Utilities Call Guides
Verified phone numbers paired with practical calling guides. Check preparation requirements, expected outcomes, and known issues before making any call.
25 guides available
OVO Energy (SSE Energy Services)
You can inquire about tariffs, payments, and general service issues. The line is open Monday to Friday from 8am to 6pm, and Saturday from 9am to 1pm. For emergencies, support is available 24/7. Common reasons for calling include submitting meter readings, handling complaints, and reporting emergencies. Wait times can be long, especially on Tuesdays and Saturdays, so calling on Monday or Thursday mornings is recommended for shorter waits.
Ombudsman Services: Energy
This service is available for unresolved complaints, offering independent investigations and binding decisions for suppliers. Common reasons for calling include seeking resolution for complaints that have not been addressed by energy suppliers after eight weeks or upon receiving a deadlock letter. The service operates Monday to Friday from 08:00 to 18:00 and on Saturdays from 09:00 to 13:00. Callers may experience long wait times during peak periods, such as energy crises. It is advisable to call during off-peak hours for a quicker response.
Octopus Energy Limited
Customers can also address general energy queries. For emergencies related to faulty meters causing a loss of supply, support is available 24/7. Typical wait times can be long during peak hours, especially during billing cycles and winter months. It's often faster to use email for non-urgent queries. The best times to call for non-emergency issues are during off-peak hours, such as mid-morning or early afternoon on weekdays.
Network Rail
Common reasons to call include reporting safety concerns like objects on tracks, damage at level crossings, or infrastructure faults. For general inquiries, you can request information or make complaints about services. While the helpline prioritizes safety issues, general inquiries may be redirected to online forms. Callers often experience long wait times during peak hours or major incidents, so it's advisable to call during off-peak times for quicker service.
British Gas Services Limited
Customers often call for assistance with billing, account management, and to report emergencies such as gas leaks or power outages. The service is available Monday to Friday from 08:00 to 20:00, and Saturday from 08:00 to 18:00, with emergency reporting available 24/7. Common reasons for calling include managing billing issues, reporting emergencies, and handling complaints. Wait times can be long during peak hours, especially on Mondays and Fridays, so it's advisable to call during off-peak times for quicker service.
Affinity Water Limited
Customers can also register for priority services or submit complaints and feedback. The customer service line operates Monday to Friday from 9:00 to 17:00, with water supply issues being addressed from 8:00 to 18:00 daily, and emergencies handled 24/7 via a separate line. Wait times can vary, with shorter waits typically on Thursdays and Fridays. Translation services and accessible formats are available upon request.
EDF Energy Customers Limited
Common reasons for calling include updating account information, notifying of business moves, resolving billing issues, and registering complaints. The phone service is available Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00. Wait times can be long during peak hours and billing periods, so calling early in the day is recommended. Email responses are typically within 48 hours, but urgent issues are best handled by phone.
Ofwat (Water Services Regulation Authority)
Common reasons for calling include inquiries about consumer rights, industry standards, and regulatory compliance. They also manage complaints regarding water companies' service quality and pricing. Typical wait times can vary, with longer waits reported during peak hours. It's advisable to call during off-peak times or use online forms for quicker responses. Ofwat provides guidance on licensing and regulatory matters, ensuring that both consumers and companies understand their rights and obligations.
Severn Trent Water Limited
You can report water supply issues, inquire about wastewater services, and get support for billing and payments. They also handle applications for new water or sewer connections and manage complaints about services or billing. The lines are open Monday to Friday from 8am to 6pm and Saturday from 9am to 1pm, with specific hours for new connections. Typical wait times can vary, but calling during off-peak hours may reduce delays. Be prepared with necessary details to ensure a smooth process.
Southern Water Services Limited
You can handle customer care queries, complaints, and account issues during business hours, Monday to Friday from 09:00 to 17:00. For emergencies related to water supply or sewerage, their service is available 24/7. Common reasons for calling include reporting urgent issues, resolving account discrepancies, and addressing service complaints. While wait times can vary, calling early in the day may reduce hold times. Alternative contact methods include chat, WhatsApp, and web forms, which can be useful during peak hours.
British Gas Trading Limited
You can manage account queries, resolve billing issues, and get help with payments. Additionally, you can report service-related problems and seek technical support for issues with energy supply, meters, or home services. Business customers also have access to dedicated support for contracts and service management. While calling, be prepared for automated menus, which can occasionally make it challenging to reach a live agent. Known wait times can be long, especially during peak hours. It is generally advised to call during early morning hours for better chances of prompt service.
ScottishPower Energy Retail Limited
Customers can manage their energy accounts, including inquiries about billing, tariff changes, and account updates. They also handle reports of power outages and gas emergencies, which are available 24/7 for emergencies. Meter readings and queries, such as submitting readings or requesting smart meter installations, are addressed during regular operating hours. Additionally, customers can lodge complaints or provide feedback about services. Common reasons for calling include billing discrepancies and service outages. Wait times can be long, especially during peak hours or after service disruptions. Calling early in the morning may reduce wait times.
