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What do I need to know about energy in winter?

When the colder months come around and the nights get darker sooner, there are some things you need to know. Here’s how to stay on top of your energy in winter.

What should I do if I run out of credit in my prepayment meter and can’t get to a PayPoint straight away?

You can still get £15 emergency credit to tide you over if you run out of credit in winter. When you next top up you’ll need to add enough to pay back the emergency credit, as well as covering your daily energy use.

Remember, if you have a smart meter, your meter won’t cut off:

  • During the night – between 6pm and 9am, Monday to Saturday.
  • Saturday from 4pm through until Monday morning at 9am.
  • All day Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday.

What if I can’t get to the shop because of bad weather?

If you don’t have a smart meter, we won't be able to help. However, there may be a place to top up closer than you think – you can check at a PayPoint or Payzone (electricity only).

If you have a smart meter, we can help so start a chat with us.

I’m using too much credit – is something wrong with my meter?

We get asked this a lot. In most of cases, it’s unfortunately just that you’re using more because it’s winter.

If you’re convinced that you’ve got a faulty meter, start a chat with us. There are some checks you can perform at home to see if there is a problem. We can also send an engineer to your home – though this will be charged at £89.25 for an electricity meter, and £138.32 for a gas meter, which will be refunded to you if we find a fault.

I’ve lost my card or key – what can I do?

Start a chat with us as soon as you can. If you run out of credit, there may be a delay in getting your supply back on, so please don’t wait.

I want to book a Smart meter installation

Great – sign up here. Already have? Lots of people have requested Smart meters. As soon as there’s an engineer available in your area, we’ll call or email – whichever you requested.

You can find out all about the benefits of Smart meters here.

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