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Call us on the number shown at the top of your bill. We'll ask you some questions to establish what steps we need to take. This may involve an engineer visiting you at home to inspect your meter. If it's an electricity prepayment meter, we'll come to you within four hours on a working day if you call between 8:00am and 7:00pm Monday to Friday or Saturday 8.30 am to 1:00pm or, if you call on a non-working day such as Saturday or Sunday, between 9:00am and 5:00pm, we'll be with you within four hours. If it's a gas prepayment meter, we'll come to you within 4 hours. If we don't attend the agreed appointment and its our fault, we'll compensate you by giving you £20.
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