Policies

If you're having trouble paying your energy bills, please get in touch with us as soon as possible to discuss your payment options. We have plans and resources available to help you.

There are some other ways to get support too, including:
National Debtline online or call 0808 808 4000
Citizens Advice online or call 0844 111 444
Stepchange online or call 0800 138 111

Don't worry, we won't consider cutting off your energy supply unless you have multiple outstanding payments, or have repeatedly missed payments, and we’ll always follow the industry standard processes.

It’s important that you let us know if you or anyone living at your address are of a pensionable age, have an impairment, disability or chronic illness or long-term medical condition (including and not limited to a visual, auditory or mobility impairment). Or if you have young children or those who are otherwise vulnerable in your home.

You can do this:

• When you switch, by filling out the section on ‘Priority Service Register’ when prompted during the sign-up process.
• At any time by logging into your account and selecting the ‘Settings’ section, then ‘Priority Service Register’ and 'Medical Dependency'.
• By emailing us or calling us on 0808 501 5277*. We’re open Monday to Friday 8am to 8pm and Saturday 9am to 1pm (except for bank holidays).

If you find yourself struggling to pay for your energy, please let us know as soon as you can. We can give you information on how to manage your energy payments or refer you to agencies that can help with budgeting advice.

After you’ve agreed to switch to us, you have a 14 day cooling off period to change your mind and cancel without any fees. To cancel within this time you can email or phone us.

Energy theft, or meter tampering, is where someone deliberately alters their gas or electricity meter, so it doesn’t record their usage properly

It’s a criminal offence which can lead to a fine and 5 years in prison, but more importantly it’s extremely dangerous. Tampering with a home’s energy supply can put the safety of people in the property and surrounding area at risk.

If you think someone is stealing energy or tampering with their meter, we need to know. Just call us on 0808 501 5277*.

Other ways to report energy theft:
United Kingdom Revenue Protection Agency
Stay energy safe - report energy crime

Find out more about our commitment to the Energy Theft Charter.