FAQs

1. How do I contact ScottishPower Metering Services?

• If you have a query relating to a meter reading, please phone 0845 270 1016 if you live in the ScottishPower region, and 0845 270 1024 for the Manweb area.
• If you have a query relating to a Statutory Meter Change, please phone 0845 270 0201 if you live in the ScottishPower region, and 0845 270 0892 for the Manweb, Norweb and Swalec regions.
• If you are an energy supplier and have a general metering query, please phone 0845 270 0024.
• If you are an energy supplier and have a query relating to industry flows, please phone 0141 565 9000.
• All our helpdesks are open 08.30 to 17.00 Monday to Friday.
• If you think your meter has been interfered with or you have information on meter tampering, please contact our Revenue Protection hotline on 0845 271 1221.
• If you are a domestic customer, you can submit your meter reading on this web site. For all other enquiries, please look at the other questions or contact your energy supplier. You will find their name and contact details on your last bill.

2. How do I recognise a ScottishPower Metering Services meter operative?
They wear ScottishPower MSO uniforms and have a ScottishPower MSO identity card with their photo on it.

3. How can I check the identity of a ScottishPower Metering Services meter operative?
Their identity card has a phone number, which you can call if you are unsure.

4. Can my meter be changed?
To find out, please contact your energy supplier. Please note that there may be a cost for replacing your meter. Costs vary by service provider and you should check this with your energy supplier before agreeing to have the work carried out.

5. Is my meter faulty?
If you think there is something wrong with your meter, please contact your energy supplier to get it checked. Please note that there may be a cost for inspecting your meter. If your meter is found to be not faulty, you may have to pay this cost. Costs vary and you should check this with your energy supplier before agreeing to have the work carried out.

6. I suspect meter interference
If you think your meter has been interfered with or you have information on meter tampering, please contact our Revenue Protection Team. You can do this via e-mail at revenue.protection@scottishpower.plc.uk or phone our dedicated Revenue Protection hotline on 0845 271 1221.

7. What should I do if there is a power cut?

• Check whether your neighbours have the same problem.
• If not, check your trip switch (if you have one).
• If it has tripped, switch off all electricity equipment and reset the switch.
• If that does not work, contact your electricity supplier

8. Who should I contact about a power cut and damaged or dangerous electricity equipment?
Your point of contact is dependent on where you live. Phone numbers for all areas are shown below.

9. What should I do if I smell gas?

• Open doors and windows.
• Do not use electrical appliances, light switches or naked flames.
• Turn off the gas at the emergency control valve by the meter. It is off when the rigged line on the spindle is across the pipe.
• Phone the National Grid emergency service on 0800 111 999 (24 hours).

10. How do I read my electricity meter?
To read a single rate digital style meter, simply write down the numbers from left to right including any leading zeros. You should ignore any digits in red or that appear after the decimal point.
You may have 2 rows of figures if your electricity is supplied on an Economy 7/White Meter Tariff. One row is for the lower priced night-rate electricity - it is marked LOW or NIGHT. The other is for the day rate - it is marked NORMAL or DAY.
To read a two rate digital style meter, simply write down the numbers from left to right including any leading zeros firstly for the LOW/NIGHT rate and then to get the NORMAL/DAY reading, keep pressing the display test button until the next reading appears. Also write down the number from left to right and include leading zeros.
To read a dial meter, write down the readings from left to right, ignoring any dials in red, and including any leading zeros. Start with the highest unit first. Always write down the number that the pointer has just passed. This is not always the nearest number to the pointer. If the pointer is anywhere between, say, 4 and 5 then you need to write down the 4.
If the pointer is directly over the number 4 and the next dial (to the right) is between 0 and 1, write down 4.
However if the pointer is directly over the 4 and the next dial (to the right) is between 9 and 0, you should write down 3.

11. How do I read my gas meter?
Imperial domestic meters have 4 main digits excluding the digits in red (or any after the decimal point). To read your imperial digital style meter, simply write down the numbers from left to right including any leading zeros. You should ignore any digits in red or that appear after the decimal point.
Metric domestic meters have 5 main digits excluding the digits in red (or any after the decimal point). To read your metric digital style meter, simply write down the numbers from left to right including any leading zeros. You should ignore any digits in red or that appear after the decimal point.
To read a gas dial meter, write down the readings from left to right from the bottom row of dials only and including any leading zeros. Always write down the number that the pointer has just passed, this is not always the nearest number to the pointer. If the pointer is anywhere between, say, 1 and 2 then you need to write down the 1.
If the pointer is directly over the number 4 and the next dial (to the right) is between 0 and 1, write down 4.
However if the pointer is directly over the 4 and the next dial (to the right) is between 9 and 0, you should write down 3.