Moving in and moving out
Moving in
If you’re a new customer, there are two ways you can set up your heating and hot water account:
- Online – you can complete this account set up form.
- Phone – you can call our Customer Care team on 0808 143 3633 and they will be happy to set it up for you.
What information do we need from you?
To set up your account, we’ll require the following information:
- Personal information: including your name, email address, phone number, address, and communication preferences.
- Payment details: including your bank details for direct debits.
- Your meter reading.
We will also need to know the date of when you took responsibility for managing the heating and hot water bill.
For residential customers:
If you own the property, this will be your completion date. If you’re renting, this will be the date on your rental / tenancy agreement.
We’ll also ask about any arrangement to lease or sub-let your property, as well details of any tenant or sub-letter.
Business customers:
You will have taken responsibility for managing the heating and hot water bill when you started your business lease.
Moving out
If you’re moving home, please complete our moving out form and send it to us at least 14 days before you go so we can close your account in time. Alternatively, please call our Customer Care team who can complete this for you.
We’ll take athe final meter reading on the day you move out and use that to produce your final bill. You’ll need to provide us with a forwarding address, in case we need to contact you after you’ve moved.
Your final bill will be sent within six weeks of your moving date. If there’s any credit on your account when it’s closed, we’ll refund this to you within 10 working days of issuing your final statement.
