Correctly measuring your energy consumption is one of our most important tasks. In some rare cases, the meter provided may not function as required. If, when regularly taking meter readings, you get the impression that your meter is measuring your consumption incorrectly, you can contact us to request a meter check.
Meter Customer Service
Carrying out an investigatory check will incur a charge and this must be paid in advance. If the investigation reveals that the meter is not measuring correctly, the cost of the investigatory check will be promptly reimbursed.
Investigatory check procedure
You are unsure that the meter we provided is correctly measuring your consumption. Please fill out the form below and a member of our staff will deal with your request as soon as possible upon receiving your details. If required, a member of our team will contact you and clarify any issues in a one-to-one conversation.
We will send you a form to request an investigatory check along with the information on advance payment of the charge for the investigatory check.
Please sign the request and write down your telephone number to match the date for your meter replacement on the form. Next, please transfer the fee for the investigatory check to the bank account mentioned in the documentation.
The investigatory check will only be carried out when we have received the signed request and payment.
A staff member will visit you on the date agreed with you and will replace your meter with another. Our employee will note the meter number for the old and new meters and the state of the meter being removed and that being installed on an information card and will pass this to you.
The old meter will then be passed to a government-approved checking centre, which will carry out an investigatory check according to statutory regulations. The test centre will produce a check certificate detailing the check and its results and they will pass this to us.
If the meter passed the check, we will send you the check certificate. Meter readings will not be corrected.
If the meter has not passed the check, we will immediately reimburse you for the advance payment for the investigatory check and we will notify you that the meter did not pass the check. In this case, we will not give you the check certificate.
In addition, we will retroactively recalculate the meter readings on all relevant dates for the faulty meter until the most recent accurate reading, up to a maximum of three years previously. The relevant dates are our annual meter reading appointments and any point at which you changed your energy supplier.
If the test results are negative, all meters in the batch need to be replaced. We will contact all customers affected by this situation to propose an appointment for replacing the meter.
The basis for recalculating the meter readings for up to a maximum of the previous three years is:
Your energy consumption and any meter readings that we have from before the fault occurred, or
energy consumption as measured by the newly installed meter over a period of approx. 6 - 8 weeks. To do this, a personal meter check will be carried out at your home.
Redetermining meter readings
If one or several meter readings need to be taken for a period of time in the past due to an investigatory check that did not take place, this will be calculated using consumption and/or meter readings for the preceding and following time periods.