We can confirm that the sale of our business to British Gas has now completed. British Gas will start writing to customers from week commencing 21st September inviting them to move across.

We will be here to continue supporting our customers and to make that journey as seamless as possible.

Browse by topic

Bills & payments

What happens if I don’t contact or pay you? How will my electricity costs be calculated? How will I be charged for my energy supply? How do I make sure I’m paying the right amount? How often will I get a bill? How do the different methods of payment work? Paying my bill I’m having problems paying for my gas and electricity – what can I do? How do I change my bank details? third-party-deductions

Meters & readings

How to take your smart meter reading Submit your meter readings How do I read my electricity meter? My meter is broken How do I read my gas meter?

Switching

What if I have special requirements? How long will it take me to switch? Will I need to contact my current supplier to switch? Someone has wrongly switched you by accident

Our tariffs & fuels

What is an Economy 7 Tariff ? What is a dual fuel tariff? What fuels are used to generate my electricity?

Pay as you go

What is emergency credit? I’m having problems paying for my gas and electricity What happens to my pay as you go meter when I move home? How do pay as you go meters work? I’ve lost my pay as you go key or card, what can I do? How can I top up my meter? I’m having problems with my pay as you go meter third-party-deductions

Smart meter support

How do you read messages on your IHD How much energy are you using and how much does it cost? How to manually top up if your IHD is missing or broken How to take your smart meter reading Introduction to your smart meter In House Display unit Payment and topping up your smart meter Settings cost & eco energy targets with your IHD Topping up your smart meter using your IHD Viewing your energy usage on your IHD What does your smart IHD home screen look like? Emergency credit and friendly credit What does your smart IHD main menu look like?

Energy advice

How the energy market works What are the different types of renewable energy schemes ? Energy price caps explained What makes up your energy bill?

In an emergency

What should I do if I’m worried about carbon monoxide? What should I do if I have an electrical emergency? What should I do if I have a gas emergency? What is emergency credit? COVID-19 support

Warm home discount

What happens if you are eligible, but have not received a letter? What is the Warm Home Discount Scheme?

Complaints

How can I make a complaint?

Online account

What rights do I have if I decide to cancel? Why should I create an online account?

Covid-19

COVID-19 support

Not found the answer you were looking for?

Please get in touch if you have any queries or complaints, and we will be happy to help you out with the information you need.