If you believe your prepayment meter is faulty, please contact our customer care team who will attempt to fix the issue with you over the phone. If we cannot fix it but you are on supply our team will arrange a morning or afternoon appointment with you, usually with a 2 week lead time to repair it. If this isn’t possible, we’ll replace it.
If you are off supply due to an issue with the meter than we cannot rectify over the phone, we’ll send an engineer to the property within 3 hours of you telling us (or within 4 hours on a weekend or a Bank Holiday) to repair it, again if this isn’t possible, we’ll replace it.
If you tell us about this problem outside the hours of 9am to 8pm Monday to Friday or outside the hours of 9am to 5pm on a weekend or Bank Holiday, the 3 or 4-hour timescale will begin from the start of the next day.
If we don’t visit you within the timescales above, we’ll pay you £30 within 10 working days. If we don’t make this payment within 10 working days, we’ll pay you an extra £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.