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You’ve come to the right place. Our customer support team are here to help from 9am to 5pm, every weekday.

Chat with us

Chat instantly to our team using the pop-up on the right of this screen. We’re online from 9am to 5pm, Monday to Friday.

Email us

Email We’ll usually respond within 5 working days, this might be a little longer during June - September.

Call us

Give us a call on 0330 053 9350. We're open 9am to 5pm, every weekday. We may record calls for training purposes.

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Frequently asked questions

Get instant answers to any burning questions you have


Your gas and electric will be ready to use as soon as you move in but it will more than likely be supplied by another provider. We’ll transfer your energy over to the supplier we work with which usually takes 21 days but may take longer if any issues crop up during the transfer.

Once your energy has transferred over, you’ll get a final bill from your old supplier. Simply upload a clear photo of the full bill to us and we’ll pay this for you. Find out more about this here.

Over our busiest period (June – September), we aim to confirm your install date as soon as we can. This is usually within 10 days after all housemates have signed up to us.

As this is also the busiest time for our suppliers (Virgin Media and Plusnet), the current wait time to have your broadband installed can be up to 3 weeks after your account has completed.

Upload clear photos of your meter readings or input the digits of your readings right here.

Simply raise a request to have the child-lock removed from your account right here. We’ll raise this with Virgin Media who will update your preferences, usually within 72 hours.

To request to cancel all or one of your services, one housemate needs to complete the following form:

This will be passed to our Service Specialists who will be in touch with the next steps. 

If you’re within your 14 day cooling off period, we’ll close down any services that have already been set up. If none of your services have been installed/setup within your cooling off period, then you will have nothing to pay. If any of your services have been installed/activated within your 14 day cooling off period, you’ll be liable to cover any cancellation costs. These are £25 for water, £25 for energy and the remainder of the 12 month contracts for broadband and TV licensing.

If your 14 day cooling off period has passed, we’ll let your suppliers know to close down your services. Please be aware that early cancellation fees will apply for the whole household. These are £25 for water, £25 for energy and the remainder of the 12 month contracts for broadband and TV licensing.

Once your energy has switched over to our supplier, you’ll get a final bill from your old provider. Good news – we’ll pay this bill for you. For more info on this and where to upload your bill, head here.

Can’t find what you’re looking for? Try our Support Centre.

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