Your questions answered
How can I pay my bill?
The easiest way to pay is by Direct Debit. You’ll save up to £50 a year (£25 per fuel) and the payments come out of your account automatically, so you don’t have to do anything else. Learn more about paying by Direct Debit.
Want to switch to Direct Debit? Great, just get in touch and we’ll take care of it.
Why have my payments changed?
We aim to check your Direct Debit amount at least once a year to make sure it accurately reflects your usage. So, if you’re using more than we expected we might increase your Direct Debit amount or if you’re using less, we’ll reduce your Direct Debit amount so you’re not overpaying.
It’s important that you send us regular meter readings so that we can calculate your payments correctly.
I don't agree with my latest bill - what should I do?
How do I swap to online billing?
It’s easy, just get in touch and we’ll set it up for you.
We’ll give you up to £40 off your annual bill (£20 per fuel) to say thank you for swapping to paperless and helping the environment.
Why have you sent me an estimated bill?
I haven't received my latest bill. What should I do?
What should I do if I can't pay my bill?
If you’re struggling to pay your bill then please tell us. We appreciate there can be times in life when money is unexpectedly tight, so we’re here to help.
All you need to do is contact us and we’ll get back to you with ways we can support you – whether that’s looking at your estimated bills, reducing your usage or other discounts. Alternatively you can call our payments line on 01772 395777 and select option 2. You can also use our freephone on 08000323647.
I need another copy of my bill. How can I get one?
What are these additional charges on my bill?
In some situations we may have to add charges to your bill. These include:
- Meter exchange: from £73.54 with vat (agreed before the work is scheduled)
- Meter disconnection or reconnection: from £53.04 with vat (agreed before the work is scheduled)
- Failed Direct Debit: £12
- Second reminder letter: £20
- Referred to Debt Collection Agency and/or Field visit: £60
- Warrant application: from £60
- Warrant execution: from £240
*if a prepayment meter is fitted under warrant, costs of £150 will be added to the repayable debt, as per OFGEMS licence conditions, customers are reminded they can always request a voluntary prepayment meter to be fitted, as this will be at a reduced cost, and the cost of the meter exchange can be added to the debt
Why is my bill consolidated?
If you receive a consolidated bill, there may have been an error on our system which had stopped your bills being produced for a few months. The consolidated bill shows this collection of bills as one so it’s easier to view. This may result in your My Account credit or debit amount being amended to ensure it accurately reflects the billing period.
Why has the standing charge on my bill increased?
When you sign up with us there’s a few discounts that you can take advantage of, one being our Direct Debit discount which is included in your standing charge. If you have cancelled your Direct Debit you will lose this discount, therefore your standing charge will be increased.
Where can I find my Estimated Annual Consumption (EAC) and/or Annual Quantity (AQ)
Your Estimated Annual Consumption is a figure which shows your electricity usage for the last twelve months and can be found in the electricity section of your bill.
Your Annual Quantity is a figure which shows your gas usage for the last twelve months and can be found in the gas section of your bill.
What is my serial number and MPAN and/or MPRN?
Each meter serial number can be found on your bill alongside the charges for the corresponding fuel.
Your MPAN is a Meter Point Administration Number and can be found next to your electricity charges.
Your MPRN is a Meter Point Reference Number and can be found next to your gas charges.
I have been billed for time that I wasn't in my property/had moved out
If you think you have been billed for time that you weren’t in the property please check the consumption charges page which tells you the exact dates you have been charged for.
If the consumption dates aren’t accurate please email your tenancy documents to email@example.com and we will ensure this is corrected.
How do I request a copy of my bill?
To get a copy of your bill online please go to your My Account portal and click on the ‘Bills & Payments’ header. Once you’ve clicked this, you can scroll down to your bills and press the download arrow to get a copy.
If you’d like a copy of your bill by post please get in touch with firstname.lastname@example.org and we’ll send a new copy out.
When do I need to pay my bill?
The front page of your bill will provide the date that your payment is due.
When will I receive my final bill payment?
Your final bill can take up to 6 weeks to produce as we need meter reads from your new supplier to ensure accuracy. Once the final bill has been issued, it usually takes around two weeks for any credit payments to be refunded.
Why is my bill showing negative consumption?
Negative consumption will be shown if we have estimated your usage as too high on a previous bill, which may occur when meter reads are not provided regularly. Due to this, your next bill will show the negative consumption which allows your account balance to be corrected.
My bill starts or ends with the wrong start or final read
Please firstly check your old/new suppliers bill to see if the reads are the same. If you disagree with the reads please contact the new supplier to advise that the bill shows the wrong reads. Please also contact the previous supplier to inform them about the wrong read.