Firstly, get in touch with us as soon as you can call us on 0300 30 30 635 or email firstname.lastname@example.org. These can be a bit trickier to sort out than an incorrect normal meter reading, so the sooner the better.
If we didn’t receive any opening readings from you and you think that the ones sent through by your old supplier when you joined were incorrect then we’ll need to estimate back to what it should have been. To do that, we need to get a few regular monthly readings from you. We’ll then use these to estimate back to what it should have been when you switched with us based off typical usage values. We then need to get your previous supplier to agree to them, which can take a little bit of time.
Incorrect opening readings can occur if you don’t give us a meter reading within 5 days of your switch date (about 3 weeks after you sign up with us). If we don’t get one then the industry will estimate one for us and we have to use that instead.