Choose the type of meter or bill you have below to find out the
options for making a top-up payment, paying your bill or informing us
that you have moved in or out.
You will also find answers to other questions you may have.
Frequently asked questions
I have a Guru Hub
I have an Evinox Smart Meter
I have a different Pay-As-You-Go meter
I receive a bill in the post
Customer service is really important to us and we want to ensure that we handle any customer queries or complaints quickly and effectively. We keep a record of telephone calls and waiting times so that we can constantly check and improve our performance.
We will acknowledge your query or complaint on the same working day it is received and we will aim to resolve it within ten working days. If your issue requires liaison with your heat supplier or other parties, this may take longer.
Please let us know if you would rather someone else speak for you, as we can of course allow an authorised third party to manage your query and account for you.
We’d like to hear from you if our service does not meet your expectations or if you have received good service that you would like to bring to our attention.
You can email our customer service team at firstname.lastname@example.org. They will acknowledge receipt of your email straight away and refer your query to the right department or answer it themselves.
You can call our customer service team during our office hours on 0900-1700 Monday to Friday.
To find the customer service number for your development, check the contact information near the bottom of your development page.
You may wish to escalate your query to our Customer Service Manager, if so please write to:
Customer Service Manager
84 Long Lane
When contacting us, please provide your name and address to help us deal with your query more efficiently.
Please note that we do not have a counter service for customers at our office.