Who is responsible if a meter is faulty, needs replacing, moving? Why they take so much time and why you’re bounced around so much? Who do you call, or email who do you talk to and why?
If you are:
- are building a new property or business premises;
- have moved to a new property and the gas doesn’t work; or
- want to move your energy meter.
You may want to get a property connected to a new gas supply, or want to alter the connection to the mains.
To do this you can contact your local distribution network operator (DNO). DNOs are the companies that own and operate the infrastructure that delivers gas to your property. You can find out who your DNO is, and how to contact them, by entering your postcode on the Energy Networks Association’s postcode search tool.
If you don’t already know who your supplier is you can find them by clicking this link, or alternatively calling 0870 608 1524. This number will cost you 7p per minute to call.
If you do not already know your Meter Point Reference Number (MPRN) is the unique identifier for your gas supply point. If you do not have a gas meter yet or don’t know what your MPRN is you can find it by following this link. Or alternatively calling 0870 608 1524. This number will cost you 7p per minute to call.
Moving your Gas Meter
It is illegal to try to move your gas meter yourself. If you’re moving your gas meter, you will have to call your energy provider to do it for you. Check if your energy supplier can move your meter
Contact your supplier and tell them you want to have your meter moved. They’ll tell you if they can do the work. This depends on:
- where your meter is now
- how far you want to move it
- the type of connector if it’s a gas meter
- why you want to move it
Accepted reasons for moving your meter are usually something like:
- finding it difficult to read or access your meter
- doing building work
- you are a priority customer.
- This means you are:
- a pensioner
- suffering from a long-term illness
- disabled
- on your supplier’s Priority Services Register)
| How far are you moving it? | Conditions | What you need | How much will it cost |
|---|---|---|---|
| 15cm or less | The meter is inside your property There’s enough room on the backboard The meter tails are long enough You don’t need any changes to your electricity supply | Your MPRN number – you’ll find this on your bill. | Usually, free |
| 90cm or less | You’re moving the meter 90cm or less It is inside your property | The full address of the property The property owner’s name and telephone number Your MPRN number – you’ll find this on your bill Details of how far you’re moving the meter | Not free |
| Less than 3 meters | It can take up to 10 days after you are visited by your energy provider for them to let you know whether they can do the work. You might also need to get some work done by your local distribution company. | A new backboard to be fitted. You will also need to get a qualified electrician to replace the meter tails with longer ones. | Not free |
| More than 3 meters | If you want to move your meter more than 3m, your local distribution company will need to move your mains supply. Your energy provider can then move the electricity meter itself. This also applies if you want to relocate the meter to a different wall, the other side of the same wall or a different room. | You’ll need your MPAN number The details of your property | Not free |
Your MPAN (Meter Point Administration Number) and your MPRN (Meter Point Reference Number) are unique numbers assigned to your electricity and gas supplies. Your MPAN and your MPRN should appear on your energy bill.
Only your current supplier can move your meter. This means if you want another supplier to do it you have to switch your supply to them first. This will change your prices for gas and electricity, so check that it’s worth it overall before you switch.
If your energy supplier can’t move your meter you must contact your local electricity distributor and gas transporter to do the work. You will still need a registered electrician or gas engineer to do other work – for example, preparatory digging, fitting a meter box or reconnecting your supply inside your home.
If your gas meter is faulty
If your gas meter is faulty then you should arrange to have it examined. The examiner will send you a certificate telling you if the meter is faulty or not. If it’s faulty, your supplier should replace it. They should also refund you any money they owe you as a result of the fault, for example extra money you paid on a bill. You might be able to claim compensation too – ask your supplier. If it’s not faulty, you could have to pay for the cost of the test. You should take a meter reading before this to avoid disputes over how much this should cost you.
If there is a fault with your meter then your energy supplier is responsible for fixing it. Meter faults are rare. If you’re a renting tenant and your landlord pays the energy bills, tell them you think the meter might be faulty. They will be responsible for contacting the energy supplier and sorting out the issue. But there could be a sign there is a problem with your meter if:
- you’re paying more than usual
- you get a bill you weren’t expecting
- your prepayment meter is showing an error message
If you have a prepayment meter and if the screen is blank or showing a message such as ‘error’, ‘call help’ or ‘battery’, there’s probably a fault with the meter. Tell your supplier straight away or you could be left with no energy.
They must send someone out to repair or replace the meter within:
- 3 hours on a working day (Monday to Friday except bank holidays)
- 4 hours on a non-working day
The supplier doesn’t have to send someone out if they can fix the problem remotely – but they have to do this within the same time. If you need to top up your meter while you’re waiting for your supplier, they are required to provide you with replacement tokens. If your supplier doesn’t take appropriate action within the time they should then they must pay you £30 compensation within 10 working days. If they don’t pay you within this time then they have to pay an extra £30 for the delay.
If you have a credit meter then you can carry out these checks to see if your meter is faulty:
switch off all the appliances in your home including any pilot lights
- check if the numbers on the meter’s display are still moving
- If the meter stops, turn on 1 appliance at a time and check the meter. If the meter starts to move very quickly, the appliance could be faulty.
