Our Head of Technical Billing, Adam Downing, explains how metering services are getting back up and running as coronavirus restrictions are changing.
As lockdown measures are easing across the UK, we’ve restarted some metering work. Safety is our priority, and we must work at the same pace our metering service providers are able to resource work and in line with government guidelines.
While lockdown restrictions have been progressively easing, our service providers’ engineer availability remains limited. Recalling engineers on furlough and making sure safety measures are in place takes time. However, our service providers are now slowly increasing capacity on a phased basis.
Some of our service providers also have limited geographic coverage – and there’s limited coverage in Scotland for all work types. Local lockdowns are likely to affect coverage and may prevent bookings being progressed.
We’re now able to accept requests to assist with reconnections, emergencies where you’re cut off and meter faults where your supply is on. Please get in touch with your account manager or our service help desk on 034 572 52526 to discuss your initial requirements.
Please note that lead times may be extended while we work through the backlog of previously cancelled appointments and our service providers expand capabilities. Lead times will be reviewed every four weeks.
We’ll be working at the same pace as our service providers regarding availability to restore regional coverage and service levels. We’ll put every effort into understanding your specific requirements around the collection of routine meter readings and other metering work.
We’re not currently accepting requests for meter read visits. However, we’re happy to accept readings from you. Please submit these:
Please appreciate that Covid-19 has significantly impacted physical routine meter read collection. Enabling engineers to visit premises without a timed appointment requires the necessary safety protocols. We’ll be scheduling meter readings on a month by month basis, factoring in businesses open for trading and government guidelines.
We’re now accepting new requests for electricity supply connections. However, please note that lead times are still extended while we work through previously cancelled appointments and our service providers expand capabilities. Lead times will be reviewed every four weeks.
If you’re an existing customer, please get in touch with your account manager or usual sales team to discuss your initial requirements. If you’re a new customer, please contact our electric new connections team at email@example.com or call 0345 0709 385.
Our gas siteworks service reopened on 1 June and we’re accepting new requests. There are restrictions in Scotland which may affect lead times or ability to book outright. Please get in touch with our gas siteworks team at firstname.lastname@example.org or call 034 5070 1265.
We’re installing electric SMETS2 smart meters with our metering partner, SMS. This is based on geographic coverage and single phase only at this stage. Gas will start soon. If you booked an appointment before lockdown, our team will be in touch.
If you’d like to register your interest, please visit our smart meters section. You can find out more about smart meters and how you can unlock energy and cost savings as well as easy, accurate billing.
We’re working through previously cancelled appointments and any technical issues as a result of the lockdown, so we’re not currently accepting new requests for half-hourly upgrades. As soon as we can accept new requests, we’ll let you know.
The DNO will advise if there is a local power cut and investigate if there is a supply issue.
In the first instance please call the gas emergency service on 0800 111 999.
The gas network will attend within an hour if a gas escape isn’t made safe – for example gas is still leaking or cannot be made safe. The network will attend within four hours if a gas leak has been controlled and made safe.
Depending on the meter at your site, the network engineer will either exchange the meter at the time, or advise you to contact us to arrange an exchange. If the engineer advises you to contact us, they’ll make the meter safe and ensure any gas leak is stopped before leaving.
If you need assistance in restoring your electricity or gas supply due to a meter fault, please get in touch with our customer services team on 0345 725 2526. Your call will be directed to the right team to help restore your supply.
I hope you’ve found this a useful rundown of what we’re doing to resume metering services for you and help make sure we all stay safe. As the situation changes, we’ll keep updating this website so please check back. You can also read our Covid-19 FAQ.