Help and Support Articles

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.

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.

Estimated bills

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

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. 

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.

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.

Prepayment meters

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

How we manage Direct Debits

With the rising costs of energy, there is naturally an increased interest in how energy suppliers are managing Direct Debits.

How to make a complaint

We work hard to support you with your energy, but understand that sometimes things go wrong. If they do, find out how to tell us so we can put them right.

Guaranteed Standard of Performance

Energy suppliers are all signed up to Guaranteed Standards of Performance. Find out what these are and what happens if we don’t meet them.

Moving In?

Welcome to Good Energy. Here is what to do if you’ve moved into a property where we supply the power.

Bereavement: how to manage an energy account after someone has passed away

If the account holder has passed away, find out what you need to do to transfer responsibility for the energy account.