If you're a PAYG customer and you run out of credit before you get a chance to top up, you'll have access to £5 emergency credit. This is essentially a temporary loan, from us to you, to stop you being without heating and hot water for a short period of time, until you're next able to top up. You'll need to activate your emergency credit on your in-home display.
Once your emergency credit has run out your heat supply will be immediately suspended until you next top up your meter. When you do top up we'll immediately deduct any money used from your emergency credit from the amount you top up with. This means you'll need to add enough money to pay for the emergency credit you've used, plus the amount you want to have available on your meter. We'll then continue your supply as normal.