How we're helping support our prepayment and Pay As You Go customers during coronavirus

I'm struggling to top up my meter, what should I do?

First, we’d urge you to speak to any trusted friends or relatives and see if they can help. If not, contact us directly, we’re here to help if you’re having difficulties topping up – 0345 052 0000

It’s important to remember that any credit we issue will need to be paid back.

We also work with Tully, a FCA licensed organisation, to help us understand the best way to get you the support you need. You can get started with Tully here.

There's also lots of free, confidential & independent help and advice available to you:

StepChange Debt Charity Free phone (including mobiles) 0800 138 1111 www.stepchange.org

National Debtline Free phone 0808 808 4000 www.nationaldebtline.org

Citizens Advice Consumer Advice Line 0808 223 1133 (England) 0808 223 1144 (Wales) 0808 800 9060 (Scotland) 0344 411 1445 (Text Relay Users)

Or you can search for your local Citizens Advice at www.citizensadvice.org.uk

Additional Support for Pay As You Go customers

I have a Smart Pay As You Go meter, how can you help me?

Don’t worry, we have several ways to support you too. You should be able to top up in a variety of ways such as remotely online, via our app or if necessary, by calling us.

We also ask any customer is worried they’re about to go off supply and struggling to top up either physically or financially to contact us on 0345 366 5996.

For up to date information on emergency credit and support please look here, pick which generation Smart meter you have and click on “Read more” or the Welcome Booklet at the bottom of the page

Additional Support for Prepayment customers

How do I get emergency credit?

When your electricity meter beeps, it’s a warning that you’ve got less than 50p of credit left. At this point we can make £5 of emergency credit available, just insert your key into the meter and this will transfer your £5 credit.

For gas, this will beep when you’ve got less than £2 of credit left. We can provide £5 emergency credit to keep you on supply, just pop your card into the meter and press the red “A” button.

I’m self-isolating and running low on energy – what should I do?

If you have a prepayment meter and your balance falls below 50p of emergency credit for electricity or if you’re off supply for gas, you need to contact us and we’ll fund the best way to get you back on supply as fast as possible.

There are several ways we can help that depend on your circumstances:

  • Don’t forget we offer a non-disconnection period between 6pm-9am Monday to Saturday (and all day Sunday). Please note, any energy you do use between during this will need to be paid back. 

  • For both electricity and gas, we can issue a new card to be collected from your nearest outlet point, this be can be found here. Remember, if you’re self-isolating it is possible for a friend or neighbour to collect this on your behalf.  This can take an hour from the time it was issued for electricity, a couple of hours for gas.

  • If your circumstances are less urgent, we can send a new card in the post directly to you, please keep in mind this can take 3-5 working days to arrive.

  • We can also arrange an engineer appointment to visit and help get you back on supply if the above isn’t possible. If you’re meters are inside, we’ll leave a meter key at your doorstep and check the key works before leaving. If outside, we can top this up for you. Please note, the maximum an engineer can top your meter up by is £5 (an industry restriction), we’ll use this to ensure you get back on supply and simultaneously send any additional credit needed in the post.  

Please note, any credit we do issue will need to be paid back. We’ll continually review this situation for our customers and help to ensure we minimise any adverse impacts of self-isolation.

How do I check how much emergency credit I've got left on my prepayment meter?

Electric

  • Put the key into the meter 
  • Press the blue button repeatedly until Screen R is displayed
  • Screen R shows you how much emergency credit you have available

Gas

  • Press and hold button A until you hear a beep
  • The first information screen will appear (there is a number in the bottom right corner of the display to tell you which screen you're on)
  • Keep pressing button A until you reach Screen 22
  • Screen 22 shows you how much emergency credit you have available

Top up online

Smart Pay As You Go customers can keep on top up their  meters online

Where can I buy credit?

Use our store finder to see where you can top up your meter.

Pre-payments FAQs

Find answers to any further prepayment meter questions