Our core services include, but are not limited to:

• Meter installation, maintenance, exchange and removal

• Customer service provision and support

• Asset procurement and logistics management
   

We’re passionate about the services that we provide to our customers, from basic service provision to complex metering queries.

Our customer service centre is available to answer questions and support you, so please contact us on 0800 001 4340

Our operating hours are:

• Monday to Friday: 8am to 8pm

• Weekends and Bank Holidays: 9am to 5pm

All visits should be arranged via the relevant gas supplier. Please note that this is in line with our Ofgem obligations. Anything received outside our operating hours for engineer attendance is not subject to a three hour (or four hours on weekends and Bank Holidays) attendance requirement and will be scheduled for the following working day.

General information

• If your query relates to the credit on your gas meter, please contact your gas supplier as we are unable to assist with credit related enquiries.

• Please note that as we are a gas metering business, we are unable to assist with any electricity related enquiries.
  
  If you have an electricity related question or concern, you will need to contact either your electricity supplier, or your local electricity distribution network.
  
  If you believe you are experiencing a power cut, please call 105.

• As a traditional gas metering business, we are unable to assist with any queries relating to Smart meters. If your Smart meter has stopped communicating or you have identified a fault, please contact your gas supplier.
  
  We do not supply or maintain Smart meters.

• Please note that we do not bill consumers for their energy use and so are unable to assist with any Energy Billing enquiries. If your query relates to your energy bill, you need to contact your energy supplier.

• We have no facility to accept or process meter readings – these must be sent to your energy supplier.
  
  In order to legally use gas at your property you are required to have an appointed energy supplier; this is because energy suppliers are the bodies licensed by Ofgem to bill consumers for their consumption of gas, supplied through a meter-point. If you do not have a contract in place with a registered gas supplier, and you are consuming gas at your property, you are breaking the law.
  
  If you do not know who your energy supplier is, there are a number of ways that you can find out:
  
  - By using the Find My Supplier website
  - By Contacting the Meter Point Administration helpline on 0870 608 1524

• If you have a query or concern related to property, land or equipment owned or operated by National Grid, please call 0800 096 3080 (Mon to Friday, 8am to 5pm) or visit www.nationalgrid.co.uk.

• If you are a consumer who is seeking advice on keeping warm and safe through winter, or reducing your energy costs, the following resources could provide information that may be of use to you.
  
  - Keeping safe and warm
  
  - Financial support
  
  - Gas (and related equipment) safety
  
  If you suspect a meter has been tampered with, you can report it anonymously to Stay Energy Safe on 0800 023 2777.
  
  If you smell gas, open doors and windows, turn the gas off (if you can do so safely), exit the property and call 0800 111 999

• If you need to report nuisance or scam calls or messages, call Action Fraud on 0300 123 2040.
  
  - Please send suspicious emails to [email protected]
  
  - How to identify a scam

Residential FAQs