What to do if a Bristol Energy customer has died?

Customer care advisor helping when a customer has died

Please let us know as soon as possible if a Bristol Energy customer has passed away.

We’ll ensure we don’t send out bills and emails addressed to the person who’s passed away, which we know can be very distressing, and we'll do all we can to help at this difficult time.

If you’ve put matters in the hands of a lawyer or professional executor, they should already have informed us about the death.

If you’re dealing with everything yourself, or you’re anxious that we haven’t been told, please contact our bereavement support team on 0808 281 2222 option 4, or email us on [email protected].

Our friendly Bristol-based team will ask you for details of:

  • the name of the person who’s passed away
  • the date when they passed away
  • their Bristol Energy account number
  • their address
  • the name and contact details of the person to whom we should now send any correspondence – for example, one of the executors or solicitors handling the estate.

The bereavement support team will send you a form to complete, this can be returned to us along with a copy of the death certificate. We do not require any original copies. Our postal address and bereavement support email address can be found on our contact us page.

If you’re the wife, husband or civil partner of the person who’s passed away

Once we have a copy of the death certificate, we will close the deceased’s account as of the date of death and set up a new account in your name/s, transferring the current tariff and the direct debit if required. If the account is in joint name/s we will remove the relevant parties details and the account will continue in the required name/s.

If your Bristol Energy account is in joint names, we will only require a copy of the death certificate to enable us to change the account into your name only.

If someone else is still living in the house or flat

If any other residents (such as housemates, children or other dependants) are staying on, we’ll need to close the account on the date shown on the death certificate, and open a new account in their name/s, once the required form and death certificate have been received.

If the house or flat is empty

The deceased's account will be closed as of the date of death and an interim account will be set up. This account will be placed into the relevant party's name, whether this a solicitor or an executor until the property is sold. This account would continue to be billed and regular meter readings for the empty property are recommended.

When the required paperwork has been received the deceased’s account will be closed and and we will issue the final bill.

Any credit will be refunded via the deceased’s bank account or via a cheque in the name of ‘Estate of’, or used to clear the debit balance from the estate. If there isn’t enough money in the estate, we can help to support you during this distressing time.