FAQs

Have a question?

We have the answers.

What can we help you with?:

Account Management

How do I add a user to Stark ID?

To add a new user, please contact Customer Support and provide the following information for the new user:

Email address
First name
Last Name
Job Role (optional)
Should the new user access the same data sources? (Yes/No)

How do I change report recipients?

If you require assistance changing report recipients, please contact Customer Support.

How do I remove a user from Stark ID?

Should any Stark ID accounts no longer be required, you will need to notify the Customer Support team that the account should be deactivated.

Making sure that you are conducting regular audits of active accounts on Stark ID is an essential aspect of keeping your data secure.

How do I stop automated report emails?

If you require assistance changing report recipients, please contact Customer Support.

Billing & Invoices

Who do I contact about billing queries?

Please submit your query using our Contact Form and our dedicated billing teams will respond.

To request confirmation of your contract start date, end date, or current contract term, please visit our Contact Us page here. Under How we can help, select Contracts and Legal Queries, then choose Contract start and end dates from the dropdown menu.

Please include your customer name and MPAN(s) where possible. If you are requesting this information on behalf of the end customer, a valid Letter of Authority (LOA) will be required before we can share contract details.

How do I find out who my current meter agents are?

As a first port of call, we would recommend asking your Supplier. If Stark are the Data Collector, you can see appointed agents in Data Health > Meter Health. Click the ‘i’ icon and your Supplier, Meter Operator, Data Collector, and Data Aggregator.

How do I get a copy of my contract?

To request a copy of your agreement, please visit our Contact Us page here. Under How we can help, select Contracts and Legal Queries, then choose Commercial Queries from the dropdown menu.

Please provide your customer name, MPAN(s), or contract reference number if known. If you are requesting the contract on behalf of the end customer, you will also need to provide a valid Letter of Authority (LOA).

How do I renew my contract?

All contract renewals are managed through your Account Manager. Please contact your usual sales representative, who will be able to discuss your renewal options and arrange a new agreement.

How do I terminate my contract?

To request a contract termination or the removal of an MPAN or site from an existing agreement, please visit our Contact Us page here. Under How we can help, select Contracts and Legal Queries, then choose Remove a meter or site from your portfolio from the dropdown menu.

Please provide the customer name, MPAN(s), and any relevant contract details to help us process your request.

MHHS

Basic understanding and compliance

Can I opt out of MHHS?

No – The MHHS Programme is a regulatory change directed and approved by Ofgem, which all industry parties have to follow.

There is primary legislation, “The Smart Meters Act 2018”, which gives Ofgem the power to direct changes to implement MHHS (legislation.gov.uk).

How do I know if I’m ready for MHHS?

Key indicators of readiness include having a clear view of your meter estate, access to reliable energy data, and a defined migration plan. If any of these are missing, there may be gaps to address before MHHS implementation.

Is MHHS mandatory?

Yes it’s mandatory for all electricity supplies in the UK.

What is the position for meters that are midway through an existing contract?

Depending on services, there will be terminology changes and pricing implications on your MHHS invoices post migration.

Will MHHS affect ongoing MOP agreements?

Under MHHS, MOPs will be replaced by Meter Operating Agents (MOAs) for Advanced and Smart meters.

Existing MOPs must qualify for new MHHS roles. Expect changes in SLAs, agent names, and definitions in MOP agreements.

Only fully qualified agents can handle MPANs during migration to MHHS, but they may manage existing ones until full migration is complete.

Contracts and agreements

Can I choose my own metering and data agents under MHHS?

Yes. In most cases, organisations can appoint their own metering (MOP) and data agents (DC/DA). If no preference is specified, these services may default to the supplier. Selecting your own agents can provide greater control and consistency across your portfolio.

Do I need to request agent appointments through my supplier?

Yes. Agent appointments are typically made via your supplier, but you can specify your preferred providers. If you need support with this process, it’s recommended to engage early to avoid delays.

Do you have a MOP contract you need to discuss?

What happens if a NHH meter is in a long-term contract when MHHS migration happens? Is there no need for a MOP?

Every meter has a MOP. No matter whether it’s HH, NHH, Smart (SMET), Advanced (AMR) or Traditional (Dumb). The Meter Operator is required for health & safety as well as annual manual meter read and safety checks. Your meter operator will likely vary your existing contract to accommodate the new Half Hourly meter operator requirements under MHHS.
If you are not currently choosing your preferred data & meter agents, the Supplier will have appointed their default MOP.

What happens if the smart meter doesn’t work?

The metering agent will be responsible. Every meter has a Meter Operator Agent (MOA) for health & safety as well as annual reads. Suppliers drive the Smart or SMETS meter roll out. You can opt out of this and choose Advanced aka AMR metering with your preferred metering agent or to consolidate portfolios of meters with a single data & meter provider to make life easier.

Will cop 3/5/10 mop 5 yr contract still be in place?

Yes. The meter Codes of Practice (COPs) are staying. It won’t be called a MOP, but basically yes.

Cost and pricing

Are there grants available to support MHHS meter upgrades?

There are currently no confirmed government grants available to support MHHS-related metering upgrades. Organisations should plan for potential investment, particularly where traditional or Non-Half Hourly meters need to be replaced.

How can poor data increase energy costs under MHHS?

Poor data can lead to estimated billing, delayed insight, and missed inefficiencies. Under MHHS, where settlement relies on more granular consumption data, this increases the risk of billing inaccuracies and reduces control over energy spend.

I am already getting HH data for my NHH meter, why am I paying more?

MHHS has created the opportunity to maximise the benefits of these HH-capable Meters by requiring them to be settled HH. The differences in NHH and HH settlement pre-MHHS are vast, post migration all Meters will be affected by a significantly reduced settlement timetable which will see the need for day+1 data increase. This requirement and demand for better quality data and access to meter reads increases the price point in line with current HH Meters.

If all meters are to be changed to this and the supplier is responsible for making this happen, will it be the customer who will incur the costs?

Remember, MHHS is not about changing meters. It’s about making the settlement process between suppliers & generators better & more accurate by making more data available, faster. Although we can’t speak for suppliers, it’s fair to assume if they have additional costs, this will be reflected in the prices customers pay.

What are the cost differences between SMETS and advanced meters under MHHS?

Costs can vary depending on your existing setup, supplier arrangements, and service model. Both SMETS and advanced (AMR) meters can support MHHS, but the most appropriate option will depend on your estate and operational requirements.

What are the pricing implications?

The MHHS programme requires all meters to be HH-settled. This means that customers will get better access and day+1 data on their energy usage. Customers can/should expect to see their NHH metering fall in line with their current HH metering pricing. The differences in NHH and HH settlement pre-MHHS are vast, post migration all Meters will be affected by a significantly reduced settlement timetable which will see the need for day+1 data increase. This requirement and demand for better quality data and access to meter reads increases the price point in line with current HH Meters.

Why are organisations concerned about MHHS costs?

Many organisations are concerned about MHHS due to potential impacts on budgets, billing accuracy, and operational processes. In most cases, cost risk is driven by underlying issues such as poor data quality, fragmented systems, and underperforming metering. Addressing these early can significantly reduce financial uncertainty.

Will costs increase if I don’t take action ahead of MHHS?

Potentially, yes. If your estate relies on traditional or Non-Half Hourly meters, you may see increased costs over time due to manual reads, reduced data quality, and changes in settlement processes.

Data management and continuity

How can I ensure that I don’t lose data continuity?

If you maintain continuity of service with Stark for day+1 data throughout the MHHS migration you will maintain access to all historical data where Stark was previously appointed pre-MHHS. Supporting Stark to obtain re-appointment promptly with your energy supplier will enable us to continue day+1 data services.

How can I improve visibility across my energy data?

Improving visibility starts by consolidating data sources and ensuring consistent coverage across all meters. An integrated approach to data and metering helps provide accurate, timely insight across your portfolio.

If a supplier has Data Aggregation charges in their contracts, will they remove it?

DA activity is moving from suppliers and independent data agents to Central Settlement Services under Elexon. This will now be known as the Market-wide Data Service. However, Elexon will not handle the billing of that now central DA service. Instead, Elexon will invoice the data provider (ie Stark, or the supplier) and the data provider will have to pass that cost to the consumer. So you will likely still see the DA charges in your bill after MHHS, however it will be billed on behalf of Elexon.

What is Day+1 energy data and why does it matter?

