Help and Support Articles

How to contact us

If you still need some help, you can find our contact details here.

Prepayment meters

Use the guides below to find out how to use your smart prepayment meter account.

Billing frequency

Received more than one energy statement in a month? Find out how our billing system works and why you’ll sometimes receive multiple statements.

Direct Debit payments explained

Find out about the benefits of paying your energy bills by Direct Debit, how they work and how to set one up.

What to do if you’re struggling to pay for your energy

The first thing to do if you’re struggling to pay your bill is to ensure that your bill is accurate, by checking it reflects your energy usage. 

Estimated bills

Learn about why you receive estimated energy bills, and why it’s important to submit meter readings regularly.

Gas safety awareness

Read about gas safety, including what to do if you suspect a gas leak, and the importance of proper safety checks for gas boilers and appliances.

What to do if you think your meter is faulty

Find out how to check if your meter is accurately measuring your energy usage, and when it may need repairing or replacing.

Meter reading visits explained

Read about what happens when we send someone to read your energy meter, including details about the company we use.

What is the Warm Home Discount?

Good Energy is now part of the Warm Home Discount. Read about what it is, who is eligible to get the discount and how you’ll receive it.

How to pay your energy bill

This sets out the different ways you can pay your energy bills so you can choose which method is best for you.

Adjusting your water heating settings 

Learn how to amend your heat pump hot water schedule so you can benefit from smart time-of-use electricity tariffs.