Off Supply

If you use up all your Emergency Credit and don’t top up your meter you will be ‘off supply’. To reconnect your meter, you’ll need to go to an outlet as soon as possible, to top up your key/card.

Keep in mind that you’ll need to top-up enough money to cover your energy usage, the emergency credit, the daily standing charges you’ve built up and any existing debt.

Your electricity meter will reconnect automatically when you top up enough credit. However, your gas meter may ask you to check if all gas appliances are off, before pressing the Red Button “A”, for safety reasons.

However, if the meter is “ON” and there’s credit on the meter but you have no electricity or gas, please contact us as soon as possible.

For any emergency out of customer service hours, you’ll need to contact the National Gas Emergency Service for gas and/or your local electricity distribution company, as soon as possible.

National Grid Emergency no. 0800 111 999

Details of your local electricity distributor can be found at

If National Grid or your local Electricity Distributor find no fault with the meter it may be a problem with another appliance within the property. If this is the case, we advise contacting a gas safety engineer or a qualified electrician

Details of your local Gas safety engineer can be found at

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