Help and Support Articles

How to contact us

If you still need some help, you can find our contact details here.

Direct Debit payments explained

Find out about the benefits of paying your energy bills by Direct Debit, how they work and how to set one up.

How to make a complaint

We work hard to support you with your energy, but understand that sometimes things go wrong. If they do, find out how to tell us so we can put them right.

What is the Warm Home Discount?

Good Energy is now part of the Warm Home Discount. Read about what it is, who is eligible to get the discount and how you’ll receive it.

Meter reading visits explained

Read about what happens when we send someone to read your energy meter, including details about the company we use.

What to do if you think your meter is faulty

Find out how to check if your meter is accurately measuring your energy usage, and when it may need repairing or replacing.

Gas safety awareness

Read about gas safety, including what to do if you suspect a gas leak, and the importance of proper safety checks for gas boilers and appliances.

Estimated bills

Learn about why you receive estimated energy bills, and why it’s important to submit meter readings regularly.

What to do if you’re struggling to pay for your energy

The first thing to do if you’re struggling to pay your bill is to ensure that your bill is accurate, by checking it reflects your energy usage. 

Billing frequency

Received more than one energy statement in a month? Find out how our billing system works and why you’ll sometimes receive multiple statements.

Prepayment meters

Use the guides below to find out how to use your smart prepayment meter account.

How we manage Direct Debits

With the rising costs of energy, there is naturally an increased interest in how energy suppliers are managing Direct Debits.