Help & Support
Moving house
I’ve moved in and can’t find the Keypad card.
If you have moved into a new property and can't find the Keypad card please call us on the number below.
We will send you out new Keypad cards, however you need to be registered with us as a customer before we can do this (here's what you'll need to do).
Need to top-up without your card?
You can still make top-ups without your Keypad card by using your 19 digit Premise Number. This should begin with the numbers "98269" and can be found on an old top-up receipt if you have one.
If you're not sure, we'll provide you with your Premise Number when you phone.
Related questions
Moving house
Moving house - what do I need to do?
Moving house is stressful enough without the added headache of an electricity ‘double’ bill. So it’s important to close your account properly otherwise you may end up receiving bills for electricity used by the new occupants.
I moved out and forgot to tell you
Don’t worry. Simply give us a call on 03457455455 and we’ll be happy to close your account...
I’m moving house. Will this affect my Direct Debit?
If your new property is supplied by Power NI your Direct Debit can continue as normal. Call us on 03457 455 455 (Mon-Fri 8am-7pm) and we'll transfer the Direct Debit to your new property.
Can I keep my account at my new address?
When you let us know you’re moving house, we’ll close the account at your old address and open an account at your new address.
This will help us to make sure you don’t end up being billed for electricity used by different occupants.
I’ve postponed or cancelled my move.
If you’ve already let us know that you’re moving house, simply call us on 03457 455 455 (Mon-Fri 8am-7pm) and we’ll cancel any changes on your account.
Remember to get in touch if your circumstances change.
I'm moving out - when will I get my final bill?
You should receive your final bill around 5 working days after your account has been closed.
I closed my account but I'm still receiving bills.
If you've closed your account but are still receiving bills simply give us a call on 03457 455 455 (lines open Mon-Fri 8am-7pm) and we’ll be happy to check this out for you.
I'm moving out. How do I transfer the account to my landlord?
Firstly, call us on 03457455455 (Mon-Fri 8am-7pm) to let us know you’re moving out.
I’ve moved in and can’t find the Keypad card.
If you have moved into a new property and can't find the Keypad card please call us on 03457455455 (Mon-Fri 8am-7pm).
My tenants are moving out. What do I need to do?
Firstly, you’ll need to ask your tenants to get in touch with us to confirm they’re moving out.
You’ll then need to contact us directly to register your own name on the account, or if you have new tenants moving in ask them to get in touch with us.
Call us
Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.
