Think your energy meter is faulty? Tests, costs and the 5-day rule

Great Britain · Rules checked 24 October 2026 · Not legal advice

Quick check

Switch off all appliances, including pilot lights, and watch the meter. If it still moves, something may be wrong. If you smell gas, call 0800 111 999 straight away.

What the supplier must do

Under the Standards of Performance Regulations 2015, when you report that a credit meter may be outside the legal margins of error, the supplier must, within 5 working days, do an initial assessment, take appropriate action, and offer to confirm in writing what it found and what it will do (regulation 4). If it misses this, it owes you £40. Prepayment meters that are faulty must be dealt with within 3 hours on a working day or 4 hours on other days (regulation 5). Smart meters have their own 5-day standard (regulation 5A).

Independent meter tests

If you're not satisfied, you can ask for an independent accuracy test. For electricity, GOV.UK says an independent examiner tests the meter on site with the supplier present, it's replaced, and the old one goes to an approved laboratory. You get a written "determination". The test itself is free, but Citizens Advice warns the supplier may charge for removing and replacing the meter if it's found to be accurate. That might be around £200. Ask the price first. GOV.UK notes most meters tested turn out to be accurate.

If it is faulty

The supplier should replace it and recalculate your bills, refunding any overcharge. If it undercharged you, any catch-up is still limited by the 12-month rule.

Questions