Day+1 data provides visibility of energy consumption from the previous day. This allows organisations to identify issues quickly, reduce reliance on estimated data, and improve cost control and operational performance.

Who is responsible for energy data quality under MHHS?

Responsibility for data quality is shared across multiple parties, including suppliers, metering providers, and data agents. However, organisations play a key role in ensuring their meter estate is performing effectively and that appropriate services are in place to support accurate, complete data collection.

Why do multiple data sources create risk under MHHS?

Using multiple data sources can create inconsistencies, delays, and gaps in visibility. Without a single, reliable view of energy data, organisations may struggle to identify issues or make informed decisions.

Why is energy data more important under MHHS?

MHHS is a data-led reform, meaning energy data plays a central role in settlement, billing, and decision-making. Accurate, complete, and timely data is essential to ensure reliable outcomes and minimise financial and operational risk.

Metering requirements and options

Are smart (SMETS) meters compatible with MHHS?

Yes. Smart meters are compatible with MHHS, provided they can be accessed remotely to support data collection and settlement requirements.

Can I request meter changes directly through my supplier?

Yes, you can request meter upgrades through your supplier. However, due to the scale of MHHS, demand is expected to be high, which may lead to delays. Early planning is recommended to avoid disruption.

Do all meters need to be upgraded for MHHS?

Not all meters need to be replaced, but they must be capable of supporting the requirements of MHHS. Organisations should review their existing estate to identify any performance or compatibility issues.

Do I have to have a SMART meter installed for MHHS?

The industry uses the term ‘Smart Meters’ typically when referring to SMETS Meters installed primarily in domestic buildings. You do not have to have a SMETS meter installed for MHHS, you can opt out of having a Smart/SMETS meter and ask your preferred provider to install AMR/Advanced meters if that is your preference.

Do I have to have an AMR meter installed for MHHS?

These meters are robust and interoperable with all suppliers. They put you in independent control of who collects your data & handles your meters, giving you data continuity regardless of how often you change.

Does my meter need to be changed and what happens if it doesn’t get changed by the deadline?

Only Traditional meters will need to be exchanged, which typically takes 40-60 mins. Some Advanced or Smart meters may need communications upgrades or exchanges depending on their age or if your Data agent can’t dial that meter model. (Good news: Stark can dial every meter model)

Suppliers are obligated to have all supplies migrated to MHHS systems by May 2027 or face consequences. Your migration will be in their plans.

My NHH meter is AMR capable already, will my meter need changing?

No, your NHH AMR meter will not need changing.

What are the risks of a mixed meter estate under MHHS?

Mixed meter estates can lead to data gaps, inconsistent performance, and increased reliance on estimated readings. Under MHHS, this complexity can make it more difficult to achieve accurate and complete data across all sites.

What if I have a mixed portfolio of Advanced/AMR and Smart/SMETS – can these both be handled?

Yes. We can provide data & metering services for both so that you can consolidate your providers & streamline operations.

Why is metering performance critical under MHHS?

Metering provides the foundation for all energy data. If meters are not performing correctly, the data used for settlement and billing will be inaccurate or incomplete, increasing the risk of estimated billing and operational issues.

Will I be told which meters need to be upgraded?

Not always. Organisations should review their own meter estate to understand performance, capability, and readiness. A proactive audit is the best way to identify any gaps. Stark can help with this – contact your Account Manager, or if you don’t have one, contact us here.

Will MHHS apply to both electricity and gas meters?

No. MHHS applies to electricity meters only. Gas metering is not included in the scope of the programme.

Technical and infrastructure

Are there any DNO costs associated with meter exchanges?

Not usually for standard meter exchanges. However, costs may arise in more complex scenarios, such as new connections or significant infrastructure changes. This will depend on the specific site.

How can I reduce operational risk ahead of MHHS?

Reducing risk starts with understanding your meter estate, improving data quality, and addressing any infrastructure issues early. Taking a proactive and integrated approach will help ensure a smoother and more controlled transition.

My existing meter portfolio is approaching 10 years old. We purchased these meters and want to know how you plan to manage this through MHHS?

We will only replace a meter if it is not communicating, regardless of its age. Your meter does not need to be changed if it is a working meter with comms. It is the supplier’s responsibility to manage the scheduling & migration of your meters. We encourage you to communicate with your supplier on this.

What happens if my site has poor signal or limited connectivity?

There are solutions available for sites with limited signal, including alternative communication methods such as data lines, aerials, or satellite connectivity. These can be tailored depending on the site and meter type.

What will happen to meters in poor reception areas, such as rural locations, where smart meter readings do not automatically get transmitted? Are these going to be forced to take out a phone line or modem connection as a result of MHHS?

No you won’t be forced to do anything. We’ll always try to use hi-gain aerials to enhance the signal at your remote meter point. We recommend working with us to evaluate the cost-effectiveness of other options: mobile networks, GPRS, Internet/Ethernet or GSM connectivity. With MHHS, your Half Hourly data will need to be provided for settlement every week, instead of every 14 months, so it would be a good idea to monitor the costs of handheld reads versus installation of remote communication technology.

What will happen to my data when it happens?

It’s business as usual where you have Advanced meters with Stark. If you already receive day+1 data from Stark, throughout the MHHS migration process you will maintain access to all your historical data & all your data beyond migration too, as usual.

Who is responsible for ensuring meter communications are working?

Responsibility typically sits with your metering provider, who is responsible for maintaining communications and ensuring data can be retrieved. Improvements can often be made through upgrades or alternative communication solutions.

Will MHHS cause disruption or downtime?

MHHS itself does not typically require downtime. However, risks can arise from ageing or poorly maintained metering infrastructure. Proactive maintenance and monitoring can help minimise the risk of disruption.

Will there be downtime when meters are exchanged?

MHHS does not mean full scale meter exchanges.

Most meters will be able to switch to the new Half Hourly settlement systems remotely.

Any downtime will depend if the meter is compatible with remote data collection and over-the-air communications.

With more engineers needed to install all the new meters, will there be an implication/delays to handheld reads?

We have a large field force which specifically handles handheld reads, separate to our installers. Remember, MHHS is about improving the settlement process between suppliers & generators, not the mass replacement of millions of meters across the UK. Meters which are HH, NHH AMR or SMETS (smart) will migrate from October 2025. If you have NHH traditional/dumb meters they will need new meters installing to support remote data collection and avoid an increase in manual read charges when the new settlement timetable comes into effect.

With so many dumb meters how will supplier roll out smart meters to complete?

MHHS is not about changing meters. It’s about settling data between supplies & generators more accurately, so savings can trickle down to users. Meters are important in that process because if there’s no data available then settlement will be made on estimates and assumptions. For MHHS, the settlement standard will need to be 99% actual data delivered for settlement in 5-7 working days. That will require more meters, sure. Suppliers are likely to have incentives in place to encourage uptake of Advanced or SMETS/Smart meters – just make sure you choose the right metering for your portfolio.

ANALYTICS

General

General Analytics

Can I add historical data to Stark ID?

Yes. Historical data can be added to your Stark ID account. You can request this data from your previous Data Agent (DC/DA) or your supplier at the time. If this is something you are interested in, please request the data be provided in the formatting of the spreadsheet available to download here. Once you have the historic data, email this over to our Customer Support team to request the data be uploaded to your Stark ID account.

Does Stark offer an API?

This is not something we currently offer but we are always looking to improve our offering. Check back with us in future for updates or fill out our survey here.

What could cause a current fault?

There are plenty of possible causes for a current fault, but the majority of cases are communication faults, where we are unable to dial the sim card of the data source. A communication fault can be caused by a variety of scenarios such as lack of signal at the site.

Go to the Stark Connect Support page for maintenance contacts

What is degree days?

Degree days are a measure of the duration and magnitude of the difference between the external temperature and a base temperature, providing information on the heating or cooling required. Base temperatures vary depending on the building, and the calculation involves summing temperature differences for intervals when the external temperature is below the heating base temperature.

Learn more in our Degree Days page here

Why have Stark been deappointed as Data Collector?

The most common cause for Stark’s deappointment as Data Collector is if the energy supplier has changed.

When an energy supplier takes on a new supply, they will often have a Data Collector that they appoint as default.

When changing supplier; you must inform your new supplier if you would like Stark to be the Data Collector or the appointment will be passed to their default Data Collector, which may not be Stark.

