Our call centre staff are focussed on helping vulnerable customers / businesses and dealing with emergencies, but we’re here to help with your other queries too.
1. Take a look at our frequently asked questions below – we may have answered your question without needing to get in touch.
3. For billing queries, payments and debt advice:
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chat with us when you see the blue icon^
or complete our online form. Please provide your account number and a current email address and phone number so we can identify you and reply as soon as we can.
4. For heating or hot water emergencies, service and repair contract queries and appointments:
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5. For Landlord Gas Safety Certification:
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Mon-Thurs 8.30am-6pm, Fri 8.30am-5pm
6. For all other queries, or to avoid wait times, please visit help and support, or chat with us when you see the blue icon.
You can also choose paperless billing and get email alerts when your business energy bill is ready.
Give us an up to date meter reading if you have access to your premises and it's safe to do so, or on your next visit if you're currently in lockdown.
We'd recommend you also take a photo of your meter for your own purposes, remembering that sometimes you need to scroll through the registers to see all the readings.
If we don't have an up to date meter reading and you don't have a smart meter, your bills will be estimated and you may be paying more than you need.
Please be aware we won't be sending anyone to read your meter while the coronavirus (COVID-19) is ongoing. These services have been suspended nationally and allows us to focus on supporting our most vulnerable customers and dealing with emergency call-outs.
If you have a smart meter check that the consumption on your bill shows your actual usage. If your bill is estimated, you may be paying more than you need. If you have access to your premises and it's safe to do so, please provide us with a meter reading online until we're able to fix your smart meter.
If you need more time to pay, or your circumstances have changed, we may be able to support you.
Please visit help to pay or get in touch.
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If your business has temporarily closed, then turn off all appliances if you have access to your premises. Clear refrigerators and turn them off, switch off air conditioning and all other non-essential equipment.
If your business is open, but you’re working with reduced staff, then think about the way you’re using your business premises. Close off any areas not in use, keep heaters, radiators and air vents clear and avoid draughts by closing doors where you can.
See our business tips and energy saving advice for more help.
To help you during this time it's important that you provide us with up to date meter readings if you have access to your premises and it's safe to do so. That way we can make sure that any bills you receive reflect your change in circumstances.
We recommend you also take a photo of your meter, remembering that sometimes you need to scroll through the registers to see all the readings.
Please login or register for an online account. You’ll receive a meter read prompt and your bill will reflect your correct consumption, so you can avoid an estimated bill. Visit our help & support section for more information.
If you currently pay by BACs or cheque, you might want to set up a Direct Debit to help you manage your payments and get a discount of up to 7% off the cost of your energy.
When you book an engineer appointment, we'll ask you if:
If you answer 'yes' to any of these questions, we'll work with you to assess your need for an engineer visit before deciding what to do next. We'll prioritise emergencies and we may need to postpone non-urgent visits, like annual services, to a later date – don't worry, this won't affect your policy or the price you pay).
Our engineers will also call you on the day of your appointment and ask the same set of questions, just in case anything has changed since you booked.
When an engineer does visit a customer's business, they'll take additional precautions – including hand-washing – before, during and after the appointment. They'll protect you and your colleagues by keeping a safe distance at all times – and we ask that you and your colleagues do the same.
We're offering full pay to all employees who are self-isolating or looking after children or other family members during this difficult time. We're also contacting customers before our engineers visit to make sure they haven't been diagnosed with COVID-19, advised to self-isolate or have recently returned from a high-risk area.
We're working really hard to help vulnerable customers and prioritise emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions.
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We know things are particularly tough for vulnerable customers who need to self-isolate. So we've put processes in place to make sure we can continue to serve and prioritise their needs. And we're also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we'll get through this together.
If you have an appointment booked - we'll only reschedule appointments if it's unavoidable, and we'll always let you know in advance. So if you don't hear from us you can assume your appointment will go ahead as planned. We'll do our very best to offer the same level of support to you as usual. But there's challenging days ahead and we might be short-staffed at times if some engineers or customer service advisers need to self-isolate. When this happens, we'll prioritise emergency cases and our most vulnerable customers over routine appointments.
If you want to move your appointment to a later date - no problem. Contact us using the details below and we'll be happy to change it.
If you need a new boiler - we’ll do our best to send one of our commercial engineers out to you as soon as we can. If your business is supporting vulnerable people in the community please let us know. That way we can prioritise your request.
If you have an existing service and repair contract, and your business is closed. If you’re not sure of your options contact us using the details below.
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Our online security page provides information and guidance about how to identify scam and phishing emails.
 This will be shown as a discount line on your bill. Large customers on our Corporate terms, customers who move to our variable prices or whose variable prices have changed and those we've price matched do not qualify for a Direct Debit discount. Customers who are already in a fixed term contract on or before 17 May 2017 could save up to 6%.
* We may record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines. Calls to 0330 / 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles and may be included with your call package if you get 'inclusive minutes'. Text messages are charged at your standard message rate and may be included in your call package.