Our webchat service extends how our Energy Advice and Support Service team can provide help to householders who have queries relating to their energy bills, and how to keep warm and safe in their home, to people who are comfortable using it. As energy price rises are biting hard, this will help us reach more people, more quickly.

How do I use the webchat?

When our chat is open you will find a speech bubble at the bottom right of your screen. Click here to start the service.

Before starting a chat with one of our advisors we recommend that you have as much information regarding your enquiry to hand as possible.

To start with you will be asked a couple of basic questions, your name and email address and you will be given the opportunity to explain your situation to us. This helps us identify what guidance we can offer & what support is available. If your situation is more complex our advisers may ask further questions to establish the appropriate advice / option for you.

We aim to provide a response in under five minutes, but due to demand on our service our energy advisers may be helping someone else which may result in delays. Thank you for your patience and understanding.

Specialist support

As well as advice on energy issues, we can refer you to our benefits maximisation team who can help identify any further income you may be entitled to. Benefit maximisation support is not currently provided online, so we may require further information to arrange that for you.

In the coming weeks we also look forward to introducing you to our automated chatbot service for out of hours support.