Mismatch on final and opening meter reading - how can I resolve this?

  • 15 March 2018
  • 1 reply

Final reading from old supplier did not match those provided for your first. The electricity is right, but the gas is incorrect. Final bill says I must inform new supplier of the difference. Can you please help?

Best answer by Transparent 15 March 2018, 11:03

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Updated on 30/08/23 by Emmanuelle_OVO


Firstly  - Welcome to OVO and to our wonderful online community!

Great question to ask about the discrepancy you’ve noticed with your readings there. Sounds like you submitted some opening meter readings, but these don’t match up with what you’re seeing on the final statement you’ve received from your previous supplier.

As our switching guide advises, we do encourage you to supply some opening meter readings around the date you switch. Once you submit these readings they are sent off to the energy industry to be  externally checked, so there’s a chance that they may be adjusted slightly by the time you see them on your statement.

If you haven’t already it’s worth checking this final reading matches the opening meter reading we’ve used on your first statement. This statement will be issued within 6 weeks of your switch date and can be viewed on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS).


Click ‘view details’ to see the meter readings

So long as the reading matches (despite not being quite what you submitted) you can be sure you haven’t been double charged for any energy used during your switching period. If the closing reading doesn’t match the opening reading it’s worth reaching out to our Support Team to check which reading was the ‘agreed reading’. If your previous supplier has billed you to a reading that hasn’t been agreed, they must re-issue your final statement to the correct reading.

If there’s a large difference between the readings you supplied and those used on your statement (even if both readings match) we may be able to apply to have them corrected. This process is known as the meter reading dispute process, and depends on the reading being outside of a certain tolerance - read more about this here.

Hope this helps get to the bottom of things and the switching hiccups are sorted quickly!

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