If you think there’s an issue with your prepayment meter, please see the below steps.
Electricity
If you are experiencing a power-cut and have no electricity to your home, you should dial your local electricity Distribution Network Company on 105. This is a 24-hour, free of charge hotline that redirects you to the electricity Distribution Company supplying your area.
Alternatively, you can use this website to find your local Distribution Company so you can contact them directly.
More information on getting your electricity supply restored can be located here.
If the issue is related to your meter, contact us on the below details.
Gas
If you suspect a gas leak and/or can smell gas, it is of paramount importance to contact the National Gas Emergency Service hotline on 0800 111 999. This number is monitored 24/7, 7 days a week.
More information on getting your gas supply restored can be located here.
If the issue is related to your meter, contact us on the below details.
Who do I contact to get reconnected?
If you've followed the above steps and have been advised to get in touch with your supplier, please follow the guidance below:
🕒 During Opening Hours
You can reach us by calling 0800 092 7454 during our opening hours:
- Monday to Friday: 08:30 – 17:00
- Saturday: 09:00 – 14:00
A member of our team will be happy to assist you in restoring your supply.
🌙 Outside Opening Hours
If you're experiencing a supply issue outside of our regular hours:
- Call 0800 092 7454
- Select Option 9
Your call will be redirected to our metering partner, SMS, who will guide you through the next steps for reconnection.
Important: SMS can only assist to restore your supply. For billing or account related queries, please contact us directly.
⏰ After-Hours
If you call between 8PM to 8AM (Monday–Friday) or between 5PM-8AM (Saturday–Sunday):
- Your details and supply issue will be recorded
- An SMS team member will contact you from 8AM the following day to arrange a visit
Once you notify us of an issue, we will:
-
If you’ve lost supply completely:
We will start working to restore your service. This may involve a visit to your property, but in some cases, we may be able to resolve the issue without needing to visit. We will begin work within 3 hours of receiving your notification (or within 4 hours if it’s a weekend or Bank Holiday). -
If you still have supply:
We will take action within 3 hours of receiving your notification (or 4 hours on weekends or Bank Holidays) to assess whether your meter is faulty. If it is, we will either repair or, if necessary, replace it.
Our availability: We operate a 24/7 call-handling service. However, our standard working hours are from 8:00 am to 8:00 pm, Monday to Friday. For emergencies, we’re available from 9:00 am to 5:00 pm on weekends. If we receive your notification outside of these hours, the response time will start from the next working day.
Compensation:
If we fail to meet our service standards, we will compensate you £40.00 within 10 working days. If the original compensation payment is not applied within 10 working days, we will make one additional payment of £40.00. Payments will be made to your energy account and applied to your meter balance.