What happens if I miss a debt repayment?

We never want to take legal action against our customers, but this can happen if you miss a debt repayment.

The typical debt recovery steps we take are set out below, although the action we take will depend on your circumstances.

We don't want to start our debt recovery process, so please get in touch if you're struggling to pay. We can help.

Get in touch

Typical steps we take when you miss a repayment

I have a smart meter

1. We add a £10 late payment charge to your bill
2. We visit you at home to collect payment (£)
3. We put a default on your credit report (£)
4. We remotely switch your smart meter to Pay As You Go
5. We take legal action to get a County Court Judgement against you (£)

(£) = we might charge you debt recovery costs at this step
 

I don't have a smart meter

1. We add a £10 late payment charge to your bill
2. We visit you at home to collect payment (£)
3. We put a default on your credit report (£)
4. We apply for a warrant to force entry into your home to install a prepayment meter (£)
5. We take legal action to get a County Court Judgement against you (£)

Please get in touch

One of our energy specialists will help you find your answer – please get in touch.

You can also explore our help centre for accounts that start with 'A'. You need to log in or sign up to MyAccount first, as this is where you'll find your new help centre.

Get in touch

We never want to take legal action against our customers, but this can happen if you miss a debt repayment.

The typical debt recovery steps we take are set out below, although the action we take will depend on your circumstances.

We don't want to start our debt recovery process, so please get in touch if you're struggling to pay. We can help.

Get in touch

Typical steps we take when you miss a repayment

I have a smart meter

1. We add a £10 late payment charge to your bill
2. We visit you at home to collect payment (£)
3. We put a default on your credit report (£)
4. We remotely switch your smart meter to Pay As You Go
5. We take legal action to get a County Court Judgement against you (£)

(£) = we might charge you debt recovery costs at this step
 

I don't have a smart meter

1. We add a £10 late payment charge to your bill
2. We visit you at home to collect payment (£)
3. We put a default on your credit report (£)
4. We apply for a warrant to force entry into your home to install a prepayment meter (£)
5. We take legal action to get a County Court Judgement against you (£)