Contact Ecotricity
Phone, Email & Links
If you need to contact Ecotricity, we've got everything you need to get to the right person and have your questions answered and problems resolved.
Disclaimer: The information on this page was last updated on 21/12/2022, 09:13:04
Finding the right person when you need to talk about your energy can be tricky, so we’ve put together a guide of what to do, including Ecotricity contact numbers, emails, and other ways you can get in touch. As always, we’ve got you covered!
Submit a meter reading
Submitting meter readings may seem like a chore, but it’s an important task if you want to be sent accurate bills.
The best way to submit your readings to Ecotricity is through either your online account or the app. Alternatively, you could install a smart meter to do and send the readings automatically, without you having to do anything.
Did you know that with a smart meter you may never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.
If you struggle to read your meter, you can call 0345 555 7100 for help and you might be able to have a meter reader come over to take and send your readings for you.
Get a new top-up key or card
It’s not hard to lose track of your electricity key or gas card, or maybe it’s been damaged. There’s no need to stress about getting a new one as Ecotricity have made it simple.
Firstly, you should call 01453 761482. They’ll ask you for your Meter Serial Number to make sure that the key or card they’re sending you will work in your meter.
If you need a new electricity key, you might be able to pick one up from your local PayPoint. You’ll be given an 8-digit code by Ecotricity to give to the person behind the till who can then issue your new key (try and get an EON or Npower-branded key).
They can also send your new key or card in the post, but it may take a few days to get to you. Bear in mind that you’ll have to pay for a replacement.
If you have a smart prepayment meter, you’ll never have to worry about losing your key or card again as you can top up from your online account or through the Ecotricity app.
Paying bills and topping up
Paying your bills on time makes sure that you don’t lose energy supply or fall into debt with your provider. There are a number of different ways you can pay your bills with Ecotricity:
- Direct debit
- Post Office Payment card (POP)
- Cash at a PayPoint
- Bank transfer (sort code: 40-14-13 account number: 62606380)
- Over the phone (01453 488101)
- Through your online account or the app
If you’re struggling to pay your bills, you can call 01453 761 350 and Ecotricity can help walk you through your options. These might include changing to a prepayment meter, setting up a payment plan, or arranging to pay directly through your benefits.
If there’s something else bill-related you’d like to talk about, you can call 0345 555 7100 or email home@ecotricity.co.uk.
Moving into a new house
Moving home can be stressful, but one of the first things on your mind should be your energy supply. Getting in control of this early makes sure you don’t lose supply or run into any unnecessary debts.
Let us set everything up for you and leave you with one less thing to think about when moving house! Give us a call now, sit back and let us do the work.
If you’re moving into a home supplied by Ecotricity already, you should email them at movinghome@ecotricity.co.uk even if you’re planning on switching to set up an account. This is because they’ll still be in charge of your energy supply until your switch date.
You’ll have to give them your:
- Name and contact details
- New address
- Meter Serial Number
- Move-in date
- Opening meter readings
- The name of the letting agents or property manager
If you’re moving out of a home supplied by Ecotricity, you can do this either through your online account or by emailing movinghome@ecotricity.co.uk.
When you contact Ecotricity about moving out, you’ll have to give them your:
- Current address
- New address
- Final meter readings
- Meter Serial Number
- Letting agent or property manager
- New occupier
If you want to bring Ecotricity with you to your new home, you’ll have to request a new quote. Bear in mind that your new quote may be higher than your current one, even if you’re using the same amount of energy. This is because energy prices can be more or less expensive depending on your location.
How to report a power cut or gas leak
Did you know...
Your energy supplier isn’t responsible for dealing with power cuts or anything electrical or gas-related other than the billing of your usage. Your distribution network operator is responsible for the maintenance and operation of the electric and gas networks up and down the country.
If you’ve had a power cut, you should report it to your Distribution Network Operator by calling 105. This is free to call and open 24/7.
If there’s been a gas leak, you should turn off all gas-powered appliances as well as the main gas tap. Open any doors and windows, get outside to a safe place and call the National Gas Helpline on 0800 111 999.
If you think it’s a carbon monoxide leak, you should also call a doctor, even if no one is feeling unwell, to be checked for carbon monoxide poisoning. If anyone is feeling unwell, call 999.
How to download the app
The Ecotricity app is extremely useful for managing your energy on-the-go. With the app, you can:
- Access your account from anywhere
- Submit meter readings
- View your balance
- Make payments
- View and download bills
- Report problems with your meter
- Update your details
- Access emergency phone numbers
I have a complaint
If you’re having trouble with anything, the first thing you should do is contact customer services by emailing home@ecotricity.co.uk or call 01453 756111. Hopefully, they can sort your problem before it needs to be escalated to a formal complaint.
If you would like to make a complaint, you can email complaints@ecotricity.co.uk or call 01453 756111 and someone will investigate your complaint to reach a resolution. If you’re not happy with how this is handled, you can ask for it to be escalated to a manager who can review and investigate further.
Apply for the Warm Home Discount
The Warm Home Discount is a Government-led scheme to help low-income and vulnerable households to be able to afford their energy bills over the winter. If you qualify for the Warm Home Discount, you could receive £140 to put towards your bills.
Let us guide you through the Warm Home Discount and find you the right tariff that can also give you an additional £140 from the Warm Home Discount.
Ecotricity offers the Warm Home Discount to elderly customers who receive the Guarantee Credit element of Pension Credit. This is referred to as the ‘core group’.
If you’re in the core group, you’ll receive a letter from the Department of Work and Pensions letting you know that you’re eligible. You’ll be paid your £140 discount automatically and won’t have to apply.
Some providers also offer the discount to a group called the ‘broader group’ who receive certain benefits and support, however, Ecotricity currently doesn’t.
Talk about something else
If there’s something else you’d like to talk about, you can use the details below to have your questions answered and problems resolved.
| Method | Number/link |
|---|---|
| Customer service | 0345 555 7100 |
| Landline | 01453 761482 |
| home@ecotricity.co.uk | |
| Click here to be redirected | |
| Click here to be redirected |
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