Will my energy ever be cut off?
We won't consider cutting your energy off unless you have multiple outstanding payments, or repeatedly missed payments. We always follow the industry standard processes. It’s important that you let us know if you or anyone living at your address are of a pensionable age, have an impairment, disability or chronic illness or long-term medical condition (including and not limited to a visual auditory or mobility impairment), or you belong to a household which has young children or are otherwise vulnerable. You can do this:
• When you switch, by filling out the section on ‘Priority Service Register’ when prompted during the sign-up process.
• At any time by logging into your account and selecting the ‘Settings’ section, then ‘Priority Service Register’ and 'Medical Dependency'.
• By emailing us, or calling us on 0800 048 0514* Monday to Friday 8am to 8pm and Saturday 9am to 1pm (except for bank holidays).
If you find yourself struggling to pay for your energy, please let us know as soon as you can. We can give you information on how to manage your energy payments, or refer you to agencies that can help with budgeting advice and assistance.