An EPC or HEM report does not record a retail electricity supplier, so there is nothing to “change” in that sense. If the certificate shows the wrong meter, the wrong meter type, or a missing smart meter, the fix is to contact the original accredited assessor with evidence and ask for a correction. If the assessor cannot or will not act, escalate to their accreditation scheme and the EPC register.
TL;DR:
- Corrections are only possible for meter serial numbers, meter type, missing smart meters, or heating system details, but not for retailer or tariff information.
- Gathering clear, dated evidence such as photographs, invoices, and installation certificates is essential before requesting an amendment from the assessor.
- Usually, simple corrections take a few days, but full lodgements or scheme investigations can extend to several weeks, especially if disputed or complex.
- Delays often occur from incomplete requests, blurry photos, or missing assessor accreditation details, and should be avoided with thorough, organized submissions.
- Professional services can streamline corrections by liaising with assessors or schemes, provided that all evidence and reference numbers are prepared beforehand.
Table of Contents
- What EPCs and HEM reports actually record
- When to request a correction: what is correctable and what is not
- How do I correct meter or supply details on my EPC?
- What documentation actually convinces an assessor?
- How long does an EPC correction take?
- Why do corrections stall, and how do you avoid it?
- A property manager’s view on getting corrections right
- Get help resolving EPC and HEM corrections faster
- Sources
What EPCs and HEM reports actually record
An Energy Performance Certificate captures a building’s fabric and fixed services: wall and loft insulation, glazing, heating system type, fixed lighting, and meter type where relevant. It does not capture who supplies the electricity or what tariff the occupant pays. That data sits with the supplier and Ofgem-regulated switching processes, not with the EPC, which explains why searching for a way to update “provider” on a certificate leads nowhere. There is no field for it because assessors were never asked to record it.
Every assessment is lodged onto the domestic EPC register by an approved assessor, and each lodgement receives a report reference number, a 20-digit identifier unique to that certificate. Only an accredited assessor can lodge that data, which makes the register, rather than any printed copy in a property file, the authoritative version of record.
This matters for landlords and building managers who assume a supplier switch should trigger a certificate update. It shouldn’t, and it won’t. If your electricity provider has changed but the meter itself, its serial number, or its type is correctly shown, the certificate needs no action at all. The confusion usually starts when a meter has been swapped (say, for a smart meter) and the assessor’s original record was never updated to match.
When to request a correction: what is correctable and what is not
Some errors genuinely warrant contacting the assessor; others don’t, no matter how frustrating they feel. Knowing the difference before you send an email saves everyone time.
Fields you can reasonably ask an assessor to correct include:
- An incorrect meter serial number recorded against the property
- A meter type shown wrongly (for example, a two-rate meter logged as single-rate)
- A missing or incorrectly recorded smart meter, which can affect certain operational assumptions in a HEM assessment
- Heating system details that don’t match what’s actually installed
Fields that are outside EPC/HEM scope, and which no assessor can amend, include the retail supplier’s name and any tariff or contract detail. These live with the supplier’s own account records, tied to the property’s meter point identifier (MPAN for electricity, MPRN for gas) rather than to the certificate. Switching your account, or a change of tenancy business energy process happens entirely separately from any EPC amendment.
Before contacting anyone, ask yourself: does this error concern the physical building or its fixed equipment? If yes, pursue a correction. If it concerns who bills you, it isn’t an EPC matter.
How do I correct meter or supply details on my EPC?
Once you’ve confirmed the error is genuinely within scope, the process is straightforward if you approach it in order.
- Gather your evidence first. Photograph the meter’s serial plate clearly, ideally with a date stamp visible or a dated object alongside it for scale. Collect any installation certificates (Gas Safe, FENSA, or the installer’s own paperwork), invoices showing the make and model fitted, and your original EPC reference number.
- Locate the original assessor. The certificate itself lists the assessor’s name and their accreditation number. If you’ve lost the paperwork, the EPC register can be searched by report reference number or postcode, though owners can opt out of making a certificate searchable by name, so postcode search is often the more reliable route.
