You may have heard about suppliers disconnecting customers due to failure to pay bills on time. Please be assured that disconnection is a last resort, and we will always work with you to do everything we can to avoid it.
Before considering disconnection, we will always help you:
- To consider all available options for paying money owed including changes to your monthly payment
- To understand your energy consumption and offer energy efficiency advice to help reduce how much energy you're using
- To seek independent help and advice.
We will never disconnect a supply during the winter months where there is someone elderly, vulnerable, or a child under 18 years old in the household.
For free impartial advice please visit the Citizen's Advice Bureau.