Get help with your energy bills and payments.
Understanding your electricity and gas bill.
We're here to make your energy bills as simple as possible to read. There are several important bits that you should check when you do receive your electricity and gas bill:
Previous balance - This is the balance of the energy bill you had before.
Charges - How much electricity and/or gas that you've used plus any standing charges.
Payments - How much you've paid since your last electricity and gas bill.
Balance - This is the balance due for payment.
If you pay by Direct Debit then you'll see the list of monthly payments you've made and the balance is there to show you whether you're in credit or debit. Normally you'll be in credit in the summer months and debit in the winter months when your energy usage is higher.
You'll also be able to see all of the calculations on your bill, including your current energy prices as well as the details for your electricity and gas meters. If you've switched tariff since your last bill then you'll see separate calculations based on the different energy prices.
Standing charges are a fixed daily amount that customers have to pay, no matter how much energy you use. The charge pays for costs such as government schemes to help reduce carbon emissions and fuel poverty, connections to and maintenance of the energy network as well as service administration charges. You can read more about standing charges on our blog.
How do we bill?
As your energy supplier, we don't believe in nasty surprises so, by getting accurate meter readings every month, we can see how many kWh you're using and make sure you're only paying for the energy you use.
If you don't want to give the meter readings yourself, why not get a smart meter? They're free and easy to book.
Why your bills can go up and down with a fixed tariff.
Don't worry, this is perfectly normal. The fixed part of your tariff refers to how much you pay for each kWh of electricity and gas you use. So you'll always be charged the same amount for each kWh, you'll just use more over winter when you've got the heating on.
If you're on a variable tariff then the price you pay per kWh will generally change every 6 months. The costs for this are based on the price cap set by Ofgem.
You can fix your energy prices anytime with us, either online or by getting in touch.
Here are the most asked billing and payment questions.
I think my bill is wrong, what can I do?
First take a look to see if we’ve used your actual meter readings or our estimate of how much energy we think you’ve used, to calculate your bill. If your bill is estimated, send us a meter reading and we’ll update your account. If your bill isn’t based on an estimated reading or if something still feels amiss, get in touch and we’ll look further into this for you. Don’t panic, we’ll get it sorted.
Am I in credit or debit?
On your bill, a debit balance will be shown with a DR after it, for example: £45 DR. However if you’re in credit then your balance will show as £45 CR.
Where is my bill?
You can view and download up to two years worth of bills through your online account. If you've recently given us meter readings and are expecting a bill, then it's just to let you know that this can take up to 2 weeks to be generated.
Why do you want to increase my Direct Debit?
We'll need to increase your Direct Debit to cover your energy use so that you don't end up in debt. We regularly check how much electricity and gas you're using to make sure that you're paying the right amount. If you've not given us a meter reading in a while then your Direct Debit could be based on estimated use, so we recommend sending us one as soon as you can.
Can I change my Direct Debit amount?
If you feel that you’re paying too much or too little and aren’t sure if this is right or just want some extra guidance, get in touch and we can look at changing this for you. We’d always just ask you to remember that your Direct Debit amount is based on 12 months of usage divided into equal payments, plus an amount to help build up a healthy credit balance and avoid going into debt in the winter.
Why do I have an estimated bill when I have a smart meter?
When your supply moves over to E.ON Next from npower/E.ON/Powershop we temporarily lost connectivity with your smart meter. This connection is re-established within a few weeks of your switch but sometimes this could mean you get an estimated bill from us.
This could also be because we didn't get the meter readings from your meter this month due to technical issues. You can send us your meter readings through your online account so we can get you an accurate bill.
How do we share your information with the credit reference agency?
When you join us we'll perform a credit check. This is a full credit check (commonly known as a hard search). The impact this has on your credit score is minimal, providing you don’t have too many hard searches within a short space of time. A full credit check will stay on your credit report for 12 months.
This credit check provides us with your current credit score. This enables us to tailor our products and services to you.
After you’ve joined us, we’ll start sharing your payment performance too. If you pay on receipt of bill and you’re up to date with your payments or you pay by monthly Direct Debit, this will have a positive impact on your credit score.
It's important that you pay within the due date of your bill because if you’re late paying, this could impact your credit score negatively:
If you’re late paying your bill, we’ll report this to the credit reference agency in increments of months i.e. if you’re one month late, we’ll report a 1 status and so on.