Dŵr Cymru Welsh Water
Customers can report non-emergency issues related to water supply and manage their accounts, such as changing personal details or setting up direct debits. The phone support is available Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00. Wait times can be long during peak hours, typically between 11am and 1pm, so calling outside these times is advisable. Online services are available 24/7 for many tasks, offering a convenient alternative to phone support.
Anglian Water Services Limited
Customers can inquire about billing issues, manage their accounts, and make payments. The service is available Monday to Friday from 08:00 to 18:00, and on Saturday from 09:00 to 13:00. It is closed on Sundays. When calling, it is important to have your account number and personal details ready. Calls may be recorded for quality and training purposes. Typically, wait times are shorter during mid-morning and early afternoon. For security, always ensure you are calling the official number to avoid scams.
Northumbrian Water Limited
You can report a leak in the street, footpath, or on private property for investigation and repair. Emergency water supply issues, like loss of water due to a leak, can also be reported for urgent response. The emergency leakline is available 24/7, ensuring immediate attention to critical problems. Online reporting is also available for non-urgent leaks. Typical wait times for a technician to be dispatched range from 1 to 5 days, depending on the severity of the issue. For the best service, call during off-peak hours, typically early mornings or late evenings.
Yorkshire Water Services Limited
You can report water supply issues like leaks or outages 24/7. For billing support, including resolving payment issues or applying for support schemes, call during weekdays or Saturday mornings. Bereavement account closures require specific documentation and are handled during standard hours. General enquiries about water supply, billing, and account management are also available. Typical wait times can be longer during peak hours, so calling during off-peak times is advisable. Weekend support is limited, with no services available on Sundays.
Thames Water Utilities Limited
Customers can address issues related to water supply, wastewater, billing, and service interruptions. Complaints can also be submitted via WhatsApp during business hours. The service is crucial for resolving urgent issues, and priority services are available for vulnerable customers. Typical wait times are not specified, but calling during off-peak hours may reduce delays. For written complaints, responses are expected within 10 working days. Customers are encouraged to provide detailed information to expedite the process.
OVO Energy Limited
Customers frequently call for billing inquiries, account updates, and payment issues. Additionally, you can set up new energy accounts or cancel existing ones. Technical support for smart meters and energy usage monitoring is also available. General inquiries about energy tariffs and company policies can be addressed. Customer service is typically available during standard operating hours. While specific wait times are not provided, calling during mid-morning or early afternoon may reduce wait times.
E.ON Next Energy Limited
The billing and account enquiries are available Monday to Thursday from 9 AM to 5 PM and Friday until 4 PM. Emergency support is accessible 24/7 for urgent issues like outages or safety concerns. General customer service covers complaints and service requests during regular business hours. The Text Relay Service is available for speech or hearing-impaired customers. Known busy periods include Mondays, so mid-week calls are recommended for shorter wait times.
Shell Energy Retail Limited
Customers can inquire about account details, resolve billing issues, and submit complaints. The helpline is available Monday to Friday from 08:00 to 18:30, and Saturday from 09:00 to 16:00. Emergency reporting for gas leaks is available 24/7 through a dedicated line. Common reasons for calling include billing inquiries, service complaints, and emergency reporting. Wait times can be long during peak hours, especially after billing cycles. Calling early in the day may reduce wait times.
Scottish Water
You can report issues such as loss of supply, water quality concerns, or emergencies at any time. The helpline also facilitates the registration for Priority Services for those with disabilities or medical conditions, and offers options to discuss payment issues. While calls are generally available around the clock, some customers have reported longer wait times during peak periods, particularly during major supply disruptions. It's advisable to check online updates for emergencies before calling.
British Gas
They also offer 24/7 emergency support for gas and electricity issues. Typical wait times can be longer during billing cycles and winter months, so it's advisable to call during off-peak hours for non-urgent matters. Alternatively, web chat and email options are available for less immediate queries. Emergency lines are always open for urgent situations.
SSE Energy Services (now part of OVO Energy)
Common reasons for calling include managing account details, resolving billing issues, reporting service disruptions, and handling energy supply concerns. Customers can also get assistance with switching providers or moving home while retaining their energy service. Typically, calls are handled during standard operating hours, and wait times may vary. It's advisable to call during mid-morning or early afternoon for potentially shorter wait times. Account verification is usually required, so have your account number and personal identification ready.
SUEZ Recycling and Recovery UK Ltd
This includes assistance for domestic, commercial, and industrial customers. The service is available Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00. Common reasons for calling include inquiries about waste collection schedules, recycling guidelines, and service updates. While specific wait times aren't provided, calling during mid-morning or mid-afternoon may reduce hold times. Customers can also use the online enquiry form for non-urgent issues.
United Utilities Water Limited
Accessible at +44 1925 237000, the line operates from Monday to Friday, 08:00 to 18:00, and on Saturdays from 09:00 to 13:00. Callers can handle billing inquiries, report supply issues like leaks, or seek support if they face difficulties with payments. While service is generally efficient, peak times can lead to longer wait times, particularly during widespread service disruptions or billing cycles. For faster service, it's advisable to call outside of these peak periods, and callers should have relevant details such as account numbers or addresses ready.
