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Frequently asked questions

What is the Priority Services Register and how do I know if I qualify?

The Priority Services Register (PSR) is a free service offered by both your energy supplier and your gas transporter/network operator and it may entitle you to get extra help and support with your energy supply.

You can sign up if any of the following criteria apply to you:

  • you are a pensioner;
  • you live with a child under 5;
  • you are disabled, seriously or chronically sick;
  • you are dependent on medical equipment;
  • you have poor mobility, co-ordination or hand movement;
  • you have an impairment of your hearing, vision, speech or any other communication difficulties including language barriers;
  • you have dementia, a developmental condition or any other mental health concerns.


You might also be able to sign up if you're in a vulnerable situation or need the security of having an additional presence with you when we call, even if it's only on a temporary basis.

For more information about the Priority Services Register and how it could benefit you, you can visit the Citizens Advice information page. To get in touch with us about signing up to our Priority Services Register, please email customerservices@espug.com.

Once you’ve joined, you may be contacted to ensure that your details are accurate and up to date. This will make sure we can give you the best support for your needs.

We will always follow privacy laws and ensure that your PSR information will never be used for marketing purposes.

What is an MPRN (Gas) and how can I find it?

A Meter Point Reference Number (MPRN) is a 10 digit number unique to your property.  All ESP MPRNs begin 74 or 75 and are usually found on your gas bill.  The number also assists your gas supplier to identify your property and provide information on your account.

What is an MPAN (Electricity) and how can I find it?

The Meter Point Administration Number (MPAN) is a 21 digit number unique to your property and can be found on your electricity bill.  All ESP MPANs begin with 25.  The number assists your electricity supplier to identify your property and provide information on your account.

What is a Meter Serial Number and how can I find it?

The meter serial number is unique to each individual gas or electricity meter.  The meter serial number can be found on the meter near the display.

Who do I contact if my gas meter needs exchanging/testing?

You need to contact your gas supplier who will issue a request to ES Pipelines to carry out the remedial works.

How can I find out who supplies my gas or electricity?

ES Pipelines will only be able to advise you of your gas or electricity supplier if we own the gas or electricity network you are connected to.  Please have your Meter Serial Number and detail of meter owner at hand (both can be located on your meter).

I wish to carry out work to a meter or service pipe.  How do I go about this?

If you are an existing ES Pipelines customer and require your gas meter or service to be moved due to building works being undertaken please download our Service Diversion Enquiry Form.  Once completed please post this to our main office or email a scanned copy to meterworks@espug.com.

I have received a defect notice what action should I take?

A defect notice is issued if a defect has been identified on your meter installation. The defect notice will suggest the remedial action to be undertaken by a Gas Safe Registered Engineer (visit www.gassaferegister.co.uk  to locate a local engineer). 

Gas Safe will be able to advise you of what action should be taken to resolve the defect; their details can be found on the back of the notice.

I have lost my gas card, what should I do?

You can obtain a new gas card from your local Pay Point. Alternatively, you should contact your gas supplier directly to order a new card.

Why isn't my full top up showing on my meter?

If the amount you have topped up is not showing in full on your meter it may be that you have used your emergency credit or you have an outstanding balance to pay off.  If this is the case, an amount may be taken from your top up. If you are still concerned, please contact your supplier.

I have a pay as you go meter and have no gas, what should I do?

Contact your gas supplier immediately and inform them that you are off supply. They will pass all the relevant details to ESP who will then ensure an engineer attends. We will endeavour to respond to all emergency callouts as soon as possible.

My gas meter screen shows 'OFF', how do I fix it?

If a message saying 'OFF' appears on your pre-payment gas meter, it can be turned back on by following these steps

1. Turn off all gas appliances.

2. Remove the payment card from your meter.

3. Turn your meter on by pressing the red button. A message will appear as follows "If appliances off Press button A."

4. If all appliances are off press red A button. The meter screen will display "HOLD for gas".

5. Hold down the A button for approx. 10 seconds, the screen will change to saying 'release for gas'.

6. Release the red button

An engineer didn't turn up to carry out work on my pay as you go meter, what do I do?

If this is in relation to an emergency call-out, please contact ESP and we will follow up your call with our contractor and ensure that an engineer is on the way. If this is a non-emergency issue, then please contact your supplier to re-plan a new date for the works.


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