Got a question? We’re here to help.

The meters chosen by UGP are the latest in metering technology, these meters have an excellent record for solid performance. In the unlikely event of a meter being faulty then you will need to contact us and our metering partners will send an engineer to investigate the problem.

The Smart Metering partner that we use will give you an indication of the expected down-time prior to the installation process so you can make the necessary arrangements. They will work with you for the most convenient time that will have the least disruption to your business.

• On average the downtime will be between 1-2 hours.

Yes, you will be able to read your meter, there is a display that shows a cumulative reading.

There are two types of smart meter: first and second generation. These are also referred to as SMETS1 and SMETS2 smart meters. SMETS stands for Smart Metering Equipment Technical Specification. Energy companies are currently installing second generation smart meters (SMETS2). These are automatically connected to the central wireless network which should mean they can be operated by all energy suppliers and allow switching to another supplier.

When energy companies began installing smart meters several years ago, they fitted first generation (SMETS1) smart meters. More than 15m of these were fitted, making them the more common kind of smart meter at the moment. These meters will be enroled into the DCC (Data Communications Company) in the near future. The DCC manage the communications network that send us your meter read.

AMR availability depends on your business classification and existing metering setup.

Non microbusiness customers can opt to have either a smart meter or an AMR fitted. If you are a microbusiness customer we can only install or replace your existing meter with a smart meter at your premises

You are under no legal obligation to have a smart meter installed. We are obliged to offer one to you and to explain the benefits a smart meter can bring. Also you will miss out on the many benefits of having a smart meter installed.

Automatic Meter Reading (MAR) provides a remote meter read without the need for a physical visit. An AMR uses similar technology to a smart meter to transmit consumption data to us.

Replacing RTS (Radio Teleswitch) meters: What you need to know

We are committed to ensuring a smooth and seamless transition for our customers as Radio Teleswitch Service (RTS) meters are phased out.

Starting on 30th June 2025, the process of retiring the Radio Teleswitch infrastructure will begin in stages, gradually moving across different areas of the country. This phased approach has been designed with care to ensure minimal disruption, giving customers time to make the necessary changes and stay comfortably in control of their energy usage.

As your energy supplier, we recognise the importance of replacing these older meters with smart meters to avoid any disruption to your energy services.

Why are RTS meters being replaced?

Your RTS meter currently relies on longwave radio signals to automatically switch between peak and off-peak times. While this technology is reaching the end of its operational life, the government has stepped in to ensure a carefully managed, phased transition away from these signals, with the first stage of the shutdown beginning on 30th June 2025.

To ensure your energy service remains seamless and to proactively support this industry-wide update, we are replacing all RTS meters with modern smart meters. This ensures you’ll continue to benefit from accurate billing and flexible tariffs without disruption.

Our approach to replacing RTS meters

We are working closely with our Meter Operator Managers (MOPs) to identify and replace all RTS meters in our customer portfolio. We are actively reaching out to all affected customers to explain the phase-out, the potential impact on energy services, and how we plan to ensure a smooth transition.

What you can expect from us

Communication and engagement: Our MOPs will contact all RTS meter customers by 31st December 2024. We will provide clear, easy-to-understand information about the RTS phase-out, explain how it affects you, and set up an appointment for your meter upgrade. If you don’t schedule your initial appointment, our MOPs will reach out by email or phone. We want to make sure you understand the importance of upgrading your meter soon, well before the RTS shutdown.

Next steps and how to contact us

If you have any questions or need further assistance, please contact our customer service team at [email protected] or call us on 0800 669 6697. Our dedicated team is here to support you and ensure that you receive all the help you need during this transition.

Accessing Metering Data

What are you trying to do?

I want to access my own meter data

• Go to requesting access to your data

I am a third party (consultant/broker)

• Go to Third-party access for meter data

Accessing your metering data

Automatic Meter Reading (AMR) and Smart Meters (SMETS2) enable customers to easily access detailed energy consumption data. From 1 October 2024, UGP will provide meter data recorded at intervals depending on your meter’s configuration.

If you request meter data for a period before this date, please note that some data may not be available due to technical reasons. In such cases, we will provide the earliest accessible data.

This data service is available to customers with AMR or SMETS2 meters. Before granting access, we will validate your request to protect your information. If you do not have these meters, please contact us for further assistance.

As always, your monthly invoice will reflect your energy usage, and you can view this information through our customer portal at any time.

Requesting access to your data

To access your meter data, please follow these steps:

1. Download the Data Access Request (DAR) Form: Click here to download the form.
2. Complete the Form: Provide the following information:
   • Full Name
   • Company Name (Full legal name)
   • UGP Account Number(s) (Located on your invoice or customer portal)
   • Meter Number(s) (Found on your invoice or customer portal)
   • Email Address (For communication regarding your request)
3. Submit the Form: Email the completed DAR form to [email protected].

What Happens Next?

• Verification: Our Customer Services team will verify your details to ensure you have the appropriate access rights to the specified meter point.
• Processing: Upon successful verification, you will receive an invitation to access our Power BI platform. Please note that this invitation grants you access to the portal, but your data may not be available immediately.
• Accessing the Data: Follow the instructions in the invitation to log in to the platform, where you can view and download your energy consumption data once it becomes available.

Additional Information

• Data Security: To protect your information, we will verify your identity and association with the account before granting access.
• Support: If you encounter any issues accessing your data or have questions, please contact our Customer Services team at [email protected] or call 0800 669 6697.

