Landlord FAQ

  • 25 June 2019
  • 8 replies
Landlord FAQ
Userlevel 4
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Updated on 15/10/21 by Jess_Boost


It can be tricky when dealing with energy supplies and accounts when tenants move in and out of a property, so we've popped a couple of the common queries/issues together to help make the process a little easier for you and get you moving in the right direction!

My tenants have moved out, how do I set up an account for my new tenants?

Unfortunately we can’t set up an account in your new tenants without speaking to them directly. If there’s some time before your next tenants move in we can set up an account into your name. Then as soon as the tenants have moved in, we’ll need them to contact us to set up a new account in their name.

Please call our Support Team on 0330 102 7517 (lines are open 8am - 6pm, Monday to Friday and between 9am - 2pm on Saturdays) as they will get you all set up, they will advise you of the current rates and get you a new key/card sorted if you need one so you can start topping up. 

Lots more information on the home moving process here.

How do I top up?

If you have traditional meters, your tenant may have left you a top-up key/card behind.  We recommend giving us a call on 0330 102 7517 (lines are open 8am - 6pm, Monday to Friday and between 9am - 2pm on Saturdays) before attempting to top-up. Once an account is setup in your name you may be able to continue using the same key/card at your local Paypoint, however we need to make sure that you’re not paying for a debt that isn’t yours.


If you can’t see a top-up key or card, the meters may be smart meters or we may have to arrange for you to pick up a new key/card. The team will be able to confirm your meter type and the easiest way to get topped up when they setup your account.

I don’t want prepayment meters! Why did you put them in and how do I get them changed?

There a two scenarios where we would install prepayment meters; upon the customer's request (as the meters are technically owned by the supplier, we’re able to replace these meters if the current bill-payer requests), alternatively if there was a large debit balance not being repaid on a pay monthly account we ultimately will replace the meter and setup an automated daily debt repayment plan on the new prepayment meters.

We do now have a process in place which would allow you to request a switch back to a pay monthly setup with our sister company, OVO Energy. As long as you’re able to pass a credit check and set-up a Direct Debit arrangement once the switch is complete. If you’d like to discuss this option give the Boost Team a call on on 0330 102 7517 (lines are open 8am - 6pm, Monday to Friday and between 9am - 2pm on Saturdays). They’ll start the process, you’ll then be contacted by OVO when the switch is complete to make sure a Direct Debit is arranged

Smart Meters!

Whatever you think of smart meters, they can be extremely helpful in these situations, not just for better service and top up methods for pay as you go customers, but also for landlords and tenants when switching ownership and keeping the property on supply.

Smart meters provide accurate meter reading and usage history, so this makes sure there's no overlap between dates and accounts. Also, having a smart meter opens up a couple of different methods of topping up depending on your preference and your tenants. But, where the meters are most helpful, is that we can communicate with them directly, meaning we can assist you right there and then!

More on smart meters here!

How do I get in contact?

You can reach our Support team on 0330 102 7517, between 8am - 6pm, Monday to Friday and between 9am - 2pm on Saturdays. In case of emergencies (ie. being off-supply) you can also contact us from 6pm - 8pm on weekdays, 2pm - 5pm on Saturdays and 9am - 5pm on Sundays. Once your account is setup you can then reach out to us via our Facebook and Twitter pages or via our Webchat which is the little yellow speech bubble on our Homepage.

8 replies

I am landlord of a property and the tenants have left. There are smart meters fitted to the gas and also the electric but I don’t know how to use them and I don’t know how to find out if there is any credit on the meters…...help!!

Userlevel 5

@ChrisDiplock here’s an F.A.Q which should give you all the info you need on what to do!

I am a Landlord and the tenant who was your customer has moved out.

Do I have to put some credit on the account or will I get a bill for the power I am using?

New tenant moves in on 20th November but I need power and heating until then

Userlevel 5

@SPW_Boost, I’ve moved you post here, there’s all the information you should need to get the property sorted!

that last question is relevant for me too. I have used your link to spw boost but there is nothing there. Please can you answer the question


Userlevel 6
Badge +2

Hi @alec59 can you outline what link is that one you refer to? 


What was it you needed answering? 

Hi Im a landlord,my tenants have changed the meter and accounts to boost without consulting me and have moved out.How can I get access to my gas and electric please 

Userlevel 4

Hi @Juliareilly,


Sorry to hear your tenants have left without letting you know how to get the energy up and running. We’ve actually got a great FAQ guide for landlords which I’ve moved your comment over to so check above for the answers to some commonly asked questions.


If you haven’t already the first step is to give our Support Team a call on 0330 102 7517 so we can get an account set-up in your name and make sure you know how to get topped up.


Let us know how you get on - any more questions you think we need to add to the guide above? :slight_smile: