We’re aware of people door-knocking in the Nottingham area. We don’t door step people, so please make sure you check id’s and be careful what personal information you are asked to disclose.

To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.

If you need to submit a meter reading or pay your bill – that’ll definitely be faster from your online account.

What is emergency credit?

Emergency credit is for times when you can’t get to a Post Office, PayPoint or Payzone. So perhaps your meter’s run out in the middle of the night, or you’re snowed in and can’t get out of your home for a while.

How it works

Just insert your key or card into the meter then follow the instructions on the screen to accept emergency credit. This will be taken out of the money you add to your key or card next time you top up, so remember to top up with enough money to cover this plus the energy you need, any standing charges, and any weekly collection you might owe.

Paying it back

Each time you top your meter up with credit two things happen:

  1. The meter automatically checks to see whether you have an agreement with us to reduce your debt with a weekly collection. If you do, 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’ll need to stick to the payment schedule we agree with you. If you don’t, 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’ll let you know before we make any changes.
  2. The meter checks to see whether you’ve used any emergency credit or if you owe anything for a standing charge. Your standing charge isn’t collected when you use your emergency credit, so you need to pay it back when you next top-up.

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.