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 wide range of different payment options available to you, such as setting up a Direct Debit or Payment Cards, paying out of your benefits with the Fuel Direct scheme, or fitting a Pay As You Go meter. It's important that we understand your individual circumstances so that we can agree the most suitable payment terms. We'll look to spread any debt repayments over a period of time that suits your individual circumstances.
We realise sometimes things can get in the way of paying your bill. If you’re having any difficulty, please contact us on 0345 070 7395 and we can try and help by setting up a payment plan.
If we don't hear from you or receive a payment within 14 days of us sending you a bill, 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 with 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. You will need to top up the meter to pay for your energy usage and debt repayment going forward. 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 so we can lend a helping hand.