Online Account Rules

Managing Your Account Online

If you register to manage your account online the following Online Account Rules apply:

  • you are entirely responsible for regularly accessing your online account. We will communicate with you exclusively via your online account in relation to your contract with us;
  • you agree to use this service in line with our Website Terms of Use and our Privacy Policy as detailed on the website from time to time;
  • you must choose a valid username and password so that you can log on to our Internet service and access your account details;
  • you must notify us if your email address, or any of your other details, change. You can update your personal details in the secure part of our website in Your Account pages;
  • when you use your username and password you are authorising us to carry out all the instructions you have given us on our website;
  • you will no longer receive paper bills or statements; we will send you important email notifications about your account such as emails telling you your bill is ready to view, or asking you for a meter reading at least every three months unless we tell you otherwise;*
  • you agree to provide regular meter readings in line with our General Conditions or as further detailed in any Product Specific Conditions;**
  • you must keep your username and password secret. If you think someone else knows, or may know, your password (or any other confidential information relating to your account or information that we have disclosed to you becomes known to any unauthorised person) please tell us immediately. We will notify you in case of suspected abuse of your online account (either by you or an unknown third party) as soon as we become aware of any such abuse. We may require you to amend your username if we regard it to be inflammatory;
  • you agree not to send us personal or confidential information such as your bank account details via e-mail. We will not accept confidential personal information sent by e-mail and will delete e-mails containing this information from our systems

You must not use our service:

  • in connection with the carrying out of any fraudulent, criminal or other illegal activity;
  • to send, knowingly receive, upload, download or use any material which is offensive, abusive, harassing, indecent, defamatory, obscene or menacing or in breach of copyright, confidence, privacy or any other rights;
  • to cause annoyance or needless anxiety;
  • to knowingly or recklessly transmit any electronic material (including viruses) which causes, or is likely to cause, detriment or harm in any degree to computer systems owned by us or other internet users;
  • in a manner which restricts or inhibits any other user from using our services; or
  • make an excessive number of website based requests or as a result of any actions utilise excessive amounts of website functionality

* If you have a Prepayment meter we won't ask you for a meter reading
** Does not apply if you have a Prepayment meter

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Sales Assistance

0330 202 0298

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  • 9:00 - 17:00
  • Monday to Friday, excluding Bank Holidays