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Information for customers

Fraud prevention

There has been a spike in doorstep and cold-calling crime as well as energy-related fraud including individuals either calling, emailing, or texting consumers claiming to be from the Government or an energy supplier. As a result of the cost-of-living crisis and various new Government support packages, customers may be more susceptible to fraud.

Web – visit for advice on how to spot fraud and report any suspicious fraudulent activity immediately.

Emails – forward to:

Texts or SMS – forward to 7726 (this is free)

Phone calls – If you’re in England, Wales or Northern Ireland report suspicious phone calls online to Action Fraud or call 0300 123 2040. For Scotland, call 101 to report it to Police Scotland.

Energy Supplier Communications

It’s important people know what they should expect from their energy supplier.

There have been reports of individuals contacting people pretending to be energy suppliers, promising them extra payments and funds to help with increases in energy bills. Customers should remain aware of the risks and question unplanned visits and unusual communications from their energy suppliers.

These are the main channels that suppliers will use to communicate with a customer:

When a meter reader or a smart meter installer visits your home:

You can verify their identity

Meter readers or smart meter installers carry visible identification such as a badge and sometimes wear the uniform of your supplier.

If you are concerned, do not hesitate to call your supplier to confirm their identity.

You can request additional security

You may also be able to agree with your supplier to set a password up (also valid on phone calls) for additional security.

When you call your supplier:

Energy suppliers will verify your identity.

Suppliers need to make sure they’re speaking to authorised account holders so will ask you to answer a couple of security questions. They will not ask for account passwords or security codes related to bank accounts or other payment cards. Account details will only be disclosed to the account holder once their identity has been verified.

Energy suppliers will never ask for the passwords or security details of your bank accounts or cards.

When you receive a call from your supplier:

Be cautious

Just because someone knows your bank details, it doesn’t mean they’re genuine, so be mindful of fraud and don’t be afraid to ask them questions to verify their identity.

When you receive emails or social media messages from your supplier:

The message will not ask for your personal details except where previously arranged;

The message will only be addressed to the account holder or a nominated individual;

Where appropriate, your supplier will ensure that their messages contain your reference number.

Prepayment top-up scams

If you’re offered a discounted prepayment top up key, report it immediately. Over 100,000 households have been affected by this crime.

Fraud advice from Energy UK members

Our work to stop fraud

As part of our continued engagement with Action Fraud, the UK’s national reporting centre for fraud and cybercrime, Energy UK contributed to improvements to the national fraud reporting tool.

We also take part in National Fraud Awareness Week and support the below organisations.

Energy theft

Tampering with your meter to cut your energy bills is not only dangerous but also a crime. Meddling with electricity and gas supply endangers everyone. Households interfering with the wiring of switches and appliances can make them malfunction endangering everyone in the building.