When to tell us you're moving

Tell us online that you've moved out no more than 60 days after. If you’ve not yet moved you can set up a reminder to come back on the day, or just after.

You’ll need an online account to make use of some of our features.

If you don’t want to tell us online, you can call using the numbers below. You can also use them if you moved more than 60 days ago.

If you have a prepayment meter, just ring us on the day you move.

What you need to tell us

Whether you’re telling us online or over the phone, we’ll need to know your:

  • Moving date
  • Old address
  • New address
  • Meter reading for your old home (taken the day you moved out)

And if you have a prepayment meter, we’ll also need your meter serial number and final meter balance.

Don’t forget – your ‘moving date’ is when you stop being legally responsible for the property. You may be able to find it on your contract or tenancy agreement if you’re not sure.

Your meter readings

It’s important to note down your final meter readings on the day you leave your old home - it’s so we can make sure your final bill is accurate. If you need some help, just check out our guide to reading your meter.

And if you want us to supply your new home, we can help find the right tariff for you as well.


If you are a tenant, please call us so we can arrange to set up your account and payment plan. Find out what you need to do if you are a landlord or letting agent.

Have you remembered?

  • To tell your bank your new address?
  • Hire your removal van?

There's a lot to remember when you move home so have a look at our checklist and help take the worry out of moving.

Moving home checklist (PDF, 86KB)

Moving home in 5 easy steps

  1. Tell us you're moving

    Either online or over the phone. Just have the above details to hand.
  2. Choose a new tariff

    Want to take us with you to your new home? No problem. Even if we don’t already supply the new property, you can choose a tariff online or over the phone.
  3. Confirmation

    Once you’re all done, we’ll send you confirmation of your new tariff details within 7-10 working days.
  4. Send us your meter readings

    Be sure to note down your meter readings from the day you move out. This will help make sure your final bill is accurate. We’ll ask for them later.
  5. Final bill

    You’ll usually get your final bill within 7-10 days. It could be longer depending on when you sent your readings.

Can't find your answer online?

To get you to the right person faster, please have your account number handy when you contact us.

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0800 316 8558


0330 100 8658

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Monday to Friday from 9:00am to 5:00pm.

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