If you don’t pay your balance within two months, we’ll issue a default notice. This will advise that you have until the end of the month to either clear your balance in full or set up an arrangement to clear the arrears. If you set up an arrangement, we’ll report this to the credit reference agency.
If your balance is overdue and you agree an arrangement to pay your debt over a period of time, we’ll share an arrangement status with the credit reference agency. This tells other lenders you’d fallen behind, but are actively taking steps to clear that balance. Whilst this doesn’t have a positive impact on your credit score, it’s not as impactful as a late payment status.
If you’re unable to clear your balance or set up an arrangement, please contact us before the due date on the default notice. We will do what we can to support you. If you don’t contact us by the due date, we’ll report your account as defaulted to the credit reference agency. A default is quite severe and will stay on your credit report for 6 years, even if your balance is paid before the 6 years is up. This will impact your ability to obtain credit elsewhere so it’s really important you contact us if you’re having issues before the default is applied.
If you have a prepayment/PAYG meter installed for debt, we'll share the arrangement status with the credit reference agency until the debt is repaid. If you have already defaulted and then a prepayment/PAYG meter is installed, we'll continue to report your credit file as defaulted until the balance is repaid.
If you cancel your Direct Debit and have a debt balance two months older or greater, we'll issue you a default notice requesting a payment method is reinstated or payment in full is required.
If you're paying below consumption, and have a debt balance two months older or greater, we'll issue you a default notice requesting a payment method is reinstated or payment in full is required.
What payment methods do you offer?
We want to make energy easier for you and that’s why we recommend setting up a Direct Debit to pay your bill, as it’s super easy to manage your online account. Did you know you could also save money when you pay by Direct Debit? So if you’d like to set one up, please get in touch.
We also offer the following payment options. If you want to pay with one of these other payment methods, just get in touch and we’ll be happy to help:
Card payments via your online account or over the phone.
Pay us directly from your bank account using your E.ON Next account number as the reference. You can find this on your bill as well as any emails or letters we've sent you. Our bank details are: Account number: 70257647. Sort Code: 60 80 09.
You can pay by cash at your local Post Office, Payzone and PayPoint. You'll just need the barcode off your bill.
By cheque. Please make your cheque payable to E.ON Next, write your E.ON Next account number (e.g. A-12B2555B) on the back then post it to us at E.ON Next, PO Box 10909, Nottingham, NG1 9NJ.
Why are you notifying me that my Direct Debit is due?
I don’t want to receive my bills online, what can I do?
We strive to be a renewable company, so we’ll use every opportunity to be greener. If we have an email address for you, you'll get your bills by email automatically and they'll also be sent to your online account. If this doesn’t work for you please let us know.
Can I pay my bills online?
We can take payments online - log in to your account to make a payment.
Will I pay the same amount each month?
We’ll only change your Direct Debit payment if the amount you’re paying isn’t going to cover the cost of your yearly energy usage, or is out of line with your overall debit or credit balance.
When we say your tariff is ‘fixed’ we’re referring to your unit rate and standing charge (i.e. these two parts make up the cost of the energy you use), which will remain the same for the length of your fixed tariff.
When you begin your journey with us, we have to estimate your monthly payment information from your quote and your previous supplier. We only get access to your previous supplier’s data after your switch, due to data protection guidelines. So you may have ended up using more or less energy that we initially anticipated. This means you may build up credit or debit on your account.
We’ll email you if we think you need to adjust your Direct Debit to avoid being off-track with your payments.
You can check all the important stuff like your balance, payment details and bills in your online account.
What is Payment Adequacy?
A review of your monthly payment that checks to see if the amount you’re paying is right or not. It’s as simple as that.
Every time we bill your account, our system will automatically review your current payments to make sure you’re paying the right amount. If we notice that your monthly usage is higher than the payments you’re making, we will send you an email to advise that your payments need to increase.
You may also receive this email if the credit amount you have built is too small - so you don’t fall into debt over the coming months.
The email will explain how you can get back on track to ensure your account is where it should be. This will be done by either increasing your current payments to cover your ongoing usage and pay off the debit balance over the course of 12 months, or making a one-off payment to clear the debit balance and increase your monthly payment so that it matches your ongoing usage.
This is our first line of defence to prevent you building a large debt on your account - but it is your money, you’re in control.
What happens if I am in credit or debt with you?
