This page is also available in Welsh.
This page contains answers to a range of questions about new gas and electricity connections and meter moves. Click on the questions below to find out the answers:
How do I get connected to an electricity supply?
How do I obtain a one-off domestic gas connection?
How do I arrange for a gas connection to a number of properties?
How do I obtain a one-off gas connection to industrial and commercial premises?
What if I am unhappy with the service provided by a licensed gas transporter or electricity network operator?
How do I go about moving a gas meter?
Who can move a gas meter?
What is the fuel poor gas network extension scheme?
What if I am unhappy with the service provided by a licensed gas transporter or electricity distribution network operator?
If you are unhappy with any aspect of the service provided you should, in the first instance, contact the company with whom you have contracted for the connection and raise a complaint in accordance with their published procedures.
If after 8 weeks (or before if both you and the company agree nothing can be done) you remain dissatisfied you can contact the Energy Ombudsman - link opens in a new browser window* who can provide a redress scheme to deal with unresolved disputes. In certain cases it may be appropriate for disputes to be referred to Ofgem by the Ombudsman for formal determination.
* The Energy Ombudsman will settle disputes between energy companies and domestic and micro business consumers. Micro businesses are defined as a person supplied or requiring to be supplied at premises with an annual consumption of electricity of not more than 55,000 kWh; or gas of not more than 200,000 kWh; or fewer than 10 employees and an annual turnover not exceeding 2m.
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Moving gas meters
You should initially contact your energy supplier or the gas transporter for your area in order to arrange for your gas meter to be moved. The gas transporter will normally carry out the meter move rather than the supplier, which means you can approach the transporter direct as an alternative to contacting your supplier. However, in certain circumstances a Gas Safe Registered installer may be able to carry out a meter move - further information is provided below. If you require contact information for your supplier or local gas transporter or further advice on moving your gas meter, please contact the Citizens Advice consumer service on 08454 04 05 06.
What is involved in moving a gas meter?
If you need your gas meter to be repositioned, this often requires:
- the incoming service pipe and emergency control valve (ECV) be altered,
- the meter moved to its new location, and
- the installation pipework re-routed to connect to the outlet of the meter.
ECV is normally situated immediately adjacent to the gas meter and allows you to turn off the incoming gas supply to the property in the event of a gas emergency. It can be either inside the building, on an outside wall or in some cases within the grounds of the premises.
The ECV is at the end of the service pipe and both these items are the property and responsibility of the licenced gas transporter who carries gas to your premises. You can establish who your licenced gas transporter is by contacting your gas supplier.
The repositioning of your gas meter can be carried out by the licenced gas transporter or by an alternative qualified service provider. There are, however, a limited number of such alternative service providers who are willing to undertake such work and the costs of these inclusive works can be high.
The gas meter installation normally consists of the meter itself and a small governor which acts both as a safety device and to ensure the meter receives a consistent gas pressure. This installation is normally the responsibility of a Meter Asset Manager (MAM) who is contracted by your gas supplier to provide the meter and its maintenance, repair and replacement according to the MAM Code of Practice.
The installation pipework connects to the outlet of the gas meter and carries gas to the individual gas appliances (cooker, boiler, fires etc) within the premises. The installation pipework is normally the property and responsibility of the building owner who is responsible for adherence to the Gas Safety (Installation and Use) Regulations 1998 (GSIUR).
The document in the 'Further resources' box provides a labelled image identifying each of the components described above.
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Can the meter be moved by a Gas Safe Registered engineer?
It is possible for a gas meter to be relocated without altering the service pipe and ECV and this may reduce the amount of work required, and the cost. However there are some specific requirements that need to be met:
- the Construction (Design & Management) Regulations 2007 may apply,
- GSIUR specifies that ….’when a meter is installed or re-located in any premises in either case at a distance of more than 2 metres from, or out of sight of, the nearest upstream emergency control in the premises'... the gas supplier shall ensure that...’a suitably worded notice in permanent form is prominently displayed on or near the meter indicating the position of that control’, and
- the British Standard BS6400 (specifies the technical requirements necessary to maintain a safe and legal meter installation).
An Ofgem Approved Meter Installer (OAMI) or registered Gas Safe Registered installer should be familiar with this and be able to undertake this work and arrange for it to be inspected by an OAMI. A list of OAMIs can be found here.
However, since the meter installation is most likely to be the property and responsibility of the Meter Asset Manager (MAM) - in most cases this will be your energy supplier - it would be necessary for the OAMI or Gas Safe Registered installer to first contact the MAM, seek agreement for the works to be undertaken, convince the MAM that the work will be properly designed and installed, safe and that the overall long term integrity of their meter installation is not compromised, and finally agree contract terms.
A non-OAMI Gas Safe Registered installer would need to adhere to industry established and legally required reporting requirements regarding disconnecting and reconnecting gas meters, and arrange final inspection by an OAMI.
In practice therefore, it may well be more practical for the MAM to undertake the work themselves, using their own established workforce or appointed OAMI. This methodology may well still result in lower costs than undertaking service pipe/ECV alterations.
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