What if I can’t pay?
Please call us on 0333 344 2686 Monday-Friday, between 08:00 am and 5:00 pm and talk to our Member Services Team - we'll do everything we can to help you work things out.
Your IHD will alert you when you’re below £2.00 credit. If your meter runs out of credit, you can activate “emergency credit” which means you have an additional £5.00 worth of credit to use before being off supply.
What is emergency credit & how do I get it?
Your emergency credit will tide you over until you can top up again. You will receive £5.00 for each meter, but you must pay it all back when you top up before you get back in credit.
When your IHD alerts you to tell you you’re below £2.00 of credit, select “confirm”. Once your meter runs to £0, the emergency credit of £5.00 will be used and display on the IHD as “E credit”.
If the alert is missed you can press “7” on the meter keypad and this will show “E credit” available and then you can press “A” to confirm the use of emergency credit.
If you are off supply, but with emergency credit available, you can restore supply by pressing “A”, and then “B” to confirm. You can then activate emergency credit, by pressing “7” and then “A”.
To check if emergency credit has already been activated, you can go to the meter and press “7” and it will show as “E credit”.
Why can’t I access my emergency credit?
If you have already used your emergency credit and have not paid it all back yet, you will be unable to access it again. If you want to use your emergency credit again, you must pay the amount of emergency credit used and have positive credit over the required threshold, set at £2.00.
What is friendly credit?
Friendly credit is applied to your meter to make sure your home remains on supply during a period where you cannot top-up, for example - out of normal office hours.
How do I pay back my emergency and friendly credit?
All you need to do is top up and make sure you add enough to cover what you spent whilst in emergency or friendly credit. You will need to top up more than the emergency credit limit to be able to use it again. For example, if the full emergency credit limit has been used (£5.00), then you will need to top up at least £7.00 (the £5.00 of emergency credit used plus the £2.00 required threshold) to be able to access emergency credit again.