How should I notify ENGIE about a bereavement?
You can inform us about a bereavement via one of the following channels:
- Please call us on 0800 130 3600
- Email us at customer.service@energysupply.engie.co.uk
The notification must be made by an authorised individual, such as:
- A relative of the deceased
- The appointed Executor or Administrator of the estate
- A legal representative acting on behalf of the estate
- A surviving director or shareholder (in the case of a registered business entity)
When you contact us, we ask that you make your relationship to the deceased clear. Once you contact us, ENGIE will place the account on hold for a period of 30 days (for sole traders or individuals in unregistered entities) to prevent unnecessary distress. However, no formal action will be taken until ENGIE receives one of the following:
- A Death Certificate, or
- A Declaration of Presumed Death issued by a court
- If you can’t provide either of these within the 30 days then please let us know why this is the case, so we can work with you on the next steps required.
What information do I need?
To process the case as easily as possible, we ask that you provide:
- Details of the deceased including their account details
- An up-to-date meter reading if possible
- A copy of the Death Certificate / Declaration of Presumed Death
- Executor’s full name and details
What should I do if an account holder has passed away?
Once we receive the required documents:
- The account will be placed on hold for 30 days to allow time for arrangements (for sole traders or individuals in unregistered entities).
- The company may continue to operate as normal (for registered companies).
- Our customer service Team will confirm receipt and provide further instructions.
- If you have legal authority, you may then be asked to complete a Change of Tenancy using our online form (Moving In or Out | Building low-carbon energy systems of tomorrow )
Who can manage the account if the authorised contact is no longer available?
If the original authorised contact is unavailable, another legally authorised individual (e.g. another Executor, Administrator, or company representative) we ask that you provide:
- Proof of authority:
- Power of attorney
- Official appointment documents
- Letter of administration
- Company authorisation letter (on letterhead).
- Grant of probate
- Updated contact details
Do you offer support for businesses impacted by bereavement?
Yes. ENGIE offers:
- A 30-day hold on the account (for sole traders or individuals in unregistered entities)
- Suspension of billing and debt collection during the 30 day period
- Ongoing communication and support from the Customer Service Team
- Flexibility for extensions upon request
Can I transfer the energy account to another name or business entity?
Yes. A Change of Tenancy may be processed if:
- The death has been validated through appropriate documentation
- The requesting party has legal authority to act
- The new party agrees to accept responsibility for the energy supply and contractual obligations
- A meter reading and date of change are provided
Upon completion, the deceased’s account will be closed, and a new account will be opened in the name of the incoming party. To complete a Change of Tenancy request please visit our dedicated page (web link Moving out | Building low-carbon energy systems of tomorrow)
Can billing be paused or adjusted during this time?
Yes, however, the approach to billing suspension or adjustment is contingent upon the type of customer and the nature of the account:
For sole traders or individuals in unregistered entities, the account may remain on hold beyond the initial 30-day period if probate or estate administration is ongoing. An extension must be requested in advance and will be assessed in accordance with ENGIE’s Delegated Limits of Authority.
For registered companies, if there are surviving directors or shareholders, the business is expected to continue operating. In such cases, billing may resume once a new authorised contact is appointed, unless an extension is formally requested and approved.
Will energy supply be affected during this process?
No. The energy supply will remain uninterrupted throughout the bereavement process. ENGIE’s focus is on account management and customer support, not on disrupting service.
Who do I contact?
All bereavement-related enquiries should be directed to the ENGIE Customer Service Team
Please contact us on 0800 130 3600 or customer.service@energysupply.engie.co.uk and we’ll handle your request with great care.
