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E (Gas and Electricity) customer service
from different sources, including Citizens Advice, Energy Ombudsman and the suppliers. E (Gas and Electricity) scores for October to December 2023 Overall score 3.1 out of 5 Fewer complaints received 1
Problems getting to or topping up your prepayment meter
to paying by credit, this means you pay for your energy after you use it. If you have a smart meter your supplier can switch your meter to credit mode remotely. If you don’t have a smart meter, your
Get your home connected to a gas or electricity supply
- the company you get to do this will depend on where you live. Choose a supplier - this will be the company that will bill you for energy you use. Important If the gas and electricity already works in your
Using your smart meter’s in-home display
installed, your energy supplier will offer you a device called an 'in-home display' (IHD). They might also call it a 'smart energy monitor'. The IHD is a small portable device with a screen. It shows your
How to read your smart gas meter
can submit one on their website or app. If you can’t get to your meter, your energy supplier might be able to give you extra help to read or move your meter. You can check if you can get extra help
If you haven’t received an accurate energy bill in a while
supplier might charge you for energy you’ve used in the past. This is known as ‘back billing’. If you pay by direct debit, your supplier might increase your payments. They use the extra amount to pay
Getting a smart meter installed
meter readings to your supplier, meaning they can bill you accurately for the energy you’ve used. You can change how often readings are sent. You won’t have to pay upfront to have a smart meter installed
How to read your gas or electricity meter
them the readings - or check if you can submit one on their website or app. If you can’t get to your meter, your energy supplier might be able to give you extra help to read or move your meter. You
Get compensation if you have a power cut
compensation if your electricity or gas supply goes off. Your gas or electricity network operator is responsible for fixing power cuts and paying you compensation. This company is not your energy supplier
Decide if prepayment is right for you
as you go, lets you pay for your energy in small amounts. If you have a smart meter, your supplier can switch your meter from paying by credit to prepyament remotely. If you have an old-style credit