messages
If any of the above apply, please get in touch with us so we can advise on the next steps. We may require a photo of your meter.
If you have a prepayment meter, you should try removing your key, cleaning the contacts with a soft dry cloth and reinserting it into the meter. Allow a few moments for the key to register.
If your meter is still not working, let us know as soon as possible.
I have a smart meter, do I still need to provide meter readings?
We can communicate with the vast majority of smart meters but to be on the safe side, we would still recommend that you do provide meter readings regularly through your online portal so we can ensure your account is up to date.
What is a smart meter and how can I get one?
Please give us a call on 0333 666 5555 or firstname.lastname@example.org to request a smart meter. We cannot guarantee that we will be able to provide your property with one but we will investigate every request and try to install as many as possible!