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.
Getting support with your energy bills.
If you need some advice or resources to help pay your bills, we’re here to help. We have a range of options available, including payment plans and grants, that you can get more information on and see how you can apply.
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?
Where is my bill?
Why do you want to increase my Direct Debit?
Can I change my Direct Debit amount?
Why do I have an estimated bill when I have a smart meter?
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, why we bill monthly 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 social media.
You can contact us by email, Facebook, Twitter or WhatsApp to get a response within hours, we're here to help you 8am - 10pm, 7 days a week. We’ve got all hands on deck and fingers on keyboards to answer questions or concerns as quickly as possible. We promise to reply as soon as we can.
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.