New customers

If you’re a new customer and are having problems submitting your opening meter reading, it may be that your switch hasn’t quite finished going through. Try again in a couple of days and, if it still doesn't work, please get in touch.

Smart meter customers

If you have a smart meter and it's working correctly, it automatically sends your readings, so that you don’t have to. 

But if we've been in touch asking for a reading, it means your smart meter isn't communicating with us for some reason. Please send us your reading using our automated phone line on 0330 094 5800, or live chat. At the moment, you can't submit your smart meter reading online, or in the app.

We know that some customers are experiencing technical issues with their smart meters. If you’re one of them, please bear with us. We’ll be in touch as soon as we can to get the problem fixed. If you think your meter has stopped working altogether, please contact us to let us know.

Standard meter customers

If you’re a new customer and don't have a smart meter, please take two meter readings seven days apart. Then contact us with the readings and dates that you took them. 

We’ll use these as supporting readings to update your account. 

If you’re not a new customer, contact our live chat team with a photo of your meter and we can help.