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Most frequently asked questions
Having a fixed tariff means that your standing charges and unit charges will remain the same for a fixed period. For more information on our fixed tariffs, click here.
Once you have registered as an ESB Energy customer you will be able to register online so that you can easily manage your account. All you have to do is click here.
You will need the following information to hand to register your account:
- Account Number
- Email Address
- (Password you would like to use)
If you are unsure how to read your gas or electricity meter, click here for our step by step guide covering different meter types.
You can contact us on 0345 60 70 372, Monday to Friday 8am to 8pm and Saturday 9am to 5pm (excluding public holidays).
For out of hours emergencies, please contact National Grid on 0800 111 999.
We aim to obtain at least 1 actual meter reading every 12 months, including meter readings taken by customers themselves. For customers on a fixed Direct Debit we ask that you submit a meter read every three months.
At other times, we may provide you with a bill based on an estimate. Estimates are based on your past energy consumption. At all times, we do everything possible to ensure absolute accuracy.
If you are on a Fixed Term Tariff, your prices will not change during the life of the contract. However if you are on a variable tariff there is a possibility your energy prices will move up or down.
This movement is a reflection of changes seen in the wholesale market and/or other costs we face. If we do decide to change our prices at any point, we will always give you at least 30 days’ notice before these changes take effect so you have time to prepare.
Paying by fixed Direct Debit means your payment is set to the same amount each month. The cost of your forecasted yearly energy usage is calculated and then split into 12 equal monthly payments.
We usually review your payments twice a year, so make sure that you submit monthly meter readings as this allows us to be accurate when forecasting your future energy costs.
A standing charge covers the fixed cost of supplying gas and electricity to you.
To manage your energy online more effectively, you'll need your: new address, the date you legally stop being responsible for the property and your final meter reading
You need to contact us on/after the day you moved house. We are unable to process any house moves in the future.
In the event of an electrical emergency or power outage please call 105 to be put through to your local electricity network operator. 105 is a free service, available from most landlines and mobile phones in England, Scotland and Wales. In the event of a gas emergency call the National Gas Emergency Helpline: 0800 111 999.
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.
We are aiming to make the switching process as easy as possible for you. You will need your bank details on hand to complete the switch. We can estimate your usage, or if you have your electricity or gas bill we can provide a quote based on your Annual Consumption. Click here to receive a quote in seconds
Your bill is made up of two charges:
- Your daily Standing Charge
- Energy you have used (Gas and/or electricity usage)
If you are on a fixed Direct Debit, you can choose a date/amount 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.
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