Whilst we try our best to support all of our customers as much as possible, there may be times where you face emergency problems or issues during out of hours.
But do not worry, we have created a step-by-step guide on what to do depending on your situation.
If you are off supply and it is an emergency:
You have followed our emergency processes, Distribution Network (DNO) and or Gas Transportation Network (GTN) companies visited or have advised that the supply to your property has been made safe, and you now need to contact us to replace your meters to be back on supply again.
Here is the link to our emergency processes if you have not gone through this yet, you can find them here:
Who do I contact to get back on supply?
To get back on supply you now need to provide us with the following information on an email and send it to hello@outfoxthemarket.co.uk:
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Your Account Number
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The Name on your account
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Tell us if you are the account holder
Title your emails with the fuel that is off supply and date when your local DNOs or GTNs have advised to contact us to get back on supply. An example for each fuel is shown below:
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Elec Off Supply Emergency - 14/12/2022
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Gas Off Supply Emergency - 14/12/2022
Depending on the nature of your emergency, please provide us with the below information to help us assess and progress your query. We will use the information you have provided to send skilled engineers to get you back on supply quicky.
Electricity - Off Supply:
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Picture of the Electricity meter so that OFTM can see the entire meter board and connectors
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Picture of the Electricity meter location and box
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Picture of any paperwork your local Distribution Network Company has left/shared with you
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Advice from your local Distribution Network Company of your metering faults
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Your address and contact details
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Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property when our agents contact you with information when engineers will be at your property
Gas - Off Supply:
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Picture of the Gas meter so that OFTM can see the entire meter details and connectors
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Picture of the Gas meter location and box
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Picture of any paperwork Gas Transporter has left/shared with you
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Advice from Gas Transport of your metering faults
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Your address and contact details
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Confirm you or an authorised person aged 18 years or above will be available at your property in the next 4 – 5 hours to provide engineer access to your property when our agents contact you with information when engineers will be at your property
I need to contact you outside of OTM's working hours (Monday to Friday and during the weekend):
Send an email to hello@outfoxthemarket.co.uk, with the required information as provided in the above section.
One of customer service agents will pick up your query the next working day and contact you to advise of next steps and timescale. OFTM will aim to get you back on supply within 72 hours.
What if it is during extended Bank Holiday Weekends?
Send an email to hello@outfoxthemarket.co.uk, with the required information outlined above and call us on 0800 103 2702 selecting option 6.
One of our Managers on duty will take your call and will go through the information you will have emailed to us to hello@outfoxthemarket.co.uk to advise you of next steps and timescale.
The time taken to get you back on supply during extended bank holiday periods may not always be within 72 hours. Our engineers, skeleton crew, will be working so we will endeavour to get your back on supply as quickly as possible.
If there is a high demand for emergency visits in your local distribution network or gas transportation network area, we (OFTM) and our national metering partner (SMS Plc.), will prioritise customers where their risks to life is fatal to get them back on supply quickly.
You are concerned about your meter but you are not off supply:
Email us your concerns to hello@outfoxthemarket.co.uk with key words of your concerns as the title of your emails. Some examples are shown below, please amend to reflect your concerns:
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My Gas/Electricity meter’s display is blank
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My Storage heater/EV is not working/Charging
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Gas Meter Removal Request
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Elec/Gas Meter Move Request
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Elec meter showing error after Solar panel installed
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Elec meter going backwards after Solar panel installed
In your email, please provide us with the following information:
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Your Account Number
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The Name on your account
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Tell us if you are the account holder
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Picture of the Electricity meter so that OFTM can see the entire meter board and connectors, if you’re wanting to tell us about your electricity meter
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Picture of the Gas meter so that OFTM can see the connecting pipe work, if you are wanting to tell us about your gas meter
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Picture of the Electricity and or Gas meter location and box/es about which you are emailing
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Inform us if you have storage heaters, EV charging points and or solar panels installed at your property
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When you or an authorised person aged 18 years and above, are available to be at your property for engineers to carry out work required.
What happens next:
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Your query will be picked up by one of our customer service agents the next working day.
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The information you have provided will be passed to our metering team.
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They will assess the information to make sure that engineers that will be sent out to carry out this work at your property can resolve your query.
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You will be contacted to advise of next steps and timescale.
It is not possible to guarantee that the date you have requested will be available. However, we will do our best to take reasonable steps to accommodate this.