Priority Services
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.
Read our FAQs below to find out more about the services we offer.
Bereavement support
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.
Read our FAQs below for more ways to get in touch and to find out more about what to do when someone close to you has passed away.
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.
Energy saving advice
Find out how much your household is generating with our Carbon Footprint Calculator, then head to our energy saving advice page for ways to save money on your energy bills and reduce your carbon emissions.
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”
or
❯ 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.
You can register for our priority services in a few different ways.
On your online account/app - just head to 'Extra Support'
Give us a call on 0345 555 7 100
Or you can download the registration form here (requires Adobe Acrobat Reader), print it out, fill it in, and post it back to us. 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.
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 accounthelp@ecotricity.co.uk 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?
Additional support
We understand that bereavement can be a very difficult and sensitive time; you might find the following resources useful:
For help coping with grief there are helpful guides available from charities such as Cruse and Mind.
For information on dealing with the estate of someone who has passed away, visit Gov.uk and Citizens Advice. You can also register the name and address of the deceased to help prevent receipt of direct mail by visiting The Bereavement Register.
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 accounthelp@ecotricity.co.uk 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?
This service can be used on your (smart) mobile phone or tablet. You just need to download the app on the App Store (for iOS devices) and on Google Play (for Android devices)
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: metering@ecotricity.co.uk
Scope
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
Get free and impartial advice. Visit Disability Energy Support or call 0808 801 0828.
Scope also provide practical advice and emotional support through their helpline, online community and advice and support pages.
The Warm Home Discount Scheme is a programme run by the government and energy suppliers to help households living in or at risk of fuel poverty. New applications for this year's scheme closed at the end of February and payments will be received by the end of March 2025.
The energy company that supplied your electricity on 11.08.2024 is responsible for making any warm home discount payments. So, if you've recently switched energy supplier, you should check with your previous supplier to make sure you've received your payment.
Successful applications made before the end of February through the Broader Group for Scottish Customers or through the government's Warm Home Discount helpline will be honoured, even if there is a delay in us receiving your information.
All successful completed applications in February will be paid before the end of March 2025. Any applications started before the end of February, but not completed until a later date, will be paid within 30 days.
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 Support
Income-based Jobseeker’s Allowance
Income-related Employment & Support Allowance
Housing Benefit
Universal Credit
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 2025, 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 if we’re notified 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 2025.
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 Support.
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.
Housing Benefit.
Universal Credit
Child Tax Credit
Broader Group Applications
We are no longer able to accept applications for our Broader Group for this year's scheme.
If you haven't already, we need you to send us evidence of your eligibility, so we can progress your application and provide you with the Warm Home Discount payment. If you have this electronically, please email this home@ecotricity.co.uk
Alternatively, you can post your evidence to "FREEPOST Ecotricity"
All received applications are currently being processed with payments being provided before the end of March 2025. We will endeavour to ensure all customers are kept informed of the status of their applications.
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 01453 761 350 and 0800 917 9525. 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 soon as you can. The earlier we hear from you, the sooner we can help.
It’s easy to get in touch
If you're a domestic customer:
Call us, 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 credit.support@ecotricity.co.uk
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 review your current payments and debt repayments.
We can set up an interest free payment plan that covers your ongoing monthly energy usage as well as something towards the debt. We’ll just need to ask some questions to understand your situation and work out what is 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 get in touch with us, we will continue to contact you about the balance outstanding. This could be by email, letter, text messages and phone calls. Depending on the contact information we hold for you.
We also work with debt collection agencies to find the best solution for you. They may contact you on our behalf to discuss your options and to collect the outstanding balance. They can also reconnect you with one of our trained agents who will support you by discussing the most suitable and affordable way forward. If no solution is agreed, we may instruct a debt collection agent to visit you at your home.
The debt collection agencies we use are:
The Zinc Group
Ascent
Engage Services Limited
Oriel Collections Limited
UK Search Limited
Advanced Collections System (ACS)
This is why it’s really important that you get in touch – we’re here to help.
Frequently asked questions
Energy Saving Advice
If you would like some advice on how to reduce your bills or how you can be more energy efficient, our website has some useful energy saving tips www.ecotricity.co.uk/your-green-energy/energy-saving-advice.
You may find the below companies helpful too:
What if I can’t afford to pay my monthly energy usage?
There are still things we can do to help – please contact us and we'll go through the options available.
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?
Please read our Privacy Policy.
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 meter you will need to download the app from the App Store or Google Play store. To register to use the app you will need your PAN (Prepay Account number). If you don’t have this or are unable to use the app, please call use on 0345 555 7100. If you’re unable to use the app, you’ll need a Smart Top-Up Card. This can be used in store with the fuel voucher.
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.
Emergency credit can only be activated once your credit balance is 50p or less. The meter will beep or show a flashing ‘E’ on the right side of the screen when the emergency credit can be activated.
Insert your key, the screen will show the amount of emergency credit added to the meter with the words “Token Accepted” above it. The emergency credit balance will be displayed with a solid letter ‘E’ next to it on the right of the screen.
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.
Outside of friendly credit hours please visit Help with Pay As You Go | Ecotricity under the section ‘How to activate emergency credit on your smart meter’.
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
Government Household Support Fund
If you are struggling to heat your home or afford other essential items over the colder months, contact your local council to see what support may be available.
Find your local council here using your postcode here.
MoneyHelper
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 Consumer Service: 0808 223 1133
Wales Consumer Service Welsh Speaking: 0808 223 1144
If you live in Scotland Call: 0808 196 8660 or visit https://energyadvice.scot/
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
National Debtline
The National Debtline charity also offers free, independent advice. Give them a call on 0808 808 4000 or visit nationaldebtline.org
Charis Grants
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
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.
Entitled to
Entitled to are an independent company who simplify the benefits system so people can quickly find out what financial support they may be entitled to. Their mission is to make sure everyone who is entitled to benefits is empowered to claim them.
Scope
Scope offer free energy advice to disabled people, helping them to manage their energy needs, as well as practical advice and emotional support through their helpline, online community and advice and support pages.
Age UK
Call freephone 0800 678 1602 or visit https://www.ageuk.org.uk/ Age UK offer support with financial matters, health and wellbeing.
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 welcome@ecotricity.co.uk
For any questions or issues relating to existing meters or meters requiring re-siting, please contact us at metering@ecotricity.co.uk
If you are struggling to pay your energy bill or if you have an energy problem, you can get help from Citizens Advice. If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133.
For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144. Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
For British Sign Language enquiries, go to contactscotland-bsl.org.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice, and they can refer you directly to the Extra Help Unit service if you need additional support to resolve your energy complaint.
Can't find an answer to your question?
Send an email to home@ecotricity.co.uk, 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
Monday to Friday 9am - 7pm
Saturday and Sunday 9am - 5pm
Prefer to phone a landline, or calling from abroad? Call 01453 761482
Alternatively, if you are a business customer, please contact business@ecotricity.co.uk
Smell gas? Call the National Gas Emergency Service on 0800 111 999