Dealing with energy issues can often be difficult and it’s easy to worry about knowing if you’re doing the right thing. To help you take control of your energy use and your bills we’ve put together some of our frequently asked questions with some advice on how you can tackle these issues yourself.
To use this page, simply click on the question and it’ll expand to show you any relevant advice.
If you smell gas or suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999 or via textphone (minicom) on 0800 371 787.
If you have the SignLive app, you can also use this service to contact the National Gas Emergency Service. SignLive provides a free 24-hour online interpreting service for British Sign Language (BSL) users.
Be aware of the dangers of carbon monoxide poisoning visit https://sgn.co.uk/help-and-advice/keeping-gas-safe/carbon-monoxide for more information.
Our energy advisors can help you to take control of your energy bills, request a free and impartial home energy advice appointment here
Check out our dedicated Dealing with Debt guide for further advice.
If you’re in arrears we may be able to offer helpful advice and support, get in touch.
Warm Home Discount
Each supplier can have small variations on the general Ofgem criteria for the Scottish Broader Group. Unfortunately, if you do not meet these you will not be eligible for the rebate. We’d encourage you to check the application again to ensure you’ve ticked all the relevant boxes.
If you have been told you are eligible for a rebate but have not received it by March 2024, or for any other payment issues, contact your energy supplier.
If you have a key or card meter ensure the key and card has been inserted and left in the meter for around 1 minute to ensure the top-up transfers over. If this does not work you should contact your supplier for assistance. Please have your receipt to hand for the call as they may need information from this.
You may also be able to access support through the Scottish Welfare Fund
Scottish Welfare Fund: 0300 555 0265
You should also request an appointment with one of our advisors so we can offer support to help you stay on top of your energy costs.
If you have a smart meter you may be able to access top up codes on your app or online account that can be used in place of the top up card.
Other Energy Meters
Dealing with Energy Suppliers
Our energy advisors may be able to assist in a telephone call to your supplier in regards to billing queries or complaints however for routine enquires it is likely we will need to sit in the same queue.
Electricity – Call 0330 1010 300
You will need to set up a new account with this energy supplier. We would not currently recommending switching, however if you chose to do so it can take around 3 weeks for a switch to go through. You will owe energy costs to the current supplier until your new supplier takes over.
If you cannot afford a call-out charge or repairs, we may be able to offer help through our Community Boiler Repair Fund, complete this form to assess if you are likely to be eligible.
If the gas has been capped due to a dangerous gas appliance see the section above on broken heating.
Do you have a question that isn’t answered here? Get in touch to speak to one of our expert advisors.
Our energy advisors can be contacted by:
- Calling 01592 807930
- Texting COSY then YOUR NAME to 88440
- Emailing email@example.com
- Request advice online
- On our Facebook and Twitter social media pages