• what happens if you don't pay

  • Talk to us before we have to take action

    We are waiting to help, please call our helpline on 0800 072 8560*. Our opening hours are Monday to Friday 8am to 8pm and Saturdays 8am to 2pm.

    We'll let you know if your bill isn't paid. We'd love it if you contacted us as soon as there's a problem. That way, we can help you manage your bills and avoid taking serious action (which we really don't want to do).

    • We'll send you a bill for payment. If you haven't paid it in full after it's due, we'll send you a reminder. 


    • If we haven't heard from you, we'll always make several attempts to contact you. We may visit you at home to arrange a way to pay. If we do, we’ll add the cost of the visit to your account. To avoid this, you can call our helpline on 0800 072 8560*, we're waiting to help. 


    • If we get in touch with you, we'll work with you and always take into account your situation. We'll look at the payment options available to you, like Direct Debit, a Pay As You Go meter or our other payment options. 


    • We may take your case to court to obtain a warrant to enter your home. Costs that we incur will be added to your account. We may fit a Pay As You Go meter which will take a weekly amount to repay your debt. Or in certain situations we could cut off your supply. 

    If we fit a Pay As You Go meter, we'll make sure it's suitable, checking that you have easy access to it. And we will never knowingly disconnect the supply of a vulnerable person.

  • Please note: If you have a Green Deal agreement in place, any prices or discounts quoted do not include your Green Deal payments. 


  • *We may monitor your call to help improve our customer service.
  • Avoid getting cut off

    • Get in contact with our helpline us as soon as possible by phone on 0800 072 8560*,request a callback or send us an email.
    • Don't leave it until you've been cut off. Costs will be added to your account.
    • Before we agree any payment plan, we'll always consider your ability to pay.

  • Talk to us

    See what we can do to help you get back on the right track.

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  • What you can do

    See what you can do to manage your bills and find out who can help.

    Find out more