[Ellenf71]

Can someone please tell me if -£19 in my gas meter means it's off supply as I'm not home to check and the app isn't very accurate

[NickC]

Hi @Ellenf71


If your gas balance has gone below £-15, your meter would normally be off supply. Based on the balance showing £-19, we would typically expect the gas supply to have disconnected.
The main exception to this is if your meter is currently in Friendly Credit. During Friendly Credit hours, your supply will remain on even if your balance has dropped below your emergency credit limit. Friendly Credit automatically applies:

• Weekdays: 2pm until 10am the following day (excluding Fridays)
• Weekends: From 2pm on Friday until 10am on Monday
• Some customers who have been with Utilita for 3+ years may also receive an additional day of Friendly Credit until Tuesday.

If you're within these Friendly Credit hours, it's possible for your meter to show a balance lower than £-15 and still remain on supply. Once Friendly Credit ends, the meter will disconnect if there isn't enough credit on the account.
As the app can sometimes be delayed, the best way to confirm whether you're on supply is by checking the meter directly when you're home. We'd also recommend topping up as soon as possible to prevent any interruption to your gas supply.

If you need any further assistance with this please send me your account reference number and I'll be happy to investigate 🙂

Regards,
Nick