Your questions answered
I’m on a prepayment meter, why have you sent me a statement?
We send you an annual statement to show you how much gas and electricity you have used over the year and how much you have paid.
Am I using the right key/card?
I’ve just moved into a property with prepayment meters, what should I do?
As soon as you have moved into the new property, please contact us immediately and we will send a new key/ card to you. It is important you advise us of your move, as there may be existing debt on the meter. Our customer services team will be happy to help.
My key/ card isn’t working, what should I do?
My meter is displaying an error, what should I do?
Why is my meter bleeping?
Your meter bleeps when you’re running low on credit, at this point you can activate your emergency credit by inserting your key/ card into the meter and pressing button A if needed.
My credit is running low, where can I top-up my account?
How do I activate my emergency credit?
You can activate your emergency credit by inserting your key/ card into the meter and pressing button A if needed.
What happens when I am in emergency credit?
When you are in emergency credit your meter will not collect the daily standing charge or any debt repayments, this is to ensure your emergency credit lasts as long as possible. When you next top up your meter, you’ll be required to pay; the amount you have used for emergency credit, any unpaid standing charge and unpaid debt repayments.
Where does my credit go?
When you top up your meter, you are covering the costs of the following items:
- Weekly debt recovery rate
- Repayment of any emergency credit that has been used
- Daily standing charge
- All remaining balance will be applied as credit to your meter
I’ve lost my prepayment key or card to top-up my meter, what should I do?
If you lose your key or card, please contact us as soon as possible and we will arrange for a new one as quickly as we can. We may even be able to arrange for you to collect the new key from a local outlet.
Please note– If you lose your payment device there will be a small charge to replace this.
Do I still need to provide a meter read?
When you top up your prepayment meter, we automatically receive your meter readings; therefore, you don’t need to provide us with this information.
Please note we are required to send a meter reader to your property every two years to ensure everything is working as expected.
Why do I pay standing charge?
The standing charges on your energy bill cover the fixed costs of providing your home with gas and/or electricity (each will have its own standing charge). These costs include the price of keeping your home connected to the energy network, carrying out meter readings, maintenance and other related charges.
I have a prepayment meter, can I exchange for a credit meter?
If you would like to change to a credit meter, we will need to review your circumstances.
If the review is successful, there will be an additional charge for the meter exchange. If you would like further information, please contact us.
When will I receive my electric key and gas card?
Your key/card will be with you either on or before your supply switch over date or the day your meters installed if you are already on supply with us.
I feel like I’m topping up too much, why is this?
If you owe money to your prepayment meter, you need to pay the weekly fixed amount plus the charge for the energy you’ve used.
Remember that if you don’t top up your prepayment meter one week, your meter will take more the next time you top up.
I have a prepayment meter, can I change supplier?
If any debt owed is less than £500 per fuel, you are free to move to another supplier.
How much can I top up my key / card?
The maximum amount you can top up you electricity key per transaction is £50.
The maximum amount you can top up your gas meter card per transaction is £49.
I’m unable to get to the shop to top up, what should I do?
Your meter has a non-disconnection period known as friendly credit this means that if you are unable to get to the shops to top up and your meter runs out of credit between the hours of 8pm and 8am, your meter will continue to give you supply until the following morning. The meter is set to GMT; this means that in the summer these hours will be 9pm to 9am. The non-disconnection period is also applicable on weekends and bank holidays this means your supply will continue until the next working day.
Please note if your non-disconnection period has been activated, the usage will be deducted from your next top up payment.