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Before you get in touch...
You'll find answers to our most frequently asked questions below

Put simply – the standing charge is the fee you pay to your energy supplier to give you access to energy. It’s a fixed amount that’s applied to your gas and electricity bills daily, regardless of how much energy you use.

You’ll always need your prepayment key or card to top-up your traditional Pay As You Go meter, so try and keep them safe. But we all lose things now and again, so if you need a replacement please get in touch and we’ll help you out. Each key or card will cost up to £8 to replace.

Did you know that if you have a smart meter installed, you no longer have to worry about inserting a card or key into the meter. All you need is your unique top-up code with you when you go to top up and the credit will go onto the meter automatically. We also have a handy app, Swift, so that you can top up anywhere, anytime without even leaving your house.

Call us today on 0333 321 6246 to claim your free smart meter.

If you believe the estimate is too high or too low, please provide us with an up-to-date meter reading. A quick and easy way to leave a meter reading is to log into 'My Account'. You can also call our automated service on 0345 130 8966 from your landline or mobile. It only takes a couple of minutes.

If you believe there is still a problem with your statement, please get in touch and we’ll work hard to get to the bottom of the issue as quickly as we can.

Paying our most popular way – by Direct Debit
 Most of our customers choose to pay this way - other than providing regular meter readings you won't need to lift a finger. By paying by Direct Debit, you’ll never have to worry about paying a bill on time again so you’ll always be on top of things. And because it's always our cheapest way to pay, you could save money too! You can manage your account or change your Direct Debit at any time by signing in to your online account. Here, you can choose from a range of different tariffs so that that you can pick one that suits you.

 Paying monthly
 If you've chosen to pay your bills by cash or card you'll receive a monthly bill, normally in the first week of the month. Your bill will show you how much energy you've used, and how much you need to pay that month. You can pay over the phone, by bank transfer, cheque or PayPal. You can manage your account and make a payment at any time by signing in to you online account. You’ll need to provide a monthly meter read to ensure your bill is accurate and you only pay for what you used. We hate estimating as much as you do! More info on ways to pay…

If you're a Pay As You Go customer with a smart meter, managing your energy couldn't be easier:

  • Download our handy Swift payg App meaning you can top-up at the tap of a button. No more need for keys and cards and you can top-up anywhere, anytime from the comfort of your sofa.

  • Top-up online - register for Smart Pay with your unique top-up codes to top-up online, on your phone or from your local PayPoint

You’ll find PayPoint or Payzone in a corner shop, garage or supermarket near you. Find your nearest PayPoint here. You can only top-up during the opening hours of your local PayPoint or Payzone location – so try to make sure you don’t run out of credit outside these times.

A quick and easy way to leave a meter reading is to log in to 'My Account' (you only need your account number and post code to register).

Ami can also help you with this or you can also call our automated service on 0345 130 8966 - it only takes a couple of minutes.

Why not get in touch and see if you're eligible for a smart meter - this means we take automatic meter readings so you don't have to, and there's also a range of other benefits. Give us a call on 0333 321 6246 or visit our Smart Meter page today.

Don't worry, we'll sort it. Just click here and we'll take you through the steps to reset it. Easy Peasy. You just need to know the email you registered with - Ami can help you with this too.

Gas emergencies:
If you smell gas or you’re worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free gas emergency services emergency line immediately on 0800 111 999 (24 hours). You should also:

  • Open all doors and windows to ventilate the property
  • Do not turn on/off any electrical switches
  • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition

Electrical emergencies:
You should call 0800 40 40 90 if you have an electrical emergency or the power is out in your area. If there’s a serious immediate risk, you should call the emergency services too.
105 is a free service, available to people in England, Scotland and Wales from most landlines and mobile phones.  You'll be put you through to your local network operator, who looks after the safety and security of your electricity supply and can give you help and advice.
National emergencies:
It rarely happens, but if there is a national emergency your electricity might be moderated using something called rota load disconnection. Learn more about it here.

Our Priority Services Register is a confidential list of customers who have specific needs or are medically dependent on their energy supply. You can find out more at: This helps us make sure we treat every customer in a way that meets their needs as fairly as possible.

We understand that sometimes things don’t go to plan. If you're worried about paying it's really important that you talk to us - we're here to help. Click here for more info or get in touch by giving us a call on 0345 034 7474.

If you've just moved in to your new pad and we're your energy supplier, you'll want to make sure you're on the best tariff possible. The quickest way is to log in to your online account - we'll always tell you if you could get a cheaper deal. Not signed up for you online account yet? All you need is your account number and postcode to set it up - simple! If you don’t have an account with us yet, don’t worry, just give us a call on 0345 034 7474 or use live chat to set things up.

If you're moving soon, we'll need your final meter readings on your move out date. Then, we'll get your account wrapped-up and explain the options at your new place. Log in to your online account and go to the moving home section. Alternatively, you can click to chat or give our team a call to get everything sorted.

It’s easy, just get in touch with our smart team on 0333 321 6246 and they’ll take you through a few quick questions to book your installation - simple!

To be considered for the Warm Home Discount, you’ll need to apply for the scheme each year. Visit for more info.

No problem – to rearrange an appointment that has already been booked in, please get in touch with us on 0345 043 7474.

If your meter isn’t quite where you’d like it to be, we’re more than happy to move it for you up to 1 meter in either direction, along the same wall. All you need to do is get in touch and we’ll arrange this for you. If you want to move your meter over 1 meter away or perhaps from an external meter box to an internal position, your local distributor may need to move any equipment before we can get this done. It would be best to get in touch with your local electricity distributor or your local gas distributor beforehand to ensure we can get this sorted for you quickly. To book an appointment, all you need to do is call us on 0345 034 7474. Please note that there’ll be a cost for the service which will be outlined to you on the call by one of our account managers, who’ll be more than happy to assist you with any other queries.

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Ami, your instant, automated assistant can help with specific tasks any time that suits you.
I can help you with these 5 tasks:
  • Move in and out reads
  • Updating your bill reads
  • Signing up for an online account
  • Checking your balance
  • Making a payment
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Automated phone line
Available 24/7
If you want to leave a meter read or pay a bill you can call our automated phone line
0345 130 8966
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You can call a member of our team
0345 034 7474
Out of Hours Emergency Information
If you've got a gas or electricity emergency outside of our normal opening times.

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