Meters & readings

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Will someone come to read my meter for me?

It's likely someone will come to read your meter approximately once every two years.

If you find it difficult to read your meters and you don't have a Smart meter, you can request for someone to read your meters more regularly through the Priority Services Register. To sign up for the Priority Services Register, open the menu in your app or online account, and tap 'Account' and then 'Priority Services Register'.

When we send someone to take a meter reading from your home they’ll be an agent from one of two companies: TMA or Lowri Beck. If the agent is from TMA they’ll always carry an ID badge with their picture on it, as well as their name.

Lowri Beck meter readers will have photographic ID, with their name and operator number on.

Why have estimated readings been used to open my account?

Opening meter readings go through a slightly different process to normal monthly readings. They need to be used by two suppliers — your old supplier to close your account, and your new supplier to open your new account. So, your readings go to a third party industry partner to go through a process called 'validation'. This industry body has access to information about your property's energy usage, like how much tends to be used annually.

Sometimes opening readings fail validation. This might mean that they look higher or lower than expected. In this case, the validation process will estimate a reading, then send that back to us and on to your old supplier. There's nothing to worry about if you see an estimated reading on your opening or closing statement.

If it’s outside a certain tolerance, we can raise a ‘reading dispute’ and ask for it to be changed to the reading you supplied. That’s one of the reasons we ask for a photo of your meter with your reading — it helps in the case of a reading dispute. The most important thing to remember is that you won’t be charged for the same energy twice — both suppliers have to use the same reading, whether it matches yours or is an estimate.

Why can't you get readings from my Smart meter?

If your Smart meter was installed by another supplier, we might not yet be able to connect and get readings from your meter. We and the energy industry as a whole are working on getting all Smart meters fully connected so that they remain Smart for all suppliers. Currently we expect all this work to be completed by the end of 2021.

It's very likely that at some point in 2021, we'll be able to connect to your Smart meter.

In the meantime, we’ll need you to manually provide meter readings, and we'll continue to get in touch monthly to remind you to send them. Once we've connected, we'll stop sending these reminders.

Why are there estimated readings on my monthly statement?

Unless you have a Smart meter that we've connected to, each month we'll get in touch to remind you to enter your meter readings. We'll contact you a couple of days before your statement is due, to give you time to take your meter readings.

If you enter your reading a few days before your statement is due, we'll estimate your usage to cover the days between your meter reading date and your statement date.

On page two of your statement, we'll show the reading you gave, and any estimates used. As meter readings are cumulative, any over or underestimation will naturally be corrected when you enter your next monthly meter readings.

Who is Pure Planet’s meter installation provider?

We’ve partnered with Magnum Utilities to install second generation smart meters (SMETS2) for our Members. They carry out all our Smart meter installations and most emergency appointments on our behalf.

Magnum Utilities’ team of engineers drive clearly marked vans with their name and logo. The team all wear the Magnum uniform of dark blue with yellow trim. All engineers carrying out installations will also display a Magnum Utilities’ ID card. This carries a photo, their full name and their job title.

When do I send my meter readings?

Sending your monthly meter readings helps make sure we can send accurate monthly statements — with your readings, we can bill you to your exact energy usage. If you have a Smart meter that's connected to the Smart network, there's no need to send your readings, we'll collect them automatically.

If you don't have a compatible Smart meter, when you switch to Pure Planet we’ll email you a few days before you come on supply with us to ask for your first reading. We’ll ask for a photo of your first reading, too. Then, each month we'll send you a reminder when it's time to enter your readings.

We send the email a few days before your statement is due, to give you time to send your readings to us. If we don't receive a reading in time, we'll use an estimate to produce your statement instead. There's no need to worry if we use an estimate, just send a reading when you can, and your next statement will correct your account.

You can send your readings quickly and easily with Pure Planet through your app or online account. It'll take a couple of minutes.

What do I do if I forget to send a meter reading?

Forgot to send us a meter reading? Don’t panic!

If we don't receive a reading in time, we'll use an estimate to produce your statement instead. Once we have new readings from you we'll adjust your next month's statement to take into account your readings, so you don't pay for more energy than you’ve used.

As long as you regularly enter your meter readings, your statements will still be very accurate — even with estimates.

How do I send you my meter readings?

If you don't yet have Smart meters, sending monthly meter readings will help us keep your account up to date and accurate. To submit a meter reading, tap 'Send a meter reading' in your account menu. You can send both your gas and electricity readings if you've got a dual fuel account, or you can skip either fuel if you'd just like to send one.

If you're not sure how to read your meter, check out our comprehensive guide.

Remember, your balance won't update when you send us a meter reading. It'll update after you've received a statement or made a payment.

How do I report a meter issue or an emergency?

If you smell gas, or you think there may be a gas leak, call the National Gas Emergency Service immediately on 0800 111 999. If you have a power cut, call 105.

To report a non-urgent meter issue to us, head to 'Get help and support' in your Pure Planet app or online account.

If you have an emergency while on supply with Pure Planet, raise it to our team through your Pure Planet app or through your online account. Tap 'Emergency' in the menu.

How do I read my meter?

If you don't yet have Smart meters, sending monthly meter readings will help us keep your account up to date and accurate. To submit a meter reading, tap 'Send a meter reading' in your account menu. You can send both your gas and electricity readings if you've got a dual fuel account, or you can skip either fuel if you'd just like to send one.

If you're not sure how to read your meter, check out our comprehensive meter reading guide.

Remember, your balance won't update when you send us a meter reading. It'll update after you've received a statement or made a payment.

How do I get an export reading from my meter?

On our Smart Export Guarantee (SEG) tariff, you get paid for excess green energy you export back to the grid! Find out more about the SEG tariff and how to sign up here.

If you're already signed up to our SEG tariff, we'll get in touch four times a year, asking for your export meter reading. It's really important you send this to us, as we need it to pay you — we can't use estimated or Smart readings.

Your Smart meter will record both your import reading (the energy you take from the grid), and your export reading (the energy you're generating and sending back to the grid). You won't be able to get your reading from your in-home display (IHD), you'll need to go directly to the electricity meter you have installed on your wall.

Different meter types and manufacturers will have different ways of displaying your reading — check out our export meter reading guide for comprehensive advice.

Can you move my meter?

If you’d like your electricity or gas meters moved, head to ‘Get help and support’ in your app or online account and tap ‘Ask a question’. Let WattBot know “I need to move my meter”.

WattBot will guide you through the process, including checking what works you’d like carried out, whether your local Distribution Network Operator will also need to attend, and take you through making a payment for the works.

If you’d like your electricity meter moved less than one metre and within its current backboard, we’re able to carry out this work for you. Our costs are £126 per meter move if the distance is up to one metre.

If you’d like your meter moved beyond its current backboard, or further than one metre (for example, to another wall), you’ll also need to contact your local Distribution Network Operator (DNO). You can check who your local DNO here. Our cost for this type of work is £252, and there'll likely be additonal costs from your DNO too.

Similarly, for your gas meter, we can move it within the gas pipework's current reach for £126, or £252 if the meter needs moving further than one metre away from it's current location. If you need it moved to beyond its pipework's current reach (for example to another wall), you'll need to contact your local Gas transporter to carry out this work for you. You can check who your local Gas transporter is here.

Can I view previous readings?

In your app or online account, you can view your meter reading history at any time.

Open the menu, tap 'Tariff & Usage' and under 'Meter reading history' you’ll see all your actual, Smart and estimated meter readings since you switched to Pure Planet.