What to do if the account holder has died

We’ll do everything we can to make closing or transferring the account as simple as possible for you.

First, you'll need to fill in our bereavement form. We’ll ask for some specific information, including: 

  • a photo or scanned copy of the death certificate
  • details of the person acting on behalf of the estate
  • if the account holder rented the property 
  • if the property is currently vacant, or occupied

If you don’t have everything yet, don’t worry. You can complete the form with the information you do have.

Tell Bulb an account holder has died

Later on, we may ask for meter readings from the property, as well as the date they were taken. And if the property is rented, we may need to see a tenancy agreement.

You can also let us know by phone or email

We’re open from Monday to Friday, 9am to 5pm. Our phone number is 0300 303 0635, and our email address is help@bulb.co.uk.

 

If you’d like to close the account

If the property is empty, we'll send monthly statements to the executor (or person acting on behalf of the estate), once we’ve confirmed their details.

When the property is sold, or a new tenant moves in, we’ll close the account and send a final bill. If the account is in credit, we’ll refund the credit to the person acting on behalf of the estate. Depending on the amount, we might need to see some extra information before we can make a refund. If there’s a will, we’ll need to see a Grant of Probate. If there isn’t a will, we’ll need a Letter of Administration. 

If the property has a top up meter (sometimes called ‘Pay As You Go’), when you close the account, we’ll either:

  • refund any remaining credit on the meter 
  • send a final bill if there’s any money owed on the account

Even if the property is empty, you still need to pay the daily standing charge for keeping the gas and electricity supplies connected to the network.

 

If you’d like to transfer the account to someone else

If someone will continue living at the property, and they are listed as a second name on the account, we can put the Bulb account in their name. If they are not already listed as a second name on the account, we will close the existing account and set up a new one. 

If the property has a top up meter (sometimes called 'Pay As You Go'), once you've requested to transfer the account, we'll be in touch to ask for photos of the debt and credit screens on the meter. For help on how to do this, see our article on how to read your top up meter.  

 

There's extra support available if you need it

If you get in touch, we can help with things like:

These are also independent organisations that offer support following a bereavement:

Cruse Bereavement Care

Available in England, Wales and Northern Ireland, Cruse Bereavement Care provides support through their website, a national helpline, and face-to-face meetings. Find out more at www.cruse.org.uk or call their free helpline on 0808 808 1677.

In Scotland, contact Cruse Bereavement Care Scotland online www.crusescotland.org.uk or call 0845 600 2227. Calls to this number cost 5p per minute plus your phone company’s access charge.

Bereavement Advice Centre 

The Bereavement Advice Centre is a free helpline and online information service provided by Co-op Legal Services. They give practical information and advice on the issues and procedures after the death of someone close.

Find out more at www.bereavementadvice.org or call their helpline on 0800 634 9494. 

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