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DNOs notifying Suppliers about Crossed Meters

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Summary
The Change seeks to introduce a way for the DNOs to raise a crossed meter issue with the Supplier, in a way that directly feeds into the Supplier’s list of crossed meter issues. The supplier will be required to feed back progress to the DNO who has raised the issue with them, this should be defined as a process within the REC.

Latest update and next planned activity

Date of latest update
Latest Update
28/05/2024 - R0076 has been withdrawn as the issue was addressed through R0121 - SDEP Review Improvements (1) - Process Types. The adoption window is closed.

Impacts Overview

Impacted Consumers
Electricity
Impacted REC Parties and Market Participants
Energy Supplier Distribution Network Operator
Impacted REC Documents
Schedule 30 - Resolution of Consumer Facing Switching and Billing Issues
Impacted REC Services
Secure Data Exchange Service (SDES)
Priority and rationale
Standard

Priority last updated on 29 May 2026

Solution development

No documents available.

There is currently no Change Plan.

Original submission

Change details

Ann Perry - -
7 Oct 2022

Change details

DNOs notifying Suppliers about Crossed Meters
As identified by Section D of Schedule 30 Resolution of Consumer Facing Switching and Billing Issues, there are situations when the DNO becomes aware of a crossed meter issue and passes it on to the supplier for resolution.
However, the code does not stipulate how the DNO should do so, and the current tools have not been adapted. This is because the SDEP does not allow DNOs to raise Crossed Meter issue messages (other than by using General Query messages), nor do DNO have access to the Cross Meter Resolution Portal.
The current situation creates a risk that the issue is not picked up by the supplier as a Crossed Meter issue, and thus not being subject to the resolution standards that should apply (as defined by Schedule 30, section D).
It also means that the DNO has no visibility on how the case it has raised is progressing, when this is relevant to their address management responsibilities. This may also translate into the DNO being unable to keep the customer informed, who approached them in the first place.
To have a way for the DNO to raise a crossed meter issue with the supplier in a way that directly feeds into the supplier’s list of crossed meter issues.
And to make sure the supplier feeds back progress to the DNO who has raised the issue with them as part of the process recommended by REC.
Customers who come to the DNO with this issue are often distressed because they are chased for bad debt/unpaid bill by the supplier for a bill that they, the customer dispute, and for which they have been unable to get any resolution with the supplier’s own customer service. Unpaid bills can have consequences on credit rating, and unresolved crossed meters issue may prevent the customer switching supplier.
Current processes leave the DNO unable to provide any kind of customer service to said customer, beyond giving assurance that they have contacted the supplier.

Related items

No
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No details provided

Impacts

Electricity
Switching experience, Billing accuracy
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Schedule 30 - Resolution of Consumer Facing Switching and Billing Issues
Resolution may have to do with minor changes to the SDEP.
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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Secure Data Exchange Service
May affect Cross Meter Resolution Portal
Energy Suppliers, Distribution Network Operators
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No details provided
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No
No details provided

Priority & timing

Yes
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No details provided
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Activity

Raise alternative Change Proposal
Change Process user guide