Visiting your property

'Knock and wait'

We normally issue bills every three months and estimate how much energy you have used when your meter isn't read. We recommend you read your meter when we send you a bill with estimated readings so you can check our estimates are accurate.

We may also call to change your meter, either because you have asked us to, or because your meter has reached a certain age and needs to be changed. (Your local network operator will write to you if this needs to be done.)

If you have trouble answering your door quickly, we can tell our staff to wait after they have knocked. Phone our Careline to join our Priority Service Register and arrange this on 0800 622 838. All calls to our Careline are free.

Password scheme

You choose a password and agree it with us. We will only give your password to our representatives who need to know it. They will say your personal password when they call so you can be sure your caller is genuine. To join our Priority Service Register and set up a password, phone our Careline on 0800 622 838. All calls to our Careline are free.

Free password protection card

We send you a free card that you can write your password on. Then you don't have to worry about remembering it. The card has some tips on what to do when someone calls.