< Go Back

Metering & Connections

Meters and connections sit with industry parties beyond your supplier. For faults, outages, and new connections, you will usually need your electricity network operator, your meter operator, or your site electrician. We will support you by coordinating where we can and by keeping your account and billing aligned to the metering and registration records.

  • If you lose power or have an electrical emergency, contact your local electricity network operator, not your supplier. Call 105 and you will be connected to the right operator for your area. You can also report many power cuts through the operator’s website.

  • Your MPAN identifies the electricity supply point for the premises. It is often shown on your electricity bill as the supply number. If you cannot find it, we can help you locate it using the site address, or you can use Ofgem guidance to find your network operator and supplier details.

  • The meter serial number identifies the physical meter installed on site. It is printed on the meter itself. We use it to confirm that consumption data and billing are aligned to the correct meter, particularly after meter changes or where there are data mismatches.

  • Usually no, because billing is driven by half hourly data. We may still request a reading and a photo where we need a clear position at a point in time, such as move in or move out, a suspected fault, or where data is missing or disputed.

  • If you believe the meter is damaged, unsafe, not recording properly, or has stopped displaying, contact us with the site address, MPAN, and a photo if you can provide one. We will advise the next step. This may involve your meter operator arranging an attendance, depending on your metering arrangements and site access requirements.

  • Meter exchanges are not always a supplier action. They often involve the meter operator and may require site access, safety checks, and an agreed appointment window. Contact us with what you are trying to achieve and any site constraints. We will confirm the route and the information needed.

  • Energisation and de-energisation work is typically delivered by the network operator and your appointed contractors, depending on the site. If you are taking over an existing supply, the key step is making sure the responsible party is registered correctly and the metering is aligned. If you are requesting physical works on the connection, you will usually need to engage the network operator or an independent connections provider.

  • If you are building a new site, adding load, or changing your capacity needs, you will usually need approval and works from the distribution network operator. Start early, as lead times can be material. Once you have connection details, we can help align supply registration and billing to the new set-up.

  • If half hourly data is missing or looks incorrect, tell us what you are seeing and the period affected. We will check the data flows and advise what we can correct, and what needs input from metering parties. In some cases, bills may be updated once corrected data is available.

  • Anything on your side of the meter is your responsibility. For internal electrical issues, use a qualified electrician. If there is a safety risk, treat it as an emergency and contact the network operator via 105 if it relates to the supply.