our Code of practice
UrbanChain metering: our code of practice 2025
As part of looking after your meter, we may need to visit you from time to time. There could be a few reasons for this:
Reading, checking and inspecting your meter
Installing a new meter
Repairing or refitting your meter
Disconnecting a meter or another device
People who may visit you on our behalf include meter operators, data collectors, our employees and other representatives from UrbanChain.
Arranging visits with you
Reading and inspecting your meter – by law, we need to read and inspect your meter once every two years. We’ll only visit during office hours unless you’ve already agreed a different time with us. We won’t necessarily give you notice of when we’ll visit.
Other routine visits – for visits that aren’t just a meter reading or inspection, we’ll agree a specific time slot with you or through our agent. You can choose an appointment during the morning or afternoon. Sometimes we might be able to give two- or four-hour appointment slots on working days.
Our representatives may make an unscheduled visit if they’re in your area and available to carry out some work that’s needed.
Emergency visits – for emergency visits (like if you’ve lost your supply), we’ll come as soon as we can. This means we might not make an appointment.
During our visits
When they arrive, our representatives will:
show you their identity card and any necessary warrant
give their full name
confirm how they’re associated with UrbanChain, and
explain why they’re visiting.
If you want to check this information, you can check any time during or after their visit by getting in touch using the details on your bill or at the end of this policy.
About our representatives
Our representatives are fully trained and qualified. Here’s what we promise:
They’ll talk you through what they’re doing and why if you ask.
They’ll have the skills they need to carry out the work they’re doing.
They’ll be fit and proper people, and will be mindful of your property as well as their language and behaviour.
They’ll give you a contact point for help and advice if you ask.
They’ll be fully aware of law and practice and not intentionally put you, themselves or your premises at risk.
Disconnecting your meter
If you don’t pay – we have the right to de-energise and/or disconnect your meter if you owe us a debt that’s older than 28 days, and you haven’t responded when we’ve tried to collect it.
This applies if you’re on these plans:
Deemed contract (where you’ve moved into a premises which was previously supplied by UrbanChain)
Express contract (where you’ve agreed a contract with us and are within the contract period)
Out-of-plan contract (where the contract period has ended but you haven’t moved supplier)
This is a last resort, though. If you owe money and are struggling to pay, it’s always best to get in touch with us first to find out how we can help.
Meter tampering – if we believe a meter has been tampered with, electricity is being abstracted (used dishonestly, wasted or diverted) or electricity is being used for any unlawful purpose, then we might act under the Electricity Act 1980 and Utilities Act 2000. This might mean we exchange, de-energise or disconnect your meter.
We’d do this to protect our interests, make sure you’re meeting your contract terms, and stop potential harm or illegal activities.
Get in touch
If you have any questions or concerns, please speak to us first as we might be able to help.
Telephone: 0161 243 2840
Email: hello@urbanchain.co.uk
Here’s where to go if you’d like independent advice:
Energy Ombudsman: Call 0845 055 0760 or email enquiries@os-energy.org
Citizens Advice: Call 03454 04 05 06 or go to www.adviceguide.org.uk
Advice Direct Scotland: Call 0808 196 8660 or go to energyadvice.scot
UrbanChain Ltd (Company No. 10771684) is the parent company of UC Energy Ltd (Company No. 10972017) which is licensed by Ofgem. Both companies trade under the name "UrbanChain" and are registered in England and Wales.
Registered Office: 30 Old Bailey London EC4M 7AU