We offer priority support services to customers who need a little extra help. You, or someone acting on your behalf, can register with us and tell us about any special requirements you may have. For example, if you’re of pensionable age, have a chronic illness, a disability, or you're pregnant and/or have young children under five years old.
We understand that this is a very difficult time and we’re here to do everything we can to help.
You can let us know if someone has passed away by calling our customer support team on 0345 555 7100.
So that we can help to finalise their account, it would be useful to have:
The name and address of the person who has passed away and, if available, their account number
The details of the person who will be taking responsibility for their estate.
A recent meter reading, if possible.
Support for vulnerable households
We know that some of our customers need a bit of extra help or specialist support.
Our mantra is simple: whatever your situation, whatever your needs, we’re here to help.
The Vulnerability Commitment was launched by Energy UK in December 2020 and we’re proud to be one of the founding signatories. We pledge to support our customers facing vulnerable circumstances in any way we can.
Related FAQs - Extra Support
Yes, you can.
If you’d like to register on behalf of family member or you are a carer who is authorised to act on behalf of a vulnerable customer, you can register for our priority services by either:
❯ Completing the online registration form using the Register button above and ticking the box “using a representative”
❯ Downloading the form, printing it out, completing it and posting it back to us. Just make sure to complete the “Representatives” section of the form.
Our address is Freepost ECOTRICITY.
Examples of the Priority Services we offer include:
❯ Textphone communications with our customer services staff
❯ Password scheme – so you can be sure of representatives when they visit your home
❯ Bills in alternative formats including Braille, large print and talking bills
❯ Moving your meter to a more accessible location
If you have special requirements that we might be able to help you with, fill out our registration form.
You’d be eligible if you or anyone in your household:
❯ Has a chronic illness
❯ Is of pensionable age
❯ Is blind or partially sighted
❯ Is deaf or hard of hearing
❯ Is pregnant or you have children under the age of five living in the property
❯ Has another type of disability or special need
for the full list of eligibility criteria, download a copy of the Priority Services Registration Form or register below:
We understand that this is a very difficult time and we’re here to do everything we can to help. You can let us know when someone close to you has passed away by calling our customer support team on 0345 555 7100, emailing us at firstname.lastname@example.org or writing to us at FAO Bereavement Team, FREEPOST ECOTRICITY.
It would help to have the following details to hand when you contact us:
Details of the person who has passed away – their name, address, date that they passed and account number if available
Details of who is responsible for their estate – this is usually an executor, administrator or solicitor. Please provide their name, contact details and address. If this is you, we’ll also ask if you know what is going to happen with the property
If possible, up-to-date meter readings.
If you’re in the process of obtaining a grant of probate/administration, please let us know who will be managing their affairs in the meantime.
We will walk you through the process of finalising their account – see our FAQ on What happens to the account of someone who has passed away?
We understand that bereavement can be a very difficult and sensitive time; you might find the following resources useful:
We’ll walk you through the process of finalising their account – see our FAQ on What to do when someone close to you has passed away which includes contact details to get in touch.
Here’s a summary of what usually happens in different situations:
If the property is being sold
We’ll make a note of this to ensure that you don’t receive unnecessary reminders.
Bills will be sent out as usual and we’ll ask for updates and up-to-date meter readings every now and then.
Once the sale has been completed, we’ll ask you to let us know the sale completion date, the name of the new owner or solicitors dealing with the sale, and final meter readings.
Once the account has been closed we’ll send the final bill to the person dealing with the estate.
If a partner or relative is still living at the property
If they’re already named on the account, we’ll update our records to name them as the main account holder.
If they’re not already named on the account, they’ll need to get in touch with us – or we’ll need their verbal or written permission, or instruction from the executor/administrator before we can put the account in their name.
If there’s a PAYG meter at the property
Please get in touch with us to discuss what happens next – depending on the situation, we might need to send a new card for the meter. This is to ensure that you’re not responsible for any energy or debts you didn’t use or owe.
If you’ve inherited the property
Get in touch to open a new account under your name. Please contact us and we’ll sort this out for you.
