We’re now running a limited phone service. Our call centre is open Monday to Friday, from 9am to 5pm.
How can I top up my meter?
How do I read my pay-as-you-go meter?
For more info about reading your meter, download our PAYG Guidance Booklet.
Can I make phone or online payments if I have a normal PAYG meter?
I've lost my PAYG card or key, what should I do?
Give us a call on 0800 121 6699 between 8.00am and 8.00pm Monday to Friday or between 9.00am to 5.00pm on Saturday, tell us your account number and we will send you a new one.
To cover our costs, we may need to charge you £8.25 for a replacement key or card. It may take up to seven working days to arrive, but we will do everything we can to make sure you do not have to go without gas or electricity in the meantime.
My meter key or card is faulty, what should I do?
If you are having issues with your card or key, then you should get in touch with us so we can help resolve the issue. We will either sort out a replacement key or card or make an appointment to visit your home if there is a problem with your meter. You can call us free on 0800 121 6699 between 8.00am and 8.00pm Monday to Friday or between 9.00am to 5.00pm on Saturday.
I’m having problems paying for my gas and electricity, what should I do?
Don’t panic – we can help. Speak to one our customer services team for free on 0800 121 6699 between 8.00am and 8.00pm Monday to Friday or between 9.00am to 5.00pm on Saturday. They will listen to your concerns, find out about your situation and then give you advice about the payment options that could help you out.
There are also a number of independent organisation that can support you if you are having difficulties paying for your energy bills. For more information, check out our Independent support and energy discount schemes FAQs page.
PAYG meters and debt
If you had a pay-as-you-go meter installed to help you repay a debt, the debt will be collected each week from the credit you put onto your meter. If you check the displays on your meter regularly you will see the amount of debt reduce as you add credit. Once you have paid the debt in full, your meter will automatically stop collecting these payments.
If you are paying us back in this way, it is important to stick to the payment schedule we agree with you. If you do not, then we can ask you to pay us the full amount straight away, or to pay us using a different, faster method. Either way, we will let you know before we make any changes.
What is emergency credit?
Emergency credit is for times where it is not possible to get to a Post Office, PayPoint or Payzone, such as your meter running out in the middle of the night or getting snowed in and stopping you from getting out of your home for a while.
How does it work?
All you have to do is insert your key or card into the meter and then follow the onscreen instructions to accept emergency credit. This will be taken out of the money you add to your key or card the next time you top up, so remember to top up enough money to cover this as well as the energy you need, any standing charges and any weekly collection you might owe.
Paying back emergency credit
Every time you top your meter up with credit two things happen:
- The meter automatically checks to see if you have an agreement with us to reduce your debt with a weekly collection. If so, and the weekly payment is due, it will take this out of the credit you top up with. If you are paying us back in this way, you will need to stick to the payment schedule we agree with you. If you do not, we can ask you to pay us the full amount straight away or we can ask you to pay us using a different, faster method. Either way, we will let you know before we make any changes.
- The meter checks to see whether you have used any emergency credit or if you owe anything for a standing charge. Your standing charge is not collected when you use your emergency credit so you will need to pay it back when you next top up.
I’m moving home, what will happen to my PAYG meter?
Moving home does not mean that you have to switch to a different energy supplier. In fact we will be happy to supply your new home and give you all the help you need during your move.
Moving to a house with a PAYG meter
If you are moving to a house that already has a gas or electricity pay-as-you-go meter, then you will need to contact us so that we can take your details and set up your account correctly. We will send you a new card or key, as using the previous occupant’s could mean that the credit you pay for goes to someone else’s account.
If you are moving to a property without a pay-as-you-go meter, then the best thing to do is to speak with our customer services team and talk through the options available to you.
Information we'll need from you
When you move home we will ask you to provide us with the following things:
- Your meter reading from the property your leaving – try to take this on your moving out day, or as close to it as you can to be accurate.
- The amount of credit or debt on the meter.
- The meter serial number – you can find this on the front of your meter next to the barcode, it usually looks something like: X00L12345
- Your new property’s address and the date you’re moving in.
- The meter reading from the property you move into, take this as soon as you can, ideally on the day you move in.
Finding your new meter reading
To give us the meter reading from your new home, just press the display button and write down the number shown on the screen. Call us on 0800 121 6699 to give us your reading and we will get a new account set up for you.
We will either send you a new key or card in the post or we will give you a unique reference number (URN) you can use to pick up your new key or card from a local outlet. This may not be the same place you go to top up your key or card.