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  • Frequently Asked Questions


  • *0845 and 0870 numbers will cost 7 per minute plus your phone company’s access charge.

    Who is National Grid Metering?
    National Grid Metering is a subsidiary company of National Grid and provide metering services in the regulated gas metering market.

    National Grid Metering’s activities broadly cover the following areas:  

    • Asset procurement and logistics management
    • Meter installation
    • Exchange and removal
    • Customer Service provision


    Is it OK to purchase a meter from a 3rd party e.g. via an internet site?

    The Gas Act 1995 requires every consumer of gas to take their supply through a meter. While it is not an illegal act to purchase a gas meter, careful consideration should be given to the intended use of the meter, as this could lead to a criminal offence being committed.

    Is it OK to ask my gas supplier to remove their meter from my property and for me to arrange for a Gas Safe registered installer to fit my own meter?
    To use gas, you must by law, have a contract in place with a gas supply company.   It is illegal to use gas without a contract with a gas supplier. 
    All gas appliances should be installed by a Gas Safe registered engineer.

    What should I do if I smell gas?
    All Gas escapes should be reported via the National Gas Emergency Service on 0800 111999

    I would like to move my gas meter to another location within my property.

    • Meter moves for National Grid's Network should be directed to Domestic Connections in Northampton on Tel: 0800 0745 788.
    • Northern Gas Networks: (Tyneside, Yorkshire) should be directed to Domestic Activities and Non-Domestic Tel:0870 300 7677.
    • Wales and West Utilities: This includes Wales and South West (Devon, Cornwall, Somerset) should be directed to Customer Services team on Tel: 0870 165 0597.
    • Southern England and Scotish Gas Networks Tel: 0845 026 0015.          


    If you require an amendment to pipework from the mains in the street to your property (the meter) please contact the Domestic Connections team at National Grid Metering Gas on Tel: 0870 9039999 to discuss your requirements.

    I have a general enquiry regarding my gas meter - who should I contact?
    Please contact your gas supplier.  If they cannot help, please call the help line on 0845 6066766

    The meter box at my property is broken and needs repair or replacement.

    You can discus issues related to your meter box by contacting one of the following numbers relating to your area:

    • Northern Gas Networks:  0870 300 7677
    • Wales and West Utilities:   Meter box team directly on 02920 278637
    • Southern England and Scotish Gas Networks:  0845 026 0015


    I have a general enquiry about my electricity meter - who should I contact?
    Please contact your electricity supplier for any enquiries about your electricity meter.

    I have a question regarding the Policy Meter Exchange letter you have sent me?
    Please call the help line on 0845 6066766

    I would like to arrange a meter accuracy test.
    Meter accuracy test can be arranged by contacting your gas supplier.  They in turn raise a job with us to carry out an (OFMAT) accuracy test.

    I would like to arrange a new gas connection to my property.

    New connections are dependent on your property's location. You can request a new gas connection via your gas supplier or by contacting one of the following Gas Transporters:

    Location - Gas Transporter - Contact Number

    • East of England - National Grid - Tel: 0800 0745 788
    • London - National Grid - Tel: 0800 0745 788
    • North of England - Norther Gas Networks - Tel: 0870 300 7677
    • North West - National Grid - Tel: 0800 0745 788
    • Scotland - Scotland Gas Networks - Tel: 0845 026 0015
    • South of England - Southern Gas Networks - Tel: 0845 026 0015
    • Wales & West - Wales & West Utilities - Tel: 0870 165 0597
    • West Midlands - National Grid - Tel: 0800 0745 788



    How do I find out who my gas supplier is?
    You can find out who your gas supplier is by contacting the following department:

    Meter number requests on Xoserve on 0870 6081524


    I would like to re plan a meter exchange that you arranged as part of the Policy Meter Exchange programme.
     
    Please complete the online form
     
    If you have any problems with the form, then please contact box.gccpmereplan.metering@uk.ngrid.com

    Who do I contact if I wish to use National Grid Metering to provide meter asset management (MAM) services?
    Please send your enquiry to: LCP@uk.ngrid.com.

    I would like to permanently remove the gas connection and meter from my property.
    The permanent removal of a gas supply from your property can be arranged by contacting your gas supplier.  They will arrange your final bill and for the appropriate work requests to be carried out at your property.
      

    What do I do when I move property?
     
    A. When you move out of a property, note the meter reading and inform your supplier of the reading and that you moved out on a specific date.

    B. When you move into a new property, take down the meter reading and whoever you wish to supply your gas, call them and explain you have just moved into this property, on this given date,  this is the meter reading and you would like them to supply your gas.  The gas supplier will do the rest.  Contact the present gas supplier (if different) and National Grid that they are the new supplier to this address and gas meter with MPRN. (Meter point reference number)

    C. They will ask for a meter reference point number which is on the gas meter.

    D. If you phone a gas supplier and they are not the present gas supplier for that property they should advise to call the MRN number telephone number 0870 608 1524, which will provide people with a MRN and or the present gas supplier.

    E. If you move into a property and have NOT been billed for your gas usage, any back dated charges the gas supplier will charge the present occupier unless you can prove when you moved into the property, or they may try to find the previous occupier.  Hence the importance of taking the meter reading and informing the gas supplier you are moving out or have just moved in.

    I have a complaint regarding a domestic gas meter issue.
    Please contact the Metering Complaints Team at meteringcomplaints@uk.ngrid.com

     

    I have a complaint regarding an Industrial & Commercial gas meter issue.
    Please contact the Metering Complaints Team at icmeteringcomplaints@nationalgrid.com  


    I have a card meter and no gas - what should I do?
    Please contact your gas supplier.  If they cannot help, please call the help line on 0845 6066766

    I have recently had a meter exchanged and the engineer damaged the meter box.
    Please contact the Metering Complaints Team at meteringcomplaints@uk.ngrid.com

    I have had a gas meter changed and would like to know the reading from the old meter.
    Please contact your gas supplier.  If they cannot help, please contact the Metering Complaints Team at meteringcomplaints@uk.ngrid.com