Help & Support


Billing FAQs

Understanding my bill

If you're not sure of what the different items on your bill relate to, see below for a full breakdown or watch our quick video guide.

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I'm struggling to pay - what should I do?

Call our Payment & Accounts Resolution Team on 028 9068 5853 or send an email to [email protected] including your account number.

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I received a reminder letter but I've already paid.

If you’ve paid your bill in full or entered into a payment plan within the last seven days the reminder letter may have been posted prior to your payment being received or your plan being set up. If you’ve pad your bill by cheque this can take up to 14 days from the day you posted the cheque to be ...

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My bill is higher than usual

If your bill is higher than you expected there are a number of reasons why this might be.

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How can I reduce my bills?

You can reduce your bills by changing plan, taking a look at our energy saving tips or you can use our home energy check which will provide you with a list of personalised recommendations to help you improve the energy efficiency of your home.

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What are the options for paying my bill?

The three main options for paying your bill are Quarterly and Monthly Direct Debit and payment on receipt which is known as standard billing, where you will receive a bill each quarter and payment is required within 14 days.

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