Stark ID

Can I have training on Stark ID?

Yes, you can request it through your Stark ID account, by asking your Account Manager or using our Contact Form.

We can provide tailored training for individuals or groups, one offs, or a series depending on what you need.

How are sites and meters structured within Stark ID?

Meters are organised in a hierarchy of Company > Site > Meter. Depending on customer requirements, portfolios can be configured in different ways to support reporting and portfolio management.

How do I add a meter to Stark ID?

To request that a meter is added to your account, please contact us through our Contact Form and select the relevant Stark ID support option.

How do I add an MPAN to my account?

To request that an MPAN is added to your Stark ID account, please contact Customer Support through our Contact Form. Our team will review your authority to access the data and update your account where appropriate.

How do I change my Stark ID password?

Open the menu by clicking your name, located in the top right corner of Stark ID.
Select Account.
Input your current and new passwords using Change your password.
Click Update password.

How do I download Half Hourly data from Stark ID?

Stark ID includes report export functionality that allows users to download data for further analysis. nnAvailable exports depend on the report being used and customer permissions. The Stark ID Help Centre includes guidance on downloading and exporting data.

How do I remove a meter from Stark ID?

You can request that a meter or site is removed from your portfolio through our contact form here.

How do I remove an MPAN from my account?

If you would like an MPAN removed from your Stark ID account or portfolio, please contact Customer Support through our Contact Form. We may need to verify account permissions and ownership before changes are made.

How do I request reorganising the layout of my company’s, sites and/or meters on Stark ID? (The tree)

To request a change to the layout of the way your Stark ID tree is organised, please reach out to the Customer Support team so that we can discuss your restructuring options.

What carbon emissions factors are in Stark ID?

As a default, we use the emissions factors that are published by the UK government. We store these values historically so that your reports will use the relevant factor for the relevant date. You can amend the emissions factor to a different source in Settings. This parameter is stored at Company level in the Tree. All carbon reports convert your kWh value to kgCO₂e.

What is Stark ID?

Stark ID saves you time, energy and money. It’s our online, multi-utility energy management platform provided with our data services, designed to turn your energy data into actionable insights. Learn more on our dedicated page here

Why can I not see my data in real time?

Collection across various utilities commences at midnight and runs through the night. Once collection has completed we transfer the data to Stark ID and aim to have data available on a day+1 basis in the morning when most of our customers begin their work day.

Why can’t I see all my sites in Stark ID?

Sites and meters available within Stark ID are controlled by the account permissions associated with your login. If you believe a site is missing, please contact Customer Support who can review your account permissions.

Why has a meter disappeared from Stark ID?

Meters displayed within Stark ID are linked to your account permissions and portfolio structure. A meter may disappear because:

Account permissions have changed
Portfolio structures have been updated
Meter ownership or appointments have changed
The meter has been removed from the account

If you believe a meter has been removed in error, please contact Customer Support.

Data Health

Stark ID Data Health

Does Data Health cost anything?

No, it’s a feature in our Stark ID analytics platform, available to all data customers.

How do I access Data Health?

Log in to your Stark ID account and access it in the left-hand navigation menu. If you don’t have access to Stark ID, contact us today.

What is Data Health?

Data Health is a feature within Stark ID that makes it easier to identify data gaps, review meter and logger statuses, and manage meter performance.

What is Stark ID Data Health?

It’s part of Stark ID which gives you an easier way to fix data gaps and easily see up to date statuses of all your meters and data loggers. See our dedicated page here

What utilities does Data Health cover?

If the meter is on Stark ID with us as a data collector or data host, it will be available in the Data Health feature.

Why is a meter showing as offline?

A meter may show as offline when Stark has not successfully received data from the meter or logger. This may be caused by communication failures, poor signal strength, faulty communications equipment, meter faults or metering configuration issues. Data Health can help identify these issues so that they can be investigated and resolved.

Why use Data Health?

It allows you to get ahead of meter issues, streamline maintenance and next steps for multiple meters and loggers. You can also: easily manage large meter portfolios, check data appointment statuses, find manually read meters, identify who the meter agents and Suppliers are for each electricity supply.

DATA

General

General Data

How do I appoint Stark as my Data Aggregator?

Historically, Data Aggregators (DA) have been appointed through supplier-led industry appointment processes.

If you would like Stark to provide your data services, please contact Stark and advise your supplier of your preferred agent arrangements. Under MHHS, many traditional Data Aggregator functions transition into Advanced Data Services (ADS). Stark is qualified to provide Advanced Data Services.

How do I appoint Stark as my Data Collector?

Your supplier is responsible for appointing Data Collectors. If you would like Stark appointed, please advise your supplier and contact Stark for support.

What happens if I change energy supplier?

Changing supplier may result in your new supplier appointing different metering or data agents. If you would like Stark to continue providing services, please discuss this with your supplier during the switching process.

What is Advanced Data Services (ADS)?

Advanced Data Services (ADS) gathers and processes detailed data from advanced meters and replaces traditional DC and DA functions for many meter types under MHHS. Stark is qualified to provide Advanced Data Services.

Will changing supplier affect Stark services?

Changing supplier can affect metering and data appointments if your supplier appoints alternative agents. If retaining Stark services is important to your organisation, discuss your preferred appointments with your supplier during the switching process.

Electricity Data

Can historical data be recovered?

In many cases, yes. Where remote collection fails, Stark may recover historical data through manual meter downloads, maintenance visits or restored communications. Recovery depends on the type of meter, available memory and how long the issue has existed.

Not all historical data can be guaranteed to be recovered.

How can I improve data health?

You can improve data health by:

Investigating communication failures promptly
Resolving metering faults
Maintaining meter communications equipment
Ensuring engineers can access metering equipment when required

Using Stark ID’s Data Health feature regularly will help you identify issues before they result in prolonged data loss or estimated bills.

How long does data recovery take?

Recovery times vary depending on the cause of the issue.

Remote communication issues can often be resolved quickly, whereas issues requiring engineering attendance, manual downloads or equipment replacement will typically take longer.

Recovery times will also depend on site access availability and meter type.

What happens if I’m missing data?

In the event we cannot collect from a Half Hourly meter, we will attempt to backdial within the limits of the meter memory.

What is a Half Hourly meter?

A Half Hourly (HH) meter records electricity consumption every 30 minutes, producing 48 consumption values per day. This allows organisations to monitor consumption patterns in greater detail and supports industry settlement processes.

What is actual data?

Actual data is consumption data that has been successfully collected directly from a meter or logger rather than calculated or estimated.

What is estimated data?

Estimated data is consumption data calculated from known consumption patterns when actual readings are temporarily unavailable.

Why does my supplier’s data differ from Stark ID?

Supplier data and Stark data may differ because suppliers and data users can use different versions of actual and estimated data at different points in time.

Where data is unavailable, suppliers may produce estimated bills. Stark’s role is to collect accurate consumption data and submit it to suppliers to support accurate billing and settlement.

If you notice a significant discrepancy, please contact Customer Support.

Why has my data stopped updating?

If data has stopped updating, Stark may no longer be receiving communications from the meter or logger.

Common causes include:

Communication failures
Faulty SIM cards
Damaged data loggers
Meter faults
Poor mobile network coverage
Incorrect metering details

Stark monitors data collection performance and investigates ongoing communication failures to restore data collection as quickly as possible.

Why is data missing from Stark ID?

Missing data is normally caused by a failure to collect data from the meter or logger.

This can occur due to:

Communications failures
Meter faults
Data logger faults
SIM card issues
Poor signal strength
Meter Technical Details (MTD) issues
Recent meter installations or changes

Where data collection fails, Stark investigates the issue and, where necessary, raises faults and arranges maintenance activities. Depending on the meter type, data may later be recovered through manual downloads or maintenance visits.

Why is my data estimated?

Stark collects data remotely from electricity, gas and water meters each day. If remote data collection is unsuccessful, we may estimate data based on previous consumption patterns where appropriate.

Estimated data may be used when:

Remote communication fails
A meter or logger is unavailable
A communications fault prevents data collection
Actual readings have not yet been received

Where remote collection fails, Stark investigates the issue, attempts redials and raises fault notifications where required. Once actual data becomes available, it may replace estimated values.

Gas Data

Can Stark collect gas data?

Yes. Stark provides gas metering and gas data collection services. We collect gas consumption data using gas metering and Automated Meter Reading technologies and make this data available to customers through Stark ID.