What happens if the person who has passed away rented the property?
Get in touch to let us know they’ve passed away.
Contact us once the keys have been handed back to the owner/landlord.
We‘ll then ask for the name of the landlord/housing association/letting agency, their contact details and final meter readings if available.
We’ll close the account and send the final bill to the person appointed with managing their affairs.
You can let us know when someone close to you has passed away by calling our customer support team on 0345 555 7100, emailing us at email@example.com or writing to us at FAO Bereavement Team, FREEPOST ECOTRICITY.
BT Text Relay Service
So that we can offer the best customer service to our customers with hearing or speech impairments, we’re implementing BT Text Relay Service which offers text-to-speech and speech-to-text translation service as part of our overall commitment to supporting those customers who need extra support.
How do I access the BT Text Relay Service?
You can also download the app to your computer here.
We are also able to offer an accessible IHD
AIHDs include features such as larger, tactile buttons and a bigger screen, so the information can be displayed in a larger font. There is a speaker so that information can be played rather than read. The accessible IHDs have been developed in partnership with RNIB. (Royal National Institute for the Blind)
If you would like to request one, please email: firstname.lastname@example.org
We’re committed to offering the best customer service to all our disabled customers, so we’ve partnered with Scope, the disability equality charity. Scope offers Disability Energy Support, a free energy and water support service. It’s for disabled people and their families across the UK and Wales.
Their expert advisers can help with a wide range of issues. These include:
managing energy and water debt,
switching tariffs or supplier,
changing your meter,
energy and water efficiency,
free fuel vouchers (conditions apply),
contacting or complaining to your supplier,
understanding how to use your heating systems
The Warm Home Discount Scheme is a programme run by the government and large energy suppliers to help households living in or at risk of fuel poverty. Please bear in mind that the energy company that was supplying your electricity on 13/08/2023 will be responsible for making any warm home discount payments.
If you’re eligible for Core Group 1 or Core Group 2 in England and Wales or the Core Group in Scotland, you’ll automatically receive Warm Home Discount Scheme credit on your bill to help with the cost of heating and powering your home. It won’t affect your Cold Weather Payment or Winter Fuel Payment.
For our customers in England and Wales
In England and Wales, we can provide the Warm Home Discount for the following two groups of people:
Core Group 1: Customers who receive the Guarantee Credit element of Pension Credit.
Core Group 2: Customers on low income who receive certain means-tested benefits or Tax Credits, and have high energy costs who do not fall into Core Group 1. (Core Group 2 used to be called the ‘Broader Group’ in England and Wales.) The means-tested benefits that provide eligibility include:
Income-based Jobseeker’s Allowance
Income-related Employment & Support Allowance
Child Tax Credit
Working Tax Credits
Pension Credit Savings Credit (PCSC)
To find out if you are eligible for either core group, check out the Government’s DWP Warm Home Discount Scheme website.
If you are eligible, the DWP will tell us and you’ll receive the payment automatically on your bill by the end of March 2024, as long as you’re named on the energy account.
If you think you’re eligible, but the DWP haven’t sent you a letter by the end of December, please call the government’s Warm Home Discount helpline – you can find more information here. Please be advised we can only provide the Warm Home Discount to we’re notified to by the DWP – we’re not able to accept direct requests.
For our customers in Scotland:
Core Group 1: Customers who receive the Guarantee Credit element of Pension Credit. The DWP will tell us if you’re eligible and we’ll apply the payment automatically to your bill by March 2024.
Please be advised we can only provide the Warm Home Discount to Core Group customers if we’re notified by the DWP – we’re not able to accept direct requests. If you think you’re eligible, you can find more information here.
Broader Group: Customers who receive one of these means-tested benefits:
Income-related Employment and Support Allowance (IR ESA) which includes a support component.
Income-related Employment and Support Allowance (IR ESA) where you’re a member of the work-related activity group.
Income-based Jobseeker’s Allowance.
