Frequently Asked Questions

Although we’re always keen to supply more properties with our cheaper and greener energy, we’re not currently able to install meters in new properties.

To do this, you’ll need to contact a larger supplier to fit the meter and connect your supply. Once this is done, you’ll be able to switch to Bristol Energy.

Once you’re connected and ready to transfer to us, please don’t hesitate to call our team on 0808 189 4072.

After your meter is exchanged, the company that carried out the work will contact us with all the details we need. As this can take a few weeks, please feel free to provide us with any information you have by e-mailing us at customercare@bristol-energy.co.uk.

Usually your new meter will have a sticker or a card containing the following information:

  • Date of the Meter Exchange
  • Old Meter Serial Number
  • Final Reading from the old meter
  • Initial Reading from the new meter

If you could also let us know the Meter Serial Number (MSN) from the front of your new meter – usually a collection of letters and numbers – we’ll make sure our systems are updated. It would also be helpful if you can provide an up-to-date reading from the new meter. Most importantly, please let us know whether it was a gas meter or an electricity meter that was replaced!

If you suspect that your meter is running too quickly or too slowly – causing us to over- or under-charge you – we may need to perform a Meter Accuracy Test before replacing the meter. You’ll be charged for the cost of this test, but we’ll refund you if there’s a fault with the meter. A full list of our appointment costs can be found here.

Please note that it’s very unlikely that your meter is running too quickly or too slowly. Of the Meter Accuracy Tests we book, over 95% report no fault with the meter. If this is the case, you won’t be refunded for the cost of the test.

If solar panels are causing your electricity meter to run backwards, you may be liable for the cost of a replacement meter. Please let us know if you suspect this so we can investigate further.

It’s rare for gas and electricity meters to become faulty, but it’s important to know what to do if you think this might be the case.

If you suspect a serious fault with your meter – i.e. you smell gas, or the meter is on fire – you should leave your property as quickly as possible. If the problem is with your gas meter, or you smell gas at any time, you should phone the Gas Emergency phone number as soon as possible: 0800 111 999. Please visit our Gas Emergency page if you’d like more information on what to do in these circumstances.

Signs that your meter may be faulty include: a burning smell; odd noises; hissing; unusual warmth; smoke or fire damage; fuses blowing regularly in your property; loss of electricity or gas supply; a blank screen (on digital meters); the meter reading no longer rising; the meter reading getting lower; obvious external damage; the smell of gas.

If your meter is genuinely faulty, we can replace it free-of-charge. If you have damaged your meter, however, you will be liable for the cost of a replacement.

Smart meters help us provide you with accurate bills, as well as allowing you to see your energy consumption on an In-Home Display screen. You can register your interest by filling in this form.