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
You can check the following if your heating and hot water are not working
Please check that the card is inserted with the chip facing the back (towards the wall). The card can take up to 5 minutes to register in the heating system.
Please wait for 5 minutes as it can take up to 5 minutes to load onto your unit.
If you have a negative balance, you will need to make a top-up payment to bring your balance above £0.00 in order to access heating and hot water.
If it has, this is to tell you that you have run out of credit. You will need to make a top-up payment to bring your balance above £0.00 in order to access heating and hot water.
You can activate your emergency credit by removing your pay-as-you-go card and re-inserting it into the unit within 3 seconds. The ‘EW’ symbol will appear once the emergency credit is activated. The top line of the display will show you how much emergency credit is activated.
If any of these symbols are showing, please call our customer service team on the emergency customer service number for your development between 9am–8pm Monday–Friday, 9am–5pm Saturday–Sunday.
To find the emergency customer service number for your development, check the emergency contact information on your development page.