To help us to perform our duties as an energy supplier we use metering companies who operate on our behalf. They have specially trained engineers that can do anything from replacing, installing or fixing a meter, or even just reading it.
|For England, Wales and southern Scotland we have partnered with Lowri Beck, for more information see their website www.lowribeck.co.uk.|
|National Grid Metering www.nationalgrid.com/uk/.|
|Customers in northern Scotland will be serviced by SSE Metering www.sse.co.uk.|
They may not wear So Energy attire when they visit so it is very important that before you let them into your home, please always ask:
If you are still unsure whether or not to let them in, give us a call and we'll able to help advise you. When visiting your home all our engineers should always:
There aren't any costs when engineers come round to read your meter or if your meter isn't working properly and we need to fix it. Any additional work may be chargeable and the cost will depend on the work undertaken. Please contact us for further information.
We send someone to each property every 6 months to read the meter. These are not pre-arranged appointments so they may just turn up without us having been in touch with you.
If we need to arrange for someone to come round to inspect or fix your meter, we will need 15 working days notice, and do our best to organise a convenient time with you. We offer 4-hour time slots, either in the morning (8am-12pm) or afternoon (12pm-4pm). The engineer due to visit should call ahead of time if there are any changes to the appointment.
From time to time, appointments are missed. We try our best to make sure that this doesn’t happen but factors outside of our control sometimes mean that they can't make it. We will always do our best to keep you updated along the way.
We will pay £30 for each missed appointment and 24 hours notice is not provided.
Our engineers are fully qualified and trained but there are things even they can't do. If any major work is required they might not be able to do the work themselves. If so, this work needs to be carried out by your Local Distribution Network. The type of work that our engineers would not be able to do would be moving your energy meter more than a couple of feet or re-routing the gas pipes.
You will need to call your Local Distribution Network yourself and liaise with them about it. You can find out who your Local Distribution Network is on your So Energy statement or, alternatively, find them on the Energy Networks website www.energynetworks.org.