COVID-19 Support //

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Loss of a loved one.

Loss of a loved one.

We'd like to help as much as we can.

Below is information you should find helpful, including the things you may need and decisions to make before notifying us of a loved one's passing.


 

We're here to help.

We understand handling the financial affairs of a deceased estate can feel overwhelming. We’d like to make it as simple as possible for you - here are a few things you should know.

What are my options for managing their Mercury account?

We have a few options available to help you.

OPTION A:
UPDATE THE ACCOUNT NAME

If you are a joint account holder and simply need to change the account to your name, we can do this for you.

OPTION B:
PUT THE ACCOUNT ON HOLD

If you need the energy supply to stay on at the property temporarily while you sort out the general affairs of the deceased, we are happy to help organise this.

OPTION C:
CLOSE THE ACCOUNT AND OPEN IN A NEW NAME

If you wish to keep the energy on at the property, we can close the existing account and open it in a new name. We only need a few details from the new account holder.

OPTION D:
CANCEL THE SERVICE

If energy supply is no longer needed at the property, we can arrange for the cancellation of the service and generate a final bill.

Who can request these changes?

To request changes to the deceased customer’s account and energy supply, you could be:

  • A close family member
  • Authorised on the account
  • A primary or joint account holder on the account
  • An executor or solicitor of the deceased’s estate
  • A trustee or business partner of the deceased.
2

VERIFY

You will need to provide either an obituary listing or a death certificate once obtained.

3

CHANGES MADE

We may need to open an account under a new name or generate a final bill.

4

COMPLETE

We will notify you once everything is complete to take one thing off your mind.


 

Ready now? Just fill in the details below.










Email or postal address

How should we contact you?:






 

Common Questions

Can I keep the power on temporarily?

Yes, just let us know by filling in the form above or contacting us and we’ll help you organise.

Do you need to do a credit check?

If you are a close relative, we may not need to do a credit check - this will help speed up the process of transferring into your name.

How long does this process take?

Once we have been notified and have the necessary information, we should be in touch within 3 working days.