- Send a clear, evidenced request. Email the assessor directly, quote the report reference number, state exactly what’s wrong, and attach your evidence bundle. Keep the tone factual rather than accusatory. Most corrections stem from an honest oversight, not negligence.
- Wait for the amendment or re-lodgement. If the assessor accepts the evidence, they will amend the existing lodgement or relodge the assessment, generating an amended certificate or a new reference number.
- Escalate if there’s no response. If the assessor is unreachable, has ceased trading, or disputes clear evidence, contact their accreditation scheme. Schemes have the authority to order a reassessment or correction, and can take disciplinary action against assessors who repeatedly get things wrong.
Pro Tip: Lodge your escalation route (the scheme’s complaints contact) as soon as you send the first email to the assessor, not weeks later. If the assessor goes quiet, you’ll already know exactly who to approach next instead of losing another fortnight working out where the scheme’s complaints page is.
What documentation actually convinces an assessor?
Assessors and accreditation schemes respond fastest to an unbroken evidence trail. Vague descriptions (“the meter was changed last year”) get queried; documented specifics usually don’t.
Documents that carry real weight include:
- FENSA or Gas Safe certificates showing installation dates and installer details
- Contractor invoices naming the equipment fitted, by make and model
- Building control sign-off paperwork, where relevant
- The prior EPC or HEM report reference, so the assessor can pull up the original lodgement instantly
Photographs of meter serial plates and installer paperwork remain among the single most effective pieces of evidence for getting a correction accepted quickly, largely because they let an assessor verify your claim without needing to visit the property. When photographing a meter, get the serial plate sharp and legible, include something for scale, and take the shot in good light rather than relying on flash glare.
Pro Tip: Combine your evidence into one PDF with a descriptive filename, such as “123 Elm Street EPC correction evidence.pdf” rather than sending five separate attachments. Assessors handling dozens of enquiries a week will prioritise the bundle that’s easiest to open and file.
How long does an EPC correction take?
A straightforward amendment, where the assessor agrees the error is theirs and the evidence is clear, typically takes a matter of days once submitted. Relodgement of a full corrected assessment can stretch to a couple of weeks depending on the assessor’s workload.
Accreditation scheme investigations run longer, often several weeks, because they involve reviewing the original assessment and giving the assessor a chance to respond. A full reinspection is usually only necessary when the discrepancy suggests the original assessment itself was flawed, rather than a single data entry error. If a fee was charged for the original assessment and the error was clearly the assessor’s, it’s reasonable to query that fee directly with the assessor before involving the scheme.
Why do corrections stall, and how do you avoid it?
Most delays trace back to the same handful of causes: missing the assessor’s accreditation number in the request, submitting blurry or undated photos, or sending an evidence bundle with gaps an assessor has to chase.
Avoid this by checking your certificate for the assessor’s accreditation details before you write, attaching every document as a single labelled file, and keeping a written email trail rather than relying on phone calls you can’t easily reference later. A short checklist attached to your first message, confirming reference number, evidence enclosed, and the exact field in dispute, resolves most of these issues before they start.
A property manager’s view on getting corrections right
One correction that went smoothly involved an owner who sent a single dated photo of the meter serial plate alongside the original installer invoice. No back and forth, no follow-up requests. The assessor relodged the data within days.
The phrasing that tends to work best in a first email: state the report reference number, describe the exact discrepancy in one sentence, and attach the evidence before the assessor has to ask for it. Landlords who keep this paperwork on file, rather than scrambling for it during a sale or new tenancy, consistently find the process faster and the buyer or letting agent easier to satisfy.
— Danny
Get help resolving EPC and HEM corrections faster
Chasing an assessor, compiling evidence, and understanding what a scheme will and won’t accept takes time most landlords and building managers don’t have spare. Specialist services can help with that process by reviewing your evidence, liaising with the original assessor or a replacement where needed, and handling reinspection or relodgement so the corrected certificate reflects reality rather than an old data entry.
Before you get in touch, pull together your meter photographs, installation certificates, and the original EPC reference number. That’s usually all it takes to get a resolution moving. If you’re ready to start, request a home energy assessment to initiate the process.