Additional support

Whether you’re facing financial challenges, have specific health needs, or just need additional help managing your energy account, we’re committed to doing everything we can to make managing your energy account easier. Here’s a breakdown of some of the services and support we can offer our customers.

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.  

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, we can offer personalised support that includes debt advice and repayment plans tailored to your financial situation. Unlike many other suppliers, we won’t prevent you from switching to a cheaper supplier. We recognise that we may not be the cheapest option, and we want to help you reduce your future debt by finding a more manageable rate elsewhere. 

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.