Pay-as-you-go FAQs


How can I top up?

You can top up anywhere you see the purple and yellow PayPoint sign, at any Payzone outlet or at the .

However if you’re having problems with your credit please call one of our Customer Service Officers who will be happy to advise you.

You can call us free on 8am – 8pm Monday to Friday and 9am – 5pm Saturday.

Pay as you go customers cannot top up online.

Lost pay-as-you-go key or card?

We’re always happy to help so if you’ve lost your payment key or card, call us free on 8am – 8pm Monday to Friday or 9am – 5pm Saturday so that we can arrange to get a new one sent to you. Please have your account number ready when you call us.

There could be a £8.25 charge for this to cover our costs. If we do post a replacement out to you, it can take up to 7 working days to arrive. We will do what we can to ensure you are not without gas or electricity whilst waiting for your replacement.

 Faulty meter, key or card?

If your pay as you go meter, key or card is not working properly then please get in touch. You can call us free on 8am – 8pm Monday to Friday or 9am – 5pm Saturday to get a replacement key or card or to make an appointment for us to visit your home if you think your meter is faulty.

Emergency credit

Emergency credit is there to help you for those times when you can’t get to a Post Office, PayPoint or Payzone, for example if your meter runs out in the night or you’re snowed in and can’t get out of your home for a while.

How does it work?

If you’re not able to get to a Paypoint, Post Office or Payzone, you can access £5 of emergency credit, which will be deducted from your credit when you top-up. After you’ve used the emergency credit you’ll have to pay it back the next time you top-up your meter, including any debt, outstanding and standing charges that have built up while you’ve been using the emergency supply. Whilst in emergency credit the standing charge will not be applied, please be aware this will be calculated and deducted from your credit balance when you top-up your meter.

When should you use emergency credit?

It is important to be aware that you should only use the emergency credit in an emergency. Examples of this include becoming snowed in, if your credit runs out in the middle of the night or if you unexpectedly become housebound or unable to leave your home to top-up.

How to access your emergency credit?

When you want to use your emergency credit, insert your key or card into the meter. You’ll then be offered the emergency credit. Follow the instructions on the screen to accept the emergency credit. To return to normal use, you’ll need to charge your card and put the credit back on your meter.

When topping up try to make sure you put enough money on your key or card to pay back any emergency credit and weekly collection you might owe, and enough to still give you the energy you will need.

How will we pay your emergency credit back?

Step 1

The pay as you go meter automatically checks if you have a weekly collection to reduce your debt (you’ll have already agreed this with us if you have). If you do and your weekly payment is due, it will take this first from your top-up. If you are paying us back through your meter, you’ll need to stick to the payment schedule we have agreed with you. If you do not, we can ask you to pay us the full amount straight away, or we can ask you to pay us back faster, or in a different way. Either way, we will let you know before we make any changes.

If you don’t have this agreement, this step will be skipped.

Step 2

Your pay as you go meter checks if you’ve used any emergency credit or if you owe anything for a standing charge. Your standing charge isn’t collected when you use your emergency credit, so you need to pay it back when you next top-up.