Frequently Asked Questions - Policy Meter Exchange
National Grid Metering are responsible for gas assets across the UK and work closely with several different service partners to ensure that customers are kept safe, by keeping their Gas meters reliable and efficient.
You may have received a letter from our service partner advising that your gas meter has come to the end of it’s working life and needs to be replaced.
This replacement is free of charge and takes around 45 minutes to complete. You can arrange a convenient time for it to happen; and rest assured that all UK Government advice regarding the coronavirus will be followed throughout the process.
Frequently Asked Questions
Who are our service partners who may have contacted you?
National Grid Metering work with several trusted service partners to deliver services on our behalf. Depending on your location in the United Kingdom, you will be contacted by one of them to arrange an appointment for your free meter exchange;
Wales & West Utilities
Smarter Metering Services*
*subcontractor working on behalf of Network Plus
Why does my gas meter need to be exchanged?
Your gas meter installation has come to the end of its working life and therefore to keep you and your family safe, it’s essential we exchange your meter. This will not be a smart meter and will have the same functionality as your current meter.
Do your engineers carry identification?
Yes. All Gas Engineers carry photo ID.
Can I say no to a replacement gas meter installation?
No. National Grid have a legal obligation to make sure your meter works safely and remains efficient.
Will there be any cost to me involving the exchange of my gas meter?
No. Both the visit and replacement meter installation are free of charge.
How long will this visit take to replace my gas meter and can I arrange the appointment to suit me?
Yes, the appointment can be arranged to suit you and will only take 45 minutes. If you have received a letter from one of our service partners, please contact them using the details provided within, to arrange your appointment.
Will exchanging the gas meter affect my current supplier or increase my bills?
Exchanging you gas meter will not affect your chosen supplier, and your bills will still be based upon the measured gas consumed at your property.
Can my meter be moved at the same time?
For this type of request, you would need to contact your gas supplier, who should be able to arrange a different type of job for you.
Why is access necessary? Do I need to be at home?
Yes, you do. Before we commence the work, we must turn off the gas supply for safety reasons. All gas appliances are therefore isolated until the supply is restored.
Will my gas supply be turned off?
Yes, there will be an interruption of your supply whilst the meter is exchanged - this will be kept to a minimum.
My supplier hasn’t made me aware of the need to exchange my meter?
Your supplier will be able to validate that this is an activity that we complete, however, may not know your meter is due for replacement.
Why is the letter not addressed to me personally?
Due to GDPR (General Data Protection Regulation) we do not hold your personal data without your consent. However, we can follow up with personal details if requested, once initial contact has been made. If you have provided consent to your gas supplier, we may have been provided this information for the purposes of contacting you to arrange the meter exchange.
I don't think my meter is working properly, what should I do?
In this instance, you need to contact your gas supplier who will be able to help with this.
National Grid Metering and their service partners have been working hard throughout this period of uncertainty. Ensuring safety related work is completed within the restrictions and keeping the gas flowing.
Before visiting your home, you will need to contact the service partner if anyone is shielding, registered on the Priority Service Register and/or has been diagnosed with coronavirus and self-isolating. The team will work with you on a solution.
Upon entering your home, the engineer will keep you and our engineer safe by maintaining a two-metre distance, asking everyone in the property to stay in a separate room from the engineer and to ask you to clear space for us to access your gas meter if it’s housed indoors.
Our engineers will always wear appropriate personal safety equipment which includes face masks and gloves.
If you have any concerns, please ring your service partner or ring National Grid Metering’s 24/7 Customer Service Centre on 0800 001 4340. We will be happy to answer any questions and provide you with the support you need.