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
- First reminder letter: £12
- Second reminder letter: £20
- 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