About our meter engineers
To help us to perform our duties as an energy supplier we ask other metering companies to work on our behalf. They have specially trained engineers that can do anything from replacing, installing or fixing a meter, or even just reading it.
|For England, Wales and Scotland we have partnered with Morrison Data Services, for more information see their website www.morrisonds.com|
Customers in London and South Eastern regions will be serviced by AES Smart Metering Ltd, you can learn more about their services at www.aes-smartmetering.com/
|National Grid Metering www.nationalgrid.com/uk|
The engineers working on our behalf will not wear So Energy clothing when they visit, so it is very important that before you let them into your home, please always ask:
- Which company they are from
- To see official proof of identification
- For their name and ID number
If you are still unsure whether or not to let them in, give us a call and we'll able to advise you. When visiting your home all our engineers should always:
- Explain everything about any work they need to do
- Try to accommodate the way you’d like thing to be done
- Treat your home and possessions with upmost care
There aren't any costs when engineers come round to read your meter or if your meter isn't working properly and we need to fix it. Any additional work may be chargeable and the cost will depend on the work undertaken. Please contact us for further information.
If no one at your home can physically read your meters, please let us know and we'll send someone to your property roughly once every 3 months to read the meter. These are not pre-arranged appointments, so they will show up without notice. We also ask our meter readers to visit other customers' properties from time to time.
If we need to arrange for someone to come round to inspect or fix your meter, we will need 15 working days' notice, and we'll do our best to organise a convenient time with you. We offer 4-hour time slots, either in the morning (8am-12pm) or afternoon (12pm-4pm). The engineer due to visit should call ahead of time if there are any changes to the appointment.
From time to time, appointments are missed. We try our best to make sure that this doesn’t happen but factors outside of our control sometimes mean that the appointment can't go ahead. We will always do our best to keep you updated along the way and we will pay £30 for each missed appointment if 24 hours notice is not provided.
What if we can't do the work?
Our engineers are fully qualified and trained but there are things even they can't do. If any major work is required they might not be able to do the work themselves. If so, this work needs to be carried out by your Local Distribution Network. The type of work that our engineers would not be able to do would be moving your energy meter more than a couple of feet or re-routing the gas pipes.
You will need to call your Local Distribution Network yourself and liaise with them about it. You can find out who your Local Distribution Network is on your So Energy statement or, alternatively, find them by entering your postcode on the Energy Networks website www.energynetworks.org.
Last updated: Tue, 5 May, 2020 at 2:12 PM
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