How to get support from your energy supplier

Following this 3 step plan may help you ask the right questions and get the best support when you speak with your supplier.


Make a note of the problems you are facing.

The list of common energy problems may help you.


Find out about the help your supplier must offer you and any extra help they could give.

The list of common energy problems may help you.


Contact your supplier.

You can speak with your supplier yourself or get someone else to do it for you. If someone helps you, make sure you are together when they call.

Even though you top up your prepayment card(s) at the local shop, PayZone, or Post Office, these companies are not your energy suppliers.

You can find the name and contact details of your energy suppliers on your bills or statements.

If you don’t know who supplies your energy

To find out who supplies your electricity:

  • Visit and put in your postcode.
  • The website will tell you who your electricity network operator is (this is the company that owns the wires that carry electricity to your home).
  • Get in touch with your electricity network operator, and ask them who supplies your electricity.

To find out who supplies your gas:

Visit, and enter your postcode.