If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services line immediately on 0800 111 999.
If you have a power cut, please call 105 where you will be transferred through to your local electricity network operator.
If you are reliant on electrical medical equipment and have lost power outside of our opening hours, please call 105 immediately.
If you are struggling to pay and believe your supply may be affected, we may be able to help. Please contact us to discuss your individual circumstances.
You will also find below further information about organisations that can help if you’re struggling to pay:
StepChange Debt Charity or
0800 138 111
StepChange has more than 25 years’ experience in providing free, expert debt advice. No matter how large or small your debt problem is, they can help. They’ll look at your financial situation, give you expert advice and recommend debt solutions to suit your situation. They can also help you set up and support your chosen solution.
E have partnered with IncomeMax who can help you regain your financial freedom and stay in control or your finances in good times and bad. They help find millions of pounds of unclaimed benefits, grants and other financial help for customers every year. To request a referal or to find out more, contact us on 0333 103 9575.
Our Priority Services Register provides you with access to a range of helpful and accessible services, with no extra cost to you. If you, or someone in your household is of pensionable age, disabled, has a long term illness, rely on electrically powered medical or mobility equipment or have children under the age of 5, then you may be eligible for the Priority Services Register.
How can we help? We are committed to helping customers who may require extra support. Here are some of the additional services available through the Priority Services Register:
Meter Move: If your prepayment meter is hard to reach or you're struggling to use your prepayment meter due to infirmity then we may be able to arrange for the meter to be moved to a location that is more accessible.
Password Scheme: We realise that you need to be sure about the identity of anyone visiting your home so we offer you the extra security of using our password service. You can set up a personal password which our representatives will quote when they visit your home.
Gas Safety Checks: We can provide a free annual check on your gas appliances subject to you meeting certain eligibility criteria.
Alternative Format Correspondence We can arrange for communications to be sent in alternative formats such as large print and braille.
If you would like to be added to our Priority Services Register, please contact our Customer Service Team. With your consent, we will pass your details on to your local network operator. This means they can give you appropriate support should there be a power cut, they can also give you advanced notice of any essential work that could disrupt your supply.
If you can’t get to a charging outlet and have run out of gas or electricity, you can use the emergency credit on your prepayment meter. When your credit is running low, you may hear a warning bleep. Just insert your key or card to release the emergency credit. There are no additional charges for using your emergency credit.
‘Friendly Credit’ means you will not lose electricity during evenings, weekends and bank holidays.
If you run out of credit (standard or emergency) during the following hours, your electricity will not go off supply:
Monday to Saturday 8pm – 8am
Sunday all day until 8am on our next working day
Bank holidays all day until 8am on our next working day
(For Smart Meters from 3pm – 10am Monday to Friday, Saturday and Sunday all day, bank holidays all day until 10am on our next working day)
The next time you top-up, any emergency and friendly credit used will be deducted from the payment you have made.
If you are a new tenant in a rented property, you may use the existing prepayment key and card; they are both registered to the property’s meter and not the individual tenant. If you don’t have a key and card, please contact us and we will send one to you urgently.
New to prepayment meters?
Download our prepayment meter user guide here
We are pleased to be offering the Warm Home Discount to eligible customers this winter.
What is the Warm Home Discount? The Warm Home Discount is a government scheme aimed at tackling fuel poverty. The scheme offers a payment of £140 towards the energy bills of households who need it most.
Who is eligible? The scheme has two categories:
Core Group If you are in receipt of the Guaranteed Element of Pension Credit, you will be in the ‘Core Group’ and should not need to apply. Instead, you will be contacted directly by the Department for Work and Pensions (DWP).
Broader Group We also accept applications into a Broader Group which is determined by a wider set of eligibility criteria. Allowing us to help as many of our customers as possible. The Broader Group has a limited number of rebates available which are awarded on a first come first served basis to those who apply and are eligible.
For more information on our Warm Home Discount scheme, please click here.
Our call centre advisors will ensure you receive the highest level of customer service possible at all times. They are thoroughly trained to deal with any possible enquiry or situation that may arise. We have Guaranteed Service Standards that you can expect from us.
In the unusual event that you don’t feel satisfied with the service we have provided please follow our Complaint Handling Procedure.