We can arrange reconnection for you on the same day, next day or after hours/Saturday.
Our contractors may need to visit your property to reconnect your power manually. Depending on your meter, we may be able to reconnect your power remotely. Reconnecting gas must be done manually.
See our reconnection fees for costs.
These fees don’t include the cost of work carried out by an electrician or electrical inspector, like a Certificate of Verification (CoV). You will need to check this added cost with your electrician.
Call us and we'll get the process underway.
We’ll need to check:
Usually the same contractor who completed your disconnection will also get you reconnected. Please contact us so we can arrange your reconnection if your network is:
If your electricity or gas has been disconnected for six months or more, you’ll need to get a Certificate of Verification (CoV). This shows the property is safe to have the supply reconnected. A registered electrician, registered gasfitter or electrical inspector will need to inspect the property and issue the CoV.
For electricity when you have the certificate you’ll need to call us to book a reconnection. We will arrange for one of our technicians to meet you at the property. You’ll need to have the certificate with you so they can check it. You’ll have six months from the date the CoV was issued to reconnect the power.
For gas we need to reconnect the gas at the same time as the inspection, as the inspector needs flowing gas to do their safety checks. When you book a reconnection, please ensure you have a registered gasfitter available to meet our contractor onsite. We will need their details to request a reconnection.
Having more than one service with us can save you money and make paying your bills easier.
Simply, head to our Make Changes web page to:
Alternatively, log into your account and select 'change plan'.
Sometimes it can be hard to find the correct address in our national electricity registry, this can be because the data is out of date or does not match your postal address.
Information that will help us find the correct address is:
This information can be emailed to us at email@example.com.
If you are having issues with the address, call us on 0800 494 847.
If you have signed up with us in the past, and used the same contact details, you may need to contact us to sign up rather than using our online sign up journey.
If there are serious concerns for your health or wellbeing because of a power cut or a piped gas outage, call an ambulance.
It is vital that medically dependent customers have an emergency response plan in place in the event of a power outage or a piped gas outage. Outages can happen suddenly during bad weather or emergency repair work.
What to do in the event of an unexpected outage:
If neither of these options are available, seek assistance from your nearest hospital or medical centre.
Please let us know immediately if you or someone in your house depends on mains electricity or piped gas for critical medical support - where no electricity or piped gas could result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment.
Register with us as medically dependent by:
Once you have done either of these, please send, post, or scan the form back to us at:
When we receive the form, we will assess whether you or someone at the property meets the criteria for Medically Dependent and register the account accordingly.
For any further questions, contact us.
A customer is vulnerable if the disconnection of electricity to that domestic consumer presents a clear threat to their health or wellbeing due to:
Or if it is genuinely difficult to pay for electricity bills because of severe financial insecurity whether temporary or permanent.
We take our obligation to assist customers in vulnerable circumstances seriously.
If you or someone in your household fits this description, please contact us immediately.
We will discuss options like:
Also, if you think you may have issues with future payments, or communicating with us, you can appoint an alternate contact(s) who agrees to assist if a disconnection or payment issue is pending. An alternate contact could be a family member, friend, or social agency support person.
If you’re having work done to your property and are worried about safety, you can arrange for your power or gas to be temporarily disconnected.
You may also need to temporary disconnect your electricity if you are:
In most cases we’ll need two working days’ notice to arrange a temporary disconnection.
In most areas, you’ll need to contact your lines company, as they will be doing the disconnection.
If you are unsure of your lines company, you can check here.
In the following areas, we will contact the lines company for you.
If you are in one of the areas above, contact our call centre on 0800 80 9000 to arrange the disconnection.
You’ll need to get a Certificate of Verification (CoV) for electricity if you have:
If you no longer need electricity at your property now or in the future, then it can be disconnected and the metering removed.
You may need to permanently disconnect electricity:
Please contact us to arrange the disconnection.
It is important that our contractors do this work, rather than an electrician, to ensure we get the correct meter reading.
The meter owner also needs to collect the meter. If a meter is lost or removed, you may be charged a fee by the meter owner.
If you are unsure of your meter company, you can check it on this website.
A disconnection can take 10-30 business days to complete.