We’d like to take this opportunity to extend our deepest condolences for your loss. We understand how difficult this time is, and we want to help make things as easy as possible for you.
To notify us that a loved one has died, there are several ways you can contact our dedicated bereavement team:
When you notify us that a loved one has died, we’ll need the following information to help us make any changes you need:
We may ask for a Letter of Confirmation or a Grant of Representation from the person responsible for the estate or the attorney. Occasionally, we may ask for a copy of the death certificate.
If you want to take over the account because you live in the same property as the deceased, we may be able to update the account so that it’s in your name.
If we can’t update the account, or if you don’t want to take over the account, we’ll close it. We’ll then issue a final bill to the person responsible for dealing with the deceased’s estate.
We’ll then be able to open a new account. This account will either be in the name of the person staying in the property or, if the property is vacant, in the name of the person dealing with the estate. This is to cover any energy used in the house, such as standing charges. When the property is sold and new owners have moved in, the account will be closed.
If the person who has died does not own the property, we’ll open a new account in the name of the person who is now responsible for the property. This may be the landlord, council or housing association.
What happens if there is a credit on the energy account of the person who has died?
We’ll send a refund cheque in the name of the deceased to be cashed for their estate. If no forwarding address has been provided, we’ll send a cheque to their home. If a forwarding address has been given by the person dealing with the deceased’s estate, we’ll send the cheque there.
Sometimes, we may need more information to be able to process a refund. This can include a copy of the death certificate and, if the refund is greater than £600, photographic identification. We’ll let you know if this is needed.
What happens if there is an outstanding balance on the energy account of the person who has died?
The final bill will be issued to whoever is dealing with the deceased person’s affairs. If we don’t receive payment, we may need to pass details of the account to a specialist agency. However, this is a last resort and we will do everything we can to help you avoid this step.
What should I do if I’m struggling to manage the finances of the person who has died?
We know this will be a challenging time and want you to know that help and support is available. Learn more about support we offer that may be available to you here. You can also phone us on 0800 074 1986 to discuss how we can help.
Bereavement Advice Centre can offer practical help when someone dies. Visit bereavementadvice.org or call 0800 634 9494. Lines are open Monday to Friday 9am to 5pm.
Cruse Bereavement Support offer you support with grief, so you don’t have to face it alone. Visit cruse.org.uk or call 0808 808 1677.
Citizens Advice can offer independent advice on what to do after a death.
Government advice: for details on how to report a death, please click on the following links:
Last updated: 4 November 2024