Important information - Keypad customers

Keypad customers will be unable to top up from 9pm on 5 July to 7am on 6 July. This is due to an essential infrastructure upgrade impacting all suppliers. We appreciate your patience and understanding.

Bills & Payments

My bill is higher than usual If your bill is higher than you expected there are several reasons why this might be. Was your last bill estimated? It ma...
I am struggling to pay, what should I do? If you’re finding it difficult to pay your electricity bill, the first step is to contact our Payment & Account Resoluti...
Understanding my bill - direct debit If you're unsure on the different items on your bill see below for a full breakdown. Direct Debit customers Front of bil...
Understanding my bill - non-direct debit If you're unsure on the different items on your bill see below for a full breakdown. Keypad pay as you go Front of...
How can I tell if my bill is estimated? If your bill is based on an estimated reading the letter ‘E’ will be shown beside the meter reading on page 2 of your ...
If I receive an estimated bill how can I get an accurate one? Contact us and provide us with your customer account number and an up-to-date reading. We’ll be happy to process your r...
What is a Pay-As-You-Go meter, how can this help me if I am behind payments? A Pay-As-You-Go (PAYG) Meter also known as a Keypad meter is a great way to budget if you’re struggling to keep on top of al...
How can I check the balance on my account? If you would like to check the balance on your account, you can do this by logging into your online account and viewing ‘acc...
Can I view my bill online? You can view your bill online and access lots of other benefits (including savings of up to £60* per year) by registering fo...
How do I estimate my next bill? Our online billing service on your online account has a handy bill calculator feature which you can use to estimate how ...

«
1
2
3
»

Back to categories

Billing FAQs

Customer support icon

Customer Support FAQs

Keypad FAQs

Meter reading icon

Meter Reading FAQs