Supporting you through a bereavement.
We understand that dealing with companies after a loss can be difficult, and we’ll offer you the full support you need. Our aim is to keep this step simple and stress-free.
Step 1: Tell us someone has passed away.
Whenever you’re ready, we’re here to help you update the energy account of the person who passed away.
What we’ll need from you:
Your name and contact details.
The full name of the person who passed away.
The date they passed away.
The full address of their property.
Whether the property is now empty, being sold, or if someone is moving in.
If the property is occupied: the name of the person responsible for the energy bills moving forward.
Optional: scans or photos of the Grant of Probate, death certificate, or any other document you feel it would be useful for us to have.
Our online form.
This is the simplest way to get in touch. You do not need to be the legal executor to fill this in. We’ll get in touch within a few days if we need more info.
Call us.
Call our bereavements team directly on 0808 501 5035.
We're here Monday to Thursday 9am - 5pm and Friday 9am - 4pm.
Step 2: Providing extra information.
Send a meter reading.
If you’re able to access the property, please send a meter reading or a photo of the reading to bereavement@eonnext.com.
This ensures the final bill is accurate. You do not need to do this if the property has a smart meter.
Notify us of a property handover.
Email us on bereavement@eonnext.com if someone else has moved in or if you’ve sold the property. We need the new occupant’s details to set up their account.
We’ll then send a final bill to the estate of the person who died and close their account.
Any other updates.
Call our bereavements team on 0808 501 5035. We're here Monday to Thursday 9am - 5pm and Friday 9am - 4pm.
Alternatively, email us on bereavement@eonnext.com. We'll get back to you within a few days.
What happens next.
Regardless of whether you initially reached out via our online form, phone or email, we’ll guide you through any additional steps.
1We’ll update the details of their account.
We’ll keep billing the estate until someone else moves in, but the bills don’t need to be paid until the final bill.
2We may ask for more information.
If we need more information, we’ll get in touch via phone or email.
3We’ll send a final bill.
Any outstanding balance can be paid with the funds from the estate. If there is a credit, you can request a refund at this stage.
If you need more support.
Cruse Bereavement Support.
Cruse helps people with personalised bereavement support and information.
National Bereavement Service.
The NBS will guide you through the practical and legal steps you need to take after someone has died.
Help paying energy bills.
If you're having trouble settling any outstanding bills, we're here to help.
Understanding legal terms.
Executor.
This is the person or organisation who has legal authority to deal with the deceased's money, assets, and debts (the estate). They are responsible for settling the final energy bill using funds from the estate.
Notifier.
This is simply the person who contacts us to report the death. Anyone can be a notifier (typically a relative, friend, or solicitor).
Probate.
A grant of probate is issued by a court when the deceased left a valid Will, confirming the Executor's authority to deal with the estate.
Letter of Administration.
A Letter of Administration is issued when the deceased did not leave a Will (died "intestate"), confirming the Administrator's authority.
Frequently asked questions about the bereavement process.
Telling us someone has passed away.
How do I notify you of a bereavement?
You can contact our dedicated bereavement support team in a number of ways:
Online form: the simplest way to give us all the info we need is via our online bereavement form.
Phone: Call us on 0808 501 5035. We're here Monday to Thursday 9am - 5pm and Friday 9am - 4pm.
Email: Send an email to bereavement@eonnext.com.
NotifyNOW: Our partner service NotifyNOW lets you notify us and other suppliers with this NotifyNow form.
What happens after I notify you?
The first thing we do is we flag the account as under bereavement support. This immediately stops all active debt collection and ensures you won't receive standard chasing letters or late payment charges.
What we do next depends on the property status:
If someone is staying at the property and the account was in joint names (eg., both partners):
What happens: We simply update the account name to the remaining occupant’s name. The account number, Direct Debit, and tariff will all stay the same.
Your next step: There is nothing else you need to do.
If someone is staying at the property and the account was only in the deceased's name:
What happens: We must close the old account and open a new account in the remaining occupant’s name. We ensure a smooth transfer by keeping the current tariff in place and simply transfer any existing credit.
Your next step: The remaining occupant will receive a new account number and must set up a new Direct Debit for the new account.