- If the meter is still moving, it’s probably faulty. If it’s a gas meter, you might have a gas leak – report it immediately to the National Grid Gas Emergency line on 0800 111 999.
You should contact your supplier to investigate the problem with your meter. They can arrange for it to be tested. After it’s been tested they should send you a letter explaining:
- what they’ve done to investigate the problem
- what they’ll do to fix it
- how long it’ll take
If your supplier doesn’t do this within 5 working days they have to pay you £30 compensation. They must do this within 10 working days. If they don’t pay you on time they have to pay you an extra £30 for the delay. If your supplier finds that it’s not faulty, they might ask you to pay a fee.
Who is responsible for replacing or repairing a meter box?
The responsibility for replacing or repairing a meter box depends on various factors and circumstances. In general, the supplier is often responsible for the maintenance and upkeep of the meter box and associated equipment. If a meter box is faulty, damaged, or in need of repair, it’s important to contact your energy supplier to report the issue.
For instance, if you notice that your meter box is damaged, the supplier should be contacted promptly. They should take appropriate action within a reasonable timeframe. If your meter box is faulty, such as displaying errors or not functioning properly, the supplier should also address the issue.
In cases where you need to move your meter, such as during renovations or property reconfiguration, you should inform your supplier. They can guide you through the process and ensure that the meter is relocated correctly.
It’s worth noting that the responsibility for specific situations, such as gas leaks or emergencies, may differ. In the event of a gas emergency, it’s crucial to contact the national emergency helpline immediately at 0800 111 999.
Remember to document any communication with your supplier, including reference numbers and dates. This will help ensure that any necessary repairs, replacements, or actions are taken in a timely and appropriate manner, providing you with a well-functioning meter and accurate energy readings.
Why might your meter box need repairing or replacing?
There are various reasons why your meter box might need repairing or replacing, and it’s essential to address these issues promptly to ensure accurate energy readings and safe operation. A faulty meter can lead to billing inaccuracies and potential safety hazards.
One common issue is a meter displaying errors or faulty readings, which could indicate an internal malfunction. A meter box may also become damaged due to external factors or wear and tear over time. Damage can compromise the integrity of the meter, affecting its accuracy and potentially causing safety concerns.
In cases where your energy usage patterns change, such as switching to a prepayment meter or upgrading to a smart meter, you may need to replace your meter to accommodate these changes. Additionally, if you move your meter, it’s important to ensure proper installation and calibration.
Suppliers have a responsibility to address faulty meters and take appropriate action within a reasonable timeframe. If a meter is still malfunctioning even after repairs, the supplier should consider a replacement.
It’s worth noting that safety is a paramount concern. If you suspect a gas leak or encounter any emergency related to your meter or gas supply, it’s crucial to contact the appropriate authorities immediately, such as the national gas emergency helpline at 0800 111 999.
Regular meter maintenance, prompt reporting of issues, and collaboration with your supplier can help ensure that your meter functions accurately and safely, providing you with reliable energy readings and peace of mind.
Can I replace my own meter box?
In most cases, replacing your own meter box is not recommended, especially for gas and electricity meters. Meter replacement involves technical expertise and compliance with safety regulations. Attempting a DIY replacement could result in inaccuracies, safety hazards, or regulatory violations.
When a meter is faulty or requires replacement, it’s best to contact your energy supplier or a qualified gas engineer to assess the situation. They have the necessary knowledge and training to ensure proper installation, calibration, and adherence to safety standards.
Your supplier is responsible for addressing faulty meters and taking appropriate action within a reasonable timeframe. If you suspect an issue with your meter or need a replacement, it’s crucial to contact your supplier and provide them with accurate information, such as meter readings, meter point reference number (MPRN), and any error messages displayed.
Gas and electricity meters play a critical role in billing accuracy and safety. Incorrect installation or replacement could lead to regulatory fines, disrupted energy supply, or hazardous conditions. To ensure the proper functioning of your energy meters and your safety, it’s advisable to rely on qualified professionals and work closely with your energy provider.
What are the regulations when it comes to repairing meter boxes?
Regulations surrounding the repair of meter boxes are crucial to ensure the safety, accuracy, and reliability of energy measurement and distribution. When a meter, whether it’s a gas meter, electricity meter, or a combination of both, is found to be faulty, damaged, or malfunctioning, specific procedures and responsibilities come into play.
In cases where the meter is faulty or showing errors, the responsibility typically lies with the energy supplier to take appropriate action promptly. They must address the issue within a specified timeframe, which often involves sending a qualified meter examiner or gas engineer to assess the situation. If the meter is found to be faulty, the supplier is obliged to repair or replace it and restore accurate readings.
Additionally, suppliers are accountable for compensating consumers in cases of delays, errors, or failures related to meter box repair. Compensation, often in the form of financial reimbursement, must be provided within a designated timeframe. Regulatory bodies, such as the Citizens Advice Consumer Service and relevant safety organizations, play a role in ensuring that these regulations are upheld, and consumers receive fair treatment.
It’s important to know your rights and responsibilities as a consumer when it comes to meter box repair. Reporting issues promptly, contacting your supplier, and seeking professional assistance from qualified gas engineers or electricians are essential steps in ensuring compliance with regulations and maintaining the integrity of energy measurement and billing processes.