Coronavirus update

Please visit our dedicated webpage for the latest information on our response to coronavirus.

Improving our service to you

Our customer promise demonstrates our commitment to you, our customer. We aim to provide you with an excellent service, and that means being able to answer your queries quickly and efficiently.

Here is an update of the best ways to contact us:

My Account, the secure online self-service, personal to you via your phone, tablet or compute 

  • Available 24 hours a day, seven days a week
  • Check your account balance
  • Make a payment
  • Report anti-social behaviour
  • Set up a Direct Debit
  • Update your personal details

If you need support to get online or purchase a device, we can help you through our Better Days programme*.

allpay, the easy way to make a payment

  • Via the app (visit your app store to download)
  • SMS
  • Online

Freephone self-service, serve yourself without speaking to an advisor 

Freephone advice, speak to a trained advisor in our Customer Service Centre

  • Open six days a week
  • Monday to Friday 8am – 8pm
  • Saturday 8am – 1pm
  • Open 24 hours a day for emergencies
  • Call freephone 0800 678 1221


After speaking to an advisor, we may need to meet with you. This will always be by agreed appointment.

From 2 April, our reception areas will be closed to customers who do not have an appointment.

We continually review the best ways to answer your queries and believe that these changes will help us to provide a better service.

*terms and conditions apply.