Initial meter reading error

dogfonos

I switched energy supplier (dual fuel) at the end of July '26 and provided both old and new energy suppliers with exactly the same gas and electricity meter readings as requested. These readings were correct.

Unfortunately, the new supplier somehow incorrectly recorded the initial gas meter reading. Surprise, surprise the recorded gas meter reading was lower than actual (by nine units, actually) so, unless rectified, I'd be paying twice for an (admittedly small) amount of gas.

Long story short, I've contacted the new supplier twice since I noticed their error, and provided a photo of the initial gas meter reading and a copy of the final bill from the old supplier (where the final gas meter reading is correct) yet the issue rumbles on. Interesting thing is, when I contacted the new supplier today to ask why this problem hadn't been resolved yet, I was told this:

"As per industry rules, if the difference between the meter readings
is within 9 units, it falls within the accepted tolerance limit".

Well I never! Is this suggesting that a new energy supplier can justifiably reduce actual meter readings, supplied by the customer, by nine units to make a little extra money for themselves? Can that work the other way round? Maybe it's acceptable for customers to under-read future readings by nine units?

In fairness, I was told that the initial gas meter reading would be corrected seeing as I've requested it. Time will tell.

QrizB

Is this suggesting that a new energy supplier can justifiably reduce actual meter readings, supplied by the customer, by nine units to make a little extra money for themselves?

No.

The handover reading doesn't need to match the meter readings, but both suppliers have to use the same one.

Which suppliers are we talking about here?

Reed_Richards

I know this sounds weird but the correct protocol is as follows

1. You provide readings only to your new supplier.
2. Your supplier gives this reading to an independent data aggregator who checks the readings for credibility
3. The independent data aggregator can adjust the readings and pass the adjusted readings back to your new supplier
4. Your new supplier passes these readings on to your old supplier so both old and new suppliers use the same readings for the handover.

Ildhund

There is a fascinating blog post on the subject: The secret life of an opening meter reading | Octopus Energy. It's a bit long in the tooth, but I don't think anything material has changed over the past decade.

WiserMiser

You should have given the handover reading only to the new supplier. Giving it to the old supplier as well can derail the process.

Sounds like The Mysterious Third Party has been at work.

What's important is that both the new and old suppliers use exactly the same meter reading. If your reading gets tweaked the overall cost variance will be relatively small, and you're just as likely to win as to lose.

You can challenge a humongous tweaked reading if the variance exceeds a certain tolerance. The figures seem to be 250kWh for electricity and 1200kWh for gas (about 109m3 / 39ft3) but up to date figures are virtually impossible to find. It seems some suppliers may be using higher gas value of 150m3.

@Ildhund The SO Energy description of the validation process is much easier to understand than the Octopus version.

https://justsoyouknow.so.energy/posts/2110580-opening-reading-validation-process

dogfonos

Thanks for your interesting replies. I'll check out the linked articles when I've time.

I take the point that meter readings are supposed to be sent to the new supplier only, however, the supplier switch date coincided with my usual monthly meter reading date (for the old supplier). Besides, if the received meter readings I gave cause a problem, the old supplier is at liberty to ignore my readings should they see fit and await a reading from the new supplier.

Agree that the final and initial meter readings, during a supplier switch, should be the same yet mine were not - I was paying twice for 9 units of gas. Not a big deal but an error nonetheless - and an error that the new supplier seems to be having difficulty resolving. I first raised this subject with the new supplier a month back and supplied the requested evidence yet, despite promises, no resolution. So far, I'm rather disappointed with aspects of the new supplier.

FYI

Old supplier: Outfox Energy

New supplier: British Gas

QrizB

You might be able to persuade Outfox to re-bill you using the same reading as BG. That's how it's meant to work and Outfox might still be able to see BGs handover reading on the national database.

WiserMiser

Oh dear, as it's British Gas I fear that this is just a foretaste of what's to come. BG are notorious for poor customer service, especially with regards to billing. Hope you're not locked in to a long contract with expensive exit fees !

It's critically important to keep copies of all bills, best to get paper copies them posted to you. Whenever there's a problem and it's corrected, BG just delete the previous bill(s) and issue replacements (at least on their old system). If you can't see all the history that can make it very hard to challenge anything that hasn't been fully resolved.