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Help & support
Moving Home
We'll send you a form to complete and return, enabling us to open your account and set up payments. You'll need to provide your new address, moving-in date, and an opening meter reading.
Existing customers moving out of their property must complete an account closure form. The fastest and easiest way to do this is online. You'll need to provide your moving-out date and submit a final meter reading.
A new Direct Debit is required for your new supply address. Please set up a new Direct Debit here.
Moving to your new property is simple! Just close the account for your existing property and open a new one for your new home. Plus, you can easily set up a Direct Debit for your new account. It's quick and hassle-free to do online. Click here to get started!
The quickest way to open an account is to use our online form. Please do this on the day you take responsibility for the property, or as soon as possible afterwards. If you have a metered supply, please take a meter reading on your move-in date so you don’t become liable for gas that another customer has used. You can upload a photo of the meter reading when filling in our online form, confirming your reading.
For metered customers, if you’re connected to gas then you’re responsible for paying gas charges. This includes tenants in rented properties, unless the landlord includes these charges within your rental agreement. For customers who use unmetered gas cylinders or mini-bulk tanks, you need to open an account to get a customer number – this is required to order your gas.
If you‘re on a metered gas supply, you still need to pay a standing charge unless the gas is disconnected. So if you still have a gas supply connected to the property, then you’ll still need to open an account.
If you’re an existing customer and are moving out of your property, you must complete an account closure form. The fastest and easiest way to do this is online. If you have a metered supply, you’ll need a meter reading taken on the date you close your account, and where possible a photo of the meter reading. If you’re unable to safely read your meter, please contact us so we can help.
When someone has passed away, we’re here to help with closing their account or moving it into a different name. It’s easiest to do this over the phone so our team can help answer any questions, including letting you know if any refunds or outstanding balances are due. Please call us - it’s useful if you can have the following to hand:
- The name, contact details and address of the executor of the estate
- The full name and address of the account holder
- The date of passing for the account holder
If you’re moving out of a shared property and the account is in your name, you’ll need to close the account and someone remaining at the property will need to open a new account in their name. They’ll also need to set up a new Direct Debit.
No – each account is unique to you at a specific property. If you’re moving from one property we supply to another, you’ll need to close the account for the old property and open a new account for the new property, and set up a new Direct Debit.
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