My smart meter isn’t working – should I call out an engineer?

If your smart meter isn’t working, don’t worry. We’re working to make your smart meter smart again. In the meantime, we’ll need to ask you to send us your meter readings.

How do I get a meter reading? 

It may be a while since you’ve done this, so here’s how to get a meter reading.

The readings you send are always better than our estimates. They mean your bill will be accurate, and you’ll be paying the right amount for the energy you’re using. 

Submit a meter reading

What do I do if I have a faulty meter?

If your meter isn’t working, please contact us. We can then diagnose the fault and advise you on next steps. Here’s what to do in an emergency.

Does Shell Energy offer renewable energy?

The UK is committed to reaching net-zero carbon emissions by 2050, and so are we. At Shell Energy, we’re proud to offer 100% renewable electricity as standard on all our tariffs. 

Our mission is to guide our customers to a better energy future and support British households in the transition to net-zero emissions. Read more about our plan to help get the UK to net-zero.

What should I do if there’s an emergency with my energy supply?

If you can smell gas, call the National Grid immediately on 0800 111 999 (it’s free, and lines are open 24 hours).

If there’s an emergency with your electricity supply and your neighbours are also affected, please call your electricity network operator on 105.

For any other emergency situation, visit our emergency information page.

How can I contact you?

There’s no need to contact us at the moment, but if you still have questions, you can check the Help section of our website.

Stay up to date

You’ll find the latest updates by visiting our blog.