You are off supply, and it is an Emergency

You have followed our emergency processes, Distribution Network (DNO) and or Gas Transportation Network (GTN) companies visited or have advised that the supply to your property has been made safe, and you now need to contact us to replace your meters to be back on supply again.

Here is the link to our emergency processes if you have not gone through this yet, you can find them here:

Electricity Emergency process

Gas Emergency process

You need to contact us to get back on Supply

To get back on supply you now need to provide us with the following information on an email and send it to hello@homeenergy.co.uk:

• Your Account Number
• The Name on your account
• Tell us if you are the account holder

Title your emails with the fuel that is off supply and date when your local DNOs or GTNs have advised to contact us to get back on supply. An example for each fuel is shown below:

• Elec Off Supply Emergency – 01/01/2023
• Gas Off Supply Emergency – 01/01/2023

Depending on the nature of your emergency, please provide us with the below information to help us assess and progress your query. We will use the information you have provided to send skilled engineers to get you back on supply quicky.

Electricity – Off Supply:

1. Picture of the Electricity meter so that Home Energy can see the entire meter board and connectors,
2. Picture of the Electricity meter location and box,
3. Picture of any paperwork your local Distribution Network Company has left/shared with you,
4. Advice from your local Distribution Network Company of your metering faults,
5. Your address and contact details,
6. Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property when our agents contact you with information when engineers will be at your property.

Gas – Off Supply:

1. Picture of the Gas meter so that Home Energy can see the entire meter details and connectors,
2. Picture of the Gas meter location and box,
3. Picture of any paperwork Gas Transporter has left/shared with you,
4. Advice from Gas Transport of your metering faults,
5. Your address and contact details,
6. Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property when our agents contact you with information when engineers will be at your property.

Send an email to hello@homeenergy.co.uk, with the required information as provided in the above section.

One of customer service agents will pick up your query the next working day and will contact you to advise of next steps and timescale. Home Energy will aim to get you back on supply within 72 hours.

Send an email to hello@homeenergy.co.uk, with the required information outlined above and call us on 0800 092 7407 and leave us a voicemail.

One of our Managers on duty will pick up your voicemail and call you back and will go through the information you will have emailed to us and advise you of next steps and timescale.

The time taken to get you back on supply during this extended bank holiday periods may not always be within 72 hours. Our engineers, skeleton crew, will be working during this period. We will endeavour to get your back on supply as quickly as possible.

If there is a high demand for emergency visits in your local distribution network or gas transportation network area, we (Home Energy) and our national metering partner (SMS Plc.), will prioritise customers where their risks to life is fatal to get them back on supply quickly.

Email us your concerns to hello@homeenergy.co.uk  with key words of your concerns as the title of your emails. Some examples are shown below, please amend to reflect your concerns:

• My Gas/Electricity meter’s display is blank
• My Storage heater/EV is not working/Charging
• Gas Meter Removal Request
• Elec/Gas Meter Move Request
• Elec meter showing error after Solar panel installed
• Elec meter going backwards after Solar panel installed

In your email, please provide us with the following information:

• Your Account Number
• The Name on your account
• Tell us if you are the account holder
• Picture of the Electricity meter so that Home Energy can see the entire meter board and connectors, if you’re wanting to tell us about your electricity meter
• Picture of the Gas meter so that Home Energy can see the connecting pipe work, if you are wanting to tell us about your gas meter
• Picture of the Electricity and or Gas meter location and box/es about which you are emailing
• Inform us if you have storage heaters, EV charging points and or solar panels installed at your property
• When you or an authorised person aged 18 years and above, are available to be at your property for engineers to carry out work required.

What happens next:

1. Your query will be picked up by our customer service agent the next working day.
2. The information you have provided will be passed to our metering team.
3. They will assess the information to make sure that engineers that will be sent out to carry out this work at your property can resolve your query.
4. You will be contacted to advise of next steps and timescale.

It is not possible to guarantee that the date you have requested will be available. However, we will do our best to take reasonable steps to accommodate your request.