Residential Help & FAQs
Get help with your bills and payments.
What you can do online.
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.
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 or Twitter 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.