Dispute a meter reading
If you would like to dispute the estimated reading used to open your account, we will need a photo of your meter.
To raise a dispute, we need to have at least 2 readings a week apart. We will also use the photo to check your gas meter is correctly identified as metric or imperial (m3 or ft3) and whether there should be a decimal point in your readings. If you would like to dispute an electricity reading and have a night and day rate, we will 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.
Why has this happened?
When you provide us with a 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 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. Gas and Electricity reads are validated individually and by separate industry regulated companies.
If a read you have given is outside what is expected, it will fail validation and won’t be used. That’s not to say it isn't correct - they may have been input incorrectly, your read is out of tolerance or not provided in time. If your read has failed validation, we have to use the estimate the industry has provided to open your account.