The Legal Stuff

Find out what to expect from us in terms of billing, how to pay your bill, what to do if you have difficulties paying, metering and pay as you go meters.

Plus standards and codes of practice around customer enquiries, dealing with interruptions to your energy supply, responding to complaints, help for customers with special needs and information that sets out your rights as an energy consumer.

If you'd like to speak to us about any of this please call or email us, our contact details are on the right.


Our detailed supply terms and conditions of our electricity and gas supply with a printable version should you require one.

As part of our Supply Licence, we're legally obliged to meet guaranteed standards relating to billing, metering and customer enquiries.

A collection of our codes of practice documents detailing the sort of service you can expect from our customer services.

How to register for help if you have priority needs, with an an explanation of eligibility and the services we offer.

Your rights as an energy customer, how to switch, what to do if something goes wrong and additional help.

Find out about the government's warm home discount scheme, what it is and what we think about it.