How is gas data collected?

Most gas data is collected using Automated Meter Reading (AMR) devices such as data loggers or meter, with built-in communications capabilities which transmit consumption data to Stark systems.

Why has my gas data stopped?

If data has stopped updating, Stark may no longer be receiving communications from the meter or logger. Common causes include:

Communication failures
Damaged or disconnected data loggers
Meter faults
Poor mobile network coverage
Incorrect metering details

Stark monitors data collection performance and investigates ongoing communication failures to restore data collection as quickly as possible.

Sub-meter Data

Sub-Meter Data

Can sub-meter data be made available in Stark ID?

Yes. Sub-meter data collected by Stark can be made available through Stark ID, allowing customers to monitor consumption alongside their fiscal utility meters.

Can sub-metering support tenant billing?

Yes. Sub-metering is frequently used to support tenant billing by providing visibility of consumption for individual areas, floors, units or tenants.

How is sub-meter data collected?

Sub-meter data is collected in a similar way to electricity meters, using communications-enabled meters, data loggers or other approved collection methods.

CONNECT

General

General Connect

How can Stark support meter upgrades and MHHS preparation?

Stark provides end-to-end metering services, from assessing your estate to designing and delivering upgrade programmes. By combining metering and data expertise, we help organisations reduce complexity and improve performance.

How do I appoint Stark as my Meter Operator?

Your supplier is responsible for appointing Meter Operators. If you would like Stark appointed, please advise your supplier and contact Stark for support.

How do I read my meter?

Most modern meters have a digital screen and interface on them you can access reads. Different meters may have one or more read screen. We’ve collated step by step guides to help you read the most common meter types. Go to our meter read guides. If you can’t see your meter type, contact us.

How does metering impact overall energy performance?

Metering underpins every aspect of energy performance, from data accuracy to billing integrity and operational reliability. Strong metering ensures the data used across your organisation is complete and dependable.

How long does an agent appointment take?

This will vary based on your energy supplier, some suppliers prefer to issue appointments on the 1st day of the month. It can sometimes take a few days for all the necessary flows to be exchanged. MHHS introduces changes to the appointment process which may reduce timescales.

I have a gas or electricity meter billing query who do I contact?

Please submit your question using our website’s Contact Page, and our dedicated billing teams will respond.

What are the benefits of using the same provider for metering and data?

Using a single provider improves coordination, reduces delays, and ensures issues are resolved more efficiently. An integrated approach also provides better visibility and accountability across your services.

What are the timescales for new meter installs?

Timescales vary site to site, customer to customer. There’s no one size fits all. Some examples of what can elongate timescales include:

Supplier & 3rd party meter agent timely appointments
Size & complexity of project
Restrictions placed on us by customer to minimise disruption
Restrictions when power downs can happen
Engineer availability

We work closely with customers to plan projects together, and make sure expectations are clear.

What contracts do we offer?

Purchase – The customer will purchase the meter from us and will be the owner of the meter. There will be a large initial fee for the purchase of the meter and a lower ongoing maintenance fee. If the sim within the meter breaks, this is our responsibility and we will replace this however the actual asset (meter) belongs to the customer so if the meter is faulty, the customer will be liable to pay for a new asset (the same charge as the initial fee) if it needs to be replaced. The meter does come with a 2-year warranty so if this is within the first 2 years of install, we will waive this fee.

Lease – We will install one of our own assets which we own and the customer leases from us. As the asset is ours, the meter and comms within are both are responsibility so we will cover any equipment/site visit costs to fix the meter.

When will my new connection be scheduled?

We will need to be appointed as MOP via a D0155 flow from your chosen supplier. If the supply is NHH we will also require a D0142 from your chosen supplier.

Once received, our work orders team will have 5 working days to raise the job which will then be received by scheduling.

Once the job is raised, we will contact the customer and aim to schedule the next available date subject to us receiving access information and photos of the completed DNO works. We will not offer dates until this process is completed.

Where can I find my supply details?

Your supply details are usually found on any bill from your energy supplier. It will show the unique number for your supply:

MPAN (Meter Point Administration) number for electricity supplies
MPRN (Meter Point Reference Number) for gas supplies
MSN (Meter Serial Number) for water meters

Who is Stark Connect?

We are an independent nationally accredited Meter Operator and work with every energy supplier across the UK. We install and provide ongoing maintenance to commercial electricity meters to ensure data is collected without interruptions.

We have our own team of skilled in-house engineers all over the UK who are authorised to install the meters and attended site visits as necessary.

We were previously known as Western Power Smart Metering (WPD) but were acquired by Stark in June 2022 and became Stark Connect and relocated to Parkway, Bristol.

Why is an integrated metering approach important?

Fragmented delivery models can create delays and inefficiencies. An integrated approach – covering design, installation, and maintenance – improves coordination, reduces risk, and ensures consistent performance.

Electricity metering

Can I change my Meter Operator?

Yes. You have the right to choose your preferred data & meter agents. If you do not choose, your supplier will appoint their default agent.

Can I downgrade or upgrade my electricity supply?

Under MHHS, all supplies will be settled HH. Read more about MHHS here

Can you schedule my electric meter job?

Yes – but only when we have; supplier flows in place and a job has been raised. If the job is a new connection, we will also require photographs of the meter before scheduling will be able to do anything. This process must be followed before we are able to offer a date.

Do I need a Meter Operator (MOP)?

Yes. All meters require a MOP. From April 2025, the term MOP will be replaced for Meter Operating Agent providing either Advanced and/or Smart (SMETS) meter services for MHHS. Learn more about MHHS here

How do I add Data to a current Meter/MOP agreement?

If you already have a Stark Connect MOP/Meter agreement in place, ask the team for Stark Data, and we can discuss your options. Contact our Stark Connect contracts team here

How do I create a MOP contract?

Contact your Account Manager or use our dedicated contact form for New meter services and we can walk you through it.

How do I find my MPAN?

Your MPAN (Meter Point Administration Number) can usually be found on your electricity bill. If you are unable to locate your MPAN, please contact your energy supplier or Customer Support who may be able to assist.

How do I know if my electricity meters are performing effectively?

Indicators of underperformance include missing or inconsistent data, increased estimated billing, and recurring issues. Regular monitoring and proactive maintenance help ensure meters continue to perform reliably.

How to create an export MPAN?

Your DNO or IDNO will provide the MPAN for your export which the supplier will register with ECOES – the Electricity Central Online Enquiry Service as well as share it with the Meter Point Administration Service (MPAS) for you.

Once you have your MPAN you can provide it to us to add to your contract for data & metering services.

My meter is offline. What should I do?

If your meter appears offline, no action is normally required initially. nnStark continuously monitors meter communications and investigates ongoing communication failures. If maintenance or engineering attendance is required, we will investigate the most appropriate resolution route. nnIf the issue persists or affects critical data, please contact Customer Support.

What impact does a meter exchange have on my electrical supply?

Meter exchanges typically require a short interruption to supply. The duration will depend on the meter type and installation, but most exchanges are completed within an hour.

What is a CoP meter?

“CoP” stands for Code of Practice. Electricity meters are installed and operated in accordance with industry Code of Practice requirements which define metering standards for different supply sizes and installation types. Different CoP requirements apply depending on the characteristics of the electricity supply.

What is a Distribution Network Operator (DNO)?

A Distribution Network Operator (Or DNO) is a company licensed to distribute electricity in the UK. These companies own and operate the system of cables and towers that bring electricity from the national transmission network to our homes and businesses.

They are also the people you call if you have had a power cut.

There are 14 licensed geographically defined regions for electricity distribution, based on the former electricity board boundaries. However, 6 company groups hold the fourteen distribution licences for the specific geographical areas.

These companies are:

Electricity North West, Northern Powergrid, SP Energy Networks, Scottish and Southern Electricity Networks (SSEN), UK Power Networks and National Grid (Previously known as Western Power Distribution)

What is a Meter Operator (MOP)?

A MOP is responsible for fitting, operating, and maintaining your electricity meters. By law, commercial customers with half-hourly electricity supplied meters must enter into a meter operator agreement / MOP contract. Customers are free to choose any accredited MOP to operate their meters, no matter who supplies their energy. If a customer doesn’t have a direct MOP agreement, they are likely to be on a “default” MOP contract. These are usually more expensive than a direct contract.

What is a Whole Current WC meter?

