We understand that circumstances can change, and you may sometimes find it difficult to make payments on time. If you become aware that you are experiencing, or may soon experience, payment difficulties, please contact us as soon as possible. We are here to help and will work with you to understand your situation and explore the support options available.
Before any disconnection is considered, it is our duty to notify you of the situation and keep you fully informed about your energy account. Throughout this process, we will make every effort to communicate with you, reach a suitable agreement where possible, and help avoid disconnection.
We work to communicate clearly, support you as our valued customer, and help prevent matters from escalating wherever possible.
Our Meter Disconnection Process
Our aim is to remain transparent and supportive, giving customers every reasonable opportunity to clear outstanding balances before any disconnection action is taken.
Step 2: Follow-Up Notice (10 Days Later)
If the balance still remains unpaid, a further formal communication will be issued confirming:
- Updated outstanding balance and any additional charges
- Payment options available
- A reminder that if the invoice remains unpaid for more than 28 days from the bill date, it may be classified as bad debt
- Suitable payment plans, where applicable, to help customers pay conveniently in cases of payment difficulties
This may affect your credit rating.
We will also offer support for customers experiencing financial difficulty, including flexible payment arrangements, and strongly encourage you to contact us.
Step 3: Final Pre-Escalation Notice (After 28 Days)
If no payment or contact is made and the account exceeds 28 days:
- The balance will be treated as bad debt
- A final communication will confirm risk of disconnection
- We will advise that both remote and physical disconnection can take place in line with industry regulations
- Disconnection and reconnection charges will apply as per our Disconnection and Reconnection Policy.
(Good thing: There are no charges for remote reconnections.) - The account may be referred to third-party agents for recovery action
You will be given a final opportunity to contact us. Our focus remains resolution, not disconnection.
Step 4: Pre-Disconnection Visit (PDV)
A Pre-Disconnection Visit will be arranged for the disconnection. This includes:
- A formal notice and attendance by a field representative
- Final checks and opportunity to agree a payment plan
- Application of PDV charges in line with our Disconnection and Reconnection Policy
This stage is intended to avoid disconnection wherever possible.
Step 5: Post PDV Notice
Following the Pre-Disconnection Visit, we will issue a further communication confirming:
- Any applicable charges in line with our Disconnection and Reconnection Policy
- A final seven-day opportunity to discuss payment arrangements
- Details of the next stages of the disconnection process
- Information on any additional charges that may apply
This stage is intended to give customers one final opportunity to engage with us and avoid further escalation.
Step 6: Your Right to Object (HR)
Where we have made every reasonable effort to contact you and to resolve your outstanding balance but the account remains in arrears despite the efforts, we may apply to the court for a Rights of Entry Warrant.
Before any decision is made, you will receive a formal Human Rights Letter confirming the application. This will explain:
- Your right to object to the warrant application through a legal representative
- A 21-day period to settle the balance, dispute the process, or submit an objection
- That the court will consider any objection before deciding whether to grant the warrant
If no objection is received within the given timeframe and the matter remains unresolved, the application will proceed to court for consideration.
Step 7: Warrant Application
If no objection is received within the required timeframe and the account remains unresolved, Maxen Power may proceed with an application to the court for a Rights of Entry Warrant.
Once the application is submitted, the disconnection agency will usually request a court hearing date after the Human Rights Letter has been delivered. A representative from the agency will attend the hearing on behalf of Maxen Power to explain the reasons for the application and confirm that all required steps have been followed, including attempts to engage with the customer and offer support.
The court will review the application and decide whether a warrant should be granted. If approved, the warrant will authorise entry to the premises for the purpose of safely carrying out disconnection of energy supply.
Where a warrant is granted, it must normally be executed within 28 days. During this period, the disconnection agency will begin preparing for the visit and coordinate all necessary third parties, which may include field engineers, locksmiths, and specialist contractors.
All arrangements are carried out in line with strict safety and regulatory requirements to ensure the process is completed safely, securely, and with minimal disruption.
Step 8: Disconnection (Last Resort)
Trust us, we don’t want any of our customers to reach this stage. Disconnection will only occur once all previous steps have been exhausted. Before any action is taken:
- Safety and vulnerability checks are completed, and the meter may be isolated, removed, or exchanged. See isolation procedure here
All actions are carried out in line with industry regulations and our internal procedures. Any associated charges apply as per Disconnection and Reconnection Policy.
Step 9: Reconnection
To restore supply, you must:
- Clear all outstanding balances (or otherwise agreed)
- Pay any applicable fees
- Submit a reconnection request
Reconnection is processed as quickly as possible but may take up to 15 working days depending on circumstances.
Remote Disconnection
Where a smart meter/RCAMY is installed, remote disconnection may be carried out in line with relevant legislation and industry regulations, including the Rights of Entry (Gas and Electricity) Act 1954 and the Electricity Act 1989.
Before any remote disconnection:
- Vulnerability and safety checks are completed, including a site visit to ensure all necessary checks are carried out.
- The customer is notified in advance via their preferred communication method (e.g. email, SMS or letter), outlining the outstanding balance and the potential consequences of non-payment.
- The customer is given sufficient time to resolve the issue before any disconnection is carried out.
- All actions are undertaken in accordance with internal procedures and applicable regulatory requirements.
Remote Reconnection
To restore supply through remote reconnection, customers must clear any outstanding balance or otherwise agree to a suitable payment plan. There is no fee for remote reconnection.
Once the issue has been resolved and all required checks have been completed, Maxen Power will proceed with the remote reconnection as soon as reasonably practicable, in line with our policy and regulatory obligations.
Revenue Protection & Site Safety
Following the meter disconnection process, we do take additional Revenue Protection measures to ensure the site remains safe for the public, prevent any unauthorised reconnection of gas or electricity supplies, and reduce the risk of energy theft or other unsafe and unlawful activities.
Our Commitment
Throughout this process, we encourage our customers to contact us, engage with us, and work with us to resolve any issues, as disconnection is always treated as a last resort.
Get Free & Independent Debt Advice
If you are struggling with making payments or find it difficult to speak with us directly, please contact an independent organisation.
These services are completely free:
- Citizens Advice: Call 0800 144 8848 (Lines are open Monday through Friday from 9:00 am to 5:00 pm) or visit citizensadvice.org.uk for general debt and energy help.
- StepChange Debt Charity: Call 0800 138 1111 or visit stepchange.org for a personalised debt management plan.
- National Debtline: Call 0808 808 4000 or visit nationaldebtline.org for independent advice and webchat tools.
- MoneyHelper: Visit moneyhelper.org.uk for free, government-backed financial toolkits.
We’re on Your Side
If you are struggling, please don’t wait until things escalate. The earlier you reach out, the more options we can offer to support you. A simple conversation can often make all the difference.
Call us on 02079 303030 or email us at [email protected]
Real People, Happy to Help!