The amount of energy you use will vary throughout the year. It’s normal for customers to build debt at the end of the winter, or credit at the end of summer. We use this credit built up over the summer months to offset increased usage in winter.
If you see your account rising and are concerned with the amount of debt, this can easily be sorted without having to call us. You can make a one off payment or adjust your monthly Direct Debit through your online account. Set one up now if you haven’t already.
We keep track of your payments and energy usage to ensure you’re not paying too much or too little. To give yourself peace of mind that you’re paying the right amount, it’s really important to provide meter readings every month.
Why can’t I pay by quarterly variable Direct Debit?
At E.ON Next we’re doing things differently to ensure our customers are at the heart of everything we do. We know life can quickly change and no one wants to have an unexpected high bill. So by switching your billing to monthly it allows you to keep an eye on your account, helping to avoid the unexpected.
How will E.ON Next bill me?
We know life can quickly change and no one wants to have an unexpected high bill, so we'll bill you whenever you submit a meter reading. There are a few exceptions. If you don't have a smart meter, we'll email you every month to remind you to send us a reading. Don't worry if you can't send us a reading now and then.
If you pay a fixed amount by Direct Debit we'll send you an estimated bill if we haven't received a meter reading for three months. But if you usually pay when you get your bill then we'll send you an estimated bill every month if we haven't received a meter reading from you.
How do I keep my account healthy?
First of all - don’t worry, it’s perfectly normal for your balance to go up and down throughout the year. We expect to see our customers use more energy when it’s colder and less when it’s warm, so don’t be alarmed if your account is in debt at the end of winter or in credit at the end of summer.
To make things easier we ensure you pay the same amount every month, so the credit you build over summer offsets your increased usage in the winter months.
If your account is building too much debt for comfort, this can easily be sorted in two ways:
Make a one-off payment of the outstanding balance and change your payment amount to match your ongoing usage
Increase your payment amount so that it pays for your future usage, as well as pays off the debt over the next coming months.
You can do this in your online account or by getting in touch.
For your own peace of mind, we'll always keep track of your payments and energy usage to ensure you’re not paying too much or too little.
If you think you’re building too much credit, there are a few things we'll check to see if you're eligible for a refund.
First, have you had a bill within the last week or two? The credit showing may not reflect what you've used since your last bill.
Is your bill based on estimated readings? If so, then we'll need you to send an up to date meter reading, even if you have a smart meter.
If this is all up to date and you still think you've got too much credit, we'd normally recommend that you keep some credit in your account, to help stop you going into too much debt in the colder winter months or in case any of your circumstances change.
If you’ve ticked all these off, you can email email@example.com for a refund - just bear in mind that your credit builds up ready for those chilly months.
Why isn’t my barcode showing on my bill?
Don't worry if your barcode isn't showing, you can use one from a previous bill as it's always the same on every bill.
Want to make your life a bit easier? Why not take a photo of your barcode on your phone so you can show it to the shop and save having to print off your bill.
Do you offer discounts for dual fuel customers?
Unfortunately we don’t do discounts. Here at E.ON Next we don’t think it would be honest to penalise single fuel households or force customers to switch both their electricity and gas to us.
To keep things fair and simple for everyone, we’ve opted to keep everything online - as much as possible. And by taking payments via Direct Debit, it allows us to make super savings that we can pass onto our tariffs for everyone to have access and benefit from the best prices.
The Direct Debit Guarantee
- This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
- If there are any changes to the amount, date or frequency of your Direct Debit, E.ON Next Energy Limited will notify you 5 working days in advance of your account being debited or as otherwise agreed. If you request E.ON Next Energy Limited to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
- If an error is made in the payment of your Direct Debit, by E.ON Next Energy Limited or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when E.ON Next Energy Limited asks you to.
- You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Need a bit more help?
Check out the various billing and payments guides we have to help solve your query. These include help understanding your bill and managing your Direct Debit.
What you can do online.
Still need to get in touch with us?
We've got a number of ways you can get in touch with us through our community forum, social media pages or by phone and email.
Contact us by email.
Drop us an email and we'll get back to you as soon as we can.
Contact us by phone.
If you prefer giving us a ring, know that our lines are open 9am - 5pm Monday to Thursday, 9am - 4pm Friday.
Speech or hearing impaired customers can put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.
We're always still here for you after 5pm or over the weekend if you have an emergency with your prepayment or credit meter. You can either call 0808 501 5088, or you can email us or get in touch on our Social Media channels.