Information for Keypad customers
From 11 November, when you buy a top-up you will receive a 40 to 60 digit price change code. Please enter the full code into your meter. If you're experiencing issues topping up, please email us. Our customer care team are responding to emails 9am to 8pm during the weekday and 9am to 1pm over the weekend.
To request a refund call us on 03457 455 455 and we will review your account. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.
Before your call take a note and picture of your meter reading, we will use this to ensure that your account calculations are correct. This is particularly important if you have received an estimated bill or if you’re moving to a new house.
Direct Debit customers
If you pay by monthly Direct Debit your account will sometimes be in credit if you've used less energy than your monthly payment amount. This usually balances out in months when you use more energy (so you don't pay higher bills in winter than in summer).
