An overusage warning is a helpful notification we send to keep you informed about your energy consumption. It lets you know when your usage is higher than expected or when you’re approaching a set threshold — such as your budget or projected annual allowance.
These alerts are designed to help you stay in control of your energy costs and avoid unexpected high bills.
How We Calculate Your Usage
Your energy usage is based on your meter readings.
The accuracy of your overusage warnings depends on how we receive that data.
1. Smart Meter Customers
If you have a smart meter, your readings are sent to us automatically and regularly (usually monthly).
✅ This means:
Your overusage warnings are based on real-time data.
You receive accurate and timely alerts that reflect your actual energy use.
You can track changes in your energy habits immediately.
You’ll receive up to three usage warnings if you’re consistently overusing before any increase or surcharge is applied to your monthly payments.
2. Customers Who Submit Monthly Readings
If you manually submit your own readings — ideally once a month — your warnings will also remain accurate.
✅ To ensure accuracy:
Submit readings around the same date each month.
Avoid long gaps between submissions, as this can make your usage estimates less reliable.
You’ll then receive accurate and timely alerts that reflect your actual energy use.
Like smart meter users, you’ll receive up to three usage warnings before any payment increase or surcharge.
3. Customers on Estimated Billing
If your account is billed using estimated readings, your overusage warning may not reflect your real energy usage.
⚠️ This can happen because:
We don’t have up-to-date meter data.
Estimates are based on your past usage, not your current habits or seasonal changes.
Estimated readings can be higher or lower than your actual usage.
This may sometimes lead to a payment increase or surcharge without prior warnings.
Common Issues and How to Fix Them
If your warnings don’t seem accurate, here are some possible reasons and solutions:
Potential Issue
| Explanation
| How to Fix It
|
Estimated Readings | Warnings are based on estimated data, not actual usage.
| Submit a meter reading from when you moved in and an up-to-date reading. You can also request a smart meter installation. |
Outdated Readings | Previous underusage was based on estimates. Actual usage was later updated with a customer reading. | Reduce usage and ensure regular monthly readings for accuracy.
|
Change in Household Usage | Increased use of heating, appliances, or new occupants.
| Increased use of heating, appliances, or new occupants.
|
Smart Meter Communication Issue | Your smart meter may not be sending data regularly.
| Check your billing to see whether you’re being charged based on estimated or actual readings. You can also view this in your online portal, under the relevant Meter Reading section. If your account is using estimates, please submit up-to-date readings to ensure accuracy.
|
How to Ensure Accurate Overusage Warnings
To make sure your usage alerts are as accurate as possible:
✅ Install a smart meter for automatic readings.
✅ Submit regular monthly readings if you don’t yet have a smart meter.
✅ Confirm your initial meter reading from when you moved into your property — this ensures you aren’t charged for a previous resident’s usage.