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Energy Advice Energy Bills and Your Suppliers Speaking to your energy supplier
Ways to contact your energy supplier
Energy suppliers should offer different ways for you to get in touch. We’ll go through what to expect from the most common ways to reach them below. We’ll also look at how to prepare before getting in touch. This will help you get the best result for your enquiry.
On this page we’ll look at how to contact your supplier:
- Over the phone
- On webchat
- By letter or email
Phoning your energy supplier
Energy companies are currently taking a lot of calls. This means that waiting times are long. To avoid the wait, check if you can get the help or service you need online. For example, most companies will allow you to send meter readings via their website.
However, if you feel you need to speak directly to an advisor, you should do so. The earlier you contact your energy supplier, the more likely it is they can help.
It’s a good idea to have the following information ready:
- The customer helpline number. This should be on your bill. If you don’t get energy bills, try searching the name of your energy supplier and “customer helpline” online;
- Your name and address;
- Your account number. This should be on your bill, somewhere near the top. It should also be on the letter your energy supplier sent when you signed up with them;
- A meter reading;
- A pen and paper.
A lot of people find it helpful to make notes during the call. They also write down exactly what they want to ask the advisor. This is especially useful if you have more than one question. You can make sure the advisor has answered all your questions before you finish the call.
Just before you dial, write down the time and date of the call.
Most calls start with a recorded message. You’ll be asked to choose from different options. It helps to listen to all the options before making a choice. You should be given the options a second time. You can always call back, if not.
Choose the option that most closely matches your reason for calling. The recorded message may encourage you to use the company’s website. If you already know the website can’t help, stay on the call until you get through to an advisor.
The advisor will introduce themselves. Write down their name.
The advisor will ask for your name, address, and the account number. Remember – your account number can be found on your bill or initial letter.
The advisor will ask how they can help. Check the questions you have written down. Ask one at a time and wait for the answer. It helps to write down what the advisor says.
Once your questions have been answered, check what has been agreed with the advisor. If there’s anything you need to do, make a note of this. If a further call has been agreed, note the date and time of this.
Webchat with your energy supplier
Some energy companies have an online chat option. As with a phone-call, you’ll be dealing with a real person in real-time. With a live chat, you type your question, then the advisor types an answer.
It’s good to have the following information ready:
- Your name and address;
- Your account number. This should be on your bill. If you don’t get energy bills, try searching the name of your energy supplier and “customer helpline” online;
- A meter reading.
Next, you’ll need to find the online chat option on your energy company’s website.
The chat option may pop up automatically. A box will appear, asking if you need help or want to live chat.
If not, try using a search engine like Google.
Go to your usual search engine, type the name of your energy company, then “live chat”.
For example:
“ScottishPower Live Chat”
“Scottish Gas Live Chat”
“EDF Live Chat”
As with a phone-call, the first part of the live chat may be automated. If so, choose an option which best describes your enquiry. You might be asked to type your question straight away.
The live chat should tell you when you are connected to an advisor. The advisor will introduce themselves and ask how they can help. They may ask for your account number.
Most live chats give you the option to save a copy of the chat. You can ask the advisor if this is possible. If not, you may want to make notes during the chat.
Type your question and wait for a response. The advisor may ask you for more information.
Once your questions have been answered, check with the advisor what the next steps are.
The most common way of saving a chat is to send a copy to your email address. There should be an option for this at the end of the chat. If you are not saving that chat, go back through and make a note of any important points before closing the chat.
Letters and email
Writing a letter or emailing your energy supplier should usually be a last resort. The response time will likely be longer than for a call or live chat.
You’ll need to find your energy supplier’s email or postal address. These should be on their website. They are usually in the “contact us” or “help” sections.
If you are struggling to find the contact details, use a search engine like Google. Try searching:
“E.ON email address”
“SSE postal address”
“Write to Scottish Gas”
Make sure to include your name, address and account number in any emails or letters. Briefly describe the issue and how you would like the energy supplier to help.
Keep a note of the dates you have sent letters or emails, and, if possible, keep copies. This will help you keep track of your query and will also be useful if you need to complain.