Longer than usual wait times

Our call centres and Live Chat service are currently very busy, and you could be waiting longer than usual. You may find it quicker to try our frequently asked questions or visit the help and support section. You can also log in to your online account and find the answer to common queries. We're sorry for any inconvenience.

Coronavirus (COVID-19)

We’re taking all necessary measures to help ensure the safety of our customers and employees.

Find out what we're doing about the coronavirus

Get set for winter

Find out how paying a bit more now can help prevent a problem later.

Get set for winter  

Prepayment help

  1. Get a replacement payment key or card
  2. Topping up credit on your meter
  3. Prepayment meter error messages

Questions we get asked

  1. Can I exchange my prepayment meter for a normal credit meter?
  2. How can I check how much debt is on my prepayment meter?
  3. I have a prepayment meter - why do I pay a standing charge?

More prepayment help

Find more information on how prepayment works, and whether a prepayment meter might be right for you.

Learn more about prepayment

Ways to get in touch with us

Our Live Chat is currently very busy, and you could be waiting longer than usual. You may find it quicker to try our frequently asked questions or visit the help and support section. To get you to the right person faster, please have your account number handy when you contact us.

Live Chat

Sorry, live chat is currently unavailable

Live chat available