• How to read your meter

  • It's important to be able to read your meter to make sure your bills are accurate. Don't worry if your meter looks a little confusing - we've put together some information and pictures about how to read the different types of meters that are used to help you!

    Meters can vary slightly in how they look and show your reading(s). Your meter may look slightly different or show different rates than our examples, so it's best to have one of your bills to hand when you look at your meter. You'll be able to check what's showing on your meter falls in line with the reading on your last bill.

  • How to read your digital electricity meter

    Read the numbers from left to right, including any zeros at the beginning. Do not read any red number(s).

    Image of single rate electric digital meter 

    So the reading for the example above would be 94694.

    If you have an Economy 7 or Domestic Economy meter you’ll have 2 rows of figures:

    • The row marked LOW is the rate for night or off-peak units
    • The row marked NORMAL is the rate for day or peak units

    Read each row in the same way you would a single rate meter. Make a note of which reading is low and which is normal.

              Image of two rate electric digital meter 

    So the reading in the example above is 17392 for the Low reading and 08975 for the Normal reading.

  • How to read your digital gas meter

    Gas meters are either imperial or metric. An imperial meter should have four main numbers. A metric meter should have five main numbers.

    Imperial 

    Image of imperial gas digital meter 

    Read the first four numbers from left to right, including any 0s at the beginning. Do not read the red number(s) or any numbers following the red number(s). When the meter reaches 9,999 the meter will start recording from 0 again.

    So the reading on the dial above is 1234.

     

    Metric 

                                 Image of metric gas digital meter 

    Read the first five numbers from left to right, including any 0s at the beginning. Do not read any of the numbers after a decimal point or space. When the meter reaches 99,999 the meter will start recording from 0 again.

    So the reading on the dial above is 32764.

  • How to read your electronic meter

    You’ll have an electronic meter if you’re on a Superdeal or Flexiheat price plan. You may also have one if you're on an Economy 7 price plan.

    Find the display button on the front of the meter

    • Press the button to go though the information. Note down everything that is displayed. Different electronic meters go through the information in different orders. But don’t worry -  the meter readings will be clear
    • Letters or numbers will come up on the display to show which rate the reading is for. For example:

    R1 or R2
    1 or 2
    L or N
    Low or Normal

    In this example rate 1 is 17392. When the button next to the read is pressed, rate 2 appears which is 02842. 

     Image of two rate single display electric meter 

    Please be aware that not all meters are the same. Rate 1 can be either the low or normal reading, depending on how your meter is set up. If you're not sure, the easiest way to check is by looking at your previous bill. You'll be able to see what the previous readings were for each rate, and your readings should fall in line with these.

    Alternatively, you can take two sets of readings about an hour apart. This will need to be done within the times for one of the rates (either peak or off peak). Only one of the readings should change, so you'll know the reading that has moved is for the current rate.

    For more details or to find out the exact hours for the peak and off peak times where you live, contact us and we'll be happy to help.

  • How to read your dial electricity meter

    To read a dial electricity meter, look at the position of the pointers on the dials.
     

    Image of electric dial meter 

    • Read the dials from left to right starting with the dial marked 10,000. Do not read the dial marked 1/10
    • If the pointer on a dial is between two numbers, write down the lower number. This may not be the number nearest to the pointer
    • If the pointer is between 0 and 9, use 9
    • If the pointer is exactly on a number, write it down and underline it
    • If any of the underlined numbers you have written down are followed by a 9, you will need to take one away from the number you’ve underlined
    • So the reading for the above example would be 94694.

  • How to read your dial gas meter

    To read a dial gas meter, look at the position of the pointers on the dials.

    Image of gas dial meter 

    • Read the dials from left to right. Do not read the large dial or any red dials.
    • When the pointer is between two numbers, write down the lower number. This may not be the number nearest to the pointer.
    • If the number is between 9 and 0, use 9.
    • If the pointer is exactly on a number, write it down and underline it.
    • If any of the underlined numbers you have written down are followed by a 9, you’ll need to take one away from the number you’ve underlined.
    • So the reading on the example above is 9476.

  • I need more help with this

  • Economy 7 & Economy 10 meters

    How does Economy 7 work?

    Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating, as you can charge them during the night. Your meter will have two rates – a day and a night rate. Each will record all electricity used during those times.

    The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper. This lets you heat both your home and your water more efficiently.

    For more details, contact us and we’ll be happy to help.

    What are the Economy 7 ‘off peak’ hours?