Universal Credit where your monthly income was less than £1,418 in one or more months since 1 October 2021
Child Tax Credit awarded based on an annual household income of less than £17,005
To apply for the Broader Group, please fill out the application form via the link below:
Please bear in mind that you need to live at a Scottish postcode and be on supply with Ecotricity on 13/08/2023. All applications will be reviewed and processed on a first-come first-served basis with the support of DWP. If you have already applied, we will be in contact to request further information or evidence of the benefit you are in receipt of.
How to get help if you’re struggling to pay your energy bills
If you’re finding it difficult to pay your energy bills, the best thing to do is to get in touch with us as early as you can on 0345 555 7 100. We’ll do everything we can to make paying your bill as easy as possible for you.
Struggling to pay?
If you’re worried about paying your energy bills and struggling to make ends meet, we’re here to help. We can discuss a variety of different options to pay and offer additional support – the most important thing is that you contact us as early as you can. The earlier we hear from you, the sooner we can work with you to help make paying your bill as easy as possible.
It’s easy to get in touch
If you're a domestic customer:
Just give us a call if you're struggling to pay, on 01453 761 350 or freephone 0800 917 9525. We're open from 8.30am – 6pm Monday to Thursday, 8.30am - 5pm Friday and 9:30am - 1pm Saturday.
Send us an email at email@example.com
Or write to us at Collections Team, Ecotricity, Lion House, Rowcroft, Stroud, GL5 3BY or Collections Team, FREEPOST ECOTRICITY.
If you're a business customer:
Please contact us on 01453 790 255 or at BusinessCredit@ecotricity.co.uk
There are lots of ways we can help
We can set up an interest free payment plan that covers your ongoing monthly energy usage as well as putting something towards the debt. We’ll just need to ask you a few questions to understand your situation and work out something that’s affordable for you.
Switch your meter to Pay As You Go to help you budget and manage your energy usage. We can agree an affordable weekly amount with you to pay back the debt through the meter. Pay As You Go may not be right for you if you rely on energy for things like medical equipment or refrigerated medication.
You can pay your bills directly from your benefits under the Fuel Direct scheme. To find out more, please visit the Government website: Help paying bills using your benefits - GOV.UK (www.gov.uk)
What will happen if I don’t pay, or I don’t contact you?
If you don’t pay or contact us, the action we may take include:
Escalating your account to a third-party debt collection agency – they’ll contact you on our behalf.
Home visits – we’ll visit you at home and any charges incurred will be passed on to you.
Fitting a Pay As You Go meter - we would obtain a warrant of entry to come and exchange your credit meter for a Pay As You Go meter (whether you’re there or not). There’ll be a charge that will be passed on to you.
Legal action – including obtaining a County Court Judgement which will impact your credit rating. Any charges incurred will be passed on to you. This may mean you will be less likely to be successful in applications for things like mortgages, loans, or mobile phones.
Sharing your data with credit reference agencies – which will impact your credit rating. This may mean you’ll be less likely to be successful in applications for things like mortgages, loans, or mobile phones.
This is why it’s really important that you get in touch – we’re here to help.
Frequently asked questions
For energy advice which can help you to reduce your bills or help you be more energy efficient:
What if I can’t afford to pay my monthly energy usage?
There are still things we can do to help – please contact us so we can work together to come to a suitable resolution.
What if I can pay my monthly energy usage but I can’t afford to pay anything towards the debt?
Please continue to pay your monthly energy usage and contact us so that we can discuss options for your debt.
I’m no longer a customer of Ecotricity but I owe money on my final bill. What help is there for me?
If we no longer supply energy to you but you owe money on your final bill, we can set up an interest-free payment plan for you to pay the debt off in manageable instalments. We’ll just need to ask you a few questions to understand your situation and work out something that’s affordable for you.
What happens if my Direct Debit is returned unpaid?
We’ll always attempt a second collection, usually between 5 to 10 working days later. If the Direct Debit fails a second time, your direct debit will be automatically cancelled and no further payments will be taken. It’s important for you to contact us if you know you’re struggling and can’t pay your bill or arrangement. We can then discuss what to do and support you further.
What will you do with the information I provide?
