Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.

If you pay by Direct Debit and your account builds up a credit over a certain amount, then we may refund you automatically.

If you think you may have a credit on your pay as you go meter when you leave your property you’ll need to contact us. Make sure you give us a meter reading from the day you move so we can make sure your account is billed accurately.

When you switch to a new supplier, we get your final reading from them. We use this read to close your account and produce your final bill. Then we’ll automatically refund any credit you may have left. If you pay by Direct Debit and keep it open, we’ll refund the credit straight to your bank account. Otherwise we’ll send the refund as a cheque.

We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. You can check the date on your last bill to give you an idea of when your next bill is due.

If you’ve got an online account, we’ll tell you the two week period when your next bill is due. Your bill could be created anytime between these two dates. If you’ve checked and are still concerned, get in touch so we can help.

If you need a little extra help understanding with your bills, we’re here to help. Check out our guides to understanding your bill or you can contact us and one of our expert advisers will be happy to help.

Register for an online account and attach your gas and/or electricity account(s) to it.

Give us a meter reading when you've logged in and we'll give you an up to date balance straight away.

Just like your bank account a debit is a deduction, like a bill. On your account balance it means you owe money. A credit is an addition, like a payment you’ve made. On your account balance a credit is money we owe you or it’s to cover your energy use in the future. Debit means that there is less money in your account than the account balance. Credit means there is more money in your account than the account balance. The word ‘credit’ will also show next to any payments you have made to us since your last bill, or a discount that has been applied to your bill.

It’s quick and easy to set up, all you need is your bank account number and sort code. You can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

We review your account at least once a year to make sure you’re not paying too much or too little. You’ll still get regular statements so you can keep an eye on how much you’re using.

It’s important we have accurate meter readings to help us check you’re paying the right amount for your energy. If you’ve received an estimated bill, then check the reading on your meter and let us know what it is. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us.

We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, take a meter reading, then you can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

If you have an online account:
Log into your online account and click on the 'Your accounts' tab, just under your name. You'll see some of your account details and a little further down the page there's a section for meter readings.
Just put your meter reading in and we'll give you an up to date balance straight away.

If you don't have an online account: You can give us a meter reading using our online form. This can take up to five working days for your account to be updated.

Some meters used in business premises look like domestic meters, but there can be differences. So we’ve put together a guide to reading your meter to help you.

Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.