Prepayment meter FAQs

I’d like to switch to Good Energy. What do I need to do?

Please give us as call on 0800 254 0004 Monday-Friday 8.30am-5.30pm and someone from our friendly sales team will be happy to talk to you about switching to Good Energy.

 

If I have a debt, can I switch to Good Energy?

Yes, Good Energy will allow domestic prepayment customers to switch with a debt of £500 or less.

 

Do I need to let my existing supplier know I would like to switch to Good Energy?

No, we will contact your current supplier for you to let them know that you’re switching. If you have a debt on your prepayment meter, please clear it beforehand. If your debt is less than £500, we should be able to transfer this across to us but you will need to contact your existing supplier to progress this.

 

How quickly will my switch happen and when can I expect to be supplied by Good Energy?

Your switch should take place within 21 days and we’ll write to you to let you know when this will happen.

 

When should I expect to receive my Good Energy prepayment meter key?

You’ll receive your Good Energy key before you switch to us. We’ll send you a letter to let you know when your switch is due to take place. In the meantime, it’s best to top up little and often so that your credit dwindles ready for you to begin using your Good Energy key.

 

How do I activate my key?

Before you buy credit on your new key, you’ll need to activate it. Just insert it into your meter for at least 30 seconds and it’ll

update your details.

 

How do I top up?

Once you’ve activated your new key you can buy credit at a Paypoint, Payzone or Post Office outlet and add it to your meter. You

can buy up to £49 credit at a time. You can visit the following sites to confirm where your nearest outlet is: https://www.paypoint.com/en-gb or

https://www.postoffice.co.uk/branch-finder

 

How do I transfer credit to my meter?

Simply insert your key into your meter. The screen will briefly show the amount of credit on the key. To ensure your credit is

transferred successfully, please leave your key inserted for at least 5 seconds.

 

I have just moved into a property and there is  a prepayment meter and no key. How do I top up?

We can arrange for you to be able to collect a new key from a local outlet – we’ll need to give you a reference number to be able to do this so will need to ensure we process your new account with Good Energy and can then give you the information you will require. If you can’t get to a shop, we can send your key in the post but this may take up to 3 working days. If you have no credit left, we may be able to arrange for an emergency appointment to ensure you remain on supply.

 

I can’t reach my meter and I find it difficult to top up, if I switch to Good Energy are you able to move it for me?

This is something you should discuss with your current supplier as it’s important you have the ability to top up your meter and

stay on supply. The switch to Good Energy will take at least 21 days and with something as important as keeping yourself on

supply, this should be addressed immediately.

 

Do I need to provide meter readings for my prepayment meter?

Good Energy will receive a meter reading each time you top up your meter, however there may be occasions where a meter

reading would be helpful. If we have a tariff change, you move in or out, or switch provider, giving us readings will ensure your account remains accurate.

 

How do I take a meter reading?

Electricity meters: To read your key meter press the blue button until ‘screen H’ appears. Your reading will then be displayed. If

you have an Economy7 meter it’ll also display screens J and L. Please take a note of these readings too. Gas meters: If your gas meter has dials, please note the numbers in black. If your meter has an LED (digital) screen, press the black button twice and then press the red button to show the ‘Meter Index’ screen. The number displayed is your meter reading.

 

How do standing charges work with my meter?

Prepayment meters apply a daily standing charge, so it’s important you keep topping up your credit to avoid building up any debt – even if you don’t actually use any electricity/ gas. If you run out of credit the standing charge will keep building up as a debt which will be deducted in full next time you top up. You can find out how much your daily standing charge is from your meter display.

 

How does the meter collect debt?

If you’ve had a prepayment meter put in to help you to repay a debt, it'll be collected from the credit you put onto your meter at a weekly rate that we’ve agreed with you. If you check the displays on your meter regularly, you’ll see the debt amount going down. Once it’s all paid off, your meter will automatically stop collecting the debt. If you’re having difficulty paying your debt and keeping your meter topped up, please contact us as soon as you can and we’ll be happy to discuss some options with you.

 

If I have a debt, am I able to switch away from Good Energy?

Yes, Good Energy will usually allow a switch for a domestic prepayment customer with a debt of £500 or less. If you have a debt over £500 and you wish to switch, please contact our collections team to discuss your options.

