Once a customer is registered with a supplier, they are automatically given access to an online account.
This is:
Standard industry practice
An Ofgem requirement
The default method for account management
Paper billing is no longer the default position.
As a result, every customer already has the ability to submit meter readings themselves, either via an online account or a supplier mobile app.
Submitting a meter reading through the supplier’s online account:
Updates the account immediately
Reduces estimated bills
Prevents billing corrections later
Is significantly faster than any intermediary route
For context:
A BOS-raised supplier ticket typically takes 5–10 working days to be acknowledged, sometimes longer
A customer can submit a meter reading themselves in under 30 seconds
This is why self-submission is the normal and expected route.
Once registered, the customer logs into their supplier account and submits the reading directly.
This is the fastest and cleanest method.
If a customer asks for help, brokers may guide them through the process or submit the reading with the customer present.
BOS does not hold or request customer login details.
BOS can raise supplier tickets; however:
Suppliers do not prioritise these
Response times are slow
The same result is achieved instantly via the customer’s account
For routine meter readings, raising tickets adds delay rather than value.
This is a process decision, not a refusal of responsibility.
Raise a ticket only if:
The customer cannot access their online account after registration
The supplier is rejecting valid readings
There is a suspected meter fault or data error
If raising a ticket, include:
Supplier
MPAN / MPRN
Meter type
Clear explanation of the issue
📌 Bottom line:
Meter readings are designed to be submitted directly by the customer once registered.
This is faster, compliant, and avoids unnecessary delays for everyone involved.