Switching guide

To receive details of special offers, up to date savings information and to also receive our monthly newsletter please enter your email address below.

I think my meter is faulty - what should I do?

Gas and electricity meters usually work for up to 20 years without any problems. Faults are not common and if you think there might be a problem with your meter, you should check everything else first.

Click to switch:

Energy

If you still think there may be a problem with your meter, you should ask your supplier to get it checked. There are several different ways they can do this, and gas meters are treated differently from electricity meters.

The initial process for testing meters can vary slightly from supplier to supplier and also according to any tests carried out by the consumer. The main difference between gas and electricity meter testing is that certain tests can be carried out on electricity meters without having to remove them from your home, whereas gas meters have to be removed for testing in a laboratory..

Electricity	Gas
Tell your supplier you think your meter may be faulty.	Tell your supplier you think your meter may be faulty.
Your supplier may ask you to take meter readings over seven days, or they may ask their metering company to visit you and carry out a 'standard load test' on your meter, or they may installing a 'check meter' next to your own meter for a minimum of two weeks. If a fault is found with the meter, you would not normally have to pay for these tests. If no fault is found, you might be charged, but ask your supplier what their policy is.	Your supplier may ask you to take meter readings over seven days. If these are inconclusive, the supplier will instruct National Grid (formerly known as Transco) to remove the meter for testing and install a replacement. You will probably be charged for the test (around £90) but this will be refunded if the meter is found to be inaccurate.
You can request an 'official' test. In this case the meter will be checked by a specialist meter examiner appointed by Ofgem and, if your meter seems to be faulty, it will taken away for laboratory testing. A replacement will be fitted if the meter is removed.	The removed meter is securely packaged and sent to SGS, a company contracted by Ofgem to test meters, for testing.
The meter is tested by SGS, a company contracted by Ofgem to test meters.	The meter has to be accurate within 2% of the exact amount of gas being used.
Meters do not have to be exactly right. They are deemed accurate if they read no more than 2.5% higher or 3.5% lower than the exact amount of electricity used.	The meter examiner will issue the results in a certificate which is sent to you, the supplier and the owner of the meter.
The meter examiner will issue the results in a binding 'Determination' which is sent to you, the supplier and the owner of the meter.	If the meter is accurate after all, you will probably have to pay for the costs involved in getting the meter tested. If inaccurate, you will be refunded the test costs and the account is rebilled.
If your meter is shown to be inaccurate, you won't have to pay for the tests and you will be sent a new bill to cover the electricity you have actually used. If your meter turns out to have been accurate, the supplier may charge you to cover their costs.	If the condition of the meter is unsuitable for testing, the supplier and consumer must agree an appropriate settlement.

Tip: Around two-thirds of meters sent to Ofgem for testing are shown to be accurate. Since the consumer will normally be charged for tests which are passed, an official meter test should be a last resort.

Tip: Note the serial number of any meter being removed and the reading at the time of removal. This will help to avoid billing disputes when the account is reassessed.

Tip: It is also possible to ask Ofgem direct for a test, rather than go straight to your supplier, though this won't usually give you any advantages over contacting your supplier.