have been appointed by your utility supplier to provide a meter
management and consumer charging solution for one or more utilities. Your utility supplier is likely to be the building owner, a managing agent or housing provider.
We will be responsible for managing your PAYG meter or raising statements based on your usage. We collect monies and undertake credit control activities, transferring all funds to your utility provider on a monthly basis. We will handle your account and queries, responding as effectively as possible, as well as working with your utility provider.
We may maintain some or all of your utilities system but all maintenance issues should be notified to your maintenance provider, building managing agent or housing provider in the first instance.
We are not responsible for the setting of tariffs or charges.
A customer in vulnerable circumstances can apply to be included in our Priority Services Register.
You, a family member, carer or responsible person can apply if you’re:
Chronically sick or Bedridden
Living with dementia
Of pensionable age
Living with children under 5
Experiencing mental health issues
Living with learning difficulties
Unable to speak English
Experiencing difficulty due to life-changing events (things like: a serious operation, pregnancy, or bereavement).
The support we may be able to provide will depend on your circumstances but will include things like:
your utility supplier of your status so you can be kept informed of any
planned maintenance that may disrupt your utilities
Providing your statements to another person at another address who may manage your finances
Relocating your PAYG meter if you are unable to access its functions, with the authorisation of your utility supplier
Contacting someone on your behalf if there is a problem with your account
Ensuring your vulnerability status is considered in our processes when dealing with disconnections and financial difficulties.
Allowing you to set a password on your account which will be verified when you contact us, or if we visit your home.
If you feel you would benefit from our Priority Services Register, please Get in Touch with our team. If you have other questions about the support we can offer, please check out information in this section.
happy to help you with managing your account and many of the systems
installed can also help, with useful in-built features such as setting
targets for energy usage and providing accessible information on cost. We're also continuing to improve the accessibility of our digital resources, including your online account.
We can also work with third parties, such as carers or those with power of attorney, who can operate the account on your behalf.
happy to work with carers and others who help support vulnerable
consumers but do need permission from the account holder. The only
exception is where you possess power of attorney, for which we'll require evidence.
permission can be provided to deal with a single issue or on an ongoing
basis and we can send statements and other correspondence to another
address. If the utility supplier is also your housing provider, we may
be able to speak to them to confirm you are already authorised to act on
the account holder’s behalf.
We're happy to support all consumers and have a number of translation tools available. If you are struggling to view this website, please click the ‘Accessibility Help?’ button at the top of this page.
We also have many multi-lingual members of our support team. Our online account is also available in an increasing number of languages.
If the lasting power of attorney (LPA) has been granted in England and Wales since 1st September 2019, you can provide us with an LPA code from https://www.gov.uk/view-lasting-power-of-attorney. If this does not apply, we will require that you send us evidence, please Get in Touch and we will be happy to help.
Once this has been confirmed we will update the account, ensuring you can securely act on behalf of the customer.