Smart Meter Top-up

E Support

We’re here to help

Smell gas?

Smell Gas

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.
For anything else, please visit our FAQ's.

Power cut

Power Cut

If you have a power cut, please call the free nationwide number,105 where you will be transferred through to your local energy network operator.
If you think the problem may be with your meter, please visit our FAQ's for further support.

Medical equipment

Electrical Medical Equipment

If you are reliant on electrical medical equipment and have lost power outside of our opening hours, please call 105 immediately.

Special needs

Struggling to pay?

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 to refer our customers to them for support. They help find millions of pounds of unclaimed benefits, grants and other financial help for customers every year. To request a referral or to find out more, contact us on 0333 103 9575.

Special needs

Priority Services Register

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.


Emergency & Friendly Credit

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.


Bereavement Support

We know what a difficult time this is for you and we want you to know that we are here to help.

If you need to let us know that the account holder has passed away, you can contact our dedicated Bereavement Support Team on 0333 103 9575or email

We have also put together some information about what we may need from you so you can be prepared for the questions we may ask and the information we may need, you can find the information here.


SEG Tariff

The smart export guarantee (SEG) is an obligation set by the government for licensed electricity suppliers to offer a tariff and make payments to small-scale low-carbon generators for electricity exported to the National Grid, providing certain criteria are met.

We offer one SEG tariff. This is a variable tariff which will pay a rate of 1p/kWh of electricity exported. To be eligible for this tariff, you must meet the following criteria:

  • have a meter that is compliant with meter legislation that can measure export in half-hourly intervals,
  • provide us with actual readings at a frequency determined by us,
  • generate electricity using either solar photovoltaic, hydro, micro-combined heat and power, wind or anaerobic digestion in the UK,
  • your total installed capacity must not exceed 5MW, and micro combined heat and power must not exceed an electrical capacity of 50kW,
  • your installation is suitably certified through MCS or equivalent,
  • you must not receive FiT export payments whilst on a SEG tariff, and
  • you must not receive SEG payments from another SEG Licensee.

Additional terms and conditions apply. If you are interested in our SEG tariff, please email for more information, including our T&C’s.



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

Warm Home Discount

Warm Home Discount

What is the Warm Home Discount? The Warm Home Discount is a government scheme introduced to help households struggling with the cost of heating their homes.

Customers who live in England and Wales do not need to apply for the Warm Home Discount Rebate, instead the scheme offers a payment of £150 towards the energy bills of households with the lowest incomes and highest energy costs. These are the households who need it the most.

For customers who live in Scotland, the scheme has two categories; Core Group 1 and the Broader Group.

For more information, 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.

Call us on 0333 103 957

Call us on

0333 103 9575
Monday - Friday 8am - 7pm
Saturday 9am - 5pm

Write to us

Write to us at

E, T3
Trinity Park
B37 7ES