We’ve got a range of services available to you and your customers to help manage tariffs, allowances and payments which are summarised below. If you’d like more information on our services and charges, please see our wholesale service offering and wholesale tariff document and a smart meter reads service.
Please note that we’re phasing in digital meters on new installations and replacements. To help monitor usage through these meters we offer a digital meter data service.
Installing a meter
If your customer doesn’t have a meter installed, you can ask for one to be installed and we’ll visit the site to decide if and where we can do this. The types of meters we install and the locations where we’ll install them can be found in our metering policy, wholesale service offering and wholesale tariff document. When we've installed the meter, we'll update the market system.
Repairing or replacing faulty meters
You can ask us to repair or replace a faulty, damaged or missing meter at your customer’s premises. We'll visit the site and repair the fault on the spot if we can. If not, we’ll arrange a second visit to complete the job. After the work, we'll update the market system. We may charge for this service.
You can ask us to change the size or type of meter or move an existing meter installed at your customer’s premises. We’ll need to assess whether we can meet your request which may need a site survey to determine the options available. If possible, we’ll exchange the meter on the same visit. If not, we’ll arrange a second visit. After the work, we'll update the market system. We may charge for this service.
Water services intermediaries can ask us to change the type of meter installed to enable a logger to be fitted to the meter by submitting a service request form and providing evidence of customer authorisation. When we accepted your request, we will give the customer’s retailer 22 business days' notice of our intention to exchange the meter.
When the 22 business days' notice has expired, we will contact the non-household customer to arrange a site survey. We will make three attempts to contact the customer to arrange the work. If we are unable to agree a date and time for the work with the customer we will let you know.
When we have visited the premises we will share the result of the visit with you. Where possible we will carry out the installation during the first visit. If it hasn’t been possible to exchange the meter at the same time as the visit, we’ll contact you, or your non-household customer as above, to arrange a convenient date and time to change the meter and reinstate the site (for external installations) If the work is non-standard we will let you know so you and provide a quote for the work.
Testing meter accuracy
You can ask us to test the accuracy of your customer’s meter. We may need to visit the site to check if an accuracy test is needed and we’ll exchange the meter on the same visit. If we can’t exchange it on this visit, we’ll contact you and your customer to arrange a convenient time to return. If the meter needs to be exchanged, the original meter will be sent for testing. After the work, we'll update the market system.
We’ll keep you updated on the results of tests, and if they show that the meter is inaccurate, we won’t charge you for the service. If, however, it is accurate, charges will apply. There may be additional charges if any work falls outside of a standard service.
Meter replacement programme
Each year, we plan a programme of upgrades for some of our meters. As part of that programme, we’ll identify the meters that we want to replace and send you a list before we start work. We’ll arrange a site visit to survey the meter and determine the best action. If possible, we’ll exchange the meter on the same visit. If it’s not possible, we’ll arrange a second visit. After the work, we'll update the market system.
There’s no charge to you if we carry out a like-for-like exchange in normal working hours, but we may charge for any additional work.