Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 2 minutes.

Read our advice to members or find out what to do in an emergency.

Your final bill from your previous supplier

Your previous supplier can take up to 6 weeks to issue your final bill.

They'll calculate this bill with the meter readings you give us when you switch. If your previous supplier tells you we haven’t sent them yet, this will likely be because the meter readings are being checked by an independent third party.

If you’re in credit, your old supplier will transfer the credit directly to your bank account once you’ve received your final bill. If you have a balance left to pay, we’d advise sorting this out as soon as possible as your previous supplier may stop your switch from going through.


Was this article helpful?