I am a prepayment customer

There are multiple ways to top up:

• • Glass - If you are in a Glass-enabled property you can top up your meter using Glass visit Glass App & Portal page for details
  • Paypoint - You can take your vPro Card to any PayPoint outlet and make a payment by cash. Please note: There may be a charge for using your debit/credit card. To register on PayPoint simply visit: https://vitalenergipayments.paypoint.com/energy
    Your nearest PayPoint outlets can be found on the PayPoint website https://www.paypoint.com/en-gb. All stores should display the PayPoint logo.
  • Online - You can logon to: https://vitalenergipayments.paypoint.com/energy to make single payments by credit or debit card.
  • Telephone - Call our automated top up line on 0800 138 4560 and make a payment via credit or debit card.
  • Direct Debit- You can set up a Direct Debit to pay a fixed amount of credit onto your vPro meter each month. To do this you will need to request a Direct Debit mandate, this must be completed and returned either by post or by email to support@lighthouse-energy.co.uk If you pay by direct debit it can take up to 5 days for the money to be applied to you meter after it has left your bank account.

Please note that payments taken from your account will be under Vital Energi Utilities Limited.

If you normally pay by regular bill, please click here.

Top-ups usually arrive within 20 minutes. This may vary depending on the mobile signal around your property and the payment method you have used. If you have paid by Direct Debit, it can take up to 5 days for the money to be applied to your meter after it has left your bank account.

You can top up in full £5 increments.

Yes. If there is an error with your payment or the credit does fails to reach your meter, you will need your receipt to either enter the vend code into your meter to activate your top up or to go back to the PayPoint outlet where you purchased the credit.

No need to panic, each successful top-up you make is registered on our system to your meter, we can re-issue the vend code when you call our Customer Services team.

• Can I turn the heating on and off when I want to?
  Yes. There is no difference in operation to a conventional boiler system.
• Can I control the temperature the same way as a conventional boiler system?
  Yes. There is no difference in the way you control your system i.e. with a programmer, thermostats and/or radiator valves.
• Can I see how much heat or hot water I have consumed?
  You can view how much heat or hot water you can consumed on the Glass app, vPro in-home display or Guru Hub by:
  1. Glass Simply tap on the usage screen (graph icon in your Glass app) to see your daily, weekly or annual usage and a usage summary table.
  2. Guru Hub - Can show you information on how you have historically consumed heat by tapping on “Your Account / Usage Info”. You will be able to see your consumption data for up to the last 12 months.
  3. vPro - You can find out which tariff you are on by simply tapping the ‘Tariff’ button on your in-home display.

• How is my home heated?
  Your new home is served by a low carbon heating and hot water district heat network. The energy is generated in a communal plant room or energy centre. Your heating system is robust, reliable and controllable. You can control the heat level through your thermostat and heating controls in the same way as if you had an individual gas boiler in your property. Your hot water is provided on demand and you only pay for the energy you use. Learn more here.
• What is a Guru Meter?
  The Guru Hub II provides you with a simple way to take control of your energy. Reliable and always on, the system provides a real-time view of consumption in your home. It avoids the need for bills by helping you to stay in control of your energy consumption and spend through the prepayment/credit system
• What is vPro2?
  The vPro2 is a smart heat metering solution which uses an in-home display to help you understand, budget and control your heat energy consumption.
  vPro2 connects into your energy supply to provide information directly to you through your vPro2 in-home display.
  You can view your current consumption, remaining balance and an estimation of the number of days until your top up will run out (this is based on your previous consumption) on the vPro2 in-home display.
• What is Glass?
  The Glass App & Portal is your online platform, which gives you visibility over your energy user and control over your energy spend. With Glass you can manage your account online and make quick top-ups or bill payments from the comfort of your own home. Get started with Glass by clicking here
• What is vTherm°?
  Your home may have a Heat Interface Unit (HIU) installed. It looks very similar to a traditional combination boiler and transfers the heat from the network into your home. vTherm° is a brand of heat and cooling interface units supplied by Vital Energi, which provides your home with instantaneous heating and hot water.

• What happens if I run out of credit?
  You will be able to access your emergency credit (if available) or you will have to top up the relevant meter account.
• I have run out of credit and my top up is showing on my vPro in-home display but the has still not resumed?
  1. If you have an account number beginning with ‘200’ you have a vPro1. - You will be required to reset the Electricity meter by pressing and holding down the zero button on your electricity meter for approx. 3 /4 seconds.
  2. If you have an account number beginning with ‘211’ you have a vPro2 - Using your in-home display, you will see a message asking you to restore your supply. If your in-home display is not working you can reconnect your supply via the Liberty Connect 100 meter - Press ‘A’ (blue) followed by ‘A’ again then press ‘B’ (red).
     This will reinstate your electricity supply.
  3. If you are struggling to pay for your heating, please contact us.

You will have to report the issue to your repair / maintenance number detailed within your ‘customer supply agreement’.

