Energy Billing Issues – Incorrect Meter

Each meter has a unique serial number. The meter serial numbers on your bill should match the numbers on your meters at home. If they don’t, then you may have been charged for someone else’s energy usage.

To fix this, you need to give your energy supplier the correct serial numbers. You’ll also need to provide a meter reading.

You can use our messaging template below to ask your energy supplier to send you a bill for the correct meter.

Click the ⓘ icons for more information on gathering what you need and filling out the template.

Once you’ve got this information, you’re ready to use the messaging template below.

Don’t worry if some of the template doesn’t apply to your issue. You can remove any unnecessary lines from your message once you’ve downloaded it.

Sending your message

There are different ways you can send your message to your supplier. You can:

• copy and paste it into an email or web form
• download it and attach it to an email
• download it and print it out to send in the post
• if communicating via an online chat or form, you can use the information here to guide what you send

Remember, it’s important to save a copy of your message for your records.

Next steps

Your energy supplier will need to send you an updated bill based on your meter readings. This can take some time. That’s because it means changing numbers on both the supplier’s system and national databases.

In the meantime, it’s a good idea to look for any meter readings you’ve taken before. This can help when it comes to making sure your new bill is right.