Your energy supplier has gone out of business
Your gas or electricity won’t be cut off if your energy supplier has gone out of business.
The gas and electricity regulator Ofgem will arrange for your account to be transferred to a new supplier. There won’t be a break in your supply when it’s transferred over, though the price you pay for your energy might go up.
Your new supplier will contact you and explain how much you’ll be paying for your energy. They’ll also tell you what’s going to happen to your credit balance from your old supplier - it should be refunded or transferred to your new account.
You should read your meter straight away and make a note of the readings, or take a photo. You’ll need to give the readings to your new supplier - it will help make sure that your bills are accurate. Let them know if you can’t read your meter.
Your new supplier could be more expensive that your old one, so you might want to switch to a different supplier - you won’t be charged an exit fee. You can use our price comparison tool to see if you can get a better deal elsewhere.
If you have a prepayment meter
If you’re a prepayment customer, your new supplier should:
- tell you how you’ll get a replacement key or card
- provide a new prepayment meter if necessary - they shouldn’t charge you for this
If you’ve been paying off debt through your meter, you should contact your new supplier when they've been appointed to check if this will carry on as usual. It's important to check or your debt might build up again.
You should also check where your nearest top-up point is - it might not be the one you’ve been using. Read our advice on problems getting to or topping up your prepayment meter if you you can’t top up anywhere nearby.
You’ll still be able to get emergency credit, though the amount you can get might change. Your new supplier can tell you how much emergency credit will be available.
You can switch to a different supplier if you want a better energy deal - you won’t be charged an exit fee by your new supplier.
Get more help
If you need more help, contact your local Citizens Advice Bureau or the Citizens Advice consumer service.
Citizens Advice consumer service (Scotland)
Tel: 03454 04 05 06 (Monday to Friday from 9.00am to 5.00pm)
The Citizens Advice consumer service will provide energy and postal service advice to Scottish consumers. You can find out more about the service, including how to get in touch online, on Contact the consumer helpline.