We will send you a final bill once your new supplier provides us with your closing meter readings, which will match the opening readings they are using. If a closing reading that your new supplier has given us is wrong and you would like this to be changed, you will need to follow the Disputed Read process.
The closing reading we use is given to us by your new supplier, so it's always a good idea to speak with them first as it is their responsibility to provide accurate readings at this point. However, if the closing read we’ve been given isn’t a true reflection of your actual energy usage and you let us know, we can (in most cases) get this changed for you.
The most common reason why we may not be able to change your closing read is because your actual reading is too close to the reading we are already using. This is because the suggested reading could reasonably have been taken on or around the day of your switch.
To begin disputing your closing read we will need a photo of your meter, once we've received this we'll let you know the next steps. Please send any photos to email@example.com along with the name on your account and account number.
The industry process in place to resolve this is lengthy and can take up to 6 weeks to resolve. Until a read has been agreed with your new supplier we cannot regenerate your final bill for you and will be unable to settle your account balance.