I am not responsible for this energy debt, what can I do?

You’re only responsible for energy used in your home whilst you’ve been living there. 

If you’ve received messages about unpaid energy usage and you don’t think you’re responsible for paying, here’s what to do.

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Check the supply period of the debt

This is when the unpaid energy was used. Whether or not you're responsible for the unpaid usage will depend on whether you were living in your home during the supply period or not.

Check below to see what to do.
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I was living in my home for some of the supply period

• You will have to pay for what you've used.
• Email us at support@ophelos.com to tell us when you moved to your home so we can update the debt amount. 
• We may need to see a tenancy agreement or bill of sale to check. 

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I was living in my home for all of the supply period

• You will have to pay for the whole debt.
• You’ll need to set up a payment in your online account to pay off the debt. 
• Log in using your 6-digit reference code, found on any message from us. 

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I was not living in my home during any of the supply period

• You are not responsible for any of this debt.
• Email us at support@ophelos.com to tell us when you moved to your home. 
• We may need to see a tenancy agreement or bill of sale to check. 
• We will let the supplier know you aren’t responsible for this debt. 

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I was living in my home during the supply period but I pay a different supplier for my energy

• If you’ve switched suppliers, this will be for unpaid energy used before you switched suppliers.
• Contact us or the supplier if you’ve already paid for this energy usage.

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