Prepayment Customers

Prepayment meters can be used to pay for your energy in advance.

Why use a prepayment meter?

  • A prepayment meter can help you manage your energy usage by giving you the ability to pay in advance and control spending.

  • If you are having difficulty paying your energy bills, a prepayment meter can be used to repay debt in fixed amounts over an agreed period.

  • You will be able to build up credit during the summer when your usage is likely to be lower to reduce what you will need to spend in winter.

What can go wrong?

  • If there is no money on your meter and your emergency credit is used up, your supply will stop until you pay any balance outstanding and top up with new credit.

  • You need to be able to get to somewhere that you can top up your card or key.

  • The meter deducts standing charges so you need to make sure you always have enough to cover this – particularly if you are going away.

  • Prepayment tariffs are generally higher than those that pay by other means.

  • If you lose or cannot find your prepayment card or key you will need to request a replacement from us and we may charge you for the cost of this.

If I have a prepayment meter, what tariff will I be on?

You will be on our Prepayment Standard Variable Tariff, which is reviewed and updated regularly.

We will not charge you to install a prepayment meter. However, we may at our discretion charge you for additional costs incurred in completing the installation, for example, if we need to apply to a magistrate for a warrant to enter your property.

How long will a switch take?

We would expect this to normally take around three weeks.

When will I receive my prepayment key or card?

We will send your devices approximately 5 days before your supply start date with Together Energy.

User guide

We make our user guides available to you online and we will send you a copy in your welcome pack.

How to top up a prepayment meter?

You can buy credit for prepayment meters at any PayPoint or Payzone outlet. You can also top up your gas at the Post Office. You can search for PayPoint outlets in your area at www.paypoint.co.uk/locator, or Payzone at www.payzone.co.uk.

So you do not pay the wrong price for your energy you must use the key or card that we have sent you to buy credit for your meter. When you buy top up you will be given a receipt and you should keep this just in case we need to check something for you.

What happens if my device is lost or does not work?

If you lose your key or card or it is broken, please call us immediately and we will send you a new one as soon as possible.

We may charge you for the costs incurred in providing a new one.

What happens if my prepayment meter is faulty?

If you think your prepayment meter is faulty and you have gone off supply, please call us. We will try to do this remotely but we may have to send an engineer to your home.

If you run out of credit?

If you are without electricity or gas because the meter has run out of credit we will normally only respond to a request for a visit under exceptional circumstances. We may also at our discretion charge you for a visit under these circumstances.

If you cannot afford to pay your debt

If your circumstances change or you cannot afford the agreed debt repayment levels, please contact us. We will try to agree a new debt repayment level with you and arrange for the amount we recover to be altered.

If you need impartial advice, we can provide you with contact details of organisations that may be able to assist you.

What happens if our prices change?

If we change our prices, we will update the tariff on your prepayment meter. We will give you at least 30 days prior notice of this.

At any time you can switch away from Together Energy.

Standard credit meters

Switching to a credit meter is dependent on your circumstances so please contact us so that we can discuss the available options with you.

Emergency credit

Your prepayment meter has an emergency credit facility. This allows you a certain amount of “extra” credit once what you have already paid on the meter has run out.

We recommend that you only use this as a last resort in case you are unable to buy more credit for whatever reason. Normally the emergency credit amount is at least £5.

If you use up all of the available emergency credit without buying more credit for the prepayment meter, your supply for that meter will be disconnected. To reconnect your supply, you will need to buy enough credit to cover the value of the emergency credit used plus at least £1.

Please note that the prepayment meter will also continue to take payment for standing charges and any outstanding debt which you are repaying to us while it is running in emergency credit mode.

Access to your meter

It is important that you allow us access to your meter when necessary which may include for safety reasons

Your annual statement

We will send you an annual statement of account providing you with details of your usage and payments over the previous twelve months.

Moving house or changing supplier

  • If you move home or switch away from Together Energy to another supplier, please do not continue to use the prepayment device.

  • If you are moving house please let us know at least two days before you do and leave your key or card in your original house.

  • If you switch supplier, please use the prepayment device that they provide.

  • If you have moved into a property that we already supply or you have switched to Together Energy with an existing prepayment meter at your property, please contact us immediately.

Please also provide us with the meter reading on the prepayment meter on the date that you move in. This will help us provide you with accurate statements. If there is no prepayment key or card at the property, please contact us and we will arrange for you to be provided with a new one.

Your final statement

If you switch from Together Energy to another supplier, we will send you a final bill based on the final read you provided. You must pay any outstanding debt in full, unless it is less than £500 and your new supplier has agreed to take on that debt.