In the UK, the National Grid ESO (Electricity Supply Operator) is responsible for balancing the energy market to ensure that there’s always enough energy available to meet the demands of homes and businesses. Planned emergency power cuts are used to safely manage the electricity supply in an energy emergency....

If you smell gas or think there might be a gas leak:

We know how stressful it can be when you come home to a leak or the wiring fails to turn the lights on. That's why we work with AXA, a leading provider of home emergency cover, to offer four options of insurance cover for your home essentials:

Plumbing & Drains Emergency Insurance Plumbing & Drains Plus Emergency Insurance ...

Gas appliances which haven’t been properly installed or maintained can cause carbon monoxide poisoning. This can lead to very serious health effects and can be lethal. We strongly advise our customers to have their gas appliances and boiler checked for safety at least every 12 months by a Gas Safe Register™ Engineer. To find a qualified Gas Safe Register engineer in your area go to www.gassaferegister.co.uk or for information on what to do in a gas emergency read our what to know in an emergency support page...

How will I know when to top up?

Your In-Home Display will alert you when your meter credit falls below £1. It will make a sound and the screen will flash. Watch our meter balance video to see how to check your meter balance and the alerts.

If your credit falls below £1, your In-Home Display will indicate that you can access emergency credit. If you don’t have an IHD, your meter will display when you’re low in credit and you’ll also be able to access emergency credit through your meter...

We work with Domestic & General, the UK’s leading specialist warranty provider, to offer Boiler Insurance products to our customers.

Boiler Insurance consists of the following products:

Boiler Insurance Boiler & Radiator Insurance

The level of protection depends on the Boiler Insurance product you choose. Further details are provided in these Terms & Conditions. Key details of the policy can also be found in the Insurance Product Information Documents:

Boiler Insurance - no excess  Boiler Insurance - £50 excess Boiler Insurance -...

It’s an easy way to budget

With regular top-ups, you can easily keep tabs on your energy costs, helping you stay on track with your budget.

Using our friendly credit hours

Using our friendly credit hours function means your energy won’t turn off if you run out of credit, during times when it may be difficult to top up, such as overnight, Sundays and bank holidays. Our friendly credit hours for traditional electricity meters are overnight 6pm – 11am, all-day Sunday and bank holidays. And if you have a smart meter, your friendly credit hours will run from 7pm –12pm, April to October and 6pm – 11am, November to March. Just remember, you’ll need to pay back the amount you used the next time you top up. Please note, the friendly credit hour’s function is not available for traditional gas meters. Read more in our handy meter type guide.

Accessing Emergency Credit

Your Pay As You Go meter comes with £10\ emergency credit to keep you powered up when your balance is less than £1. However, to use the emergency credit you will need to activat...

The Privacy Information Notice (PIN) describes your rights under the General Data Protection Regulation and sets out how we will use and protect your personal information.

 The PIN can be found here

What happens if I don't top up?

Your meter has £10 emergency credit built in Summer and £30 in Winter. This is to help keep your energy supply on until you're able to top up or this credit runs out. Once you run out of emergency credit, your supply may be temporarily disconnected until you top up your meter. Emergency credit has to be repaid - you must repay any amount of emergency credit used plus standing charges and any payments you're making towards an outstanding balance (if applicable). It's important to also top up enough credit to cover the cost of the energy you’ll use...