What should I do if I have no gas or electricity at my property?
If you’re currently without gas or electricity, the most common reason is a prepayment meter that needs topping up. This is a short-term fix to keep you connected while we arrange your switch to a new supplier.
Thanks for reaching out. If you’ve moved in and found there’s no power, it’s likely the property uses a prepayment meter. These meters require regular top-ups to maintain your energy supply.
🔌 How to restore your energy
To get your supply back on, you’ll need to top up the existing meter using the card or key that should be left at the property. This is a temporary measure until we complete your switch to a new supplier.
⚠️ Important: We understand this may not be ideal, but topping up is necessary to keep your energy flowing in the meantime.
✔ How to top up your meter
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Some energy providers allow online or app-based top-ups depending on the meter type.
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If you don’t know who your current supplier is, check your inventory report or ask your landlord or letting agent.
🔄 What happens after the switch
Once your switch is complete, you won’t need to top up anymore. You’ll move to a standard energy account with monthly billing, and we’ll send you everything you need to manage your energy with confidence.
💡 Need a hand?
If you’re not sure how to top up, or the card/key is missing, just get in touch with our team. We’re happy to help and make sure you get reconnected quickly.