What happens if you can't pay your bill


If you're finding payments difficult, we'd love for you to call us on 0345 070 7395 so we can talk it through with you. We're open Monday to Friday between 8am and 8pm or on Saturdays between 8am and 2pm. 

We can look at the different payment options available to you, such as setting up a Direct Debit or fitting a Pay As You Go meter. We may be able to spread any debt repayments over a period of time too.

Talk to us before we have to take action

We realise sometimes things can get in the way of paying your bill. So if we don't receive a payment within 14 days, we'll send you a reminder.

After this, if we still don't hear from you, we'll try to contact you. In some cases we might also try to visit you at home to work out the best way to pay, but we'll add the cost of this visit to your account.

We may take a case to court to obtain a warrant to enter your home. We don't want to, but sometimes we're left no choice. Any costs will be added to your account and we may fit a Pay As You Go meter to take a weekly amount to repay any debt. We'll always make sure it's suitable and you have easy access to it. In some extreme cases, we may cut off your supply. But we'll never knowingly disconnect a supply to a vulnerable person.

Please contact us as soon as possible on 0345 070 7395 so we can lend a helping hand.