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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.

Power cut

Power Cut

If you have a power cut, please call the telephone number for your region in the table below.

Medical equipment

Electrical Medical Equipment

If you are reliant on electrical medical equipment and have lost power outside of our opening hours, please call the relevant telephone number for your region below immediately.

Regions Distributor Number
17 North Scotland SSE Power Distribution 0800 300 999
18 South Scotland SP Energy Networks 0800 092 9290
15 North East England Northern Powergrid 0800 6688 77
23 Yorkshire Western Power Distribution 0800 6783 105
16 North West England Electricity North West 0800 195 4141
13 Merseyside and North Wales SP Energy Networks 0800 001 5400
21 South and West Wales Western Power Distribution 0800 6783 105
14 West Midlands Western Power Distribution 0800 6783 105
11 East Midlands Western Power Distribution 0800 6783 105
19 South East England UK Power Networks 0800 3163 105
12 London UK Power Networks 0800 316 3105
10 East Anglia UK Power Networks 0800 316 3105
20 Southern England SSE Power Distribution 0800 072 7282
22 South West England Western Power Distribution 0800 6783 105
Northern Ireland Northern Ireland Electricity 03457 643 643

Special needs

Special Needs?

We are committed to helping customers with special needs. If you have a chronic illness, are registered disabled, are of pensionable age or live with children aged 5 or under; or otherwise in a vulnerable situation and require additional services related to your access, communication and safety needs, please contact us to update our records.

Statement/Bill Redirecting: We will send any statements or other correspondence to any other person that you nominate, if that person agrees to receive them.

Meter Readings: We will advise you of all meter readings taken if you contact us.

Meter Move: If you are struggling to use your prepayment meter because of infirmity, if it is feasible we will arrange for the meter to be moved somewhere more accessible.

Talking Statement: If you’re partially sighted or blind, one of our advisers will call you, read a summary of your statement and answer any questions you may have.

Emails/Letter: Of course you can always write to us with any questions or problems. We will always endeavour to help.


If We Visit You

We realise that you need to be sure about the identity of anyone visiting your home, so you can have the added security of using our password service. We can hold your personal password securely on our system, for our representatives to quote when they visit your home.

Any representative of ours who visits your home will possess the skills necessary to perform their job. They will readily identify themselves and will be able to direct you to the right place for help and advice.

Please contact us to arrange a password.


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) after 8pm* weekdays, you will not go off supply until 8am* the following working day.
*After 3pm weekdays until 10am the following working day for Smart Meters.

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.

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.