Understanding your 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.

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.

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

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.

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

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

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

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.

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