What can I do if I’m having trouble paying?
Firstly, don’t panic. If you’re having trouble paying, get in touch as soon as you can so that we can help you. Speak to one of our customer services team for free on 0800 141 2001 between 8am and 8pm Monday to Friday or between 9am to 5pm on Saturday. They’ll find out more about your situation, listen to you concerns and advise you on the payment options that could work for you.
There are also several independent organisations that can support you if you’re having trouble paying your bills. For further information see where can I go for independent support.
Pay-as-you-go meters and debt
If you’ve had a pay-as-you-go meter installed to help you to repay a debt, it will be collected each week from the credit you put onto your meter. If you check the displays on your meter regularly you’ll see the amount of debt reduce as you add credit. Once you’ve paid the debt in full, your meter will automatically stop collecting these payments.
If you are paying us back in this way, you’ll need to stick to the payment schedule we agree with you. If you don’t, we can ask you to pay us the full amount straight away, or we can ask you to pay us using a different, faster method. Either way, we’ll let you know before we make any changes.