Help Centre

I am not responsible for some or all of this debt, what can I do?

Energy debt

⚠️ If you need us to confirm the supply period or supply address for the debt you have received please email the team at support@ophelos.com with the subject heading: Supply period/address, and we will share this with you.

🏠 I am a landlord, the debt belongs to my tenant

👉 Here’s what to do:

  1. Find a copy of the tenancy agreement and the tenant’s contact details.
  2. Email this information to support@ophelos.com with the subject line: Landlord. Please confirm you want to update the account details.
  3. Our team will share this with your supplier and ask them to update their records.

🏘 I am the current tenant of the property and the bill is from before I moved in

▶️ The letter/message I have received is addressed to me…

…this means the account is in your name and your energy supplier believes you are responsible for the debt balance quoted.

👉 Here’s what to do:

  1. Find a copy of your tenancy agreement confirming the date you moved in. You can also provide a headed letter from your landlord/letting agency, or inventory report. If you have any issues locating these documents Citizens Advice can sometimes help create a tenancy agreement.
  2. Email this information to support@ophelos.com with the subject line: Tenancy agreement. Please confirm you would like to update the supply period.
  3. Our team will share this with your supplier and ask them to revise the balance.

▶️ The letter/message I have received is addressed to The Occupier…

…this debt will not be in your name, but you will be responsible for any energy used since you moved into the property.

👉 Here’s what to do:

  1. Pass the letter to your landlord or letting agency as soon as possible so they can provide details of the previous tenant if necessary.
  2. Find a copy of your tenancy agreement confirming the date you moved in. You can also provide a headed letter from your landlord/letting agency, or inventory report. If you have any issues locating these documents Citizens Advice can sometimes help create a tenancy agreement.
  3. Email this information to support@ophelos.com with the subject line: Occupier debt. Our team will pass this information on to the supplier so they can make sure the right balance is applied to your account.
  4. If you have not already done so you will need to contact the energy supplier yourself to set up an account to pay for your ongoing energy.

🚪 I have moved out of the property this energy bill relates to

👉 Here’s what to do:

  1. Find a copy of your tenancy agreement confirming the dates you lived at the address. You can also provide a headed letter from your landlord/letting agency, or inventory report, to confirm the date you moved out. If you have any issues locating these documents Citizens Advice can sometimes help create a tenancy agreement.
  2. Email this information to support@ophelos.com with the subject line: No longer at address.
  3. Our team will share this with your supplier and ask them to update the account. Please note you will still be responsible for any energy used at the property while you were living there.

💡 I have switched energy suppliers and should not be paying for ongoing usage

👉 Here’s what to do:

  1. Take a picture of your meter and find a copy of a recent bill from your current supplier.
  2. Email these to support@ophelos.com with the subject line: Supply switch.
  3. Our team will share these with your old supplier and ask them to look into what’s happened.

💐 The account holder has passed away

If you are struggling with a bereavement and need support we would recommend contacting Cruse. Our team are here to support you through the next steps so if you have any questions or concerns please let us know.

👉 Here’s what to do:

  1. Email a copy of the death certificate and the account name and reference to support@ophelos.com. Please use the subject line: Bereaved account. It is still worth informing us even if you are unable to provide a death certificate.
  2. Our team will share this with the supplier so they can update their records.
  3. If you are a friend/family member, or are managing the affairs of the named account holder, we would also recommend contacting the supplier directly so they can advise on next steps.

👤 I am receiving letters addressed to someone who no longer lives here

👉 Here’s what to do:

  1. Send an email to support@ophelos.com with the subject line: Not known at this address. Please let us know the named person does not live there and provide the reference of the account.
  2. Pass on any letters you have received to the landlord or letting agency (if relevant) in case they are able to provide the named person’s contact details.

🤔 I have received a letter addressed to The Occupier and don’t know what to do

If the supply period of the energy used coincides with the time you have been living in the property you may be responsible for some of the balance, but not necessarily all of it.

All we need to do is find out when you moved in and share this with the energy supplier so they can make sure the right person gets the right bill.

👉 Here’s what to do:

  1. Pass the letter and any future correspondence to your landlord or letting agency as soon as possible because there may be a balance due by previous tenants.
  2. Find a copy of your tenancy agreement confirming the date you moved in. You can also provide a headed letter from your landlord/letting agency, or inventory report. If you have any issues locating these documents Citizens Advice can sometimes help create a tenancy agreement.
  3. Email this information to support@ophelos.com with the subject line: Occupier debt. Our team will pass this information on to the supplier so they can make sure the right balance is applied to your account.
  4. If you have not already done so you will need to contact the energy supplier yourself to set up an account to pay for your ongoing energy.

😰 Concerned about your ongoing energy usage?

We have compiled a list of resources for energy customers who are struggling with their bills.

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