Help & Support


Billing FAQs

When do I have to pay my bill?

The 'payment due date' is indicated on the top of the bill. This is generally 14 days after the bill is produced.

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Can I get a refund?

Yes, we can refund the credit from your most recent bill to your bank account if you pay your bill by Direct Debit. If you do not pay by Direct Debit then you can receive your refund by cheque. To request a refund please give us a call on 03457 455 455 and we will review your account.

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Where is the Giro slip?

You’ll find your Giro payment slip at the back of your bill. You can bring this to any bank, Post Office or PayPoint outlet.

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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 bill.

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If I receive an estimated bill how can I get an accurate one?

Simply call us 03457 455 455 and provide us with your customer account number and an up-to-date reading. We’ll be happy to process your reading to produce a revised bill for you. Please try to provide us with an accurate reading as soon as possible after you receive your bill.

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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 for our paperless billing service Energy Online.

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