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.

The agency will aim to get in touch to organise a repayment plan that works for all parties.

We use different debt collection agencies depending on whether they need to contact you or visit your property.

To contact you

If we can't make contact with you, we may ask one of the following companies to contact you on our behalf:

  • AIC
  • DWF
  • Just
  • LCS
  • Ophelos
  • Opos
  • Wright Hassall

To visit your property

We may ask Engage to visit a property to see if it's vacant, if the occupants are vulnerable, or to discuss your debt in more detail.

You can confirm the purpose of an agent's visit by calling either their debt collection agency or Bulb. 

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