LOUISVILLE, Ky. — The recent colder weather and the increased cost of natural gas have some LG&E customers shocked when their bill arrives, which has some taking a second-look at what they are being charged.

That closer look at the bill has some LG&E customers frustrated to find out that sometimes, their meter reading is estimated.

LG&E spokesperson Liz Pratt said the utility provider’s billing process is to read all meters.

“It can be done in person, by the meter reader actually physically reading the numbers on the meter, or using a device that can automatically detect it using a radio frequency,” Pratt explained.

However, sometimes LG&E needs to estimate a customer’s meter reading, which can include:

• A damaged meter
• Blocked access to the meter (locked gate or overgrown vegetation)
• Pets that pose a safety risk to meter readers
• Meter readers off work because of COVID-19, which creates a staffing shortage

LG&E reads about 1.2 million meters each month, Pratt said. Of those meters, about 9% required an estimated read over the past year (Jan. 2021–Jan. 2022). 

“We are always reading meters,” Pratt said. “In the event a customer does have an estimated reading, there will actually be note that in the curate usage section in their bill…and, what’s most important, is a customer will only be billed for their actual usage.”

When a meter reading is estimated, Pratt said the amount is based on several factors, such as a customer’s usage history and current weather.

On the second page of an LG&E residential bill, there is a section called “Current Usage.” Under that it states “Meter Reading Information.”

If your bill states “Estimated kWh Reading,” then your meter reading was estimated on the date stated. If under that section it states “Actual” or “Verified kWh Reading,” then the meter reading was actually read by a meter reader or device. 

The same labels apply the gas usage section, too, stating “Actual (or Verified) ccf Reading” or “Estimated ccf Reading.”

Pratt said estimates can be higher or lower than actual usage, but the following bill will correct any discrepancies.

LG&E is required to perform actual meter readings at least once per quarter, Pratt further explained. If the utility provider can’t access a customer’s meter or has to estimate their meter reading, Pratt said LG&E communicates that to the customer (via door-hangers, mail, and noted on the bill) so a meter reader can perform an actual reading within that time frame.

So while you can’t control weather or if meter readers get COVID-19, you can control if your meter is accessible.

“Taking a look on the bill to see when the meter will be next read is really important to make sure that there’s easy access to the meter, for the meter reader,” Pratt said.

So, if you want to avoid having your meter reading estimated on your next bill, look at the first page of your bill, under LG&E’s contact info toward the top right page, to see which dates your meter will be read. Then, make sure your meter is accessible, which ensures your meter is likely to be read versus estimated for your bill.

If a customer receives a bill with an estimated meter reading they think is significantly higher or lower than what their current meter displays, Pratt said call LG&E to provide their meter’s current reading.

If you’re at risk of being disconnected or having trouble paying your bill, contact LG&E for help.

Additional resources and LG&E bill assistance

Need help paying LG&E bill?

If you’re having difficulty paying your LG&E bill, contact LG&E right away to talk about options, such as LG&E’s budget payment plans and LG&E programs and community assistance agencies that may help customers with utility bills.

At-risk of disconnection by LG&E?

LG&E’s website explains that if you’re at-risk of being disconnected to pay as much as they can and use LG&E’s self-service options (mobile app, online MyAccount, phone IVR), which are available 24/7, to establish a payment arrangement for the balance. 

Late payment charge waiver

If you have not had a late residential LG&E bill payment in the past 11 months, but you miss a payment deadline, you are eligible for a one-time late payment charge waiver. Contact LG&E prior to your next bill to request the waiver.  

How can I reduce my energy bill?

Weather and energy-use habits are two major factors that impact monthly bills, Pratt told Spectrum News 1. 

Winter tips to help manage energy use in the winter include making sure your heating system/furnace is operating efficiently. You can also affect energy use by adjusting your thermostat down a few degrees and sealing up leaks around doors and windows.

LG&E has several videos that offer energy efficiency tips and resources.