Reading your meter

Finding your meter The meter is placed either in the pavement or property forecourt.

What to do if you can’t find your meter If you can’t find your meter, please ring our Customer Service Team (8.30am-5.30pm Mon-Fri) and we’ll help you to locate it. The position of your meter has no bearing on the ownership of the pipe – you are responsible for the service pipe running to the property boundary, regardless of where your meter is (please see the Code of Practice for further information). 

Reading your meter Open the cover carefully with the tip of a screwdriver. The number display is similar to the modern gas or electricity meters. The black digits record the consumption in cubic metres. Read from left to right to obtain the current reading. You should ignore any red figures.

What to do next Once you have your meter reading, you can complete the meter reading form and submit it to us online or you can call our Customer Service Team.

If you have difficulty reading your meter We will be happy to show you how to read your meter, if required.  If you have difficulty in reading the meter due to sight impairment or other physical infirmity, we can arrange to read the meter for you and advise you of the reading.

What to do if you think your meter is faulty If you think your meter is faulty, please contact our Customer Service Team (8.30am-5.30pm Mon-Fri) and we’ll come out and check it. If you request to have your meter tested, we will remove it, replace it with a new one, and send the original to be independently tested.

If your meter has tested as faulty, the charges will be adjusted to reflect the correct level of consumption. We will calculate this either from the date the meter became faulty, or if we don’t know the date, we will calculate it from the date of the second-to-last meter reading.

Please keep in mind that if your meter is not faulty, you may be charged for the test, the replacement of the meter, postage, packaging and other administrative costs.