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.

Our partners:

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/ukNational Grid Logo

COVID-19 Update 

Meter readers

In the interests of the safety of our partner engineers and customers, we temporarily suspended our meter reading service. Now that things are opening up, we’ll be offering meter readings again, but only on meters that are outside. If your meters are inside, you can submit a reading using your online account or by calling us on 0330 111 5050. If you’re unsure as to how to read your meter, we have a guide here.

You may receive a card through the door from Morrisons Data Service (MDS) requesting that you provide a reading. MDS provide our meter-reading services, and so if you do get a card requiring a reading, please either submit one using the methods above, or contact us to request one.

Smart Meters

Our smart meter installation service was also suspended in the interests of safety during lockdown. With regulations easing, we’ll be offering no-contact smart meter installation appointments carried out by our partner engineers. During the appointment, the engineers will:

  • Observe safe social distancing
  • Wear appropriate PPE throughout their visit
  • Call you before the appointment to ensure that you’re still happy for the visit to go ahead
  • Talk you through the entire process and safety measures and confirm you’re comfortable with the installation going ahead

To find out more about smart meters or how to get one, please read more here

If you've expressed an interest in getting a smart meter installed with us, you may receive an email from smart.install@so.energy requesting to book your appointment online with one of our partner engineers. For more information on how to prepare for your installation, read more here

Identification

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

Metering costs

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.

Pre-arranged visits

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.

Missed appointments

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.