A Whole Current meter is a meter which is connected directly into the electricity supply to a building.

What’s a CT meter?

CT stands for Current transfer. It’s a piece of equipment which transfers the current from the supply cable(s) into the meter. They use copper coils in the CT equipment to capture the current from the supply cables and pass that into the meter so it can be accurately measured. CT meters are not connected directly into the electricity supply cable(s). That means no power downs are needed to install or replace a CT meter. Most HH meters are CT meters.

What’s HV or LV?

High Voltage and Low Voltage. These relate to the type of electrical connection you have supplying your building. HV required specialist qualified engineers handle these types of supplies.

When do I need an electricity power down?

If you have a Whole Current supply, you will need to power down that supply if you need a meter install or meter replacement.

Why is my meter not communicating?

Meter communication failures can be caused by:

Poor signal strength
Meter faults
SIM card faults
Communication equipment faults
Meter Technical Detail (MTD) issues

Where communication failures continue, Stark investigates the issue, raises faults and may arrange engineering attendance where required.

Gas metering

Are there specific considerations for gas metering under MHHS?

While MHHS primarily focuses on electricity settlement, gas metering still plays a critical role in overall energy management. Ensuring accurate and reliable gas data supports cost control and operational efficiency.

Can Stark help with gas connections and removals?

Yes. We provide connections, alterations, upgrades, removals, metering and ongoing data services through a single managed service.

Can Stark provide gas connections, metering and data together?

Yes. We provide fully managed gas connections, metering, data and ongoing asset support through a single managed service.

Can Stark support complex gas sites?

Yes. We support LP, MP, IP and HP gas environments including industrial facilities, hospitals, universities and critical infrastructure.

Can Stark support Intermediate and high-pressure gas projects?

Yes. We support Low, Medium, Intermediate and High-Pressure gas metering and infrastructure projects across Great Britain.

Can Stark support larger gas meters and complex sites?

Yes. We support diaphragm, rotary, turbine and ultrasonic metering across low, medium, intermediate and high-pressure estates.

Do I need to change gas supplier?

No. Nomination only changes your appointed Gas MAM.

How does Stark minimise disruption?

Our engineering and operations teams work closely with customers to plan and deliver projects safely while maintaining continuity of supply wherever possible.

What data will I receive?

Gas consumption data is available through Stark ID, helping identify waste, improve visibility and support operational decision-making.

What gas metering services does Stark provide?

Stark provides gas metering, gas data collection, AMR logging and ongoing meter support services for commercial customers.

What happens after nomination?

We manage the process on your behalf, including contacting the existing MAM and coordinating the transition.

What is a gas data logger?

A gas data logger is a communications device that records and transmits gas consumption data to Stark systems.

What is a Meter Asset Manager (MAM)?

A MAM looks after the connection, installation and maintenance of gas meters. We are an accredited MAM and provide a unique MAM service which provides day+1 data as standard. Learn more about our Gas Data service here.

Why change Gas MAM if my meter still works?

Different Gas MAMs offer different levels of service, data and support. Stark provides Day + 1 gas data, metering expertise and ongoing portfolio support to help organisations get more value from their gas estate.

Why choose Stark as your Gas MAM?

Stark combines engineering expertise, operational support and trusted gas data into one accountable service.

Why would I switch MAM?

To gain greater visibility, improve data access, receive dedicated support and get more value from your metering spend.

Will I get daily gas data?

Yes. We provide Day + 1 gas data via Stark ID as standard.

Will I need a new contract?

No. Gas MAM services are typically appointed through supplier nomination.

Will my gas supply be interrupted?

Our adoption-first approach is designed to minimise disruption wherever possible. However, dependent on meter size there may be a minimal outage.

Sub-metering

Can Stark provide sub-metering solutions?

Yes. Stark provides electricity and gas sub-metering solutions, including surveys, hardware, installation and data collection services. Sub-metering can help customers gain greater visibility of energy consumption, support tenant billing and identify opportunities to reduce energy waste.

Does MHHS apply to sub-meters?

MHHS applies to fiscal (primary) electricity meters only. However, sub-metering can still play an important role in providing detailed insight and improving energy management across your estate.

How can sub-metering support energy management?

Sub-metering provides more granular insight into energy usage across specific areas or assets. This can help identify inefficiencies, support cost allocation, and improve overall energy performance.

What is a sub-meter?

A sub-meter, sometimes called a circuit level meter, records consumption after the main incoming fiscal meter. They are not used in settlement instead used by end consumers for energy & cost saving, proving successful efficiency projects or pinpointing inefficient equipment. Read more about sub-meters here.

Meter Installations

Can I reschedule an engineer appointment?

We know that sometimes visits can’t go ahead as planned. If you need to reschedule, please reach out to our scheduling team to discuss this with them. Please note that there may be a charge based on proximity to the scheduled time.

What happens if engineers cannot gain site access?

We endeavour to ensure all access arrangements are agreed as part of the scheduling process. If our engineer is unable to access the site or the meter, we will abort the visit and look to reschedule when access can be arranged.

Why isn’t my newly installed meter sending data?

It can sometimes take a few days for us to process engineer files and set up collection on your meter. Once we have set up collection you can monitor this via Data Health on Stark ID.

Will my power supply be interrupted during installation?

In some cases, yes. Whether a power interruption is required depends on the meter type and installation. For example, Whole Current (WC) meter exchanges typically require a short power interruption, whereas CT metered supplies may not require an outage. The requirements for your site will be confirmed before work takes place.

WORKS

General

General Works

Do you provide metering?

Yes, we provide a wide range of utility metering for gas and electric.

How do you help reduce delays typically associated with DNO-led projects?

We take ownership of the programme and provide clear timelines from the outset. By managing applications, approvals, and delivery, we remove uncertainty and give you a defined pathway aligned to your schedule and budget.

How do you support infrastructure projects from start to finish?

We manage the entire process – from initial feasibility and design through to delivery and energisation.

You’ll have a single point of contact while we coordinate all parties involved, including DNOs, ensuring your project runs efficiently and with minimal disruption.

What accreditations do you have?

CHAS accredited contractor, construction online, IGEM, gas safe register, ISO 9001, ISO 14001. Find out more about or accreditations here.

What size of site will you quote for?

We will consider any site, regardless of the size.

What types of customers do you work with?

We work with organisations of all sizes, from individual property owners to large multinational corporations, offering tailored utility connection and infrastructure solutions to meet their specific needs.

Where do you work?

We undertake projects anywhere in England and Wales.

Electricity connections

Do you apply for a point of connection (POC) for electric and is there a charge?

Yes, we apply for the POC. We only pass on costs from the DNO, if there are any, but there is no charge from us.

What are contestable and non-contestable works?

Contestable works can be delivered by an ICP like Stark (e.g. designing and building the network infrastructure).

Non-contestable works must be completed by the DNO (e.g. final connections or reinforcement works).

We manage both elements, acting as your single delivery partner while coordinating directly with the DNO.

What is an independent connection provider (ICP)?

An Independent Connection Provider (ICP) is a company operating under NERS accreditation (the National Electricity Registration Scheme) that executes works on behalf of clients on the electricity networks. ICPs can only operate in accordance to the extent that their accreditation specifies. They cannot take work greater than their stated NERS certification.

What support do you provide for EV infrastructure projects?

EV rollout starts with understanding your power requirements.

We help by:

Assessing existing capacity
Identifying upgrade requirements
Designing scalable solutions for future demand

This ensures your infrastructure is future-ready and avoids costly retrofits.

Why do I need an ICP?

The most common route to completing a new electrical connection, whether it be for an industrial, commercial or residential application is via an ICP.

ICPs can provide greater reliability, complete faster and be more economical than a traditional Distribution Network Operator (DNO).

Why should I use an ICP instead of going directly to a DNO?

Working with an ICP simplifies the process:

One point of contact
Faster response times
Full project coordination
Expert technical guidance

We handle the complexity so you can focus on your wider project goals.

Gas connections

Do you provide disconnections?

Yes we can. We know that the removal of gas comes with an increased electricity load, so can also assist you throughout the transition.

How do I transfer from gas to electricity?

We can manage the process of removal of gas from your buildings, and transfer to electricity to help your journey to Net Zero.

What is a utility infrastructure provider (UIP)?

A Utility Infrastructure Provider (UIP) is an independent, accredited organisation that designs and installs utility infrastructure. UIPs operate separately from incumbent utility companies, offering competitive alternatives for developers and property owners who need new or upgraded utility connections.

