New customers

New customers

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.

We will let you know when you need these. Just log in to your online account, email us at or call us on 01772 395777.

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 8pm
  • Saturday - 9am to 1pm.

If you need to get in touch outside these hours, drop us a message at and we'll get back to you as soon as we can.

Citizens Advice has put together this consumer checklist (PDF, 131 kb) to help you understand your rights as a customer. 

Our first Fuel Mix Disclosure will be published in September 2017.

'Fuel Mix' refers to where we get our energy from, how much of it comes from renewable sources, etc.

We buy energy from existing suppliers and generators. As such we don't have full control over how sustainable our energy is. 

We aim to strike the best balance between low prices and reducing carbon emissions over time.

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.