Policy Meter Exchange
Frequently Asked Questions
We 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 its 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.
Our Keeping the Gas flowing safely video demonstrates how we have put in place extra safety precautions to protect both you and our colleagues.
Frequently asked questions
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:
SGN
Wales & West Utilities
Network Plus
Smarter Metering Services*
* subcontractor working on behalf of Network Plus
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.
Yes. All Gas Engineers carry photo ID.
If you would like to know more about gas safety, please read our article for Gas Safety Day 2020.
No. National Grid have a legal obligation to make sure your meter works safely and remains efficient.
No. Both the visit and replacement meter installation are free of charge.
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.
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.
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.
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.
Yes, there will be an interruption of your supply whilst the meter is exchanged - this will be kept to a minimum.
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.
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.
In this instance, you need to contact your gas supplier who will be able to help with this.
COVID-19
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.
Watch our short video explaining how we are keeping you and our colleagues safe.
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.