We’re here to help
Need to contact us?
Please can we ask you to help others by going online.
Our Customer Ambassadors are busier than usual prioritising customers who need us most. So we hope you don't mind us asking you to manage your account online where possible - and help us keep our phone lines free for those customers more vulnerable. You can do this by:
1. Using your online account, where you can:
- Update your meter readings
- Pay your bills and view your balance
- Update your payment details
- And much more!
2. Please don't call unless it's an emergency:
If you think your question can wait and it's not an emergency, then try your online account, FAQs and COVID19 FAQs before calling us. We'll be prioritising those who need us most during this difficult time.
3. Email us:
If you haven't found what you need online, send us an email at firstname.lastname@example.org and we'll start working on your query so you can get on with your day.
We are here if you need us. We know not everything can be managed online and so we have set up a dedicated team of Customer Ambassadors to help you if you have an emergency. So if it's an emergency and you think you might lose power please call us on 0333 103 8277 between the hours of Monday to Friday 8am – 8pm and they will be happy to help.
If you think there’s a gas leak or you have no electricity, please go straight to our emergency page.
Could we have done better?
We always want to find the best possible solution for our customers. But if you feel we haven’t delivered the level of service you expect, please visit our complaints page.
Check-out your welcome pack, this has lots of useful information about your account and how it works.
Go to our FAQ's page, which is regularly updated to reflect the questions our customers often ask us.