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Help & FAQ

What happens if I run out of credit?

If you can’t top up and you have run out of credit, your smart meter has a reserve credit facility. If you don’t want to use your reserve credit, you should make sure ‘Credit Protection’ is active on your smart meter.

Reserve credit allows you to ‘borrow’ credit, so you can keep using heat and hot water for a short period of time after your balance falls to £0.00. This is simply a loan, and must be paid back in full before the system can be used again.

Your system will go into suspension when you run out of reserve credit. You won’t be able to start using the heating and hot water again until you top up. Your heating programmer and thermostat will switch off when you run out of credit.

You will still be charged the availability charge when your supply is suspended.

Please note: Purchasing less than the value of the debt will NOT reconnect your supply. We recommend purchasing at least £5.00 more than the value of the debit balance to ensure that your supply is reconnected and maintained.

Customers needing extra help

We want to ensure that all of our customers receive the right service to meet their needs. If you have special requirements or a disability, we will do our best to help you. To make sure we can help, you should contact us so we can add your details to our Priority Services Register (PSR).

Some of the services we provide to our Priority Services Register customers:

  • We can arrange to manage your heating account through someone you trust. We can send letters and statements to them directly. And you can give us authority to speak to them on your behalf on the telephone.
  • We can set up a password that can be used for you to identify any person working for us.
  • If you’re visually or hearing impaired we can provide support to help you manage your account.
  • If you’re having problems paying for your heating, please let us know as soon as you can. We can put you in touch with advice and support agencies.
  • If you have a vulnerability which is made worse by lack of heat, we won’t disconnect your supply between October and May. But please note that if you run out of credit, this will mean you won’t have heating and hot water. We will provide you with a temporary heater if your heating system fails.

Contact us to add your details to the Priority Services Register

Just contact us, register your need and we’ll be able to help.

Energy Saving Help

There’s lots of resources and useful advice out there, to help you save energy, money and the planet. Here are some of our favourite sources.

Energy Saving Trust – get independent and impartial advice to help you

Government advice – check your eligibility for government grants and benefits

Citizens Advice – lots of useful resources, tools and advice on energy and your rights

If you are unhappy

Have we let you down?

We want to hear about it if you aren’t happy.

Just have a query?

If you’ve just got a query about your heat supply or the way we do things at energetik, you can call us, write to us, or email help@energetik.support.

What if I need to make a complaint?

If you would like to make an official complaint about any aspect of our service, we will take it seriously. We will work hard to resolve the problem and capture your feedback so we can learn from it.

Please explain to us what the problem is so we can understand what’s gone wrong. You can call us on 0333 241 4551, write to us or email us at help@energetik.support. We’ll get back to you within 10 working days (hopefully sooner) and try to sort it out for you.

Download our Complaints Procedure for more information.