Welcome to our Help Centre

Welcome to our Help Centre

Popular Questions

Great news with a SMETS2 smart meter you can become an ESB Energy customer and retain your ‘smart’ functionality. If you would like more information about becoming a customer, click  here.
Unfortunately we currently do not support prepay meters at this time. If this changes at a later, we will let you know.

MPRN stands for Meter Point Reference Number. It’s unique to the gas supply for your particular property and is used to identify the connection between the gas mains pipes and your gas meter.

You’ll find this on page 2 of your gas bill or statement and it’s normally displayed somewhere on your meter (it’s different to your meter serial number). It’s useful to have this number if you want to switch supplier.

The supply point number given is used to help energy companies complete the switching process and for the companies that distribute your electricity or gas (local network operators) to identify you.

For electricity this is called a Meter Point Administration Number (MPAN) or for gas a Meter Point Reference Number (MPRN).

The first number on the bottom line identifies which network distribution supply region you are in - this is also stated on your bill on page 1.

If you are having difficulty in paying your bill, we are committed to helping our customers.  Click here for more information.

We will be in touch 42 days before the end of your current tariff to provide you with our latest offer to help you decide which tariff is best for you!

If you do not select a new fixed term tariff you will change on to our Standard Variable Rate tariff. This tariff has no fixed term or exit fees. As it’s a variable tariff the prices may move up and down from time to time in line with the wholesale market. But don’t worry we will notify you of this 30 days in advance.

A smart meter is a digital meter that measures the energy you use and sends readings directly to your supplier. The bills are generally more accurate and up to date.

We currently don’t support smart meters but may support them in the future.


Meters

If you are unsure how to read your gas or electricity meter,  click here for our step by step guide covering different meter types. If you have a multi rate meter, please click here
If you are unsure how to read your gas or electricity meter, click here for our step by step PDF guide covering different meter types. If you have a multi rate meter, please click here

A smart meter is a digital meter that measures the energy you use and sends readings directly to your supplier. The bills are generally more accurate and up to date.

We currently don’t support smart meters but may support them in the future.


Bills & Payments

If you are on a fixed Direct Debit, you can choose a date for your payment to be taken. The payment will be taken on the same date each month. If you are on a variable Direct Debit, the payment will be taken 14 days after your bill has been issued.
If you use less energy than the Direct Debit amount you have chosen, the extra money will be added to your account as credit

Our daily standing charge is simple - it helps to cover the fixed costs of supplying energy to your home. The standing charge will be discounted if you choose to pay by direct debit.

We've made it easy to see what the daily standing charge is on your bill - the other figures you'll see relate to the number of energy units you've actually used (or we've estimated that you've used) and the cost for those units based on your chosen tariff.


Emergencies

In the event of a gas related emergency please call the Emergency Gas Helpline on 0800 111 999.


If you smell gas at home or on the street:

  • Open doors and windows for ventilation
  • Do not use matches or naked flames
  • Do not turn on or off any electrical switches
  • Do not use mobile phones
  • If it is safe to do so, turn the gas off at the meter unless the meter is located in the cellar/basement
  • If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually
  • Call the National Gas Emergency Helpline: 0800 111 999
If you experience a power outage, you will need to call your Distribution Network Operator (DNO) on 105. They will be able to inform you of any power outages in your area. Before you call, make sure to check that your trip switch is in the right position and that your neighbors have power.

Moving Home or Business

If you've just moved home, we'll need the following from you: Your new address, the date you stopped/ started being legally responsible, Final meter reading from your old home.

You need to contact us on/after the day you moved house. We are unable to process any house moves in the future.

The date you receive your final bill can depend on a number of factors including: Your billing cycle, your move out date and when you send us your final meter reading - However, your final bill is usually issued within 10-15 days if there are no issues.

If you change supplier or move house, please let us know and we will be able to create a new account for you for your new property.

If you are switching to a different supplier, you will need to notify your new supplier that you need to be added to the Priority Services Register. You can phone us on 0345 60 70 372 or email us at help@service.esbenergy.co.uk


Other

Most boiler manufacturers recommend that you get your gas appliances (gas boilers, gas fires, gas water heaters, gas cookers) serviced annually.

The Priority Services Register (PSR) is a free service offered throughout the energy industry to domestic customers by all energy suppliers and network operators for customers across England, Wales and Scotland.

Through the PSR, eligible customers can receive additional services in relation to their communication, access and safety needs. With your consent, energy suppliers and network operators will keep and share PSR information securely across the energy industry. To register for the PSR, please  click here to download our Priority Support Application.

The Energy Company Obligation (ECO) is a government energy efficiency scheme in Great Britain to help reduce carbon emissions and tackle fuel poverty. The ECO scheme is set out in the Electricity and Gas (Energy Company Obligation) Order 2014 (ECO2 Order) as amended by the Electricity and Gas (Energy Company Obligation) (Amendment) Order 2017

ESB Energy Manchester Office

Phone

0345 60 70 372

Mon - Fri | 09:00 to 17:00