Using pay as you go meters in your new home

How do I let you know I’ve moved?

If you’re moving home or have already moved, just tell us your moving dates, plus if you need a new account with us or want to change your existing account to your new address. It's vital that you register your new account. If you don't, you could end up paying the previous occupier’s debt.

Grab as much information as you can from your Pay as You Go meter and follow our Moving Home page to take the next steps in setting up your account.

How does my Pay As You Go meter work?

A Pay As You Go meter (sometimes called a prepay meter) works in a similar way to a pay-as-you-go phone. You top up the meter with credit to pay for your energy. Then as you use the gas and electricity in your home, the credit is used up.

The meter has a daily standing charge that’s taken from the credit on your meter. This covers the delivery of energy to your home through cables, pipes and meters. It’s important to keep the meter in credit and not allow the standing charge/debt to build up.

However, if you do run out of credit, all our Pay As You Go meters now provide you with £10 of Emergency Credit. Any Emergency Credit you use will automatically be repaid when you are next able to top up. You can top up at any Payzone or Post Office, but if you have a Smart Meter you can also top up by downloading and using our App or online. If you’re about to run out of credit on Sundays, English Bank Holidays or between 5pm and 9am Monday to Saturday, we won’t disconnect you. This is called Friendly Credit, but you’ll still be charged for any energy you’ve used at your next top-up.

What do I need in order to use Pay As You Go meter?

You might need a new card or key to use the meters in your new home. Using a key or card that's been left could mean you're paying someone else's outstanding bill, which shouldn't affect you as a new customer, but you should get your own key or card as soon as you can.

Call our Pay As You Go customers number at least three days before you move if you know you are going to have Pay As You Go meters. Then we can post you a new card if you need one. If you didn’t know before you moved, take a look at the What if I've already moved? section below.

What you need to tell us when you call:

1. When you're moving

2. Your new address

3. Your address at the moment

4. The serial number on your new meter, if you can. It's usually next to the barcode and starts with S or F on electricity meters or with an L or M on gas meters

5. The name of the people who'll be in your old address. Or the landlord and letting agency, if it's rented

What if I've already moved?

If you've already moved and started using a Pay As You Go meter, then here are a few things you can do:

1. Keep your meter reading handy if you took one when you first arrived

2. Check with us before using a card or key left with the meter, so we can make sure you don't end up paying someone else's outstanding bill

3. Find out where you can buy credit for your meter

What if I’ve got an outstanding balance on my meter?

Call our Pay As You Go customers number and we can help.

Where can I top up?

Top ups on a Gas card or Electricity Key can be made at any Payzone or Post Office outlet. If you are using the device for the first time, please insert the Gas card or Electricity Key into the meter for one minute before topping up. The Payzone outlet will provide a receipt confirming the amount purchased. You can then return to the meter and insert the device to credit the meter.

Smart Meters can be topped up at a Payzone or Post Office outlet too - but the most convenient way is via Online or by downloading and using our App. See also Top up your Pay As You Go Smart meter

I want to change my meter to Smart or Credit

If you are happy to continue with Pay As You Go but would like to get Smart Meters, you can book an appointment online, once you’ve registered your email address with us. Learn more about smart Pay As You Go.

If you’re thinking of Changing between pay as you go and credit meters, it's important to understand why you want to change before you decide:

• Price – Your tariff will change when you switch from Pay As You Go meters to Credit meters but we can find a tariff that works for you and your home

• Spread the costs for winter – With Pay As You Go, you can budget by topping up regular amounts weekly throughout summer when your consumption is low. This builds up a credit for the winter months when you’re using more energy

• No big bills - Pay As You Go meters help prevent large debts from building up

• Convenient – With Pay As You Go, you can top up whenever you choose

I have no key or card for my meter

It’s important to register your new account with us when you move in. If there’s debt on the meter that isn’t yours, you may end up paying someone else's outstanding bill. You can request a new key or card during the registration process.

If you need a key or card urgently and have checked that there’s no debt on your meter, we’ll help with Getting a new card or key for your meter.

I have no Gas or Electricity

There could be many reasons your supply is off. You can find more information at Pay As You Go meter - Off supply.

I have an error message on my key or card meter

It’s important to register your new account with us. You may need an engineer to fix the meter or you may need a new key or card registered in your name. Check our Understanding messages on your meter page to see what to do.

My Smart Online or App top up hasn’t appeared on the meter

We make repeated attempts to register your top up on the smart meter over a period of 48 hours. Check that you’ve topped up the correct fuel. If you don’t want to wait for the payment to register, you can add it manually straight away via your Smart Energy Monitor or directly through your gas or electric meter. See How to top up your Smart Meter

My Electric Key or Gas card meter has debt on it

If there’s debt on the meter that isn’t yours, it’s important to register your new account with us before you top up. Debt can show on the front of the meter due to Emergency Credit, Friendly Credit, outstanding debt or standing charges that may have built up on the meter when it hasn’t been topped up.

Call our dedicated Pay As You Go number with as much information as you can from your meter to take the next steps in setting up your account.

Before you contact us please gather as much information as you can from your Pay as You Go meter and follow our Moving Home page to take the next steps in setting up your account.