Understanding
Meter Disconnection
A simple step-by-step guide to help you stay connected
We are fully committed to keeping your energy supply active and seamless. Disconnection is always a last resort. We always follow a structured communication to avoid such outcomes.
The Meter Disconnection Process
“Meter disconnection is when your energy supply is safely switched off due to an unresolved issue on your account or piled up debt. This may happen if payments are missed and no contact is made with your energy supplier.”
| Step | Stage | What Happens |
|---|---|---|
| 1 |
Payment Overdue |
We notify you of the missed payment, outstanding balance, charges, and how to pay. You are encouraged to contact us for support. |
| 2 |
Follow-Up (10 Days) |
We send a reminder with updated outstanding balance and charges, and advise that non-payment beyond 28 days may lead to bad debt classification and impact your credit rating. Support options are offered. During this period, our team may also attempt to connect you by email, telephone, and text message to discuss suitable payment plans and help resolve the matter. |
| 3 |
Final Notice (28+ Days) |
The account is treated as bad debt. We issue a final notice confirming risk of disconnection, applicable late payment charges, and possible referral to third-party recovery agents. |
| 4 |
Pre-Disconnection Visit |
A site visit will be carried out to confirm occupancy, assess any shared domestic supply arrangements, complete vulnerability checks where appropriate, obtain meter readings where possible, and discuss payment options to help resolve the outstanding balance before further action is taken. |
| 5 | Post PDV Notice | Following the PDV, Maxen Power will issue a further communication confirming that PDV charges have been applied and offering a final seven-day opportunity to discuss payment arrangements. The communication will also explain the next stages of the process and any additional charges that may arise. |
| 6 |
Your Right to Object (HR) |
Once we have made every reasonable effort to help you clear your outstanding balance and your account remains in arrears, we apply to the court for a Rights of Entry Warrant. You have the right to oppose this application in court via your legal representative. You will have 21 days to settle the balance, dispute the process, or submit an objection. |
| 7 |
Warrant Application |
If no objection is received and the matter remains unresolved, we may proceed with an application to the court for a Rights of Entry Warrant. The court will review the application and proceed with the warrant. Once granted, the warrant will normally be executed within 28 days. It authorises our third-party disconnection agency to enter your premises to disconnect your energy supply. |
| 8 |
Disconnection (Last Resort) |
The energy supply will be disconnected following all required checks and procedures. Disconnection is always considered a last resort after all reasonable efforts have been exhausted. |
| 9 | Reconnection | Supply is reinstated once the balance and charges are cleared and a reconnection request is made (may take up to 15 working days). |
Note: Throughout this process, we encourage you to contact us and work with us to resolve any issues. Disconnection is always a last resort. Any applicable charges during this process are applied in accordance with, and clearly set out in, our Disconnection and Reconnection Policy.
For a detailed explanation of each step, please read our blog: Everything You Need to Know About Our Meter Disconnection Process.
Reasons for Disconnection
Disconnection may happen for the following reasons:
Violation of Terms
Disconnection may occur where there is a breach of contractual terms or obligations, as mentioned below:
- Unauthorised use of energy
- Meter tampering
- Failure to follow safety rules
- Safety Concerns
Non-Payment of Bills
- If you do not pay your energy invoices by the due date, we may begin the disconnection process.
- We will always notify you before taking further action.
We may disconnect supply without notice if there is a safety risk. This includes gas leaks or electrical hazards to people or property.
All meter disconnections are carried out in accordance with applicable industry regulations, safety requirements, and contractual obligations.
How to Avoid Meter Disconnection
You can avoid disconnection by acting early:
Pay on time
Keep your account up to date
Contact us quickly
Do not ignore letters or calls
Agree a payment plan
We can support you
Raise concerns early
Especially if you are struggling
Early action helps prevent escalation.
Reconnection Process
We will reconnect your energy supply once we have been in contact with you and the non-payment issue has been resolved, including where any outstanding balance has been cleared or otherwise agreed under a suitable payment plan.
What You Need to Do
1: Pay all outstanding balances (or otherwise agreed)
2: Pay any applicable fees
3: Resolve the cause of disconnection
Timeframe
We aim to reconnect within 15 working days. This may vary depending on engineer availability.
Support
Our team will guide you through the process and answer any questions.
Real People, Happy to Help!
If you are worried about your energy account, please contact us today.
We are here for you!
Real People, Happy to Help!
If you are worried about your energy account, please contact us today.
We are here for you!