If the word ‘debt’ is on the display followed by an amount, your meter has run out of money. You’ll need to credit your meter with at least £2 more than the display shows.

If your meter display is blank, there may be a power cut in your area. If you can, check to see if your neighbours have electricity. To report a power cut contact your local emergency line .

If there isn’t a general power cut and you still have a problem, write down your meter serial number (this is the one on the front of the meter) and any figures or messages showing on the meter display, then contact us .

If you think there’s a problem with your electric key or gas card, clean it and re-insert it. If this doesn’t work, please contact us and we’ll send out a replacement.

If you’ve purchased a faulty token, we recommend you take it back to the shop you bought it from and they should replace it.

Electric:

Three hours if you contact us between 7am and 7pm Monday to Friday.
Four hours if you contact us at the weekend and bank holidays between 9am and 5pm.

Gas:

Four hours if you contact us between 8am and 8pm Monday to Friday or between 9am and 5pm at the weekend.

If you let us know outside of these times, we’ll call before midday the following day. If we don’t keep our promise we’ll pay you £20.

If we visit and find the fault is caused by you, for example if you’ve not credited your card with enough money, we’ll charge you for our visit.

If we call out of hours it may cost you more. We’ll tell you how much our current charges are when you contact us. If we charge you for a visit, we’ll normally add the money due as a debt on your meter so it’s easier for you to pay.