Get help with your meter.
The big question: How do I read my meter?
From dial meters to mechanical meters, we've got you covered with a step-by-step guide on how to read your electricity and gas meters. You can then enter your meter readings online.
How to read a dial meter.
These meters look a little like clocks. On electricity meters, ignore any numbers from red dials, dials with no pointer, dials with no numbers or dials marked 1/10. On gas meters, ignore any numbers from the large dial, the dial marked 100 or any red dials.
Read the dials from left to right. As you read from left to right, the dials will turn in opposite directions. If the first one turns clockwise, the next will turn anti-clockwise and so on. You’ll need to check which way each dial turns before you read it.
If a pointer is between two numbers, write down the lower number. For example, if the pointer is between 9 and 0, write down 9, not 0.
If a pointer is directly on a number, you’ll need to look at the next dial before you write anything down.
If the next dial is between 0 and 1, write down the number that the previous pointer was on.
If the next dial is between 9 and 0, write down the number before the one the previous pointer was on.
How to read a mechanical meter.
You'll be able to tell you have a mechanical meters as they have rotating counters.
Write down the numbers shown on the display. Ignore any red numbers or any numbers with red borders.
If there’s a decimal point, ignore anything after it.
Make sure you write down the numbers shown on the display for each rate, such as Day or Night, Low or Normal, Rate 1 or Rate 2, A1 or A2, R1 or R2.
Here are the most asked metering questions.
Why are you asking me for a meter reading every month?
So you know where you are with your energy, we prefer to create your bills based on actual meter readings. And to make it easier, we’ll email you every month to remind you. Don’t worry if you can’t send us a reading now and again - If you pay a fixed amount by Direct Debit every month, if we haven’t received a meter reading in three months we’ll send you an estimated bill. And if you usually pay when you get your bill, we’ll send you and estimated one every month if we haven’t received a meter reading from you.
Why aren't you getting readings from my smart meter?
How do I give a meter reading?
When can I get a smart meter?
What can I do if my smart IHD isn't working?
What does a meter reading tell you?
What are the economy 7 hours?
Need a bit more help with your meter?
Check out the various metering guides we have to help you with your query, including how to read your smart meter and getting the most from your smart In-Home Display.
What you can do online.
Still need to get in touch with us?
We've got a number of ways you can get in touch with us through our community forum, social media pages or by phone and email.
Contact us by social media.
You can contact us by email, Facebook or Twitter to get a response within hours, we're here to help you 8am - 10pm, 7 days a week. We’ve got all hands on deck and fingers on keyboards to answer questions or concerns as quickly as possible. We promise to reply as soon as we can.
Contact us by email.
Drop us an email and we'll get back to you as soon as we can.
Contact us by phone.
If you prefer giving us a ring, know that our lines are open 9am - 5pm Monday to Thursday, 9am - 4pm Friday.
Speech or hearing impaired customers can put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.
We're always still here for you after 5pm or over the weekend if you have an emergency with your prepayment or credit meter. You can either call 0808 501 5088, or you can email us or get in touch on our Social Media channels.