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.
Keypad is a convenient way to support household budgeting by being able to keep a track of what you’re spending. If you are thinking of getting a Keypad meter installed at your property, you can let us know either filling in the switch to keypad form.
We’ll organise a date and time that suits for an engineer to remove your standard meter and replace it with a Keypad meter. After this you’ll pay as you go. Visit our step-by-step guide for help with topping up.
A meter reading will be taken at this stage which we’ll use to calculate your final balance. We will then issue your final statement within 4-5 days of your Keypad being installed.
You can pay the balance over the counter at any PayPoint or Post Office (please state you are paying ‘Previous Charges’), or by calling us on 03457 455 455 (Option 3).
You have 5 days to make payment, but if you’d prefer it can be paid off gradually. If payment is not received after 5 days the amount will be added to your Keypad as ‘Previous Charges’. Your meter will be set to collect some of your balance with each top up made, this won’t be more than 20% of each top up.
For example, if you buy a £10 top up, you will get £8 credit on your meter and £2 will be paid off your outstanding balance.
Please get in touch if you are finding this arrangement difficult or if you would like up-to-date information on the amount of your balance remaining.
Find out where you can top-up.