Project delivery

How do you ensure projects stay aligned with public sector budgets and timelines?

We provide clear, upfront project programmes and manage delivery end-to-end. By identifying risks early, such as required upgrades or approvals, we help ensure your project stays on track and within funding constraints.

My project is in a busy area, is this a problem?

Not at all. We’ve worked extensively in London and many of our projects have been in exceptionally busy areas. Our team are experts at overcoming the challenges associated with working in high traffic areas.

What’s the lead time from when you receive my order to starting work?

Lead times are dependent on different factors, including the type and size of site (residential, commercial, mixed-use or industrial), and which services you require (gas only, electricity only, dual fuel, asset adoption, EV charging etc.). Once we have the details of your project, we can provide an estimated lead time. Depending on the project, we are typically ready to start work on site six to eight weeks from receiving your order. If your project is time critical, please speak to us about your requirements and we’ll work hard to tailor a programme to meet your deadline.

Who do I contact if I have a question about my project?

You’ll have a dedicated Project Manager, who will be your point of contact throughout your project, no matter which of our services you need. This makes things easy and hassle-free for you, and means you always know who to speak to.

CHARGE

General

General Charge

Can you provide an EV demand assessment as part of your design scope?

Yes. We will take your guidance on what you expect the end user’s EVC needs are likely to be, and we have many examples of current and past developments that we can reference to help advise you.

Can you provide everything required for my EV infrastructure?

Yes, we offer a full end-to-end EV solution. This includes any ICP work and meter installation, full supply and installation of EV charge points, and operation and maintenance of those charge points. We are the only charge point operator who can install meters and do all the ICP work ourselves, which saves you time and money.

How do I use your charge points? 

Download the Stark Charge App, open the app and create an account, add payment details and then select the chosen charge point and start charging! 

How far back does Stark look when analysing energy data?

We require a minimum of 12 months of Half Hourly data, although 24 months is preferred for more accurate and seasonally balanced insights.

What data does Stark use to assess EV readiness on a site?

We primarily use Half Hourly electricity data linked to your MPAN to understand real usage patterns and peak demand. This allows us to assess available capacity and determine how EV charging can be introduced without overloading your supply.

What happens if something goes wrong with a charge point? 

We have a 24/7 helpline on 01293 776 747

What is a Charge Point Operator (CPO)? 

A CPO is a company that operates, manages, and sets up a network of charging stations. Stark Charge are a CPO. Not all installers are CPOs. 

What is the difference between a tethered and socketed home electric charger? 

A tethered electric vehicle charger has the charging cable permanently attached to the unit. A socketed charger (or sometimes called untethered), you use your own charging cable. 

Why doesn’t my energy bill reflect my true available capacity?

Your bill shows your agreed supply capacity (ASC), not your actual usage. Stark analyses your real demand to identify unused headroom, often revealing more capacity than expected.

Fully funded

Are there any hidden costs?

No, Stark will fund the whole installation and provide ongoing maintenance, management and 24/7 support. We would expect the site to manage the area surrounding the chargers ie keeping landscapes managed.

Can Stark take over existing EV charging infrastructure?

Yes, in many cases we can adopt and manage existing chargers, improving performance, reliability, and data visibility without requiring replacement assets.

How do I know if my site is eligible? What is the process?

Simply complete a questionnaire, and a Stark engineer will attend site to perform a complimentary no obligation site survey. We then can assess the viability of the project and work with the site to advise on the number and kw of chargers.

How does a fully funded model differ from a traditional CapEx approach?

With CapEx, you pay upfront and manage ongoing costs internally. With Stark’s fully funded solution, we absorb both installation and operational costs, while managing everything for you.

What is in it for my business?

Access to an additional revenue stream with no capital expenditure.
Increase footfall to your site as the chargers will be advertised and visible to over 600,000 EV drivers on ZapMap.
Point of difference from competitors, making your business stand out.

What’s included in Stark’s fully funded EV solution?

Our fully funded model covers installation, infrastructure, hardware, ongoing maintenance, and data monitoring, removing upfront cost and ongoing financial risk.

Who has control of the tariffs?

Stark will work with the site to advise on appropriate tariffs to attract usage.

Who will maintain the chargers? What if something goes wrong?

Stark will be the CPO (Charge Point Operator) and will reactively monitor and maintain the chargers. Drivers will have access to a 24/7 helpline.

Will I be paying more for the electric?

No, Stark will pay for all the additional electricity used.

Fix your broken chargers

Adoption

Can Stark support underperforming or unreliable chargers not installed by you?

Yes. We can assess, adopt, and optimise existing infrastructure – even if it was deployed by another provider.

How do drivers charge with adopted EV chargers?

In exactly the same way as any other charger. Drivers can conveniently charge their electric vehicles using adopted EV chargers by following these steps:

Locate Charger: Use our Stark Charge mobile app to find the nearest charger within the Stark Charge network.
Connect: Plug the charging cable into your vehicle and the charger.
Scan or Authenticate:  Scan the QR code on the charger and authenticate through the app to initiate the charging session. Click start charging.
Monitor Charging: Through the app, monitor the charging progress.
End Session: Once your vehicle is charged, end the session through the app or by following the provided instructions.
Payment: Payment is handled electronically through the app, ensuring a seamless and cashless experience.

How do you identify issues with existing chargers?

We use performance data, uptime analysis, and site demand insights to pinpoint inefficiencies, faults, or configuration issues.

How does Stark Charge adopt existing EV chargers?

Stark Charge adopts existing EV chargers by taking over the operational responsibilities. This involves an assessment of the charger’s condition, compatibility with OCPP 1.6, and integration into Stark Charge’s network. Once adopted, we ensure seamless management and operation of the charger, offering a hassle-free experience to both charger owners and EV drivers.

We first need to ensure that the EV charger is up to current standards before adopting. Once we’ve carried out these checks, it’s a simple site visit to check the electricals, re-configure the charger over to Stark Charge, carry out a SIM swap if necessary and update the branding/instructions.

What are the benefits of Stark Charge adopting existing EV chargers?  

You get all the benefits of Stark Charge’s service, without the need for a full replacement or install.

Optimised Management: We handle operations for peak performance and minimal downtime. nnNetwork Expansion: Your chargers join our wide network, boosting visibility for EV drivers.
Enhanced Technology: We upgrade chargers for better user experiences.
Maintenance Excellence: Our team ensures consistent functionality and swift issue resolution.
Responsive Support: Charger owners and EV drivers receive timely customer support.
Data Separation: Stark Charge’s standout feature is isolating charger data from building energy data. This maintains your energy management strategies intact while offering efficient EV charging services.

What charge points can you adopt?  

We can adopt any working EV Charge Point that is OCPP 1.5/1.6 compliant.

What is adoption?

Adoption refers to the process by which Stark Charge takes over the management, and operation of existing EV chargers that meet the OCPP 1.5/1.6 compliance standards.

What maintenance is included for adopted EV charge points?

Stark Charge provides comprehensive maintenance for adopted EV charge points. This includes 24/7 support via our UK based helpline, troubleshooting, software updates and maintenance visits. Our goal is to ensure that the adopted chargers remain in optimal working condition, minimising any disruptions in charging services.

EV charging for commercial landlords

Are there grants available for landlords? 

Yes. There are 2 grants available to landlords – the EV Chargepoint Grant and EV Infrastructure Grant. These grants are designed to help landlords with up to 75% of the installation costs.

Can EV charging be scaled across multiple properties?

Yes. We design solutions that can be rolled out across portfolios, factoring in site-by-site capacity and future development plans.

Can I have 1 tariff for employees and 1 for public?  

Yes, you can set different tariffs for different user groups. You would just need to confirm which customers would need to be added to which tariff.

Do you need permission to install an EV charger? 

Tenants should always seek permission from the landlord. nn nnAs a landlord, you do not need to seek permission to install chargers on your building. However, there may be instances where you need to request additional capacity from your local electricity network. We can help with this.

How can landlords install EV charging without capital investment?

Through our fully funded model, landlords can deploy EV charging across their estate with no upfront cost while enhancing asset value and tenant appeal.

How do I bill tenants for EV charging? 

You can simply set a tariff on the charge points for your tenants to pay at the point of charging, which will be paid to you monthly. You will need to make sure to set the tariff high enough to cover electricity costs or you can use this as an additional revenue stream if you wish.

