If we haven’t been able to contact you regarding your debt, a collections agent may visit your home.

If your payments to Bulb fail, we'll get in touch with you. We want to understand what’s going on and offer help where we can. We'll try to contact you via email, SMS, phone and letter. If we don’t receive a response, we may have to pass your account over to a collections agency.

A collections agent might visit for a number of reasons. They could be checking to see if a property is vacant, if the occupants are vulnerable, or to discuss your debt in more detail.

How to identify a collections agent

The collections agents will let you know they're working for Engage, and confirm that their visit is on behalf of Bulb.

Debt options

The main reason for a visit is to understand your situation. The better we understand what’s happening, the more we can help. The aim is to make a one-off payment for the energy you’ve used, or set up a payment plan to help clear the debt.

If you’re unable to reach an agreement with the collections agent, we’ll set a date to install a prepayment meter in your property. This will enable us to recover the debt over time. This will result in additional charges.

If you're struggling to pay and would prefer a top up (also called prepayment) meter, we can replace your meter for free, just call us on 0300 30 30 635 and ask.

Companies we work with

We work with debt collection agencies when members aren't getting back to us. Before involving any debt collection agency, we'll send members a number of emails, letters, or text messages in an attempt to resolve the situation.

We use different debt collection agencies for different situations: 

• to contact you - if we are unable to make contact with you, we may ask AIC or LCS to contact you on our behalf
• to visit your property - we may ask Engage to visit to see if a property is vacant, if the occupants are vulnerable, or to discuss your debt in more detail

All these agents will aim to get in touch to organise a repayment plan that works for all parties. You can confirm the purpose of the agent's visit by calling their debt collection agency, or Bulb. 

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