A vend code is normally a 16-digit number which is created after you have made a payment at your PayPoint location. If there has been a change in the system e.g. a tariff change, your vend code may be up to 60 digits. You will need to enter the vend code into your in-home display.

The solution here depends on the system you have:

• If you have an account number beginning with ‘200’ you have a vPro1
  1. Remove your IHD from the Charging Cradle,
  2. On the back of the Display and above the bar code, there will be pin sized hole which will fit a paperclip or pin into, press and hold the pin/paperclip in the hole for approximately 5 seconds
• If you have an account number beginning with ‘211’ you have a vPro2   
  1. Remove all power supplies to your in-home display including batteries.
  2. Leave the in-home display powered off for a minute then reconnect power to the IHD

If the reset does not resolve the issue, you will have to report this to your repair / maintenance number which is detailed within your ‘customer supply agreement’.

• What if I have no heat and hot water but do have credit on my meter?
  Please report the issue to your housing association or property management agent.
• I think I am spending too much, what do I do?
  Please carry out the following checks on your heating system before contacting your Housing Association/Services provider.
  1. Is the timer set on your heating programmer?
  2. Is the temperature level set to come on automatically once the temperature drops below a certain temperature within the property
  3. Temperature isn't set too high on your programmer.
  4. Check the in-home display for the spend/consumption data.
  5.  Do you have a recent tariff change?
  6.  Please check that the thermostat is not set to 'summer mode'.
  7. We advise your room stat is set to approximately 18 – 20 degrees in temperature.Following carrying out these checks, please contact your housing association, landlord or managing agent. If you own the property, please contact us at [lighthouse email] or on [telephone]

• What happens if I lose my pre-payment card(s) or they are stolen?
  Don’t worry, each card is unique to your meter, so there is no risk of losing any credit.
  Contact the Customer service team, who can arrange for a replacement card to be issued. Charges for replacement cards will apply
• I get both heating and electricity from Lighthouse, will the same prepayment card work for both my heat and electricity meter?
  No, each card is unique to its own meter in order to make them secure, so top-ups cannot be made on one card and transferred to another.

• Acknowledge the error message by pressing on the IHD where the message is, which will bring up a message and select ok. Please move your in-home display closer to the meter which is located within your property (It is probably located in the utility cupboard).
• Has the meter switch in the cupboard been switched off at the wall?
  If no, you can try and switch this switch off and back on again after 2 minutes.
• If this any of these errors persists, you may be required to report the issue to your repair/maintenance number which is detailed within your ‘customer supply agreement’.

Simply type your vend code into your in-home display using the keypad. If you have a vPro2 in-home display, press the blue ‘a’ button on your Liberty Connect 100 (vPro meter), type in the vend code and press the red ‘b’ button.

Step by step guide:

1. Take your in-home display off the charging stand
2. Tap the main menu button (which is next to battery icon on bottom right of screen)
3. Select 'Vend Codes'
4. Select 'Enter Vend Code'
5. Select the service 'Heat'
6. 6. Type in your vend code, double check it is correct and select ok.
7. It will give you a jumping blue line before providing one of the following four messages.
   1. 'Accepted' which means your vend code has been accepted and your top up should be on it's way to your meter.
   2. 'Failed Duplicate' which means payment has already been taken.
   3. 'Failed Incorrect' this indicates there was a mistake when entering the vend code, please repeat the steps above.
   4. 'Failed Wrong Tariff' there is an issue with a previous code, but please don't worry.
8. If you get any of the failed messages after entering your code please call the our team.

After you have inputted your vend code manually, you will see one of the following messages:

• • Accepted - This means you credit has been added successfully.
  • Duplicate Token - The credit will already have been added to your meter.
  • Incorrect Token - You will have input the vend code incorrectly, please check the code and re-enter.
    If you continue to have issues with entering your vend code, please contact us at support@lighthouse-energy.co.uk or on 0800 138 4560

By tapping ‘CO2’ then ‘Utility’ on the Menu screen of your in-home display, you can see information about your carbon emissions. This will give you a range of data including your monthly and yearly CO2 emissions.

If your credit has not been added automatically to your vPro meter, then you can manually type in your vend code through your vPro in-home display.

• • If you have an account number beginning with ‘200’ you have a vPro1.
    On your in-home display select ‘Menu’, then ‘Vend Codes’, enter your ‘Vend Code’ and select the ‘Utility’ you require.
  • If you have an account number beginning with ‘211’ you have a vPro2.
  • On your in-home display select ‘Menu’, ‘Account’ and then ‘Utility’

If your credit has not been added automatically to your Guru Hub, then you can manually type in your vend code through your Guru Hub: - Main Heat Account – Enter Code.

No. As the heat for your property is generated from a central source, you cannot switch suppliers.

However, we work with various support organisations to ensure you are protected and treated fairly.

Learn more about these organisations and charities here.