[PeterT_EONNext]

What should I do when I need to speak to E.ON Next about someone else's account?

We know at times it can be difficult to navigate what you'll need to do should you need to get in touch with us about a family member or friend's account, so we've created this how-to guide on the steps you'll need to take in order to get the help you need.

If you're not already a named contact on your friend/relatives account, any Energy Specialist at E.ON Next will be able to take some details from you should you get in touch, this will usually include taking meter readings from you or a payment (as long as the card is in your name).

In other instances, we'll need evidence that you've been given permission to both speak to us in full about your friend/relatives account, or make changes. This will need to be in the form of a Letter of Authority (LOA) Power of Attorney (POA) or Lasting Power of Attorney (LPA)

Letter of Authority

A Letter of Authority can be completed and signed by an account holder in order to name a specific third-party who can act on their behalf. This will allow the third-party to make all changes as well as discuss all aspects of an account held by E.ON Next, in the same way that an account holder can.

We're working on getting this document available on our website. For now, there's an attachment for this below which can be downloaded, printed and then completed.

Power of Attorney/Lasting Power of Attorney for Property & Financial Affairs

Sometimes the above process isn't appropriate, should your friend/relative not have the capacity in order to complete a document themselves to give you permission to speak to us on their behalf or make changes to their account, this is where a Power of Attorney (POA) or Lasting Power of Attorney (LPA) will be required.

You can provide us access quickly and easily to an LPA by providing us with the access code to the document if you have this, via any of the contact methods below. This is applicable to LPAs registered from 1st January 2016. We'll then view this via the Government Gateway website.

How do I get this document to you to be added to the individual's account?

You can take a clear picture of this or scan the document into PDF format and email this to hi@eonnext.com with the subject line "Letter of Authority" "Power of Attorney" or "Lasting Power of Attorney" - This will then be added to the account in question, with confirmation being sent to you to let you know that this has been completed.

We want to make sure it's as easy for you as possible when getting this information to us so you can also do the following:

• Call us on 0808 501 5200 - An Energy Specialist will still ask you to email this over whilst you're on the phone, they'll take your email address so that they can locate this right away and get this updated whilst you're still on the phone.

• Send a WhatsApp message to the same number above - There are many people on WhatsApp these days we're available 24 hours a day, 7 days a week, 365 days a year! You can send pictures or attachments via any of these methods, ensuring a quick and easy way to get a copy of the document to us.

• You can send this to us in the post which will be slower, so this may be a last resort. With this method, it's advised that if sending a POA or LPA, you send this signed for and stating your address in full so that we can get this back to you, this won't be necessary if you've filled in a Letter of Authority however. The address you'll need to send this to is: E.ON Next Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR. You'll need to include the account number somewhere within the envelope, so that once the letter is received, we can scan this in and attach this to the appropriate account.