Coronavirus - further information for Pay As You Go Customers

We know the coronavirus pandemic is affecting Pay As You Go Customers who top up their meter using a key or card with credit bought from a shop. To help, we’ve put together answers for the most common questions you may have.

It's easy to keep your Pay As You Go meter topped up. You just need to take your electricity key or gas card to your nearest PayPoint or Post Office branch.

It's important to keep your gas and electricity meters topped up. This is to make sure your supply doesn't stop. You can add up to £99 at a time to your meter, but be aware that it will only hold up to £250 credit in total.

Checking the credit on your meter

Your Pay As You Go meter has a digital screen which shows how much credit is left for you to use. It's a good idea to check this regularly so you know when you need to top up your gas or electricity.

If you run out of credit, your gas or electricity supply may stop unexpectedly. However, we'll lend you emergency credit if you're not able to top up your meter straight away.

Emergency credit

You'll have emergency credit on your meter, just in case you can't top up straight away.

If you use any emergency credit, you'll need to buy enough credit to repay it when you next top up. This is as well as any credit you’ll need to cover your usual energy use.

Looking after your key or card

It's important you look after your key or card. This means keeping it clean and in good working condition.

If it gets dirty or damaged, it might not work.

If you've lost your key or card please get in touch and we'll send you a new one. Just so you know, we might charge you for a replacement.

When you're away from home

When you go away, you'll need to check you've got enough credit to last until you get back.

Even if you've switched off all your appliances, your meter will collect a daily standing charge. If you're making weekly repayments towards an outstanding balance, it'll collect those too.

You might also be leaving appliances on (such as your fridge and freezer). If so, make sure you've got enough credit to cover those as well.

If you run out of credit, there'll be nobody around to start the emergency credit, so your supply will stop.

Why not upgrade to a smart meter?

We know this is a difficult time and want to make sure all our customers have access to energy.

With a smart Pay As You Go meter you'll be able to top up online or over the phone. And if you run out of credit unexpectedly, you'll be able to get some emergency credit sent straight to your meter.

If you think a Smart Pay As You Go meter can help you, why not book your appointment today, at no extra cost?