Due to the Covid-19 (Coronavirus) situation across the UK, we are asking customers to self-serve where possible. All general meter reads and payments can be carried out via our 24/7 automated payments lines. Further to this, we have web chat and e-mail channels available if you require more assistance. If your query is urgent and you need to contact us by phone please bear with us, our call centre staff are experiencing a high number of calls and are working to prioritise vulnerable customers. You can find more information here.

New website launch and features

Company Updates
Posted by PFP Energy

My Account section

The My Account section has a range of features to ensure ease of use.

  • When logging in to your account, you will see the balance that you currently have. We’ve made it easy to ensure that you don’t fall into debit by adding a top up payment feature that can be used at any time.
  • All of your previous bills are available in the messages section, making it easier than ever to go paperless whilst keeping track of your money.
  • You can easily change your telephone number, email and password without having to call us.
  • If you have multiple properties with us, you can keep track of them all from the same login.

Help and Support FAQs

FAQs are a quick way for us to be able to answer the majority of your queries. We have sections such as My Account and meter reads which have a range of associated FAQs. If you are unsure where your query would fall, try using the keyword search to find it. For example, if you need help understanding why you have been sent an estimated bill search for ‘estimated bill’.

If you have looked through the FAQs and cannot find what you need, you can use the contact us form or Webchat to ask about a query.


If you can’t find the answer to your query in our FAQs, you can speak to one of our advisors through the Webchat feature. When you open the chat we will ask for your name, email and account number to ensure that we can help you as quickly as possible. You will then be put through to an advisor who will be able to help with any account issues or queries.

After the chat, you will be asked to complete a Post Chat Survey based on how satisfied you were with the agent. These surveys are important to us as they help to monitor and improve our customer service.

Jargon explainer

We know that some of the terms used in our industry can be confusing so we’ve added a jargon explainer to help you to understand. This section is filled with common phrases and acronyms that you may come across in your usage, billing and other areas that may be difficult to understand. We’ve made it easy to locate what you’re looking for by having a search bar but if you can’t find what you need this way you can also select the letter that the jargon starts with and be taken to that section.

If there’s any jargon that you think we’ve missed, please email us at marketing@pfpenergy.co.uk

Document centre

Our document centre allows you to view all of our material in one place. It has been created to give you easy access to materials ranging from a digital copy of your welcome pack to a document about how to understand your bill. The document centre also holds information about our privacy policy, terms and conditions and other legal documentation that you may wish to familiarise yourself with.