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Priority Services Register

Our Priority Services Register (PSR) is available for customers who may need additional help and support due to situations that make them more vulnerable. Those on the register receive additional support, such as: 

• Priority reconnection during power outages
• Advance notice of planned power cuts
• Free gas safety checks for eligible customers
• Alternative communication formats, such as large print or Braille, to make sure all customers can access important information

Check if you’re eligible for our Priority Services Register by finding out more.

Language support

Communication shouldn’t be a barrier to getting the support you need to manage your Good Energy account. That’s why we’ve partnered with DA Languages to provide translation services for our communications and customer queries. Even if English isn’t your first language, you can still expect a five-star customer service from us.  

British Sign Language video interpreter

We are pleased to offer British Sign Language users the option of contacting us through a British Sign Language video interpreter through the InterpretersLive! service provided by Sign Solutions. You can use this service to contact Good Energy free of charge between 9am and 5pm, Monday to Friday.

• Make a call through the InterpretersLive! website here
• Alternatively, you can make a call via the InterpretersLive! app, available to download for free from the Google Play App Store or the Apple App Store.

Having trouble? Read the guide to making a call via InterpretersLive! here. You can also find out more about device requirements here, and read more about troubleshooting and how to download the InterpretersLive! app here.

Warm Home Discount Scheme

We participate in the Warm Home Discount Scheme, which provides eligible customers with a one-off discount on their electricity bill during the winter months. This scheme aims to helps those on low incomes or receiving certain benefits, making energy costs more manageable during the colder months. 

Debt management

If you’re struggling with energy debt, it’s important that you contact us so we can help you find an affordable solution. We offer personalised support that includes debt advice and repayment plans tailored to your financial situation.

Energy efficiency

If you want to read about ways to reduce your ongoing energy usage and costs, read our top tips for using energy more efficiently in the home, including how to save energy on heating and electricity.

Online account and mobile app

Our online account and Good Energy app mean you can manage your energy account when and where is most convenient to you. For our credit customers, you can: 

• Check your balance
• Make payments
• View your historic energy usage by day, month, and year if you have a smart meter
• Set up or amend your Direct Debit
• Request a refund
• Sign up to the Priority Services Register

For our Smart Pay As You Go customers, you can also:

• Check your balance, split by fuel type
• Top up your meters separately
• View your payment history
• View your debt balance

You can update your Priority Services Register (PSR) details too, through the online account if your household circumstances change.

Don’t have an account? Register today.

Customer support

We take pride in our quick and responsive award-winning customer service which has awarded us with an ‘Excellent’ rating on Trustpilot. We aim to respond to emails within 24 hours, and phone calls are typically answered within 2 minutes on average. Our team of energy specialists can answer your energy account queries and make sure you get the support needed to maintain your energy supply.

Specialist support for prepayment meter customers

Prepayment meter customers can often face additional challenges, so we have a dedicated team of trained specialists ready to help.  

Prepayment customers can benefit from receiving Additional Support Credit, which means we can provide you with a lend of credit to help you maintain your supply. Please get in touch if you are struggling to maintain your top ups so that we can provide support.  

For our smart prepayment meter customers, Additional Support Credit can be sent to your meter remotely within minutes.  

If you have a traditional prepayment meter, we can send credits to your local shop so that you can collect the Additional Support Credit to top up your meter and we can also book in a free smart meter exchange for you. Once a smart prepayment meter installed, we will provide you with Friendly Credit Hours, which is where your meter will not disconnect on weekends, bank holidays or weekdays between 4pm and 10am the next day. 

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We’re very sorry for your loss. Please read this article to find out what to do if the account holder has passed away. We’ll do our best to make this as easy as possible for you.

Please contact us to let us know the name of the deceased, along with their address and the date of their passing. Depending on the situation, there are a few additional pieces of information that we may need, which you can find below.

In all cases, meter readings are helpful but we can use estimated meter readings if necessary.  

If there is more than one person named on the account  

In this case, liability will automatically fall to the others listed on the account. It’s up to you to decide if you’d like to keep the same account or have us start a new one.  

If there’s a direct debit, we’ll need to know if the bank details have changed.  

If there was only one person named on the account  

In this case, we will need to know when the property has been sold/transferred as part of the will/probate process. We will need meter readings and the name and contact details of the executor so that bills can be sent in the meantime.  

If there’s a direct debit on the account, we will need to cancel this and set up a new one. If there’s a credit on the account, we can refund this to the executor.  

If there was only one person liable for the account and they were renting  

In this case we will need to know the name and contact details for the executor. We will also need the landlord’s information as a new account will need to be opened for them.  

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Why is my energy bill high?

The first thing to do if you’re struggling to pay your bill is to ensure that your bill is accurate, by checking it reflects your energy usage. Common culprits of an unusually high energy bill are:  

• Changing seasons – Immersion water heaters that are left on constantly  
• Having your heating on very high, or long hours  
• Electric plug-in heaters  
• Older appliances which have reduced efficiency  
• Poor insulation  
• Building work  
• A change in household circumstances such as additional people to stay or more time spent at home.  
  

Can Good Energy help me with a payment plan?

Once you’ve confirmed that your bill is correct, please get in touch with us to request a payment plan. This will need to cover ongoing usage as well as a debt repayment element that will be agreed between us.  

When contacting Good Energy, we’ll recommend if there is a better tariff available to you as this could reduce future costs. We can offer a discount to those who pay by Direct Debit, for example.  

If you’d prefer to pay for your energy as you go, Good Energy can install a smart pre-payment meter for you free of charge. Top ups are managed online, and payments taken daily.  

Independent support with your energy bills

If you need additional help with your bill, we can recommend the following third-party services:  

• Citizens Advice: Contact details and more information.
• National Energy Action if you’ve built up a debt with your energy bills. Call 0800 304 7159, Monday to Friday 10.00am-12.00 noon
• StepChange (0800 138 1111): For debt advice for domestic customers. They arrange a 40-minute phone call to run an Income and Expenditure survey and can hold off non-priority debt  
• Turn2Us (0808 802 2000): An income maximisation charity. They run searches to ensure you are getting everything you are entitled to from the government.  

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Good Energy is now part of the Warm Home Discount, which has been extended to include a wider range of customers. Read about what it is, if you’re eligible for the scheme and when you’ll receive your payment.  

This is a £150 payment from the government to support with the cost of heating your home over winter.  

If you’re looking for information about the other energy bill support schemes set up by the government, read about the Energy Price Guarantee and the Energy Bills Support Scheme.

Who can receive the Warm Home Discount?

Under the scheme, you may be eligible to receive the discount if you meet either of the following criteria: 

• You or your partner receive the Guarantee Credit portion of Pension Credit 
• You or your partner recieve qualifying means-tested benefits, including income-related employment & Support allowance, income-based jobseekers allowance, income support, housing benefit, universal credit or pension credit savings credit. To understand more about which benefits qualify, please go to the Warm Home Discount Scheme: Overview – GOV.UK

Please note, you must be the named bill payer for the property to qualify for the discount. So for example, if you rent and the electricity bill is paid by your landlord, then they will be contacted instead of you. 

How do you get the Warm Home Discount?

If you qualify for the discount, the government will send you a letter in October or December with more information about how your payment will be added to your energy account. 

What should I do if I qualify for the discount and I don’t receive a letter?

If you still haven’t received a letter by January, you’ll need to contact the government Warm Home Discount helpline.

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