We always aim to work with customers to resolve payment issues before taking formal action. However, where debts remain unresolved, we may take steps to recover what is owed, up to and including disconnecting your meter.
Disconnecting your meter
If you don't pay, we have the right to de-energise and/or disconnect your meter if you owe us a debt that is older than 28 days and you have not responded to our collection attempts. This applies if you are on any of the following plans:
- Deemed contract — where you have moved into a premises which was previously supplied by UrbanChain
- Express contract — where you have agreed a contract with us and are within the contract period
- Out-of-plan contract — where the contract period has ended but you have not moved supplier
Disconnection is always a last resort. If you owe money and are struggling to pay, please get in touch with us first — we may be able to help.
Meter tampering
If we believe a meter has been tampered with, electricity is being abstracted, or electricity is being used for any unlawful purpose, we may act under the Electricity Act 1989 and Utilities Act 2000. This may mean we exchange, de-energise, or disconnect your meter.
If you're having difficulty paying
Please contact us as soon as possible if you're struggling. We may be able to agree a payment plan to help you manage outstanding balances. For more information on late payment fees, see our Late Payment Fees page.
Business debt support
If your business is experiencing financial difficulty and you need independent support or advice, the following organisations may be able to help:
- Business Debtline — 0800 197 6026 | businessdebtline.org
- StepChange — 0800 138 1111 | stepchange.org
- Citizens Advice — 03454 04 05 06 | citizensadvice.org.uk
- Energy Ombudsman — 0845 055 0760 | enquiries@os-energy.org
- Advice Direct Scotland — 0808 196 8660 | energyadvice.scot