FAQ's

FAQ Energy Suppliers

• The customer is quoting a GT000 number for their meter serial number but I cannot find this on the website?

  The GT number relates to our old system. This cannot be used to search on our website. The serial number or address should be used to search.

• Why is GTC not able to give shippers supply information verbally?

  Industry agreements such as SPAA and IGT UNC govern the use of information readily available via SCOGES/GTC website prior to raising an on-line query.

• What is the difference between an MPAN and MPRN?

  MPAN stands for Meter Point Administration Number and refers to electricity only and MPRN stands for Meter Point Reference Number and refers to gas only.

• What is a crossed meter query?

  When the meters details that have been reported differ from the details that GTC hold, it is possible that the customer has a crossed meter situation. This is almost always an administrative error and not a physical problem with the meter. To try and resolve this it is best to confirm the plot number, the postal address and the meter serial number.

  If you are a supplier you will need to raise an on-line query.

  If you are the End User you can contact our GTC Customer Services team on 01359 243311.

• How long does it take for you to resolve a query?

  We aim to resolve queries within the following targets set out in the standards of service:

  • 35% of queries Within 4 days
  • 90% of queries Within 10 days
  • 95% of queries Within 15 days
  • 100% of queries Within 40 days

• What is the difference between a plot number and house/flat number?

  A plot number is usually assigned by the developer whilst building the properties because in the initial stages the addresses have not been assigned by the local council. The plot number may not necessarily be the same as the house or flat number.

• Who do I go to if I need a gas meter exchange conducted? How do I book exchanges/accuracy tests?

  If you are the supplier you will need to complete the relevant form below and return it to ops@gtc-uk.co.uk

  • Service Alteration Form
  • Gas Meter Exchange Supplier Request

  If you are the End User you should contact your gas supplier.

• How do I find out if we supply gas to a particular property?

  Refer to the Shipper Services portal user guide Meter Point Search Facility User Guide.

• How do I raise a query?

  Refer to the Shipper Services portal user guide Meter Point Search Facility User Guide.

• What do I do if the serial number I’m looking for is not on your system?

  In this instance please check alternative databases such as SCOGES as this supply point may not be GTC’s. A further search of the address on our database may help, along with confirmation from the end user if there is an indication of meter ownership on the gas meter. The Create Free Query tab is for raising a query where the information you have returns no matches and should only be used after attempting to search by MPRN, network number, serial number or postcode. This tab allows you to raise a query to GTC where you would otherwise be unable to do so.

• I have submitted a free query but I have received a response saying that it is invalid, even though this is a valid challenge

  If you have provided the MPRN, MSN or postcode in your free query your query will be rejected as invalid because the free query option should only be used if the details cannot be located via the website or if a query cannot be raised on the MPRN via the question mark.

• Where is the shipper services portal user guide located?

  The user guide is Meter Point Search Facility User Guide. 

• Why has Shipper Services portal not allowed me to log on?

  The account has possibly been disabled due to incorrect password entry; you will need to contact your appropriate password custodian to arrange for this to be enabled as responsibility regarding passwords has been passed to the custodian.  

• How should I chase an online query?

  Once your query is resolved, you will receive an email notification. In line with the Standards of Service document, GTC aim to resolve all queries within 40 business days. If you have not received a response after 15 working days, please send an e-mail to meterqueries@gtc-uk.co.uk quoting the query reference number. Please do not raise another online query to chase an outstanding query as this will be classified as an invalid query.

• How should we send bulk queries?

  Please refer to the Standards of Service document within the iGT UNC.

• What sort of information does GTC require to update an address which has been updated incorrectly?

  If you believe an address on GTC’s database has been updated incorrectly you will need to confirm with the customer their plot number, meter serial number and full address. You will then need to raise a query via the question mark on GTC’s website. If you have also received plot to postal information from the developer on headed paper or by e-mail, please forward this to meterqueries@gtc-uk.co.uk after you have raised your query. This could assist in speeding up the resolution of your query.