 

Do you offer support and help via the warm home discount?

No, we don’t currently offer the warm home discount.

 

I’d like to switch provider to someone who offers the warm home discount – how can I do this with a debt on my prepayment meter?

You may be able to switch provider if your debt is below £500 under a process called Debt Assignment Protocol (DAP), you would need to contact your preferred supplier who’ll be able to talk you through this. If your debt is greater than £500, please contact us to discuss your options.

 

How does my emergency credit work?

Your prepayment meter has an emergency credit facility that allows you to ‘borrow’ money from the meter if your credit runs

low. Our standard emergency credit amount is £5.00. This credit should only be used in an emergency. You’ll have to pay back to the meter, any emergency credit you borrow along with any debt owed. This will also include standing charges that may have built up while you’ve been using the emergency supply.

Electricity - To use the emergency credit just put your key into your meter when your credit is below £1.00. Your meter will then display an ‘E’ to show that it’s on emergency credit.

What your meter will display:

Display number What this means
A or 1

How much you have left before your emergency supply runs out, e.g. £2.50E - the ‘E’ means

emergency credit mode.

B or 2 How much you need to put onto your meter to get it back to normal, e.g. £7.00

 

Gas - To use the emergency credit just put your card into the meter and press the red button A. Your meter will then display 'Emergency credit in use'.

 

I’m struggling to pay back my debt with my current supplier, can you reduce what I’m paying?

We can review your current payment rate once you’ve switched, but it’s likely it will need to stay the same to make sure the debt is paid off. If you’re struggling with costs, it’s important you compare our tariff to your current provider’s.

If you’re struggling to pay for your usage, you may want to consider asking for advice from an independent organisation. You can contact Citizens Advice on 0300 330 1313, Step Change on 0800 138 1111 or National Debt Line on 0808 808 4000.

 

I’m off supply, what should I do?

If your supply has stopped due to a fault with your meter or your payment key, please contact us immediately on 0800 254 0000. We will arrange for an engineer to visit and put the problem right within 3 hours if you notify us on a working day, Monday-Friday between 8am-8pm, or within 4 hours on any other day. If we don’t meet this timeframe under our guaranteed standards of service, we’ll pay you compensation of £30.

 

What do I do if I’ve lost or broken my key?

Looking after your key is important to ensure you stay on supply, but we know that there may be the odd occasion when you need a replacement. Please call us immediately if this happens and we will arrange for you to collect one from a local outlet – we’ll give you a reference number that you’ll need to provide to the shop. If you can’t get to a shop, we’ll arrange for a new key to be posted to you but this may take up to 3 working days to arrive.

 

What do I do if I’m going away?

If you’re going away make sure that your meter is topped up with a suitable amount of credit. Even if you've turned all your appliances off, the meter will still collect the daily standing charge and also any weekly repayments towards any debt you may owe. Make sure you've also got enough credit for appliances you’ve left on, such as your fridge and freezer. If you run out, there'll be nobody home to start the emergency credit. And nobody wants to come home to a defrosted freezer!

 

I’m moving home. What do I need to let you know?

If you’re moving home, or have moved into a property which we supply via a prepayment meter, you will need to provide us with some details which you can do by filling out our home movers form. Alternatively you can call us on 0800 254 0000.

 

Should I expect to get a bill from Good Energy?

You won’t receive a bill but we will send you an annual statement showing your current tariff, usage and payments and an estimate of your usage for the following year.

 

Can you switch my meter from a prepayment meter to a standard credit meter?

This is something our collections team can review and discuss with you. If you have a debt it’s likely you’ll have to pay this off before we agree to change your meter.

 

Can you switch my meter from a standard credit meter to a prepayment meter?

We can review and discuss this with you to look at the options that might best suit your situation.

Am I able to sign up to your online portal?

As you’re on a prepayment meter, you won’t receive regular bills or statements and won’t have the need to make payments

online so there are no benefits to signing up to our online portal at the stage.

Ready to switch?

We’re improving our customer services system to give you an even better experience with Good Energy. You can sign up with us as normal and your supply will go live by 30th January. Call us on 0800 254 0004 to find out more.