Call us We are now operating a reduced service in our call centres. To help those most in need, we are only able to take calls from customers who are at risk of going off supply. If you are at risk of going off supply, please call 0800 027 0072. Otherwise, you can email us at firstname.lastname@example.org and we’ll respond as soon as possible.
Your water company will also offer a range of additional services that may be of help. You can find out more atofwat.gov.ukor contact your water company directly.
Our range of services to help include:
Communicating with us
Communications in alternative formats – we offer Braille, large print or Compact Disc
Nominated Person Scheme – nominate another person to receive your bills and other communications for you. Useful if you have sight difficulties or need additional support with your communications
Hearing or speech difficulties? – We have lots of ways that you can communicate with us that don’t involve calling. You can:
Go to our website and:
set up and alter your account details
use our web-chat on available pages
e-mail us or write to us
use Facebook Messenger for private communications
follow us on Twitter and Facebook
contact the Next Generation Text Service who offer services that can help you contact us. Visit ngts.org.uk
Don’t speak English? – we can provide interpreters for many different languages to help you discuss your energy account.
You stay safe and secure
Password Service - we can hold a personal password securely on our system for our representatives to quote when they visit you.
Continuous electricity supply – we will notify your local electricity distribution company if you have essential medical equipment that relies on electricity to make sure you are notified in advance of any interruption to your supply. They’ll also prioritise your reconnection if there’s an unexpected power cut.
Help with meter readings – we can provide a more frequent meter reading service for you
Free gas safety check – an annual gas safety check. Further eligibility criteria apply
Meter Moves – if it’s not practicable for you to continue to operate your prepayment meter we’ll arrange to move or remove it free of charge.
Free Gas Safety Check Eligibility
Are you eligible for a free annual gas safety check?
You’ll be eligible for a free annual gas safety check if you own and occupy your own home, receive a means tested benefit and:
you live with at least one child who is aged under five years;
you are of pensionable age, disabled or chronically sick and either:
Live with others - all of whom are of pensionable age, disabled, chronically sick or under 18
haven’t already received a gas safety check within the past 12 months.
If you rent a property, your landlord is responsible for arranging an annual gas safety check.