Introducing a Process to Provide Updates During Fault Resolutions
Summary
Some customers have had faulty meters for a prolonged period, which impacts billing and settlement, and can prevent customers accessing specific tariffs. Currently the REC only has obligations relating to electricity meter faults, and these do not actually require work to be done to address faults. This issues proposes the introduction a maximum timeframe Fault Resolution deadline to resolve issues around faulty meters.
Latest update and next planned activity
Date of latest update
Latest Update
10/06/2026 - The Code Manager, following an approval to an Update to Plan by the REC Metering Expert Panel, has placed I0197 on hold.
Impacts Overview
Impacted Consumers
Electricity
Gas
Impacted REC Parties and Market Participants
Energy Supplier
Impacted REC Documents
Schedule 14 - Metering Operations
Other Industry Codes impacted
Balancing and Settlement Code (BSC)
Uniform Network Code (UNC)
Priority and rationale
Standard
Priority last updated on 29 May 2026
Solution development
Problem Statement
Consumers have had faulty meters for a prolonged period, which impacts billing and settlement, and can prevent customers accessing specific tariffs.
No documents available.
There is currently no Change Plan.
Original submission
Change details
Amy Crowe-Lamont - -
25 Jul 2024
Change details
Introduce a maximum timeframe Fault Resolution deadline
We are aware that some customers have had faulty meters for a prolonged period, which impacts billing and settlement, and can prevent customers accessing specific tariffs. Currently the REC only has obligations relating to electricity meter faults, and these don’t actually require work to be done to address faults.
Here we suggest that a REC Change Proposal introduces a maximum timeframe Fault Resolution deadline. We acknowledge that fault resolution can be challenging, for example when the customer will not permit access to the property, so understand that any obligations need to be constructed thoughtfully.
Here we suggest that a REC Change Proposal introduces a maximum timeframe Fault Resolution deadline. We acknowledge that fault resolution can be challenging, for example when the customer will not permit access to the property, so understand that any obligations need to be constructed thoughtfully.
We believe this issue impacts both electricity and gas and would therefore assume that any change in this space would be dual fuel.
Ensure that Performance Assurance are able to monitor that the maximum timeframes are being met
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Impacts
Electricity, Gas
Switching experience, Billing accuracy, Ability to pay
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Schedule 14 - Metering Operations
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No details provided
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No details provided
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No details provided
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No details provided
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Central Data Service Provider Further Services
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Energy Suppliers
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Balancing and Settlement Code (BSC), Uniform Network Code (UNC)
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No
No details provided
Priority & timing
No
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No details provided
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Activity
Problem Statement changed to Consumers have had faulty meters for a prolonged period, which impacts billing and settlement, and can prevent customers accessing specific tariffs..
Change Report - Initial Assessment and Change Plan Report has been updated to I0197 - Update to Plan (Pre-Approval) V3.0 (On Hold) 03.06.2026.pdf.
Status has been changed to Issue Review.
james.hardy has been allocated as Lead Analyst.
vaishnsharma has been allocated as SME.