My Switch2 Hub

Simplifying energy for our customers

Common Questions

What do I do if I have no heating and hot water, or I have a leak?

This is classed as an emergency so you should call us on 0333 321 2010 as soon as possible. We’re available for emergencies 24 hours a day, 7 days a week.

How do I register as a new customer?

Your landlord, housing association or managing agent will need to provide us with your details in order to be registered on our system. We cannot accept registrations from residents themselves. If you suspect you are not registered then please contact your landlord.

How can I manage my account online?

The easiest way to manage your account is through All you need to do is register your account and from here, you will be able to access bills, see your usage and manage payments.

How can I pay my bill?

The easiest way to pay your bill is through our online portal at From here, you can make payments, manage your account details, view and download your bills. If you’d like to set-up a direct debit, you have two options to choose from. Variable direct debit – This is a monthly amount reflecting your exact bill so can go up or down throughout the year, or, Budget direct debit – this is a fixed monthly amount taken on a specific date of each month, helping you to spread the cost of your bill throughout the year. To set up a direct debit, please give us a call on 0333 321 2010. If you prefer to make your payment in person, you can visit any outlet where you see the PayPoint™ sign. All you need to take is your bill or payment card.

How can I top-up my account?

The easiest way to top-up do this is by using the Switch2 app or by visiting There are three ways you can top-up your account PAYG one off top-up Add credit anytime to your unit as a one off payment Auto top-up Set up payments to be taken from your bank account automatically, when it reaches a set amount of your choosing Regular top-up Set payments to be taken from your bank account on a set date, either weekly or monthly. Top-ups can take up to 10 minutes to reach your unit, so please be patient. If you don’t have access to the internet, you can also top-up using our automated payment line (0333 313 9717) or you can pay by cash at any outlet where you see the PayPointTM sign. You can find your nearest PaypointTM outlets and opening hours at You will need to take your PAYG top-up card with you.

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Need to contact us?

Visit our contact page to find our emergency number and submit an enquiry.

Find out more

What people say about us

Understood the problem and took action immediately to try to expedite the matter

Amita Pandit 20 May 2024

I was in a queue and had the option for a call back. I was contacted soon after. The advisor was polite efficient and very helpful. She did as promised and I was very impressed

Iris Screen 09 May 2024

Lovely customer service! Had issue with my hot water and heating, the customer care agent was very helpful and informative of potential issues and discussed next steps

Sabina Aylott 03 May 2024

Spoke to Jack just now and he was wonderful. He was very helpful and sorted out my request.10 out of 10 for Jack.

Sudesh Kaura 03 MAy 2024

Sorted me straight out. I’d just moved in to a thirteen property and was given no prior information as to how the heating worked. Switch 2 couldn’t me more helpful and even phoned me back to make sure the heating had gone and I was able to use it. Can’t thank them enough. Cheers guys x

Dave Boddy 15 Feb 2024

Maurice was very polite and helpful when taking my call.he resolved my issue straight away and continued to speak to me politely and with manners.i didn’t feel rushed or misheard during the call and was very pleased everything got sorted.

Chloe Desouza 25 Jan 2024

Thank you to Matthew at switch 2 . Excellent response very caring and well mannered in my call with him. There was a recent fault in the heating system and hot water , I did not have the warmth or temp this system usually works at. My meter usage used up my credit but without the heat on both radiators in my home and heat of water was insufficient to keep warm. Matthew has put forward my enquiry as I think I should be reimbursed with the loss of credit usage.

Michelle Chevreau 15 Feb 2024

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