If the property is now empty (owned or rented):
What happens: The account name is updated to 'The Estate of...' and remains open until the property is sold, re-occupied, or the keys are returned to the landlord. The supply will NOT be disconnected.
Your next step: Provide us with meter readings when possible to keep the account accurate. Let us know your forwarding address for bills.
I still live at the property. Can you just change the name on the account to mine?
No, If the account was solely in the deceased's name, we are required to close the old account and open a new account in your name. We cannot simply change the name due to regulations around estate and debt liability.
But don’t worry, we’ll ensure this is done smoothly, transferring the tariff they were on and any existing credit.
Do I need to give meter readings?
Yes, when possible. Accurate meter readings are important as they ensure:
The ongoing 'Estate' bill is accurate until the property is transferred.
The final bill for the deceased is accurate.
If you have a smart meter, you do not need to do this as readings are sent automatically.
How do I read the meter and understand the bills?
Different meters (standard, smart, Economy 7) are read in different ways, and bill formats can be complex.
For meter reading guidance, please visit our how to read a meter guide.
For help reading your bill, please visit our help section or contact our support team who can answer any queries and explain any charges.
Payments and financial liability.
Why are you still sending me bills, and do I need to pay standing charges?
We continue to send bills monthly to the executor's forwarding address to provide the estate with an accurate, up-to-date record of the balance owed, including daily standing charges. Standing charges accrue daily until the account is closed (i.e. when the property is sold, let, or transferred). This is a fixed daily cost to keep the property connected to the network, even if no energy is used. You do not need to pay these charges on an ongoing basis.
Any standing charges that have accrued will be calculated and included on the final bill once the account is officially closed. If you are concerned about the accumulation of these charges or the impact on the estate, please get in touch with us. We are here to help and can discuss the available options with you
Do I need to keep up with billing payments if the property is empty?
No, not immediately. We understand that access to the deceased’s funds (the estate) is often frozen or delayed due to the legal process.
We will pause debt collection efforts. You do not need to make payments until the estate is ready to be settled.
You can ignore the standard 'pay within 7 days' prompt on any bills you receive, as we know the payment is not immediately due.
Will the energy supply be disconnected?
No, absolutely not. We guarantee that the electricity or gas supply will remain connected, whether the property is occupied or empty, to ensure the property remains safe and to prevent damage (like frozen pipes).
Will I be charged interest or late payment fees for the delayed bills?
No. Once we are notified of a bereavement, we stop all standard collection procedures. We will not charge any late payment fees or add interest to the outstanding balance.
What if there are no funds or assets in the estate to pay the bill?
We understand this can happen. If the deceased left no money or assets (an 'insolvent estate'), the debt rests with the estate and cannot be passed on to you or any other family members or friends. Please let our bereavement team know if you believe the estate is insolvent, and we will guide you through the process of closing the account.
The account is in credit, can you send a refund?
Yes, any credit balance will be refunded once the account is formally closed and final meter readings have been processed. Please email bereavement@eonnext.com and confirm who the cheque should be made payable to (e.g. The Executor or the Estate). For credit balances over £300, we require formal documentation (e.g. Grant of Probate) before issuing the refund.
If the fixed tariff had an exit fee, will you charge this?
No. We waive any early contract termination charges (exit fees) for customers on fixed tariffs following a bereavement. The contract is terminated upon death without penalty.
I received a letter or call from Phillips & Cohen Associates or Connexus. Who are they?
Phillips & Cohen Associates and Connexus are our trusted third-party partners who help us manage and administer our bereavement accounts. They may reach out to offer support and assist you with the process of managing the estate’s energy charges. Please rest assured they are acting on our behalf to help guide you through the process, not to pursue payment.
How long is the estate liable for the bills?
The estate is responsible for all energy charges (including standing charges) up to the date the property is sold, the tenancy is ended (keys returned to the landlord), or a new person moves in and takes responsibility for the account.
Giving feedback.
How do I give feedback on the bereavements process or team?
You can give feedback on our process or bereavement team specialists on this feedback form.
How do I make a complaint?
Contact our bereavement team via phone (0808 501 5035) or email unhappy@eonnext.com and explain your concern.