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Frequently asked questions

Q. I’m concerned about Coronavirus/Covid-19.

A. As a provider of essential services, National Grid has kept working throughout this unprecedented period under strict health and safety measures to protect our people and the wider community. We comply with all the latest Government guidance, please view our website for further information.

Q. When you come to my property, will your engineer wear a face mask?

A. Yes. Our engineers will always wear appropriate personal safety equipment which includes face mask and gloves.

Q. I am shielding, self-isolating or consider myself as

A. Please contact us and we will discuss the options with you.

Q. Can I say no to a replacement gas meter installation?

A. No. National Grid has a legal obligation to make sure your gas meter is working safely. If you do not allow us to install a replacement gas meter installation, we may seek a warrant from the Magistrates Court to give us access.

Q. Will you provide a Smart Meter?

A. No. We will replace your current gas meter installation with a meter that operates in the same way.

Q. I am not currently using gas and/or my gas meter installation is outside, do you still need to complete the work and/or require access to my home?

A. Yes. The meter will need changing even if not in use. Once we have replaced your meter, we still need to check your home appliances are working safely.

Q. Will this cost anything?

A. No. Our visit and your replacement gas meter installation are free of charge.

Q. How long will it take to replace my gas meter installation?

A. Approximately 45 minutes.

Q. Will this change my gas supplier?

A. No.

Q. Do you offer morning or afternoon appointments?

A. Yes. Please get in touch to arrange this.

Q. Do your engineers carry identification?

A. Yes. All our engineers carry a photo ID card.

Q. Has your meter been changed in the last 5 years?

A. Yes, please contact us and we will discuss this with you.

Q. Do you use third parties?

A. Yes. National Grid uses several Service Partners. Our Service Partners will explain they are working on our behalf.

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To find out more about our Smarter Metering Services complete the simple form below.

Smarter Metering Services

We provide a full range of services to customers across the UK. These include:

Smart Metering (Gas and Electricity)

Delivering Smart Metering across the UK


Domestic Policy Exchange

An in-depth understanding of national energy policies


Reactive & Emergency Works

Committed reactive works and emergency incident response service


Adversarial Warrant Work

Complete range of adversarial/warrant works


Industrial & Commercial Metering

High-level industrial and commercial metering


Industrial & Commercial Gas Connections

Fully managed end-to-end connection service


Downstream Connections & Sub Metering

Full design, capacity load assessment and installation


Data Management & Monitoring

Complete data management and monitoring for gas and electricity

Our Services

Our Accreditations

Our approved directory of Subcontract Infrastructure Provider (UIP’s) they are also accredited multi utility installers, working closely with our contractors have the capacity to work with networks in all environments, areas and locations.

All work is completed to conscientious IGE compliance standards and our engineers are fully accredited, holding Gas Safe and all requisite qualifications.

Each of the projects we undertake is completed under all relevant OFGEM guidelines. This ensures that our work is aligned with consumer interest and completed to the highest standard.

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