Focused Care, Trusted Support.
Priority Services Register.
Our services support individuals in a variety of challenging situations, providing tailored assistance like accessible communication formats and specialised aid.
Emergency
Priority Assistance
In the event of an unplanned service interruption, registered households receive prioritised support and regular status updates to ensure your safety.
Planned
Outage Alerts
For planned maintenance or necessary power cuts, you will be provided with significant advance notice to allow for any required household adjustments.
Third-party Representation
You have the right to nominate a trusted representative, such as a family member to manage your account, receive correspondence, and oversee billing.
Meter Reading
Services
If you find it difficult to read your meter,
we can arrange regular visits to help.
Or upgrade to a smart meter for automatic readings and more accurate billing.
Identification & Verification scheme
To protect against unauthorised callers,
you can set up a personal password. Our representative will provide this on arrival to confirm their identity.
Relocation of
Prepayment Meters
If your current prepayment meter is situated in an inaccessible or unsafe location, we will attempt to relocate the equipment to ensure you can manage your supply without difficulty.
Accessible Correspondence
To ensure all information is fully accessible, account statements and critical communications can be provided in alternative formats, including large print or braille.
Gas Supply
Reconnection Support
Should your gas supply be disconnected for safety reasons, specialised assistance is available to manage the technical process of safely restoring your supply.
Saving energy made simple.
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![1. Lower Your Thermostat]()
1. Lower Your Thermostat
Turning your thermostat down by just 1°C can reduce heating bills by up to 10%.
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![Upgrade to energy efficient appliances]()
2. Upgrade Appliances
Choose appliances with high energy ratings to cut down on electricity use and save money over time.
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![Seal Drafts]()
3. Seal Drafts
Use draft excluders or weatherstripping on doors and windows to prevent heat loss and keep your space cozy without overusing heating.
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![Energy-Efficient Windows]()
4. Energy-Efficient Windows
Double or triple-glazed windows help reduce heat loss and improve insulation.
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![Wash at lower temperatures]()
5. Wash at Low Temperatures
Washing at 30°C or using eco-settings on your washing machine can significantly cut down energy use.
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![Maintain your Heating]()
6. Maintain your Heating
Schedule regular servicing of boilers and heating systems to ensure optimal efficiency and prevent energy waste.
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![A small potted green plant on a windowsill with sunlight streaming through the window, and a blurred outdoor view of trees and a house in the background.]()
7. Maximise Natural Light
Take advantage of daylight by opening curtains during the day, reducing the need for artificial lighting.
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![Property Portfolios]()
8. Embrace Smart Technology
Install smart meters to monitor and manage your energy usage in real-time, making adjustments to save energy.
General FAQ's
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How do I submit meter readings?
You can submit meter readings online via your customer portal. Alternatively, you can provide readings to your account manager or contact customer support via phone or email. Remember to submit your readings regularly to ensure accurate billing.
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What should I do if there is a power outage or emergency?
For electricity outages, contact your local electricity distribution network operator. For gas emergencies, call your gas transporter. These contacts are found on your latest energy bill. TruEnergy can help guide you, but direct issues like faults should be handled by your energy network.
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How can I update my account details?
To update your personal or business information (such as address or contact details), simply log into your customer portal and navigate to the account management section. If you require assistance, your account manager can help.
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How do I resolve a billing dispute?
If you notice discrepancies in your bill, contact TruEnergy’s customer support immediately. Our team will investigate and provide a solution to rectify any issues. Make sure to have your recent bill and meter readings ready for reference.
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How do I make payment?
Payments can be made through the online portal using direct debit, credit, or debit card. You can also set up a regular direct debit to ensure bills are paid on time. For any payment queries, contact our billing team.
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How do I report a fault with my energy supply?
For faults with your electricity or gas supply, contact the emergency numbers provided by your network provider. Electricity and gas suppliers typically have a separate fault line, listed on your contract or bill. TruEnergy can assist in liaising with the network but does not directly manage outages.
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How do I switch my energy plan or contract?
To discuss switching energy plans, contact your account manager or customer service team. We will assess your current usage and help you choose the best plan tailored to your needs, ensuring you receive the most competitive rates available.
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What are smart meters and how do they help me?
Smart meters provide real-time energy usage data, ensuring accurate billing by eliminating estimated readings. They help you monitor consumption patterns, enabling better energy management and cost savings. Contact TruEnergy to install a smart meter if you haven't already.
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What if I'm moving to a new property?
If you're relocating, notify TruEnergy as early as possible. We will help transfer your service or set up energy solutions at your new address. You can also manage these changes through your customer portal.
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What options are available for property managers with multiple sites?
TruEnergy offers consolidated billing for property portfolios, making it easier to manage energy usage across multiple sites. We provide customized solutions to help reduce costs and streamline billing, ensuring efficiency for landlords and facility managers.