Help & Support


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. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Before your call take a note of your meter reading and preferably a picture, as we will use this to ensure that your account calculations are correct. This is particularly important if you have received an estimated bill or if you’re moving house.

Direct Debit customers

If you pay by monthly Direct Debit your account will sometimes be in credit if you've used less energy than your monthly payment amount. This usually balances out in months where you use more energy (so you don't pay higher bills in winter than in summer).

If a statement shows you're in credit that could be due to the season. For example, you may have built up a credit during the summer that you'll need to pay for the extra energy you may use during the winter - that's why we don't issue a refund automatically.