Where has my prepayment top up gone?

If you top up and not all the credit has gone onto your prepayment meter, some may have gone towards paying off debt you have with us.

We'll usually take around £3.50 a week (per fuel) towards debt repayment, but you can let us know if you want to pay a different amount.

If you have used Emergency or Friendly Hours credit this will need to be paid back before more credit is added to your account. This is not normally more than £10.

We will always talk to you about what you can afford before we start taking anything.

Your meters have lots of information about your top ups and debt.

To check for a debt balance on your electricity meter, pop your key in the slot and press the blue button until it cycles to a screen marked 'S'. This amount is total debt.

To check on your gas, hold down the red button until you hear a beep, and then press it until the screen shows '27'. The figure on this screen shows any additional repayment balance added by your supplier. There is also a screen that says OWED. This will show if you have used your emergency credit or built up standing charges if your meter hasn't been topped up in a while.

If you need any help in working out your balances or would like to discuss how you make repayments, get in touch with us here.