From time to time, UrbanChain may apply adhoc charges to your consumption invoice to recover specific costs incurred in connection with the metering of your site. This page explains what these charges are, when they apply, and what to do if you have a query.
What are adhoc fees?
Adhoc fees are pass-through charges applied to your invoice to recover costs that UrbanChain has incurred on your behalf. These are not standard recurring charges, and most customers won't see them often.
Manual read charges
The most common adhoc fee is a manual read charge. This happens when a meter fails to transmit consumption data automatically, requiring an engineer to physically visit the site to read or download the data.
When does this happen?
A manual read visit may be triggered where:
- There is a communications fault preventing remote data transmission
- The meter has developed a fault
- The meter is an older model without remote read capability
When a meter stops transmitting data, this is automatically detected by the Data Collector (DC). The DC immediately raises a job and shares it with an engineer, who manages their own schedule independently. UrbanChain is not notified in advance of when the visit will take place.
How much are the charges?
Charges are generally in the range of £35 to £45 per visit. The exact amount varies depending on which DC is responsible for your meter, as different DCs charge different rates for engineer visits. The charge will appear as a separate line item on your invoice.
When did these charges begin?
Manual read charges have been applicable to consumption invoices from 1 October 2025.
How adhoc fees appear on your invoice
Where an adhoc fee applies, it will appear as a clearly labelled separate line item on your consumption invoice, showing the nature of the charge, the site address, and the date of the visit. These visits can appear under a few different names, such as Manual Download, Failure Visit, and Routine Read Visit.
What happens if the problem persists?
If a meter connection issue continues for longer than 5 to 7 days, the MOP or DC will begin an investigation and look to arrange a meter exchange or communications swap to resolve the issue permanently. This means that in most cases, repeated visits and charges will be avoided through a more permanent fix.
If you are seeing multiple adhoc charges on your account, we encourage you to get in touch with us. We'll assist in speeding up the resolution process.
Frequently asked questions
Is this charge legitimate? Is it covered by my contract?
Yes. Manual read charges are covered under clause 8.2(f) of your contract with UrbanChain.
I wasn't told anyone was coming to my site. Why wasn't I notified in advance?
When a meter stops transmitting data remotely, this is automatically detected by the Data Collector (DC), who immediately raises a job and shares it with an engineer. The engineer independently manages their own schedule, and UrbanChain is not notified in advance of when the visit will take place. The visit is triggered automatically and is not something we are able to schedule or give advance notice of.
Can I see evidence of the visit?
Yes. We can share information about the date of the visit and the reason for it. Please contact us with your invoice number and site address and we will provide the details we hold.
Why does the charge vary between visits?
Different Data Collectors charge different rates for engineer visits, typically in the range of £35 to £45.
Will I keep being charged if this keeps happening?
If your meter continues to have a connection issue, a charge will apply each time a manual visit is required. However, where the issue persists for more than 5 to 7 days, the MOP or DC will investigate and look to arrange a permanent fix such as a meter exchange or comms swap. If you are concerned about recurring charges, please get in touch and we can help coordinate a resolution.
I have a direct MOP contract. Does that affect this charge?
No. Manual read charges are raised by the Data Collector (DC), not the Meter Operator (MOP). The DC is responsible for detecting the meter issue and arranging the engineer visit, so your MOP contract is not involved in this process.
I have a direct DC or DA contract. Could I be charged twice for the same visit?
In most cases, no. The DC will normally pass charges through to UrbanChain rather than billing you directly for the same visit. However, if you believe you have been charged by both your DC/DA and by UrbanChain for the same visit, please contact us straight away and we will investigate.