Help & Support

Billing

My bill is higher than usual

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

  • Was your last bill estimated?( it may have been a low estimate and this bill is ‘catching up’ )
  • Are you comparing a winter bill to a summer bill? Energy bills are typically higher in winter than in summer.
  • Have your circumstances at home changed, for example a family member returning from University or perhaps the arrival of a new baby? This can increase the amount of electricity used around the home.
  • Have you installed any new equipment or increased the use of existing appliances, such as a tumble drier or an electric heater?
  • Has there been a tariff increase since the last bill was issued? You would have received a letter informing you about this.
  • Do you have a faulty appliance? Have you had an electrician check this?

For more information on understanding your bill

For more information on how you can save money on your electricity bill

If none of these examples apply and you are still concerned please call us on 03457 455 455 and we will look into this for you. Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

Related questions

Billing

Understanding my electricity 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.

Read More

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 credited to your account.

Read More

My bill is higher than usual

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

Read More

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.

Read More

How do I submit a meter reading?

A separate company, Northern Ireland Electricity Networks provides the services for meter reading. If you miss the meter reader you can submit your meter reading online, provided that it's only been a day or two since they called.

Read More

How do I read my meter?

Read our instructions below on how to read common meters including, standard, keypad and clock.

Read More

What are the options for paying my bill?

The three main options for paying your bill are Quarterly and Monthly Direct Debit (and get extra discount) or paying on receipt of discount.

Read More

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.

Read More

Can I get a refund?

To request a refund please give us a call on 03457 455 455 and we will review your account. 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. 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.

Read More

How can I tell if my bill is estimated?

If your bill is based an estimated reading the letter ‘E’ will be shown beside the meter reading on page 2 of your bill.

Read More

Call us