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What is the Priority Services Register?

Some of the reasons you might want to join our PSR are if you or someone in your household:

• is a pensioner

• has a child

• needs a continuous electricity supply for medical equipment

• is blind or partially sighted

• has speech difficulties

• is deaf or hard of hearing

• has a disability or medical condition...

Help Paying your Bill

If you’re struggling to afford your energy, please contact us as soon as possible and we can discuss a repayment plan that works for you. We can also advise you of other organisations that may be able to help.

We want to help you manage your energy debt and avoid it building up further. We'll always try to avoid the need to take further action. However, if you don't pay your bill or come to an arrangement with us, we may fit a Pay As You Go meter. If you have a smart meter, we can change the mode to Pay As You Go.  We may also register a payment default against you with a credit reference agency, which could impact your ability to obtain credit.

That’s why it’s best to speak with us as soo...

Payment Methods

We want to help you manage your energy arrears and avoid it building up further so let us know if your finding it difficult  so we can help you find the right solution.  However, if there is an outstanding balance on your account and we can’t reach you, we may have to take extra steps. We may use letter, email, texts or phone calls to contact you. We will take into consideration your individual circumstances whilst doing so....


With Direct Debit, we spread the cost of your energy evenly across the year. This means that you may build up a credit balance over the summer months. It may be a good idea to leave this balance on your account to pay for the extra energy you’ll use during the winter.

If you still wish to raise a refund, see the section above, under How to raise a Refund, for the Refund criteria and the Request a Refund tool...

Smart Meters

At your appointment, our engineer may not have been able to provide a smart meter demonstration or offer energy efficiency advice.  If not, we recommend reading Smart Energy GB’s energy efficiency tips.
By turning off appliances when not in use, the average household can save around £35 a year\ By replacing traditional bulbs with LED ones, the average househ...

Frequently Asked Questions

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