Guidance

Gas meter accuracy disputes

The Office for Product Safety and Standards is responsible for metering accuracy: ensuring that meters correctly register the quantity of gas consumed.

Energy bills

The measurements taken from the readings of gas meters are used to calculate the amount of energy supplied to your home and will appear on the energy bill sent to you by your supplier(s).

Accuracy of meters is something that the Office for Product Safety and Standards (OPS&S) takes seriously as it ensures that consumers pay for the amount of energy they actually use and facilitates fair trade and competition. However, OPS&S is only responsible for gas and electricity metering accuracy and complaints about billing should firstly be directed to the supplier concerned. The Citizens Advice consumer service can assist you with this and provide independent advice on energy supply. If your supplier is unable to resolve your dispute then the Energy Ombudsman can investigate.

Although meter accuracy is fundamental to the energy billing process, there are many factors unrelated to the accuracy of the meter that may significantly change the amount you are required to pay when you receive a bill from your supplier. Some examples are:

Energy price changes

It is clear that fluctuations in energy wholesale prices will flow through to the consumer. This is of particular impact when energy prices are rising and we have seen, for example, significant increases in the average domestic gas bill. It is critical you consider this factor when assessing the reasons for higher bills.

Estimated or incorrect meter readings

Where bills are issued more frequently than actual meter readings are recorded, suppliers can use estimates of energy used, based mainly on past consumption, as the basis of the charges. As there can be a lengthy period between supplier readings, it is important you ensure that the estimated reading is close to that actually recorded by the meter. You can do this by recording the reading on the meter yourself and comparing this reading against the estimate soon after you receive your bill. If a large difference is found, contact your supplier who should make adjustments to your account. If your actual consumption is not similar to that estimated by your supplier the gap will need to be closed at the time the meter is actually read. This may mean that your supplier will require more money for the energy actually used or will arrange some form of refund where use is less than estimated.

There is also a chance that a meter could be incorrectly read. Once again, a quick check of the reading stated within the bill against the register of the meter will ensure that errors are quickly detected.

Changes in consumption

External influences or changes to your circumstances may cause a change in the amount of energy you use.

The many reasons for a change in consumption may include:

  • particularly colder or milder seasonal weather causing you to use more or less energy
  • a change in circumstances (e.g. illness, new baby, working at home etc.)
  • a faulty appliance using more energy than it should because it is not operating correctly
  • changing types of appliance (i.e. moving from gas to electricity or vice versa)

Gas ‘meter accuracy test’

Gas meters are generally reliable and major operational faults are rare. However, if you have considered all of the potential reasons noted above that could have caused a change in your energy bill; there is a chance that your meter may have developed a defect causing it to register inaccurately.

You should then contact your supplier who is required to investigate your complaint and make best efforts to resolve the problem. You may also want to consider contacting Citizens Advice for independent advice on energy supply.

As a final option when all other routes to settle the problem/dispute have failed, on request, the supplier will make arrangements for the accuracy of the meter to be verified by an independent meter examiner appointed by OPS&S under Section 17 of the Gas Act 1986.

This is known as a ‘meter accuracy test’ and should be requested through your gas supplier. However, it should be noted that the majority of domestic gas meters submitted for dispute testing are found to be operating within statutory limits.

Gas meter testing

It is impractical to test the accuracy of a gas meter on-site so your supplier (or their agent) will arrange for the meter to be removed and a replacement installed. You should take note of the meter details including the serial number and reading at the time of removal. The meter is then securely packaged and sent to an independent meter examiner for testing in an approved laboratory. Meter examiners are employed by SGS (UK) Ltd under contract to OPS&S to provide an independent meter examination service.

At the laboratory, your gas meter will undergo a number of tests by the meter examiner to check the performance of the meter and establish whether any fault is present that could affect its accuracy. All consumers have the right to witness their meter being tested if they wish.

