Help and contact us

Due to social distancing as a result of Covid-19 we have significantly fewer staff than usual. We are trying to prioritise those in most urgent need. We are sorry but this means we are only able to provide an essential service over the phone at the moment. It is also taking us much longer to respond to emails and letters.

Before you contact us, please ask our virtual assistant or check our Covid-19 help page Thank you for your patience and understanding. We appreciate this comes at a very challenging time for many people.


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Do you want to make a formal complaint?

We appreciate that with such a large customer base of more than 30 million households, sometimes things go wrong. We rely on feedback from our customers to try to put things right, and we aim to do this quickly and efficiently

As a first step, we suggest you use Contact us to inform us of the problem so we can help you. However, if you would like to make a more formal complaint, please see our complaints section.

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