Emergencies

FAQs

• Lost supply?

  If you’ve topped up but your energy is still off, simply follow the steps in the video below to restore your supply, alternatively you can press the B button on your main meter, followed by A to connect and then B to confirm.

• Why can’t I restore my gas supply?

  Does your gas supply come back on but then turn off again? If so, your meter may be in ‘Overload’. We understand that this can be frustrating, however the meter does this as a safety precaution to prevent gas leaking into your home. To restore your gas supply, you’ll need to ensure that all the gas appliances in your home are switched off at the wall – the meter will then be ready for you to turn the supply back on. Check out the video below to find out how to solve the ‘Overload’ issue.

• Have a gas emergency?

  If you smell or suspect a gas leak - stay safe, open all doors and windows, turn off the gas supply using the gas shut off valve and contact the National Grid on 0800 111 999.

• Have a power cut?

  If you have credit on your electricity meter and are unable to restore your supply using the steps found here, there may be a power cut in your area. Please contact your local Distribution Network Operator if you’re experiencing a power cut, click here to find out who your Distributor is.

• Need some financial support?

  We understand that things don’t always go to plan, that’s why we give you the option to POWER UP when you’re unable to top-up and need to get back on supply. The feature available in the My Utilita app allows you to borrow up to £60 gas and £40 electricity credit – with no extra charges. Download My Utilita to apply for a POWER UP. *Terms apply.
• Don’t have a smart meter and struggling to top-up?

  We have options available depending on your circumstances. If you need help, please call us on 0345 207 2000.

• Need help with your bills?

  If you’re worried about your bill and need some help, call our Billing Team on 0330 053 5669. Click here if you require sign language assistance.