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Domestic Support

Get help with your prepayment meters

Get help with your prepayment energy meter here. Find out everything you need to know from how to top up or use your emergency credit, to how much debt you have outstanding.

Both electricity and gas card or keys will continue to work while your account moves over to us. If you have a prepayment meter, you can continue to use your existing key, you will not require a new one.

In the near future, we’ll look at replacing your prepayment meter with a Smart Meter and discuss your options for future supply.

You can top up at any Payzone, PayPoint or Post Office outlet. You can find the nearest outlet to you on their website.

For gas – If you wish to use your emergency credit and you have less than £2 remaining; put your card in the meter then press the red button ‘A’

For electricity – if you want to use your emergency credit and you have less than 50p remaining, insert your key in the meter and press the blue button. Your meter may make a noise when your emergency credit is available to use.

The emergency credit rate is set at £10.00.

As part of your agreement, it is mandatory for you to top up your meter with credit every week, even if energy is not being used. This is to make sure that your debt is repaid in line with your repayment agreement.

If you fail to keep up with the repayment schedule, the meter will take an amount each night from the available credit until the repayments have been made.

If you don’t top up your meter, we’ll carry on taking a higher weekly debt repayment amount until you’ve caught up with your repayments.

If you’re struggling to pay, please call us as soon as possible on 0115 697 1121. We’re here to help.

You can find out your outstanding debt from your meter.


For gas:

Press and hold the red button ‘A’ until you hear a beep or the display on the meter changes.

Now press the red button ‘A’ again until you get to screen 27.

Screen 27 will show you the total debt balance left to pay.


For electricity:

Insert your electricity key into the meter.

Press the blue button until you see the letter ‘S’ which will show you the outstanding balance on your meter.

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