FAQ's

FAQ Householder

• What is the 0800 number on the sticker on my gas meter?

  This is the National Grid freephone number that you should call in the case of a gas emergency. There is a guide for what to do in an emergency which you can access by clicking on the "Emergency Information" button highlighted throughout our website.

• How do I find out who supplies my gas or electricity?

  If GTC is the owner and operator of the gas or electricity network that supplies your home then you can contact our GTC Customer Services team on 01359 243311 in order to obtain details of your current supplier.

  Please have the following details to hand when calling: Meter Serial Number and Owner of the Meter (both found on the meter itself).

• Who do I contact if I have a query regarding my gas or electricity bill?

  You need to contact either your gas or electricity supplier. GTC is a network operator and energy transporter not a supplier and cannot help with this type of query.

• What is an MPRN number?

  An M-Number, or Meter Point Reference Number (MPRN), is a unique number allocated to a household/property. The MPRN helps a gas supplier identify a property and provide account information to you.

• What is an MPAN number?

  Similar to the gas M-Number, the Meter Point Administration Number (MPAN) is a unique reference for your property. The MPAN helps an electricity supplier to identify your property and provide account information to you.

• What should I do if my meter box is broken or damaged?

  The gas meterbox installed in a customer’s house is the property of the houseowner. The prime purpose of the gas meterbox is to protect the gas meter from the weather. Repairs to gas meters that result from prolonged exposure to the weather because they are damaged can be chargeable to the customer.

  Customers can self repair gas meterbox doors or lids by purchasing a replacement door or lid direct from suppliers such as Continental or Mitras Composites.

  Alternatively customers may contact GTC direct on 01359 240363 or email ops@gtc-uk.co.uk who will quote to carry out the work required to repair the meter box.

• My meter is not displaying or is unreadable. What should I do?

  Contact your supplier. They will in turn contact us to arrange a meter exchange.

• My meter box is water logged but still working okay. Do I need to take any action?

  Yes. Please inform GTC by emailing ops@gtc-uk.co.uk or calling 01359 240363 and we will arrange for a site visit to rectifiy the problem.

• My meter is being exchanged. What do I need to do?

  If your supplier has informed you that GTC is going to carry out a meter exchange, the work will be carried out by our contractor. The contractor will contact you within 5 working days of being notified by your supplier to change the meter, and will arrange a suitable exchange date with you.

• I wish to carry out work to a meter or service pipe. How do I go about this?

  Please contact GTC planning team for advice on 01359 240363.

• Can you provide me with a list of gas and electricity suppliers?

  A list of gas and electricity suppliers can be obtained from Ofgem, the energy market regulator, at their website www.ofgem.gov.uk.

• Is there an independent body that takes care of the energy consumer's interests?

  Contact Consumer Focus, the gas and electricity consumer champion: www.consumerfocus.org.uk

• How do I find out I am connected to a GTC network?

  To find out if you are on a GTC network, you can

  • Contact your supplier.
  • See the reverse of your utility bill.
  • See if the label on your gas meter states “Property of GTC”.

  If we are the owner of the gas and/or electric network you can contact our GTC Customer Services Team on 01359 243311 for MPRN and supplier enquiries”.