New customers

New customers

We will let you know when you need these. Just log in to your online account or use the form on the contact us page.

It's easy - just visit

You'll need to tell us your account number (on your welcome email and letter), postcode and date of birth.

Your online account will be available as soon as you sign up, even if we're not supplying your home yet.

There is a 14-day 'cooling-off period' after you sign up. During this time you can leave us without paying any charges.

It usually takes us 3 weeks to start supplying your home, so we won't need to send you a bill if you cancel.

You are free to leave us after the cooling-off period, but you may receive a bill for the energy you've used. Depending on your tariff there may also be an exit fee. 

It usually takes 3 weeks from the day you sign up. 

This is because it takes time to arrange the switch with your current supplier. 

Read our Treating Customers Fairly document for a run-down of what we do to ensure great service for our customers.

Our customer service centre opening times are:

Monday to Friday: 8am to 5:30pm (not including Bank Holidays).

If you need to get in touch outside these hours, drop us a message using the form on the contact us page and we'll get back to you as soon as we can.

Citizens Advice have put together the Consumer Checklist, to help you understand your rights as an energy customer. 

Know your rights

It's easy to get free, independent advice so that you "Know your rights" as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you're struggling to pay your bills. To "Know your rights" visit for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06

Please download the leaflet for more additional information:

We are happy to send customers a hard copy of the Consumer Checklist on request. Please call or email us with your request and we'll issue your document within 7 working days.

If you have a gas emergency, such as a gas leak or a carbon monoxide leak, call the free 24-hour Gas Emergency Services helpline:

0800 111 999

Also be sure to open all doors and windows, switch off all electrical appliances and don't light any flames.

If you have a power cut or other electrical emergency, you'll need to contact your electricity network operator.

You can find your network operator on the National Grid website.