Covid-19 update

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Our pandemic response 

Due to the Coronavirus pandemic, our processes have been adjusted to respond to current risks and your concerns. If you have an urgent issue such as loss of service or water leak please contact our contractor Veolia on 03300580138.  Our phone lines are open 9am to 5pm (Monday to Friday). 

For issues with your heating and/or hot water or any leaks from the system then please call our helpdesk on the number above. During your call our team may now take some additional information from you so that your individual circumstances can be assessed and we can take the most appropriate course of action. Please be mindful that due to the necessary protective measures for both you and our engineers, our service levels may differ from normal arrangements.    

All non-essential visits into domestic properties will be subject to the latest COVID-19 government guidance. Non-essential visits include meter inspections and high/low usage inspections. If you require further information, please get in touch with us. 

We appreciate that the current situation may result in financial hardship for some of our customers. If you have any such concerns, you should get in touch with us via email leaving a phone number so that we can call you back. 

All other enquiries, including any further information on emergency heating, you should email us via and we will aim to reply to you within two business days. Please provide a phone number in case a member of the customer service team needs to contact you via phone.  

Did you know that most queries can be resolved by managing your SDEN account online? Simply head to and click on the link to register your online account. All you need is your SDEN account number, and your details as provided on your account to sign up.  

Please continue to check this page for the latest information and we thank you for your cooperation at this time. 


*If you do not have access to email at this time, please call 020 8770 4852 between the hours of 9am to 5pm (Monday to Friday) (excluding bank holidays). Alternatively, you can leave a voicemail outside these hours (9am to 5pm) with your name, account number and a contact telephone number.