0800 953 0165

Pay-As-You-Go meters

I’m having problems with my Pay-As-You-Go meter, what should I do?

If you run out of credit, top up but find that your supply is still not coming on then check the balance on your meter as you might not have added enough credit to get your supply going.

If you’ve lost your pay-as-you-go key or card, call 0800 953 0165 during our opening hours so that we can arrange for a new one to be sent to you. There could be a £8.25 charge for this to cover our costs.

If you have a meter issue, you can contact us at the following times:

Electricity
8am to 8pm from Monday to Friday

9am to 5pm on weekends and bank holidays

We’ll send an engineer out to you within three hours on a weekday and within four hours on Saturdays, Sundays and bank holidays. If you contact us outside of these hours, we’ll handle your query at the start of the next day.

What should I do if I have an electrical emergency?

Gas
8am to 8pm from Monday to Friday

9am to 5pm on weekends and bank holidays

As long as you call between those hours, we’ll send an engineer out to you within four hours. If you contact us outside of these hours, we’ll handle your query at the start of the next day.

What should I do if I have a gas emergency?

If your problem isn’t anything to do with your meter, you’ll need to call your network operator.