FAQ

A list of the most commonly asked questions is below which we hope will help to answer any queries or concerns you may have. If you don't find what you're looking for or would like to know more, please call our Customer Contact Centre on 0845 606 6588.

Why is my meter being changed?

Why is/isn't my neighbour's meter being changed?

Will it cost me anything when you replace my meter?

Do I need to be at home?

How long will it take?

Can I change my appointment time and date?

Do I need to do anything before my appointment?

Is it safe to keep my boiler and cooker on whilst the gas meter is being changed?

Do I have to turn off my satellite receiver and computer whilst the electricity meter is being changed?

Can I have the meter moved?

I don't think my meter is working properly, what should I do?

Can you replace my broken meter box?

Who can I call if I have any queries after you have undertaken work on my meter?

How will I know the meter worker is genuine?

Any other questions?



Why is my meter being changed?
All gas and electricity meters have a certified life, after which they must be exchanged for a new one. It is important that your meter is replaced to ensure its continued accuracy and safety.

Why is/isn't my neighbour's meter being changed?
OnStream works on behalf of energy suppliers to exchange and repair meters as and when necessary. The energy supplier will advise OnStream as and when it would like a specific meter to be replaced.

Will it cost me anything when you replace my meter?
No. Neither OnStream nor your gas/electricity supplier will charge you for replacing your meter.

Do I need to be at home?
Yes. You or a representative will need to be present whilst your meter is replaced or repaired.

How long will it take?
In most cases we would expect the work to take around 30-45 minutes.

Can I change my appointment time and date?
Yes. If the appointment time we have given is not convenient for you, please call our Customer Contact Centre on 0845 606 6588 to rearrange for a more suitable time. We can reschedule the appointment while you are on the phone.

Do I need to do anything before my appointment?
So as to minimise time and disruption, it is helpful if the meter is accessible and all obstructions are moved for when the meter worker arrives.

Is it safe to keep my boiler and cooker on whilst the gas meter is being changed?
No, in order to change your meter we will need to temporarily turn off your gas supply. Therefore, it will be necessary for your gas boiler and cooker to be turned off whilst the work is carried out.

Do I have to turn off my satellite receiver and computer whilst the electricity meter is being changed?
Yes, to avoid loss of data or damage to sensitive equipment, we recommend that all electronic equipment, including computers and satellite receivers are shut down safely and turned off at the wall.

Can I have the meter moved?
If you would like your meter moved then you should contact your energy supplier directly to ask for a quotation.

I don't think my meter is working properly, what should I do?
In this instance, you need to contact your electricity or gas supplier who will be able to help with this.

Can you replace my broken meter box?
You need to contact your electricity or gas supplier who will arrange for the repair to be made.

Who can I call if I have any queries after you have undertaken work on my meter?
If you have any issues or feedback after the work at your property has taken place, please contact our Customer Contact Centre who will be pleased to help. All our meter workers are given intensive training and OnStream's aim is to ensure we deliver an optimum service to you with the minimum of disruption and inconvenience. After completing work on your meter, our meter worker will endeavour to relight the main appliances, however, if there was an existing fault you will need to contact a CORGI registered engineer to repair this. For a list of local CORGI registered engineers in your area please call the CORGI hotline: 0870 4012300 or go to www.corgi-gas-safety.com.

How will I know the meter worker is genuine?
OnStream employs a number of different organisations throughout the country to do this work on its behalf. The meter worker who attends your appointment will carry an official OnStream identification card. As with all callers to your home, you should check this identification carefully before allowing them to enter. If you have any doubts that the meter worker is genuine the identity can be checked by calling our Customer Contact Centre on 0845 606 6588.

Any other questions?
If you have any other questions please call our Customer Contact Centre on 0845 606 6588