Welcome to the documents centre
Everything you need in one location
Most popular downloads
Here you’ll find plenty of useful information to help you manage your energy account.Download
Ts and Cs – Customers onboarded from 31st March 2021
And applicable to all customers from 13th May 2021Download
Ts and Cs – Customers onboarded before 31st March 2021
Only applicable until 13th May 2021Download
- Complaints Performance and Handling
- Consumer Checklist
- Consumer Checklist – Welsh
- COVID risk assessment
- Distribution Network Operators
- Fuel Mix Disclosure
- Gas Safety Statement
- Guaranteed Standards of Performance
- How to understand your bill
- Life’s a Beach – Ts and Cs
- My Account portal phone icon – Android
- My Account portal phone icon – Apple
- Priority Services Register
- Refund Policy
- Services for Prepayment Meter Customers
- Smart IHD Guide
- Smart Tariff Terms & Conditions
- Theft Charter Commitment
- Treating Customers Fairly
- Ts and Cs – Better Energy customers
- Ts and Cs – Customers onboarded before 31st March 2021
- Ts and Cs – Customers onboarded from 31st March 2021
- Welcome Pack
Do you have a question?
How do I send my first meter readings?
How long will it take to complete the switch?
It can take up to 21 days for us to complete the switch. It might take longer if there is an objection from your current supplier or we need further information from you.
Can’t see an answer that you’re looking for?