5. Getting your supply reconnected
The supplier must reconnect the supply within 24 hours if:1Reg 6 EG(SP)S Regs •you pay your outstanding bill, together with the expenses of disconnection and reconnection and any security deposit; or
•you reach an agreement with the supplier to pay off the arrears in instalments as a condition of being reconnected.
Where you pay or reach an agreement outside working hours, the 24 hours begins at the start of the next working day.2Reg 6(4) EG(SP)S Regs If the supplier does not reconnect you within the 24 hours, you are entitled to a £30 compensation payment within 10 working days, unless there is an exception (see here).3Reg 8 EG(SP)S Regs If the supplier does not pay on time, it has to pay you an extra £30 for the delay. Payment is typically made as a credit to your energy account. You can alternatively request it to pay you by cheque or bank transfer. Under Energy UK’s ‘safety net policy’ (see here), supplier members have agreed to reconnect a vulnerable customer as a priority and within 24 hours.4Energy UK, The Energy UK Safety Net: Protecting Vulnerable Customers from Disconnection, February 2016 If you are registered on the supplier’s Priority Services Register, you should be given priority reconnection if supply is interrupted. In practice, if you agree to accept a prepayment meter set to collect the arrears, the supplier will reconnect your supply. You may have to pay the expenses of disconnection and reconnection separately, but usually they are added to your arrears and collected in instalments through the meter.