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@Anonymous
You do need to ring customer services, it's as simple as that. We had problems with our meter a few months back and they sent someone from the meter services to change it.
If you explain you have difficulty accessing your cellar, they may relocate it for you.
Either way, nothing will happen or be improved, until you phone SP Customer services. 
Some Positive Feedback
Thank you @Cleoriff for your encouraging reply 
Lengthy constructive exchange of information with a lovely Scottish lady called Almas
I was anxious to begin with ... it helped that I did not have to wait long for a pleasant, efficient & knowledgeable CS advisor
Little background noise ... & ... Almas spoke clearly over the phone
It helped that I firstly asked if she could speak slowly to me as I am mentally & physically disabled ... this kicked things off
Without dotting every i and crossing every t ... ... ... suffice to say I now have 3 helpful telephone numbers probably relevant to me and my circumstances: Energy Efficiency Advice + Warm Home Discount + Over 60's Yearly Winter Discount (I am 65)
The meter reading department have now been notified to arrange a visit
I will be contacted when SP are to be in the area installing smart meters which I would like ... I had thought I'd not be allowed one as I live in an old house
I thanked Almas & wished her a pleasant day
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Well done @Anonymous
Once you have the confidence to call, you usually find they are most helpful to all elderly and 'at risk' customers
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Glad you got it sorted @Anonymous
I haven't been able to read my meter in the 18 months I've lived here. I've had an estimated bill every month.
My meter is a cupboard at ground level, I can't get down to read it or I wouldn't be able to get up again. For a smart meter, it's so smart that it can't be read by either my son or my carers. It's an online only dual energy company with no telephone support and no email support....yet every month I get an email telling me to submit my meter readings via the app.
All there is in the way of support is a virtual assistant (a bit like Ask Lucy for those who remember her on the O2 site)
Eventually I got an email stating a meter reader would call but apparently he was outsourced. You couldn't make it up!
Upshot was that I was £185 in credit. There was no way to request this be paid back into my account and they simply adjusted my direct debit.
Guess who is going to change supplier......
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Shocking, pardon the pun!
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I'm with Atlantic. A subsiduary of SSE. They are absolutely brilliant. Great call staff. I have a dual tariff with them Gas and Electric. At the end of the year if I have overpaid, they put it into back into my bank account.
In April this year I had a letter to say I had overpaid by £1040!! So I called them. I knew that was a mistake. A great CS told me they were about to pay that back into my bank and it was red flagged. Apparently my electric meter hadn't recorded anything for 5 months.
A meter engineer came within the week. Another great guy. He job was to fix existing meter. It couldn't be fixed. So he rang and asked for another job number to exchange the meter instead of making us wait.
Job number came through. He changed the meter.
We had to phone them after 4 weeks with new meter reading so they could estimate how much they owed us.
We phoned after 4 weeks and voila a week later they repaid £560 back into our bank. Also reduced our monthly Direct Debit.
I know if we did a comparison check we may find something cheaper. I'm not interested if honest. I have had nothing but excellent service from Atlantic and I can guarantee that at the end of the year, we always get a rebate.
