Your questions, answered.

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 cs@ugp.co.uk.

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 cs@ugp.co.uk 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 cs@ugp.co.uk 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? Visit the Smart Meters section on our website and click the link to the Data Access Request (DAR) Form. Fill in the form and submit it. The request will be processed within 48 hours. Click the link to complete the DAR form: https://www.ugp.co.uk/support/faqs/smart-meters/

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.

Click the link to complete the Letter of Authority if you are a broker or third-party: https://www.ugp.co.uk/support/faqs/smart-meters/

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 cs@ugp.co.uk 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.

Contact Information

Who do I contact for support? For issues or questions, please contact our Customer Services team at cs@ugp.co.uk or call us at 0800 669 6697.

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 cs@ugp.co.uk or call us at 0800 669 6697.