Frequently Asked Questions

Firstly, we recommend performing a ‘load test’ to see which of your readings is for day usage, and which is for night usage. To do this, simply take one set of meter readings at 8am and another set at 8pm. The register that has moved is the day rate.

If you have carried out a load test and think the readings on your bill are the wrong way around, please email customercare@bristol-energy.co.uk with the following information:

  • Account number
  • Readings at 8am
  • Readings at 8pm
  • Meter Serial Number (this can be found on the front of the meter)

A photograph of your meter will also help us with our investigation.

Legally we’re required to make sure your meter is read at least once every two years, but we’ll try to make sure it’s more often than this. We use meter readers from companies called Morrison and Callisto, who will also check the health of your meter before sending the readings to us. We are unable to give you advance notice of the meter reader’s visit, but they’ll be happy to show you their ID to confirm which company they work for.

In order to make sure your account is kept up to date it’s a good idea to take readings yourself, and sending them to us each month. You can do this via your online account, the BE Connected app, or by emailing them (along with your account number) to customercare@bristol-energy.co.uk.

Everyone forgets to submit meter readings once in a while, so don’t worry! If we don’t receive a reading before your bill is due, we’ll send you an estimated bill. Next time you provide meter readings we’ll update your balance, and you’ll see them on your next bill.

Estimated readings are based on historical usage in the property, as well as projected consumption. They are provided by a third party and are usually quite accurate. However, nothing is as good as an actual reading!

To provide us with a reading simply log in to your online account, or use the Bristol Energy Be Connected app, or send the reading (along with your account number) to customercare@bristol-energy.co.uk. Your reading won’t automatically update your balance, but you’ll see it on your next bill.

Bristol Energy are obliged to send you regular bills, even when we haven’t received meter readings. The estimated readings you can see are based on historical usage in the property, but nothing is as good as an actual reading. To provide us with a reading simply log in to your online account, the Bristol Energy App, or send the reading (along with your account number) to customercare@bristol-energy.co.uk. Your reading won’t automatically update your balance, but you’ll see it on your next bill.

If you want to provide readings quickly, we recommend using your online account or downloading the BE Connected App. Alternatively, simply sending your readings – along with your account number – to customercare@bristol-energy.co.uk.