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Help & Assistance

What are prepayment meters?

Prepayment meters, also known as pay as you go meters, enable you to pay for your gas and electricity before you use it.

How do prepayment meters work?

Users load money onto their meters using a key or card which is then used or spent when electricity or gas is consumed in the home. Money is loaded onto a card or key which is then inserted into the meter fitted in your home.

Where can I top up my card/key?

To use a prepayment meter you will need to add credit to your card/key. This can be done at your local PayPoint store, at any Post Office or using British Gas online home energy top-up service. There are over 23,000 PayPoint stores located across the UK and most Post Offices offer dedicated Paystation terminals.

Keep receipts for reimbursement. Arrive Homes recommends sharers to designate one person in the house to top-up the cards.

I have lost my electricity key, what should I do? Go To:,CASE=1081

My gas card has been stolen, what should I do? Go To:,CASE=1064

My gas card is faulty/damaged, what should I do? Go To:,CASE=1062

GET a REPLACEMENT CARD FREE OF CHARGE from any Paypoint store.

Need Further Assistance?

To report any damage or need for repairs, please provide a full description of the maintenance issue when filling in your online Maintenance Report form.

Once you have submitted a report, an Arrive Homes representative will be in contact with you shortly.