Opening Meter Reads
Opening meter reads are probably the most important ones you can give us, they let us open your account with all the right details, so you pay the right amount from day one.
We need these between 5 days before and 2 days after your supply start date, but don’t worry we will send you an email reminder when its time. If you don’t provide us with your opening meter readings when we ask for them we will have to use estimates from industry and your previous supplier.
We wish it was as simple as that, you provide us with an opening meter read and hey presto! You have got a seamless switch. Unfortunately, rules within the industry make this process a tad more complicated.
When you provide us with opening meter read(s), the first thing that must happen is they are passed on for industry validation. This is a standard process every supplier follows.
The opening meter reads you provide are checked against the information that the energy industry holds for your meters to make sure the reads are (roughly) in line with what they’d expect. Only once this has been completed are the reads sent on to your previous supplier.
The whole process usually takes around 2-4 weeks from the point at which you send us your meter reads to your previous supplier receiving them. Gas and Electricity opening read are validated individually and by separate industry regulated companies, therefor it’s not uncommon for your previous supplier to receive them at slightly different times.
If the reads you have given are outside what is expected, it will fail validation and they won’t be used. That’s not to say it isn’t correct, the usual reason for this is that your previous supplier may not have had a recent read from you. If you would like to use your read rather than an estimate, it is possible in certain circumstances to dispute the estimate read used for you.
If your reads have failed validation we have to use the estimate the industry has provided. As much of a nuisance as it is, please don’t worry if we use a slightly different figure as your opening meter read, its to ensure you never pay twice for the same energy!
If you wish to dispute the estimated readings used, we will need a photo of your meter. To raise a dispute, we need to have at least 2 readings a week apart. (Your opening meter read and this one). We will also use the photo to check your gas meter is correctly identified as metric or imperial (m3 or ft3), if there should be a decimal point in your readings and with electricity there could also be multiple readings so we need a photo of each.
The timescales for a dispute resolution are 14 weeks for electricity and 8 weeks for gas but we will keep you updated during this process.
To help the process as much as possible and to ensure your readings are used from the outset, when you send us your opening meter read, provide the same reading to your previous supplier so they know what your closing read should be.