Emergency? If you have no heat, hot water or a leak, contact us 24 hours on 0333 321 2010

Get in touch

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 my.switch2.co.uk. 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 my.switch2.co.uk. 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 my.switch2.co.uk. 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 9171 ) 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 www.paypoint.com You will need to take your PAYG top-up card with you.

See all FAQs

Can't find what you're looking for?

Complete the form below if your query isn't answered on this page and we aim to respond to you within 48 hours.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

Do you need to speak to us?

If it’s an emergency or you cannot find the information you need, give us a call on 0333 321 2010

Opening hours
Mon to Fri – 8am to 6pm
Emergency service – 24 hours