Metering emergencies
If you are off supply, or your meter is causing a danger, Good Energy are here to help.
If your meter is smoking, sparking or on fire, call 999 immediately and stay well away from your meter.
Useful links
Problems with my prepayment meter
Out of hours support
Good Energy’s standard operating hours are between 9am-5pm, Monday to Friday, however, we understand that things can go wrong at any time and are available to support. We’ve created an easy-to-use guide to help you troubleshoot your supply problem, find the right support and act quickly and safely.
Smell gas?
Call National Gas Emergency Service on 0800 111 999 immediately from a safe location
Please note that all calls are recorded and may be monitored. Only call this number if you smell gas or suspect carbon monoxide, as they cannot assist with other issues. Avoid using a mobile phone as it may ignite a spark. Instead, use a neighbour’s phone or take your mobile phone outdoors.
If it’s safe to do so you should also:
- Open doors and windows to ventilate the property
- Gas appliances to be turned off
- Turn the gas meter off if it is safe to do so. Do this by turning the emergency control valve on the pipe leading into the meter to the OFF position. The gas supply is off when the ridged line on the spindle is across the pipe.
- Don’t turn on or off any electrical switches (as these can spark)
- Don’t smoke, use matches or any other means of ignition
- Leave the property if it is comfortable to do so and keep pets safe
Make sure your gas boiler and gas appliances are serviced annually. In rented properties, ask for a copy of the gas safety certificate to be sure.
Power cut?
If you are experiencing a power cut please call 105
What to do in a power cut
- Switch off all electrical appliances that shouldn’t be left unattended, ready for when the power comes back on. This includes things like hobs and ovens, if you were in the middle of using them. Keep your fridge and freezer shut – the food will stay cold for at least a few hours.
- Leave on a light so you know when the power cut has been fixed.
- Wrap up. If it’s cold, wrap up warm and close internal doors to keep the heat in.
- Check to see if your neighbours are safe and if they have a power cut too. Call 105 to speak to your local electricity network operator and report the power cut. They should be able to tell you if the outage is due to any planned maintenance work and give you an idea of when your power will be back on.
No gas/no electric supply?
If you are having problems only with your heating or hot water, it may be a boiler issue.
Checking problems with your boiler
It’s worth finding out whether you can solve a boiler issue yourself before calling an engineer. Below is a checklist, designed to help you solve smaller problems or decide if you really do need to get an expert involved.
Check the fuse box: If your boiler isn’t working but other gas and electrical appliances are, you should check your fuse box to make sure a switch hasn’t tripped and cut the power to your boiler.
Is the pilot light on? Check whether your boiler’s pilot light is still on. If it has blown out, you can try relighting it by following your manufacturer’s instructions, if it keeps blowing out you will need to call an engineer. You can call a gas safety engineer on 0800 408 5500.
If you think you can smell gas, don’t attempt to relight the pilot light, contact the Gas Emergency Line on 0800 111 999.
Could it be a water pressure issue? Your boiler works best when the water pressure is between 1 and 1.5 on the bar. If the pressure’s not quite high enough, you can adjust it carefully using the filling loop.
Is your boiler’s timer correct? Your boiler’s timer can be thrown off by power cuts or accidental knocks, so you should double check that yours is set correctly. If you’re unsure about how to reset your boiler’s timer, check your boiler manual.
Do you have a water tank or cylinder? If you do, the problem might lie with the thermostat/programmer on the tank or cylinder. Check to make sure it’s displaying the right settings and if not, change them accordingly.
Do you need to reset your boiler? Boilers require the occasional reset for all sorts of reasons, and not all of them are serious. Once you’ve located your reset button, try resetting it according to the manufacturer’s instructions. If your reset button is inside the boiler’s casing, you’ll have to leave this to a Gas Safety engineer.
Have you tried turning it off and on again? If you still don’t have hot water, try turning the boiler off at the mains for a few seconds, before turning it back on again.
Could you have a frozen pipe? If it’s very cold outside, it’s not uncommon for a boiler’s condensate pipe to freeze. You can try to thaw it by pouring hot (but never boiling) water over it, or by a hot water bottle.
My meter is in a box outside my property – it’s broken and my meter is exposed
Some energy meters are located outside your property, usually within a box. We’re not responsible for fixing this – replacements can be bought from some hardware shops. However, if you think the meter itself has been damaged or tampered with, please contact us.
Problems with my smart prepayment meter
How to reconnect your smart prepayment meter:
Top up your account – you can add credit to your account via your online smart prepayment account, text message, or by calling us on our freephone number, 0800 254 0022. Remember, you will need to add enough credit to bring your balance above £0.
Enter your unique transaction reference number (UTRN) – you only need to do this if your top up fails to apply to your meter. You’ll be told if it’s failed to apply on the payment confirmation screen. We’ll also send you a text. Your text will contain your UTRN. More on this below.
Reactivate your energy supply – for safety reasons, you will need to manually activate your supply from your in-home display or smart meter(s). This step applies to everyone whose meter has automatically disconnected.
Smart prepay meters are set to continue supplying your energy out of hours even if your credit has run out. If you’re struggling to pay, please contact us between the hours of 9am-5pm, Monday-Friday, and a member of the team will be able to assist you.
However, if you are a Prepayment customer and you are already off supply outside the hours of 9-5pm Mon-Fri, activate your emergency credit if you have not already. Instructions for accessing emergency credit on smart meters can be found on our website.
Get full instructions for reconnecting your smart prepayment meter.
Reconnecting a standard prepayment meter
Double check you have credit on your meter.
If you have credit on your meter, but your electricity or gas has cut out, please try to top up the meter again to see if this works.
If you’ve lost your key or card and gone off supply as a result, get in contact via email with the subject line ‘Lost key / card’ and we’ll help
I’ve topped up my prepayment meter but I’m still off supply – your meter will show how much credit or debit you have – you may need to top up again to clear any accrued debt or standing charge.
If the top up doesn’t work, your key or card might be faulty. Take a note of any error codes. We’ve included a full list of prepayment error codes and what they might mean here.
If you are a Prepayment customer and you are off supply outside the hours of 9-5pm Mon-Fri, activate your emergency credit if you have not already.
To access emergency credit on a traditional prepayment meter, please insert your key or card into the meter and your meter will display an ‘E’ if it is an electricity meter or ‘Emergency credit in use’ if it’s gas. If you have already used or are unable to activate your emergency credit, please contact us on our freephone number, 0800 254 0022, where our team are available to support you 24/7.
Get more advice about using your prepayment meter.
If you need support for a metering emergency, then we are available to assist
If you have a metering emergency, we encourage you to get in contact with us as soon as possible on our freephone number 0800 254 0022, where our team are available to support you 24/7. If you call us outside the hours of 9am – 5pm, Monday-Friday, please listen out for further instructions when you call to be connected to one of the team.
Please note that outside the hours of 9am-5pm, Monday-Friday, our phone line is dedicated for emergencies. If your query is not an emergency, we’ll ask you to call back within regular working hours or get in touch with the team by email at hello@goodenergy.co.uk.
If you are unable to contact us over the phone, we also have a team of specialists who are available via email between the hours of 7am-8pm on weekdays, and 7am-2pm on weekends. Please use any of the email headings below to ensure we recognise your email relates to an emergency, so we can respond as a priority:
– electricity isn’t working
– gas isn’t working
– gas leak
– smell gas
– off supply
– power cut
– Emergency
– Lost key/ card
For more information on what to do if you no longer have gas or electricity, please visit our Emergency Customer Support page.