After all the tests have been completed, the meter examiner will analyse the results and issue a certificate detailing the findings. The certificate will state if the meter was registering within the prescribed statutory limits (nominally ±2% for GB nationally approved meters and ±3% for MID approved meters).

If the meter is found to be outside prescribed limits, a certificate will be issued stating that the meter was erroneous with the error value stated. If the meter is found to have a fault causing the readings to be unreliable this would also be stated on the certificate along with a description of the fault. Copies of the certificate will be sent to the consumer, the gas supplier and the owner of the meter (if applicable).

Accuracy test process

The following flowchart shows the process for testing gas meters:

Gas meter dispute flow chart

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@beis.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

After the test

Depending on the findings of the independent meter examiner, which will be stated on the certificate, the supplier will take forward measures to conclude the issue. This may include a plan to either compensate the consumer for over-billing or prepare a payment plan for the consumer where under-billing has occurred.

Possible charges

There is no direct cost incurred by the consumer for testing disputed meters although the supplier may charge for the removal of the disputed meter, the installation of a replacement and transporting the disputed meter to the testing laboratory. This charge will be refunded if the disputed meter is found to be operating outside the statutory limits (i.e. inaccurately).

Having considered these costs, if you wish to proceed with the meter accuracy test, you should arrange this through your gas supplier.

Potentially lower your gas bills

There are some things you can do right now to ensure you start receiving lower energy bills:

  • take and submit your own meter reading rather than accepting an estimated bill;
  • ensure that you are being charged at the most appropriate tariff for your manner of consumption and the equipment you have connected;
  • keep a conscious note of what appliances are switched on and for how long they are on;
  • ensure gas appliances are serviced regularly to maintain efficiency;
  • where practical consider reducing the temperature on the thermostat, adjusting switching times of the boiler appropriately, etc.

Further energy efficiency advice can be obtained from your supplier or Citizens Advice.

Gas meter accuracy test reports

Around 3,000 domestic, commercial and light industrial gas meters are submitted for dispute testing each year and OPS&S publishes the results of these tests on a regular basis. OPS&S does not use this data for any formal purpose other than to initiate action with meter manufacturers and owners, when meter examiners identify systematic faults with certain meter types.

The information within these reports is not intended to represent the overall accuracy of gas meters in Great Britain and the following points should be considered:

  • the meters tested were initiated by the consumer or the supplier in circumstances where it was suspected that the meter is measuring erroneously – the sample is not representative of the whole meter population
  • only a relatively small sample of meters are tested annually and this needs to be considered against the overall population of gas meters in Great Britain that is in excess of 22 million
  • this report includes the results of meter tests of types already identified for policy replacement where residual action to remove populations, of the same type, is ongoing

It is important that these factors are considered in context with the information provided.

Contact us

OPS&S publishes a range of information and guidance on the legislation that we are responsible for. If you have a specific enquiry regarding the accuracy of your gas meter, we recommend you complete the online enquiry form, choose the relevant legislation and follow the on screen instructions.

Alternatively you can contact the OPS&S helpdesk on 0121 345 1218.

It is open:

  • Monday to Thursday 09:00 to 17:00
  • Friday 09:00 to 16:00

Or in writing to:

Office for Product Safety and Standards
Lower Ground Floor
Victoria Square House
Victoria Square
Birmingham
B2 4AJ

Published 13 March 2014
Last updated 24 June 2014 + show all updates
  1. The title of this guide has been amended to reflect that NMO is responsible for electricity and gas metering accuracy and that Ofgem are the energy regulators and are responsible for all aspects relating to energy billing. NMO are unable to comment on billing issues as this is outside the scope of our responsibilities. This responsibility instead lies with Ofgem (https://www.ofgem.gov.uk/contact-us). Alternatively you may also want to consider contacting the Citizens Advice Bureau (https://www.adviceguide.org.uk/) or the Energy Ombudsman (http://www.ombudsman-services.org/energy.html) for independent advice on energy supply.
  2. First published.