How to call your energy supplier
Use the number on your energy bill or your supplier's website, with your account number and a meter reading to hand. Or let your simp hold for up to 6 minutes and bring back any offer for you to decide.
What you can do yourself.
Every supplier runs its own lines, so treat these as what usually works.
Find the right numberIt's on the back of your energy bill and on your supplier's website. Have your account number and a recent meter reading ready.
Give a meter readingRegular readings keep your bills accurate, so give one when you call.
Compare before you fixThe best tariff may be with your current supplier, so compare first. Leaving a fixed tariff early can mean an exit fee.
SwitchingYour new supplier arranges the switch, so you don't need to call your old one to leave.
Complain in writingAsk for the complaints team, say what you want done, and keep a note of the date, who you spoke to and any reference.
Ask about extra helpIf you've reached state pension age, have young children, or live with a disability or long-term condition, ask to join the Priority Services Register. It lets you name someone to receive your bills.
The catch: none of this shortens the queue. On a busy line you still wait, and some things need the account holder.
How a simp does it.
Alex had a meter reading to give and wanted to hear about fixed tariffs. Alfie waited through the queue, gave the reading, and asked for the tariff in writing so Alex could decide.
Alfie - Give a meter reading and ask about tariffsOutgoing - AI number - 5:26- 00:00 - Phone menuThanks for calling. For meter readings, press 1. For billing, press 2.
- 04:51 - AdvisorHello, energy team. How can I help?
- 04:54 - AlfieHi, I'm Alfie, calling for Alex. I have a meter reading for the account, and Alex would like to know about your fixed tariffs.
- 05:03 - AdvisorGo ahead with the reading.
- 05:05 - AlfieElectricity reads 04512, taken this morning.
- 05:12 - AdvisorLogged. There's a twelve-month fixed tariff I can switch you to now.
- 05:18 - AlfieThanks. Alex decides on tariffs himself, so could you email the details and I'll pass them on?
Reading logged. Tariff details emailed for Alex to decide.
Tell it what you need. It brings back the offer.
Tell your simp who supplies you, the reading or the problem, and what you want. It waits in the queue for up to 6 minutes, gives only what you've allowed, asks the questions and reports back with what was said and offered. If nobody answers by then, it lets you know so you can take over.
If they need the account holder, you take over.
Some organisations will only deal with the account holder. If they do, your simp gets you to the right team, and you tap Take over in the Simp app.
- Your simp makes the callIt gives the reading, asks about tariffs or explains the problem.
- They need the account holderSecurity questions and decisions stay with you.
- You tap Take overAlready with the right team, ready to talk.
Questions about calling your energy supplier.
Can my simp switch my energy tariff for me?
It can ask your supplier about its tariffs and bring the details back, but it won't agree to a new tariff or a switch without your yes. A switch to another supplier is arranged by the new supplier.
What your simp is allowed to doCan it make a complaint for me?
It can call the complaints team, explain what went wrong and what you want done, and bring back what they said and any reference. If the supplier needs the account holder, you tap Take over in the Simp app.
See the complaint stepsWhat if they ask for security details?
You tap Take over in the Simp app and answer them yourself. It never gives out your passwords, PINs or security answers.
What your simp is allowed to doDoes it use my AI minutes?
Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.
Compare the plans
Let your simp sit in the energy queue.
Every plan comes with a simp that holds for up to 6 minutes and brings back what was offered.
More guides.
All guides- AlfieRecorded call - 0:52How to get your bill reducedFind your out-of-contract date, know the going rate, and ask for retentions.£74 a month, fixed 12 months. £240 saved a year.
BevExample call - 0:33How to call your broadband providerCheck your contract, ask the loyalty team to match a better price, or switch in one call.Out of contract since March. Offer emailed for Alex to decide.- PoppyRecorded call, hold music trimmed - 4:46How to get through to a humanThe menu options that skip the queue, and the times lines are quietest.4 minutes of hold music you did not hear.