I don’t know what to set as my tariff, can you help? 

Yes, Stark can look at your current electricity tariff and the average charging rates local to your site and work with you to find a reasonable tariff, that will help you make money from your charge point.

EV charging hardware

Can you provide signage or painted bays to help EV zones stand out?

Yes, we have partners to help us do this, and we’ve done it at our Bristol office too.

Do you install load monitoring equipment?

Where detailed consumption data isn’t available, we can deploy temporary load monitoring to accurately assess site capacity and usage.

Do you only install certain models of chargers? 

No, we are not exclusive to any charge point manufacturer, however we do have preferred chargers we like to install. As EV technology is changing rapidly, we have a product team who constantly review the chargers we install so that we are installing the best products for you, with the latest technology.

How do you ensure chargers won’t overload site capacity?

We use real demand data and capacity analysis to design solutions that operate within your available headroom, avoiding unnecessary grid upgrades.

How long do the chargers take to charge a typical car fully? 

This is a sum of the car battery kW divided by the charger kW. Therefore, a 7kW battery on a 7kW charger would take 1 hour or a 14kW battery on a 7kW charger would take 2 hours, and so on. Different car models have different battery sizes, however a common size could be 50kW – therefore this would take roughly 7 hours to charge on a 7kW charger.

What does hardware agnostic mean?

It means we can provide CPO services to any charger which is open charge point protocol (OCPP) compliant. This means we have a wide selection of charge points we can choose to install and adopt.

What is EV infrastructure? 

EV infrastructure refers to the chargers themselves, as well as the associated hardware needed for an EV charger install. This can include cabling, ducting, distribution boards, poles etc.

EV data analytics

Can I get a demo of Stark ID?

Yes. for in-depth training on the full capabilities of Stark ID, email [email protected]

Can I use my charging data to identify where we need more chargers? 

Yes. With Stark ID league tables you can rank your EV charger performance to determine highest and lowest consuming charge points and identify sites where you need more EV chargers. For low consuming charge points, this might show that your charging tariff is too high for drivers.

Can Stark Charge provide more granular data than other providers?

Yes. While many Charge Point Operators provide high-level summaries, Stark Charge offers detailed HH data to give deeper operational insight.

Do you account for future site developments in your analysis?

Absolutely. Planned expansions or increased demand can be incorporated into our modelling to ensure your EV strategy is future-proof.

How do I know how much of my building’s electricity consumption is from my EV chargers? 

On our energy data analytics platform Stark ID we have a useful tool which enables you to split out your EV charging data from your site data, with the click of a button.

How do I track and monitor my data? 

Utilise our energy data analytics platform, Stark ID, to efficiently track and monitor your data. Our platform offers intuitive tools for seamless data management and insightful analysis, helping you stay informed and in control of your energy consumption patterns.

What level of data visibility does Stark provide?

Stark provides detailed Half Hourly data and performance insights for EV chargers, enabling optimisation and informed decision-making.

Will installing EV chargers make energy management impossible? 

EV chargers are powerful and can use up lots of electricity. For some businesses, you could see your electricity consumption double with EV charging. It is therefore important to choose an energy management platform which can integrate your EV chargers and electricity meter data in one place. By doing this, you can separate your EV charging from your building usage, so you can continue being able to visualise and manage your energy.

ZERO

General

General Zero

What is a Baseline Year?

Your baseline year is the year from when your historic consumption data will start, and it serves as the historical reference point to gauge your emissions reductions. To ensure best practice, it is recommended to set your baseline year no more than two years in the past or align it with the most recent year of standard business operations, considering any significant business growth or changes. For businesses committed to or planning to join Net Zero initiatives like SBTi or the UN Race to Zero, specific requirements may apply to the baseline year selection.

What is a Target Year?

Target Year refers to the year in which you will aim to achieve Net Zero. It is crucial in calculating the average emissions reductions needed annually to reach your goal and recommending appropriate products for this period. Just like your baseline year, specific requirements for your Net Zero commitment may influence the target year. Compliance with such commitments could impact the overall timeline for achieving your Net Zero target.

What is Zero?

Stark Zero is a platform that makes planning your journey to Net Zero as efficient and straightforward as possible. As a renowned Data Collector (DC), Stark do all the calculations – applying data science to the high-quality consumption data from Stark ID, creating a bespoke Net Zero plan from this.

Net Zero

Are there any Net Zero laws?

In 2019, the UK was the first major economy in the world to pass laws to reduce emissions and become net zero by 2050, changing from a previous law of reducing emissions by at least 80%.

As a step towards this goal, by 2023 all major financial institutions and companies listed on the London Stock Exchange are required to publish a plan for how they will reach net zero by 2050.

What happens if I fail/miss my Net Zero target?

Failing to meet Net Zero targets may lead to legal and financial consequences, including fines and penalties. It can also result in reputation damage, affect market access and competitiveness, and lead to a lack of governmental support and incentives.

What is Net Zero?

Put simply, Net Zero means cutting greenhouse gas emissions to as close to zero as possible, with any remaining emissions re-absorbed from the atmosphere, by oceans and forests for instance.

Products and recommendations

What are the benefits of installing Solar PV?

Generate your own low carbon renewable electricity at site and reduce your ongoing electricity bills, with no worry about the rising energy prices. As a result, carbon emissions will also be reduced significantly for your business.

What is a BMS?

A Building Management System (BMS) is a computer-based control system that allows monitoring and automatic regulation of building services such as lighting, heating, ventilation/air conditioning (HVAC), fire and smoke alarms. A BMS allows building managers to understand the building’s operations to better adjust and control the systems. This helps to optimise performance and energy consumption with a view to reduce operating costs and Greenhouse Gas (GHG) emissions.

What is a Heat Pump?

Heat Pumps are a low carbon heat source that uses the ambient temperatures from ground, air or water outside to provide heating and hot water for a building. The technology used has been around for years and function similar to an air conditioning unit – in reverse and are up to 4 times more efficient than a gas or oil boiler. This can be more efficient due to the consistency of the ground temperature, and this can also lower operating costs. Heat pumps can even work at temperatures as low as minus 20C.

What is an LED?

An LED (light-emitting diode) is a semiconductor device that emits visible or infrared light when charged with an electric current. LED lighting is one of the most energy-efficient ways to light your premises. LED light bulbs last longer, are more energy and carbon-efficient, and offer better light quality than other types of lighting.

What is Battery Storage and How Does this Product Help?

Using a battery to store energy is a great way to use the energy that you need more efficiently and an excellent replacement to using fossil fuels and a step towards being self-sufficient.

Solar Panels, for example, are most efficient at generating electricity throughout the day and by having battery storage on site, you benefit from storing the excess energy generated to be able to store rather than returning it to the grid and therefore using it at a time more convenient. You can therefore mitigate your carbon emissions during times when the grid may not be as green or for overnight consumption instead.

If you don’t have solar on-site, you can still benefit from lowering your emissions by storing energy when the grid is cleaner to use at alternative times.

What is Carbon Offsetting?

Carbon offsetting is the process of compensating for, or neutralising carbon dioxide or other greenhouse gas emissions released into the atmosphere. Carbon offsetting is achieved by participating in environmental and often socio-economic projects which actively reduce these emissions and as a result balance the gasses which are being removed and released. Carbon offsetting must only be done after reducing the maximum amount of carbon emissions possible (approx.. 80% to 90% reduction), in other words, to compensate only for those “inevitable emissions”.

What is Solar PV?

Solar panels, also referred to as photovoltaics (PV), use energy from the sun and convert it into electricity.

What is Sub-metering?

Sub-Metering is a means to measuring energy consumption for a specific area of a site by installing meters downstream of the main utility meter. nnBy installing sub-meters, or data loggers to existing sub-meters, you can also measure the impact and efficiency of specific equipment on site, processes or individual tenants for billing.

What is Voltage Optimisation?

Specifically designed as an energy-saving process, it regulates the amount of electricity that is supplied to equipment. As standard, the grid provides a higher voltage supply irrespective no matter what appliances actually need.

By installing transformer-based technology/voltage optimisers, the equipment receives a more appropriate lower voltage to increase efficiency. Resulting in decreased electricity costs, carbon emissions, and potentially increasing the equipment lifespan.

Data and calculations

How are my emissions calculated?

