The Staying Connected Energy Consumer Checklist is a document produced by Consumer Focus that contains the key information that energy consumers need to know in order to get, and stay, connected to their energy supply.
To find out more, visit citizensadvice.org.uk/consumer/energy/energy-supply.
We're here to help if you're having trouble with your energy. Our Customer Care team provides a wide range of support services if you need help to manage your energy supply. To speak to someone, call us today on 0345 2072 000.
If you are struggling to pay your energy bill or if you have a problem with your meter, you can get help from Citizens Advice.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144. Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
For British Sign Language enquiries, go to contactscotland-bsl.org.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
We are dedicated to providing extra help to our most vulnerable customers to make managing their account with us that much simpler.
You may be eligible to join our Priority Services Register (PSR) if you, or a member of your household are:
This confidential service allows us to see which of our customers require specific services to help manage their account and remain on supply.
Once on this register, we can:
To find out more about the PSR and how you can be included, please contact us on 03303 337 441.
Apply for the Priority Services Register
Please be aware, your water supplier might also have this type of register. For more information, please contact them directly.
Need more advice?
If you are looking for impartial advice on debt, StepChange Debt Charity provides free debt management and insolvency solutions.
If you're struggling with debt, or would like more information and tailored advice on your debt problem, you can contact StepChange directly on freephone 0800 138 1111.
Not sure if you have a debt problem? Take StepChange's quick online test here
If you are still unable to pay and you are on income support, job seekers allowance, pension credit or employment and support allowance you might be eligible for the Fuel Direct Scheme.
What to do if you smell gas:
Call National Gas Emergency Number on 0800 111 999.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem