We’ve identified a number of issues impacting our smart meters, which means they’re unable to send us your reads. This means we’re currently unable to use your smart meter readings to generate your energy bills. This is an industry issue that’s impacting a number of gas and electricity suppliers.

If this issue has impacted you, we’ll have sent you an email telling you that the meter has stopped sending us reads.

It's really important to note that these issues don’t affect the safety or accuracy of the meters recording the amount of gas or electricity that you’re using. The problem is with the meters being able to send information to us.

There are a few different types of issues affecting these meters. Some of these will require us to revisit your property, while some we’ll be able to fix by sending your meter an update 'over the air'.

We’re working with our meter manufacturer and communications partner to resolve these issues, and we’re hopeful that we’ll be in a position to begin fixing these during September.

In the meantime, to ensure you’re billed for your actual usage, you can send us a reading through our website or app. Here’s a guide on how to read your smart meter manually.

There’s no need for you to contact us, as we’ll be in touch with you to let you know that either we’ve managed to fix this or need to organise a follow-up appointment. We expect that any necessary visits to reset your meter will be short and straightforward.

We’re very sorry for any inconvenience caused, and we thank you for your patience. We’ll get your smart functionality up and running as soon as possible.

Emergencies

Smell gas? Call 0800 111 999 for the emergency gas service. Turn off the gas at the emergency valve, open all windows if the smell is within the house and avoid naked flames.

Loss of supply? If multiple properties are affected, it’s 105 for electricity and 0800 111 999 for gas. For more information see our online help articles for electricity and gas.