We use the UK government conversion factors and categories based on the global Greenhouse Gas Protocol standard for Scope 1, 2 and 3.

These conversion factors are used to convert your energy usage data from Stark ID into kilograms of CO₂ emissions (kgCO₂e). The conversion factors are updated every year to adjust to prevailing conditions including the electricity generation mix.

How is my missing data estimated?

Stark Zero estimates your data with what is already in Stark ID, if some of your data is unavailable, you will be given the option to provide your yearly gas and electricity consumption for the unavailable period and that will be used to calculate your emissions. If you still have any other questions, please contact your account manager to get this sorted.

What is Carbon Score?

The Carbon score represents the efficiency of your sites based on the energy saving equipment installed. It gives you a percentage of how much of the available energy saving technology you are using and how much you could improve by using more.

Why is gas scope 1 and electricity scope 2?

Gas falls into scope 1 as the emissions are created on site. For example, when using a gas boiler to provide heating and hot water, the natural gas is combusted at source and therefore a direct emission in your control. Electricity is classified as an indirect emission, and therefore scope 2 as the electricity is generated elsewhere.

INFRA

General

General Infra

Do we have a minimum/maximum project size that you work with?

We currently have a minimum threshold of 10 residential plots, although we are always happy to look at your projects and assess on a case-by-case basis. We do not have a maximum limit.

Do we have a water offering (NAV)?

We are currently only licenced for gas and electricity networks. Stark Infra are constantly reviewing our product offering, so watch this space.

How does an IDNO differ from a DNO?

An IDNO (Independent Distribution Network Operator) owns and operates electrical networks, similar to a DNO.

The key difference is that IDNOs can adopt newly built infrastructure and provide a financial return, offering both operational support and cost savings.

How does working with an IDNO improve my project experience?

You benefit from:

Reduced capital expenditure through asset value
Simplified application and adoption process
Responsive communication and ongoing support

It creates a more efficient and commercially beneficial delivery model.

What geographical area do you specialise in?

Our Ofgem Distribution licence allows for us to operate within England, Scotland and Wales.

What is an electric network operator?

An electric network operator can mean many things. For the purpose of Stark Infra we are an electricity independent distribution network operator (IDNO).

Distribution Networks are like the ‘local roads’ they carry electricity at lower, safer voltages from the transmission network to the end consumer. They are operated by Distribution Network Operators (DNOs) and independent Distribution Network Operators (iDNOs).

There are 14 regional DNO network areas, six DNOs operate in these 14 areas, iDNOs can operate anywhere in the UK – not restricted by geographical area. There are 20 iDNOs (as of August 2024).

What is an IDNO?

An independent distribution network operator (IDNO) is an Ofgem-licenced distributor of electricity covering England, Scotland and Wales.

IDNOs adheer to the same quality and safety standards as the DNOs, meaning that they are resposible for managing and operating their networks, including faults and maintenance.

IDNOs are regulated by Ofgem’s ‘Relative Price Control’, which caps IDNO charges in line with the DNO equivalent charge.

What is asset adoption and how does it benefit my project?

Asset adoption allows parts of your infrastructure to be transferred to an IDNO.

This provides a financial contribution (asset value), helping to offset your upfront construction costs.

What is the difference between DNO and IDNO?

Regionality – Unlike DNO’s, IDNO’s can adopt and operate networks anywhere in the 14 DNO regions.
Asset Value – IDNO’s are able to offer ICP’s an asset value payment for the adoption of their networks.
Adaptable – being an organisation driven by market demand, IDNO’s have a focus on customer requirements and ensuring networks are built and operated with minimal disruption.
Capacity reservation – IDNO’s can reserve capacity from DNO’s at no additional cost to the client, helping to negate the initial costs of grid reinforcement costs and ensuring that extra capacity is available as your project grows.

Where can I see your G81 and regulatory documents?

The G81 and other regulatory documents are available for you to view here.

Who is my network operator?

Who your network operator is will depend on where you are based in Great Britain, and whether you are connected to the grid by a DNO or IDNO.

There are a number of resources available online to find out who your network operator is, such as https://www.energynetworks.org/customers/find-my-network-operator

Asset adoption

Do you have a portal we can use?

We are currently creating a portal where you can view your full customer journey with us, request AV quotes and review past and ongoing projects. We will look to keep you updated as this progresses.

How do I request an AV quote?

To get started, contact us here. You can also download our AV request form here and email to us here.

Costs

Do you cover legal costs?

Stark Infra cover standard legal costs and the management of the legals process as standard. This gives you clear visibility of the finances involved in your project, and removes the additional resourcing requirements.

Does asset value reduce my upfront costs?

Yes. The asset value contribution is deducted from your total construction cost if you also use Works, meaning you pay less upfront to deliver the project.

How is asset value calculated?

Asset value is based on the infrastructure being adopted and its long-term revenue potential.

We provide full transparency, showing:

Total construction cost
Asset value contribution
Final net project cost

What first payment terms do you offer, and at what stage?

Bespoke financing arrangements are available for customers to ensure their financial requirements are met.

If you can’t find what you’re looking for just drop us a line.

Get in touch now and one of our Product Experts or Account Managers will be happy to assist you.

Home » FAQs

FAQs

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Categories

Customer Support

MHHS

Analytics

Data

Connect

Works

Charge

Zero

Infra

CUSTOMER SUPPORT

Account Management

How do I add a user to Stark ID?

How do I change report recipients?

How do I remove a user from Stark ID?

How do I stop automated report emails?

Who do I contact about billing queries?

Contracts & Appointments

How can I find my contract start and end dates?

How do I find out who my current meter agents are?

How do I get a copy of my contract?

How do I renew my contract?

How do I terminate my contract?

MHHS

Basic understanding and compliance

Can I opt out of MHHS?

How do I know if I’m ready for MHHS?

Is MHHS mandatory?

What is the position for meters that are midway through an existing contract?

Will MHHS affect ongoing MOP agreements?

Contracts and agreements

Can I choose my own metering and data agents under MHHS?

Do I need to request agent appointments through my supplier?

Do you have a MOP contract you need to discuss?

What happens if a NHH meter is in a long-term contract when MHHS migration happens? Is there no need for a MOP?

What happens if the smart meter doesn’t work?

Will cop 3/5/10 mop 5 yr contract still be in place?

Cost and pricing

Are there grants available to support MHHS meter upgrades?

How can poor data increase energy costs under MHHS?

I am already getting HH data for my NHH meter, why am I paying more?

If all meters are to be changed to this and the supplier is responsible for making this happen, will it be the customer who will incur the costs?

What are the cost differences between SMETS and advanced meters under MHHS?

What are the pricing implications?

Why are organisations concerned about MHHS costs?

Will costs increase if I don’t take action ahead of MHHS?

Data management and continuity

How can I ensure that I don’t lose data continuity?

How can I improve visibility across my energy data?

If a supplier has Data Aggregation charges in their contracts, will they remove it?

What is Day+1 energy data and why does it matter?

Who is responsible for energy data quality under MHHS?

Why do multiple data sources create risk under MHHS?

Why is energy data more important under MHHS?

Metering requirements and options

Are smart (SMETS) meters compatible with MHHS?

Can I request meter changes directly through my supplier?

Do all meters need to be upgraded for MHHS?

Do I have to have a SMART meter installed for MHHS?

Do I have to have an AMR meter installed for MHHS?

Does my meter need to be changed and what happens if it doesn’t get changed by the deadline?

My NHH meter is AMR capable already, will my meter need changing?

What are the risks of a mixed meter estate under MHHS?

What if I have a mixed portfolio of Advanced/AMR and Smart/SMETS – can these both be handled?

Why is metering performance critical under MHHS?

Will I be told which meters need to be upgraded?

Will MHHS apply to both electricity and gas meters?

Technical and infrastructure

Are there any DNO costs associated with meter exchanges?

How can I reduce operational risk ahead of MHHS?

My existing meter portfolio is approaching 10 years old. We purchased these meters and want to know how you plan to manage this through MHHS?

What happens if my site has poor signal or limited connectivity?

What will happen to meters in poor reception areas, such as rural locations, where smart meter readings do not automatically get transmitted? Are these going to be forced to take out a phone line or modem connection as a result of MHHS?

What will happen to my data when it happens?

Who is responsible for ensuring meter communications are working?

Will MHHS cause disruption or downtime?

Will there be downtime when meters are exchanged?

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