Customer Relief Policies

We have a number of customer relief policies to help you if your circumstances have changed. To find out more about any of the following policies, contact us on 0800 367 546 Option 1, or email us.

Landlord Relief Policy

From 01 April 2015 residential landlords can register and apply for rebates for vacant periods. For more details on the policy and forms please click here or call us.

New to House

If you move to a property and consider the load portion of your TLC bill is too high for the intended use please call us and we will work with you to see if you are eligible for a kW load reassessment or load agreement. We can look into the history of the property's load and take into consideration your previous load. With this information we may be able to lower the load component of your bill.

If your property has been damaged or is currently uninhabitable we will consider lowering your kW load. Evidence of the damage will be required. Please let us know if a new house has been built on the same site and the original installation is de-energised as this could also mean you can have your kW load reassessed.

Change to Property

Call us if you have made or are thinking about making permanent changes to the property that will reduce the kW load.

Compassionate Relief

If a significant health issue has resulted in a higher use of power or a bereavement has affected your ability to pay for load levels set over the winter period, we may be able to help you. If the owner of the property is in long-term hospital / rest home care, again, please call us and we can discuss options that are available to you.


Eligibility for all policies is subject to managerial approval and our Standard Terms of Service.

In case of emergency call our free emergency line

0800 367 328

Useful Tip

Crockpots and slow cookers are a handy way to keep the power lower during load control periods and they are a delicious way to cook lamb casserole or roast chicken in winter!