I’m a Pay As You Go customer and I’m struggling to top up
If you’re unable to top up due to financial difficulties, please call us on 01453 761350 or 0800 917 9525. We’ll need to ask you a few questions to understand your situation and work out your options.
If you’re using a food bank you may be given a fuel voucher. You can take the voucher to a shop with a PayPoint machine to top up your key/card – find your nearest shop here: Find your local PayPoint store. If you have a Pay As You Go Smart top up card, you’ll need to call us to use the voucher on 0345 812 4444 or freephone 0800 917 9525
Emergency credit on your Pay As You Go meter
There is an emergency credit of £10 that allows you to keep your power on even when your balance has run out.
How to use emergency credit on your Pay As You Go meter (Non-Smart)
If your meter runs out of credit, your electricity and gas will switch off. For this reason, we recommend you always keep a £10 float on your meter. For those rare times when it does happen, an emergency credit facility allows you to borrow £10 to see you through until you can get to a top up outlet to purchase more credit.
If you need emergency credit, just insert your key into the meter, press the meter display button and follow the instructions to activate your emergency credit. Once it’s activated, the meter will display an “E”. Using emergency credit regularly isn’t recommended – it should only be used in an emergency.
Debt repayment or standing charges are NOT collected from emergency credit. So, when you next top-up you’ll need to top-up the amount of emergency credit used, plus any outstanding debt or standing charges to get your meter back into credit. Display B will show you how much to top-up to clear what’s owed. If you don’t top-up enough after using your emergency credit, your electricity and gas will remain off.
How to use emergency credit on your PAYG Smart Meter
If you’ve got a Smart Meter you’ll have access to something called friendly credit during times we’re not open, or are closing soon – for more information, visit Help with Pay As You Go
Topping up in the summer to avoid standing charge build up
Please remember to keep topping up your meter during the summer months to avoid standing charge build up. Otherwise, if you only start topping up in the winter months, you’ll need to repay the amount that’s built up and this will impact the amount of energy you have available when you really need it.
Organisations that may be able to support you further
MoneyHelper provides access to free, confidential and independent advice straight away for customers who live in England and are not already in a debt solution.
You won’t need to pay for the advice you receive and speaking to them won’t affect your credit rating.
By contacting us, we can get you immediate telephone support with a Moneyhelper adviser following a call with one of the Ecotricity team on 01453 761350 or freephone 0800 917 9525.
If you’d prefer to submit your own details for an immediate or scheduled call-back from a debt adviser or to be connected with an online self-help tool, please visit https://adviser.moneyhelper.org.uk
Citizens Advice Bureau (CAB)
Your local CAB can give you advice about ways to manage your debts and other legal matters:
England & Scotland Consumer Service: 0808 223 1133
Wales Consumer Service Welsh Speaking: 0808 223 1144
The Citizens Advice website also has lots of great advice.
StepChange Debt Charity
StepChange is the UK’s largest debt charity, offering free, independent advice. Give them a call free on
0800 138 1111 or visit stepchange.org
The National Debtline charity also offers free, independent advice. Give them a call on 0808 808 4000 or visit nationaldebtline.org
Call 01733 421021 or visit charisgrants.com to check that you’re getting everything you’re entitled to. They may be able to offer grants to help clear some of your debts too.
Turn2us is a national charity that helps people in financial hardship gain access to welfare benefits, charitable grants and support services. Visit their website at turn2us.org.uk.
If you’re a domestic customer and need a new metered supply installed at your home due to a property conversion or significant extension, please contact us on firstname.lastname@example.org
For any questions or issues relating to existing meters or meters requiring re-siting, please contact us at email@example.com
Can't find an answer to your question?
Send an email to firstname.lastname@example.org, our average response time for email and app queries is 2 working days.
If you would like to speak with someone, give us a call on 0345 555 7 100
Alternatively, if you are a business customer, please contact email@example.com
Between 9am – 7pm Monday to Friday
9am – 1pm Saturdays
Prefer to phone a landline? Call 01453 761482
Smell gas? Call the National Gas Emergency Service on 0800 111 999