Residential Help & FAQs
Get help with your meter.
What you can do online.
Here are the most asked metering questions.
Why are you asking me for a meter reading every month?
So you know where you are with your energy, we prefer to create your bills based on actual meter readings. And to make it easier, we’ll email you every month to remind you. Don’t worry if you can’t send us a reading now and again - If you pay a fixed amount by Direct Debit every month, if we haven’t received a meter reading in three months we’ll send you an estimated bill. And if you usually pay when you get your bill, we’ll send you and estimated one every month if we haven’t received a meter reading from you.
Why aren't you getting readings from my smart meter?
How do I read my meter?
How do I give a meter reading?
When can I get a smart meter?
What can I do if my smart IHD isn't working?
Need a bit more help?
Check out the various metering guides we have to help you with your query.
Still need to get in touch with us?
We've got a number of ways you can get in touch with us through our community forum, social media pages or by phone and email.
Contact us by social media.
You can contact us by email, Facebook or Twitter to get a response within hours, we're here to help you 8am - 10pm, 7 days a week. We’ve got all hands on deck and fingers on keyboards to answer questions or concerns as quickly as possible. We promise to reply as soon as we can.
Contact us by email.
Drop us an email and we'll get back to you as soon as we can.
Contact us by phone.
If you prefer giving us a ring, know that our lines are open 9am - 5pm Monday to Friday.
Speech or hearing impaired customers can put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.
We're always still here for you after 5pm or over the weekend if you have an emergency with your prepayment or credit meter. You can either call 0300 303 2756, or you can email us or get in touch on our Social Media channels.