    The ‘off peak’ hours for Economy 7 vary depending on where you live, but generally they run between 11:30pm and 6:30am during the winter, and 12:30am to 7:30am during the summer.

    For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

    How does Economy 10 work?

    Economy 10 gives you ten hours of cheaper electricity in a day. It’s specifically designed for use with electrically-heated wet radiator systems.

    Your meter will have two rates – a normal rate and a low ‘off peak’ rate. Each will record all electricity used during those times.

    The normal rate is more expensive than on General Domestic, but the low rate is cheaper. So it’s ideal if you use your heating during these times.

    Please note that Economy 10 is only available in some parts of the UK.

    For more details, contact us and we’ll be happy to help.

    What are the ‘off peak’ hours for Economy 10?

    The ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.

    For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

    What happens to the 'off peak' times when the clocks change?

    The 'off peak' times will vary depending on where you live and the type of meter that you have.

    Some meters will automatically adjust themselves when the clocks go back or forwards, meaning that any appliances you have set on timers won't need to change. Other meters won't change with the clocks, so you'll need to manually adjust the timers on your appliances by an hour instead.

    For more details or to find out the exact hours for where you live, contact us and we'll be happy to help.

  • I want to know more about how much energy I'm using

    What is a unit/kWh?

    We bill you in kWh or kilowatt hours. This is a measure of energy. Your electricity meter measures your energy in kWh, so if you use one unit on your meter you use one kWh. Your gas meter measures your energy in cubic feet or cubic meters. We use an industry standard calculation to convert this into kWhs in order to bill you.

    How do you work out how much gas I’ve used?

    On your gas bill, you’ll notice that we bill in you in kWhs. Gas meters don’t measure gas in kWhs so we have to use a calculation to get from the units you’ve used to kWhs:

    Number of unit used x 2.83 (if the meter measures in hundreds of cubic feet) x calorific value x conversion factor / 3.6 = kWh 

    Here’s a break down to make it easier to understand:

    1. First the number of units used. This is worked out by taking your previous billed reading away from your current billed reading.
    2. If the meter measures in hundreds of cubic feet (has an ft3 on the front of it), we multiply the units used by 2.83 to convert them to cubic metres. If the meter already measures in cubic metres (has an m3 on the front on it) we don’t need to do this.
    3. We multiply what we have by the calorific value. This value changes slightly on each bill. The calorific value is a measure of the energy in the gas. It’s tested in the gas network  and passed to us daily.
    4. We multiply the new figure by a conversion factor. This figure takes into account changes to the gas based on several things like temperature and pressure.
    5. We divide what’s left by 3.6 to give us the number of kWhs used.

    All energy suppliers have to use the same calculation when working out gas usage.

    How do I find my supply number?

    Your electricity or gas supply number can be found on your bill, in the green box on the right hand side of the front page. For electricity it is called ‘Your Electricity Supply Number’ and starts with a large ‘S’. For gas it is called ‘Your meter point reference number’. These numbers are unique to your property.

  • I need help with my meter

    What is a Meter Serial Number and where can I find it?

    A Meter Serial Number is a unique number used to identify your meter. You'll be able to find this on the front of your meter, engraved into the meter box or printed on a sticker attached to the meter box. It usually contains a combination of numbers and letters.

    I can’t reach my meter - can it be moved?

    Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.

    My meter box is broken, how do I get it fixed?

    It’s usually your responsibility to fix any damage to your meter box. However, if the damage was caused by a meter reader, then contact us so we can help. If it was damaged by your local electricity distribution company you’ll need to contact them. You can find the phone number to contact them in the front of your phone book.

  • How do I use iplan with my meter?

    How do I upload the iplan software? 

    Just follow these steps:

    1. Log in to your iplan account 
    2. Click on the 'Your Accounts' tab and select 'Electricity'
    3. Click the 'Get Software' link and follow the instructions on screen

    Find out more about iplan with our dedicated help and advice pages

    I have an Onzo meter with iplan – how do I synch it?

    To send the information from your Onzo display your computer, simply do the following:

    1. Connect your Onzo display to your PC using the USB cable that came with your Smart Energy Kit
    2. Click ‘START UPLOAD’ on the Uploader screen. Your Onzo display will begin moving information about your energy usage to your online account
    3. Log in to your iplan account

    4. Whenever you’re sending energy information from your Onzo display to your computer, we’ll ask you to choose your electricity account.

    5. When prompted, click ‘CONFIRM’ next to your electricity account

    Find out more about iplan with our dedicated help and advice pages.

  • How to give us your meter reading

    You can give us your reading at any time of day and in a number of different ways: