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Bereavement Support

We know that losing someone you care about is a very difficult time. We want to make it as simple as we can to manage their energy account.

How to Get in Touch

We deeply feel sorry for your loss. Our Bereavement Team is here to help you through the account closure or energy account transfer process while
ensuring you are handled with care, understanding, and as little stress as possible.

You can contact us through the following channels:


We aim to respond to all bereavement notifications within five working days.

By calling

02079 303030

By email

support@maxenpower.cwit.dev

Information We will Need

To help us handle the account as quickly and smoothly as possible, please provide:

  • Account holder’s full name
  • The property address
  • Account number of the customer (if available)
  • The deceased date
  • The final meter reading (if possible)
  • Your name and contact details if you are managing the estate (executor, solicitor, or next of kin)

Documents We May Request

In some cases, we might need the following:

  • A copy of the death certificate
  • Proof that you have the right to act on behalf of the estate

Probate

We understand that probate can take several months to complete. If the estate is going through probate, please let us know – we can place the account on hold until the process is finalised. During this time, we will not chase for payment and will wait until an executor or legal representative is ready to settle the account.

What Happens Next

Once we receive your notification:
  • The account will be updated so that no further bills are being sent on the deceased person’s name.
  • The final bill will be calculated based on the last meter reading, or estimate if none is provided.
  • Any money owed to the account is refunded to the estate.
  • If the account shows a debt, we send the final bill to the executor or person handling the estate.
  • If someone is at consent to continue the energy supply with us, we will help them set up a new account.

Refunds and Outstanding Balances

  • Any refunds will be paid by cheque or bank transfer to the estate or the nominated account.
  • If there is money owed, we will send the final bill to the estate representative to settle.

Additional Support

We do understand the grief of losing a lovel one and so we want to make sure that you don’t feel left out or stuck in this situation. For additional support, you can contact the following:
We are always here to help and guide you through this difficult time. Do not hesitate to reach out!