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 get in touch.

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.

We’ll also ask you to provide a copy of the death certificate and grant of probate. You can either scan it and email it to us at [email protected] or post a copy to us.

Please don’t send the original death certificate or grant of probate.

Once we’ve received the copy of the certificate and probate, we’ll email or write to you, or to the person whose contact details you’ve given us. At this stage we may ask for a few more details, such as whether the bank account is still open, or whether the house is now empty.

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

Once we have the copy of the certificate and probate, we can transfer the account into your name straight away and carry on providing your energy as usual. We’ll send the bills and statements to you from then on.

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.

If the house or flat is empty

We’ll transfer the account to the executors, and monitor any gas or electricity that’s used until probate is granted and the property is sold to a new owner.

We’ll then close the account and refund any credit to the executors, or clear the debit balance from the estate. If there isn’t enough money in the estate, we can help to support you and consider clearing the balance during this distressing time.


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