Help & Support

Billing

I'm struggling to pay my bill

If you're having problems paying a bill, the first thing to do is call us on 03457 455 455 as soon as you start having difficulty. The sooner we know there’s a problem, the sooner we can find a solution. Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

We understand that there are times when customers experience genuine financial hardship and we will work with you to find the best arrangement for payment. If requested by you, we will engage with third party agencies or charities to find a solution and we will treat your information in strict confidence.

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.

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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 credited to your account.

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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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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.

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How do I read my meter?

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

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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 get extra discount) or paying on receipt of discount.

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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?

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.

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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.

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