Below you’ll find a list of our most frequently asked questions

As a responsible energy supplier, we have created this page to provide customers with help and advice. We are working closely with the government, health organisations, Ofgem and consumer advice services to ensure we continue to follow the latest advice.

Are your phone lines still open?

Unfortunately, we’ve temporarily closed our call centre to help reduce the spread of the Coronavirus. During this time we’re prioritising vulnerable customers on prepayment meters or those customers off supply. If your query isn’t urgent please login or register for an online account or send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818.

I’m a prepayment customer and worried about going off supply.

Should the Government require the closure of businesses, as part of the national plan to slow the spread of the Covid-19 epidemic, then your local PayPoint outlet may no longer be available for meter top-ups.

As a precaution, we are recommending that, if possible, prepayment customers top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here.

What if I’m struggling to pay my bills?

If you are struggling to pay your bills, please contact us as soon as possible and we can work with you to find a solution.

I can’t get out to top up my meter, what can I do?

If you have a smart prepayment meter you can top this up here. For other prepayment meters, in the first instance you should ask a friend or relative if they can collect your meter card or key and top this up for you. If you have no other options please send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818.

I’m on the Priority Service Register, does that mean I won’t go off supply?

Obviously we can’t guarantee this, however you will be priortised for reconnection in the event of an incident. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.

I’m reliant on electricity for my health, what should I do?

Please ensure you have updated the Priority Service Register. You can find more information about this here. This free priority service is available to anyone eligible who lives in England, Scotland and Wales. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.

I have an appointment booked will this go ahead?

We are reliant on 3rd parties to provide services such as meter exchanges, smart meter upgrades and meter reading services for example. At this point our suppliers are trying to maintain normal levels of service but this may change and they are committed to keeping you informed.

I’ve lost my prepayment card/key

Please send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818.

I’ve have an electricity emergency what should I do?

Please dial 105.

I’ve have a gas emergency what should I do?

Please dial 0800 111 999.