1.Who is my supplier?
Please click here to find out how to identify your gas, electricity or water supplier.
2.What should I do if I have no electricity, gas, or water supply?
Please check here to see if someone in your area has already reported the loss of the supply.
If your area is shown, please visit our page regularly for the latest updates. If you have any other questions or concerns, please call our non-emergency number, 01372 587 500.
If your area is not shown, please call us on the relevant number below immediately:
Water: 0330 123 4201
Gas: 0800 111 999
We will need to ask you some questions to help us understand what may be causing the issue and what action to take, so please bear with us.
You can also sign up for text updates during any interruption to your supply by completing this online form.
3.I’m concerned about the quality of my water, what should I do?
If you believe there is a problem with your water quality, please see our information and advice, which includes:
- Bitter or metallic tastes
- Fuel or solvent smells
- Cloudy water
- Nickel in water
- Chlorine taste or smell
- Water hardness
4.What is the Priority Services Register and how do I know if I qualify?
The Priority Services Register (PSR) is a free service offered by your energy supplier/water company and your energy network operator. It may entitle you to get extra help and support with your energy and water supply. To find out more about the PSR, please visit this page.
5.I have a question about my bill, or need help paying it, who should I contact?
If you are having trouble managing your account or are struggling to make payments, we can help.
As we don’t supply your gas or electricity, please contact your energy supplier directly. If you’re not sure who your supplier is, click here for how to find them.
6.I want to claim compensation or believe I am owed it, what should I do?
As ESP Utilities Group operates licensed businesses operating in a regulated marketplace, there are a number of scenarios where we may pay compensation. For example, if you are impacted by a power cut lasting for more than 12 consecutive hours. In most cases, we will contact you to let you know you’re due compensation and ask you to contact our team at firstname.lastname@example.org with your details.
If we haven’t contacted you, and you feel you are owed compensation, please get in touch with us at the above email address with as much detail as possible, so we can look into it for you.
7.I would like a new gas/electricity/water connection or want to change an existing one, what should I do?
8.I would like solar panels, or Combined Heat & Power (CHP) installed, what should I do?
Please start by contacting a solar installer who will be able to advise you. Your chosen installer should then contact our Design Team on email@example.com to submit the necessary documents etc. If you have any questions about the process, please speak to your installer. If you need to contact us directly, please use the email address above.
9.An engineer didn’t turn up to carry out work, what should I do?
Please contact us and tell us your name, address, and the work our engineer was due to carry out. If the work relates to an emergency call-out, we will follow up to ensure an engineer is on the way. If the work is non-emergency, we will give you a new date.
10.I want to make a complaint, who should I contact?
To deliver a top quality service, it’s important to know if we’ve got something wrong, so we can put it right. If you feel we haven’t met your expectations and you want to make a complaint, please complete our contact us form or call us on 01372 587 500.
If you want to know more about our complaint process, please click here.
11.How do I report damage to ESP equipment, such as a substation etc.?
If you notice any damage to our enclosures or the equipment inside them, including graffiti etc. we would appreciate you calling us on 01372 587 500.
12.I have an issue with my street lighting, who should I contact?
1.What is an MPRN/MPAN number and how can I find out what mine is?
MPAN – Electricity
The Meter Point Administration Number (MPAN) is a 21-digit number that begins with 25, unique to your property, and usually found on your electricity bill. Please note, all ESP MPANs begin with 25. The number helps your electricity supplier identify your property and provides information about your account.
MPRN – Gas
A Meter Point Reference Number (MPRN) is a 10-digit number unique to your property, usually found on your gas bill. The number helps your gas supplier identify your property and provides information about your account. You can find your MPRN, and who your gas transporter is at www.findmysupplier.energy
2.What is a meter serial number and how can I find it?
The meter serial number is unique to each individual gas or electricity meter. The meter serial number can be found on the meter near the display.
3.How do I find my meter?
In most areas, the properties we supply have external meters. You can find it immediately outside the boundary of the property. They will be underground and have a lid. If you have an internal meter, it’s likely to be under your sink.
Your meter box is likely to be outside at the front or side of your property. If you are in a flat, it will be in a meter room.
4.How do I get a smart meter?
Your water meter already has an automated meter reading function, which can be turned into a smart meter in the future. We will be in touch when we make this option available in your area.
In the meantime, you can read your meter at any time. We’ll also visit you to take a reading at least every six months.
Please get in touch with your gas or electricity supplier if you want a smart meter installed. If you’re not sure who your supplier is, find out here.
5.What do I do if my meter box is damaged?
Please contact us on 0330 123 4201 if you notice any damage to your water meter (including. flooding etc).
You are responsible for maintaining the external meter box. If you need to replace it, you can usually buy one at your local builder’s merchants.
However, if the meter itself is damaged or flooded, and you are having problems taking a reading, we can help. Please email us at firstname.lastname@example.org so we can find out more about the issue and what action to take.