My opening read is wrong

When you provide us with your opening meter reads, we pass these on for industry validation. Once this has been completed, we'll then send them over to your previous supplier so they can produce a final bill for you. If you didn't provide us with an opening read we'll generate an estimate.

Gas and electricity opening reads are validated individually and by separate industry regulated companies.


If you disagree with our opening estimate

If you either haven't provided us with an opening read or the read that you did give us failed the industry validation process, we'll generate an estimated opening read for you. See our guide on the Opening Read Validation Process for more information.

Sometimes these estimates aren't a true reflection of your actual energy usage, especially if the industry hasn't had many reads on your meter. If you disagree with the starting point we've used for you, please get in touch and we can (in most cases) get this changed for you.

In order for us to dispute this we'll need a photo of your meter sent to metering@so.energy.


If your previous supplier disagrees with our opening read

If your previous supplier does not agree with the opening read we sent over, they will dispute it with us. If this happens, we will get in touch with you informing you of the process and next steps. In most cases we'll need a photo of your meter.

Once your opening and closing reads have been agreed, there will be a reconciliation between your opening statement and your final bill from the previous supplier; so that they are the same number and you are not being double-billed for your energy.

Remember the read which is being disputed is the point at which you are transferring over supply to us, your opening and closing reads should match and therefore you will not be charged twice for the energy you use.


Time frames

The industry process in place to resolve this is lengthy and can take up 8 weeks for gas and 14 weeks for electricity. Due to the time frame taken to resolve this, we will keep the opening read you provided us with as your starting point for your first So Energy statement.

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