Meters are the starting point for everything billing-related. When a customer calls about a high bill, an estimated charge, or an unexpected reading — understanding how meters work gives you the foundation to help them confidently. This article covers the basics: what meters do, the different types you'll encounter, and why accurate readings matter so much.
What does a meter actually do?
A meter measures how much energy a property uses. For electricity, it records consumption in kilowatt-hours (kWh). For gas, it records the volume of gas used — either in cubic metres (m³) or cubic feet (ft³) — which is then converted to kWh for billing purposes.
Every property supplied by Good Egg Energy has at least one meter. Some properties have both a gas and an electricity meter. The readings from those meters are what we use to calculate a customer's bill — so accuracy matters enormously.
Types of meters
Standard (credit) meters
The most common type. They record cumulative energy use and display a running total. Customers are billed based on the difference between their current reading and their previous one. If a customer doesn't submit a reading, we may issue an estimated bill.
Smart meters
Smart meters send readings to us automatically — usually every 30 minutes — so customers don't need to submit readings manually and estimated billing is largely eliminated. They also give customers access to near real-time energy data via an in-home display (IHD) or online account. See Understanding smart meters for a full guide.
Prepayment meters
Prepayment meters require customers to pay for energy in advance, usually by topping up a key, card, or smart app. If a customer runs out of credit, their supply may be interrupted. Customers on prepayment meters are among our most vulnerable, so it's worth familiarising yourself with our Vulnerabilities guidance too.
Economy 7 / time-of-use meters
These meters have two registers — one for peak hours and one for off-peak hours (typically overnight). Customers on Economy 7 tariffs benefit from cheaper overnight electricity, often used to heat storage heaters or charge electric vehicles. Bills will show two separate consumption figures.
Why accurate readings matter
When a meter reading is missing, incorrect, or significantly different from what's expected, it creates problems down the line — estimated bills, billing disputes, and frustrated customers. Accurate, timely readings mean:
- Bills reflect what a customer has actually used
- Direct debit amounts stay appropriate
- Account balances don't drift into large credit or large debt
- Dispute volumes stay low for everyone
As an agent, you'll often be the person who catches a reading problem early — either because a customer flags it, or because something looks off in Kraken. Trust your instincts. If a reading seems unusually high or low, it's worth investigating before the bill goes out.
Meter identification
Every meter has a unique identifier. For electricity meters this is sometimes called a meter serial number (MSN), visible on the front of the meter itself. For gas meters, a similar serial number applies. These numbers are used to match readings to the right account and supply point — essential when a customer has recently moved, or when there's any doubt about which meter belongs to which property.
