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Looking for help and support? Browse the topics for all the help you need. Our dedicated team is on hand from 9am – 5pm weekdays to answer your queries.


Still got a question? Take a look at some of our most frequently asked questions or get in touch.

If we haven’t received a meter reading from you, we’ll do our best to provide you with an estimated bill for the previous month. This is calculated on your average usage and the current electricity or gas rates for that month, a recent meter reading will ensure you receive an accurate bill. Please check:

  • Has your bill been estimated? This is denoted by an ‘E’ on your bill.
  • The dates on your bill
  • That the meter serial number matches the one on your bill

If you have an actual meter reading, check that the reading present on your bill is the same as the one that you sent us. If it is different, please contact us either by email at or by telephone on 0115 697 1121 or through our live chat service.

Please contact our customer care team either by email at or by telephone on 0115 697 1121.

Yes, please email or fill out our contact form.

Prior to the expiry of your contract, we will send you an e-mail detailing our renewal terms. For non-micro customers, this e-mail will be sent out at around 120 before your contract ends and for micro customers, this will be sent at around 60 days prior to the end of the contract. The e-mail will provide you with options for the end of your current plan. If you have any questions about our renewals, contact our customer care team on or on 0115 697 1121.

If you have any changes in your details, please contact us by email on or by telephone on 0115 697 1121 and one of our team members will be happy to help.

Your Meter Point Administrator Number (MPAN) can be found on your electricity bill. It’s usually located in the top right of your bill and is 13 digits long. This number is used to uniquely identify your electricity supply points.

Your Meter Point Reference Number (MPRN) can be found on your gas bill. Usually, this is located on the first page of your bill or on the back of the front page and is up to 10 digits long.

You can use Meter Point Administration’s online service, Find My Supplieror call the Meter Point Administration Service to get details of your gas supplier. They can also provide your Meter Point Reference Number (MPRN). Telephone: 0870 608 1524 (this call will cost 7p per minute plus your telephone company’s access charge).   Your Supply Point Identification Number (SPID) can be found on your water bill and is 13 digits long.

Yes, as with a standard network we can arrange a commercial supply contract to ensure a smooth registration, meter installation and billing process for your development.

Depending on the meter required it varies. Please see timelines for confirmation.

You can contact our New Connections team by emailing or call 0115 697 1121 and choose option 4.

Currently we only provide new connection solutions to commercial properties and businesses

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