Residential Help & FAQs

Need help? You've come to the right place

Whether you need help reading your meter or want to know about monthly billing, we've got you covered.

Some extra support.

Check out the various guides to help you with your bills, payments and meters.

What does estimated mean?

Not sure what estimated means on your electricity and gas bill? We've got you covered with our blog to talk you through what it means and what you can do about it.

New to prepayment meters?

Check out our blog about the 5 things you need to know about your electricity and gas prepayment meters.

Need some extra help?

If you're a vulnerable customer and want some extra support, we're here to help.

Get the latest energy tips and info.

Check out our energy blog to see what's going on in the world of energy, meeting our Energy Specialists and get tip top energy saving advice.

Get help with an energy problem.

You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.

If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support. View the PDFs below to see their full consumer guidance information.

There's a leaf scrolling on its phone next to a cuppa. It's ironic because tea is made from leaves, so cute as it may seem, it's actually a cannibal.

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