Reasons why your meter reading(s) may be incorrect?

It might be that we’ve not received a meter reading so we’re using an estimate. It’s also possible the reading we have from you is inaccurate. 

What you can do 

Send us a picture of your meter reading in our MyAccount app. You can download this from from the App Store for iPhone or Google Play for Android. 

We'll then read the meter from the photo you've taken. If you’re not registered it’s easy – you just need your account number found on any EDF correspondence. 

Don’t worry – it happens to all of us. You just need to re-read your meter numbers or send us a picture. 

What you can do 

Send us a picture of your meter reading in our MyAccount app. You can download it from the App Store for iPhone or Google Play for Android. 

We'll then read the meter from the photo you've taken. If you’re not registered it’s easy – you just need your account number found on any EDF correspondence.

You may be sending us a meter reading for a different meter to what we are expecting.

For example

• You may be sending us an electricity reading rather than a gas reading or vice versa.
• Or it may be that you live in a communal area and you’re sending us a meter reading for another property. 

It also may be that a recent meter exchange has not been updated. If you believe this is the case, please contact us with the below information:  

• the date that the meter on site was fitted.
• the meter serial number and the reading when that meter was fitted. 
• the old meter serial number removed during the exchange and the final read for it. These are usually found on a sticker attached to the new meter. 

What you can do 

To verify you’re reading the correct meter, please check the meter serial number on the meter you’re reading and ensure it matches that displayed on your bill, or any handover documents from your property owner, or estate agent. You can also view the meter serial number inside MyAccount.

Once you’ve located the correct meter, login or download the MyAccount app from the App Store for iPhone or Google Play for Android and send us a picture of your meter reading.

We'll then read the meter from the photo you've taken. If you’re not registered it’s easy – you just need your account number found on any EDF correspondence.
 
If you don’t believe the MSN listed on your account is the correct meter for your property contact us with the correct MSN and any evidence and/or information so we can verify them and update on our system, as well as the national database. 

You might have a multi-rate meter. This means it will have two rows of numbers so it may be that you’ve added the wrong reading.

What you can do 

If you have already entered an incorrect meter reading contact us and we can help.

If your electricity or gas supply is not with EDF we do not need your meter readings.

What you can do

You should give your meter readings to your current supplier. If you don't know who your current supplier is use the links below.

Find your electricity supplier   

Find your gas supplier  

It may mean that your consumption has significantly increased or reduced from what we would expect to see recorded on the meter. 

It may also be that you’ve misread the meter; here is our guide on how to read your meter.

What you can do 

Send us a picture of your meter reading in our MyAccount app. You can download this from the App Store for iPhone or Google Play for Android. 

We'll then read the meter from the photo you've taken. If you’re not registered it’s easy – you just need your account number found on any EDF correspondence.

If you have checked through all of the causes on this page and still have an issue with your meter readings your meter may be faulty.

What you can do 

Depending on which meter is faulty you will need to contact National Grid gas emergency line or local network distributor's emergency line. Head to our ‘damaged meters page’ to find their contact details and more.