A Meter Exchange appointment or ‘MEX’ involves replacing your current meter with a new one to ensure accurate measurement of energy consumption.
The process includes a scheduled Stark engineer visit, where they will disconnect the gas/power, remove the old meter and install a new one. Once fitted, they will then test to verify it’s functioning correctly before activating it to continue recording energy usage for billing purposes.
In many circumstances, your current supplier may refuse Stark to ‘adopt’ the meter; this means they are unable to read your data and provide information about your usage. This is one of the most common reasons for an exchange, as a new meter which Stark can dial into and obtain data needs to be put in place.
Other reasons include if your current meter is incompatible with Stark’s technology; in this scenario, even if you have had a new meter recently, you may still need an exchange appointment.
There will be a period of time when your meter will have to be shut off to allow this exchange to take place. The approximate downtime is stipulated in the appointment details.
Please note:
This type of appointment is more often for your gas meter but can also occur for an electric meter. If this is for your gas supply, there will be a secondary appointment to install a logger. For more information about loggers, please read below.
This type of appointment always follows a gas meter exchange. It involves installing a data logger to monitor and record gas usage over time. During the appointment, a technician attaches the logger to the meter without interrupting your gas supply.
The device collects consumption data, which is sent to your supplier and analysed at a later date in order to make better decisions that will help save you money and reduce wastage.
Electric meters, particularly smart meters, use SIM cards to communicate usage data remotely to the energy provider. These SIM cards function similarly to those in mobile phones, using mobile networks to send readings, allowing for automated billing, real-time monitoring, and remote troubleshooting without needing manual meter readings.
A SIM exchange appointment for an electric meter involves replacing the SIM card to enable Stark to communicate with the meter and obtain data. During the appointment, a technician accesses the meter, swaps out the old SIM, and ensures the new one is functioning correctly.
This appointment type is often the result of a change in the meter operator (the company responsible for the meter’s operation and maintenance.) This is because the new operator uses a different mobile network or service provider that is unique to them. By swapping the SIM you ensure compatibility with the new operator’s infrastructure, maintaining reliable communication between the meter and the energy provider.
A maintenance appointment involves a technician inspecting and servicing your energy meter to ensure it’s working correctly. This may include checking for faults, ensuring accurate readings, and addressing any connectivity or technical issues. The goal is to prevent malfunctions and ensure reliable measurement of usage going forward.
Stark will approach us (GEAB) and advise if they think there are potential faults/issue that need looking into and will ask to arrange a maintenance appointment to ensure all is running smoothly.
Typically, there Is no downtime; however, if this changes, then the engineer will advise you at the appointment.
Not only will this appointment modernise your equipment (if required), but it will also allow you access to an online analytics portal. This will enable you to access real-time consumption data for your meter, meaning you can manage your bills and carbon footprint with a greater degree of certainty. Taking advantage of this will also prepare you for new legislation which comes into force December 2026, so you’ll be ahead of the curve. You can find out more about the changes on our MHHS information page.
The entire process is free and adds no extra costs to your current supply contract. We have opted to cover the cost for our customers as it gives you access to many benefits while enabling us to provide more informed advice.
†However, in very few situations, for example, if you are in an extremely rural location, have a bespoke setup with us, or for our-of-hours work, additional costs may be added. We do our very best to minimise the possibility of costs where possible, and we will always notify and agree with you on any costs before any work is carried out. Please contact your account manager if you have any questions.
Once you have confirmed your appointment date and time with us, one of our trusted engineers from Stark will visit your site. They will need access to the physical meter to carry out the work, so please be aware of where this is located. The length of your appointment and any anticipated downtime can be found in your appointment email. If applicable, please ensure that the necessary shutdown of any sensitive equipment/systems on site is done prior to the power-down period. E.g:
• IT equipment, including computers, servers, printers & telephones
• Alarm systems and CCTV equipment
• Tills and card payment systems
• Heating and refrigeration equipment
• Catering equipment, including vending machines, microwaves and ovens
Once the work is completed, the engineer will return their paperwork to us and let us know if any follow-up visits are required. This is usually the case if your meter requires a logger or if any additional/special parts are required. You can ask your account manager if you have any questions about this.
No problem! Just reply to your Account Manager, letting them know what works best for you. We can even facilitate evening or weekend appointments if needed.
Stark combines cutting-edge data-powered services with innovative infrastructure development to give customers the best tools to optimise their energy usage and reach their net zero sustainability goals. Focusing their efforts on areas of most significant value, such as cost reduction, in-depth analysis, and environmentally friendly solutions, they specialise in giving businesses the ability to make their energy work for them, regardless of industry or size.
Nope! All you need to do is confirm your appointment and let us know the best contact details for your designated site contact which the engineer will use to follow up with you if necessary.
We do ask that you let us know if your site has any special requirements, such as:
• Parking requirements or restrictions
• Work permit requirements
• Risk Assessment Method Statement (RAMS)
• Any other requirements not listed
All of these can be easily arranged if you let your GEAB account manager know about it before your appointment date.
This work will not change your existing energy contract or supplier. It is simply an additional feature recommended by us thanks to having your energy supplied by GEAB.