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What should you do if your energy meter is faulty?

Posted on 24 August 2016

Your energy meter plays an important role in ensuring you receive accurate bills. If your energy meter is faulty, you could end up being overcharged for your energy, due to incorrect calculations. To help make sure you know what to do if your meter is faulty, we’ve created a simple guide that explains everything you need to know.

Find out more about how to read your meter

What is causing my meter to be faulty?

Meter faults are rare but there could be a problem if you’re receiving a bill you weren’t expecting or your meter is showing an error. There are a number of different faults your meter can have, including:

  • Your meter has stopped reading consumption so it stays the same even when energy is being used.
  • The meter display has disappeared or there is a message reading ‘error’ or ‘battery.’

Should I test my meter first?

If you think there’s something wrong with your meter it’s worth doing a DIY diagnosis before calling an engineer. This is easy to do, especially if you have a credit meter. Start by switching off all appliances, including lights and check if the numbers on the meter display are still moving.

If the meter stops, turn on one appliance at a time and check to see if the meter moves quickly. If it does, then the appliance could be faulty. If the meter is still moving then it’s likely to be faulty.

Who should I call about my faulty meter?

Once it’s been established your meter is faulty you should call your energy supplier immediately. Tenants should call their landlords as they are responsible for contacting the energy provider.  Suppliers are legally obligated to send someone out to repair the meter within three hours on a working day (Monday to Friday excluding bank holidays), and within four hours on non-working days.

Suppliers don’t have to send someone out if they can fix the problem remotely, but they’re required to do one or the other within in the specified time. If suppliers don’t take action within the allocated time they are required to pay you £30 compensation within ten working days.

How will my meter be tested?

If possible, it’s recommended you take an energy reading before the meter is tested so you can avoid any dispute. Your supplier will likely ask you to take daily meter readings over seven days, and keep in mind that testing is different for gas and electricity meters.

Electricity meters are tested by a supplier coming to your house and carrying out a ‘load test’ to see if the current meter is working. They may install a second one temporarily to see if it works any better. Your supplier will then send you a certificate to tell you whether the meter is faulty and they will replace it.

Gas meters are tested by your supplier taking it away to be tested by an independent examiner. They are obligated to install a replacement before an examination is carried out.

What happens after my meter has been tested?

If your meter is faulty you’ll receive a certificate from your supplier and they will replace it. You’ll also be refunded for any money spent as a result of the fault e.g. extra money paid on a bill. If the meter isn’t faulty then you’ll be required to pay for the costs of the test.


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