Third-party access for meter data

If you are a third party (e.g. an energy management provider or consultant) requesting access on behalf of a customer, please follow these steps to ensure smooth processing:

1. Obtain Customer Consent – You must have explicit permission from the customer (e.g., a signed Letter of Authority (LOA)). Click here to access the LOA form.
2. Verify Your Relationship – Provide proof of your authority to act on the customer’s behalf.
3. Submit Required Documents – Include all necessary documentation with your request.
4. Approval Notification – Once approved, you and the customer will be notified.
5. Access Data – Submit your data request using the form above.

Important:

You must provide your company or personal details and proof of authority to act on behalf of the customer. A valid email address is required for communication.

We take data privacy seriously, and all data shared with you must only be used for the purposes outlined in your request. Sharing this data with other parties requires further customer consent.

Processing your request

We will review your request to confirm that all documentation is in place. If approved, both you and the customer will be notified. If your request is denied, we will inform you of the reason.

• Approved data will be provided for the duration specified in your request. After this period, you must submit a new request to extend access.
• For compliance and transparency, all requests and data access are logged.

If you have any questions or need assistance, please contact our Customer Service team at [email protected] or call us on 0800 669 6697.

Important information

For UGP customers with Smart or AMR devices, accessing your meter data is simple. However, to ensure your data remains secure, we must verify your request before granting access.

Starting 1 October 2024, we will begin providing meter data. Please note that data prior to this date may not be available due to technical limitations. If we cannot provide the full 12-month data requested, we will supply data from the earliest accessible date.

To protect your data, we will verify your identity and association with the account before granting access. Your monthly invoice will continue to show energy usage details, which can also be viewed anytime via our customer portal.

Further FAQs

General Questions

What is the Data Access Request (DAR) process? The DAR process allows you and/or your authorised third party to request access to your smart meter data. You’ll need to complete an online form and provide your meter point number(s), company name, email address and once verified by us, you’ll receive access to the required data.

How can I request access to my smart meter data? See the “Requesting access to your data” section above to download the form.

What information do I need to provide on the DAR form? You will need to provide:

• Your full name
• Your meter point number(s)
• Your account number(s)
• Your company name
• Your email address

Who can access the data? Only the verified account holder or a third party with appropriate authorisation (e.g., a broker or third-party with a Letter of Authority) can access the data.

Access and Usage

How do I access the report once I have submitted the DAR form? After your request is approved, UGP will send you an invite which you will need to approve. If you have a non company domain name like a gmail/yahoo or outlook address you will be required to input a 8 digit code that gets sent to your email address. You will have to do this security check every 24 hours. Your email address will be added to our secure systems, and you will receive an automatic link to access your data. You can bookmark this link for future reference.

What if I can’t log in to the portal?

• Check your email’s spam or junk folder for the invite link.
• Verify you’re using the correct email address provided in the DAR form.
• If issues persist, contact our Customer Services team at [email protected] or call us at 0800 669 6697.

What happens if I require multiple users to access the data?

If you need multiple users to access the data, you can request additional licences during the DAR submission process. Ensure you provide the email addresses and relevant details for each user. Approval and setup for multiple users may require additional time by us of 48 hours.

Can I access the portal on mobile devices? Yes, but for the best experience, we recommend using a laptop or desktop computer. Mobile access may require additional zooming for clear visibility.

How can I export my data? In the report portal:

• Locate the three dots in the top-right corner of each table or graph.
• Click “Export Data” and choose your preferred format (e.g., CSV).

Troubleshooting

What should I do if I can’t see my meter data?

• Ensure the meter is correctly assigned to your account.
• Contact Customer Services if the issue persists. They will guide you on resolving the problem.

What happens if my contract ends?

• Access to your data through our portal will end.
• After this period, your account will be deactivated, and you will no longer have access to the portal.

Licensing and Compliance

What happens if I change suppliers?

1. • Access to your data through our portal will end.
   • Contact your new supplier for access to ongoing meter data.

Don’t have an AMR or SMETS?

If you don’t have an AMR (Automatic Meter Readings) or SMETS2 meter, you’ll need to upgrade your current meter. This ensures accurate billing and allows automatic readings, eliminating the need for manual submissions and estimated bills.

At United Gas & Power, we offer AMR and smart meter installations to help businesses manage energy use effectively. These meters provide accurate, remote readings, helping you tracks consumption, control costs and contribute to reducing carbon emissions. Our SMETS2 meters can also be read by any supplier, even if you switch.

To upgrade, visit the Smart Meter Registration on our website and follow the steps to request a new meter. Our team will schedule the installation at a convenient time and this service comes at no extra costs. For more details, check our FAQs or contact our support team at [email protected] or call us at 0800 669 6697.

Eligible customers will be contacted to arrange a convenient installation appointment.

We will contact you with the time and date of your Smart Meter Installation, should you wish to change this please let us know at the earliest possible time.

The installation of the Smart Meters are subject to the standard terms and conditions that are related to supply and installation.  This offer will only be available for business electricity consumers who have their electricity supplied by United Gas and Power, this is subject to contractual acceptance by UGP and the metering partners.

For more information please visit our Smart Meter page.

Smart meters give both you and your energy provider accurate and regular updates on how much electricity and gas you use. Like traditional gas and electricity meters, smart meters measure your energy use.

• The main difference is that they automatically send this information over wireless networks to your supplier.

Readings are transmitted securely without any action required from you.

The Smart Meters will record electricity consumption data, it will then store this information on a database for a period of up to a year.

The whole process is automatic, using GPRS technology the meter will be dialled and the information extracted and sent to us, you do not need to do anything at all, there is no need to read the meters.

There is no upfront installation charge for existing customers

The installation of a smart meter is free for all existing customers with UGP. Smart meters will be paid for through your energy bills like we do for AMR meters.