Help & Support
Direct Debit
I don’t have enough money in my account to cover my Direct Debit.
If you think you may not have enough in your account to cover the Direct Debit, call us on 03457 455 455 and we’ll be able to provide advice on the options available. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.
Related questions
What are the Direct Debit options?
There are two options available if you prefer to pay by Direct Debit: Quarterly and Monthly Direct Debit.
How do I set up Direct Debit payments?
It only takes a few minutes to set up Direct Debit. Simply call us on 03457 455 455 and we’ll be happy to help. Remember to have your bank details (account number and sort code) handy.
How is my Monthly Direct Debit calculated?
If we have your historical energy consumption* we will estimate and forecast your future energy cost for the next 12 months. If we do not have historical data we will calculate your new monthly payment based on some property details.
When will my Direct Debit come out of my account?
If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the agreed collection date (between 1st and 28th of the month). If you pay by Quarterly Direct Debit your payment will be collected as per the ‘Payment due’ shown on your bill (this is 14 days after your bill was issued).
How do I change my Direct Debit amount?
Please call us on 03457 455 455 if you need to change your Monthly Direct Debit payment amount. We’ll review your electricity costs and recommend the best payment amount for you.
How do I change the bank account my Direct Debit is taken from?
Please call us on 03457 455 455 if you need to change your bank account details. You should never send any bank details using email.
Can I change the date my Direct Debit is taken?
If you need to change the date of your Monthly Direct Debit please call us on 03457 455 455. You can choose a payment date between the 1st and 28th of each month. 8 working days notice is needed for the change to take effect. Customers who pay by Quarterly Direct Debit can’t change their payment date as it will automatically be made 14 days after the date on the bill.
Why has my Direct Debit changed?
We try to average out the amount you're paying each month over a 12 month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly.
What if I miss a Direct Debit payment?
If you miss a Direct Debit payment we'll write to you to let you know and request that you make payment within 5 working days in order to remain on Direct Debit. Unfortunately, if you do happen to miss a payment the Direct Debit discount shown on your last bill will be cancelled.
My Direct Debit payment hasn’t been taken out.
If your payment was due on a date which falls on a weekend or a Bank Holiday it will be collected on the next banking day. If your Direct debit payment hasn't been taken, please give us a call on 03457 455 455, so that we can look into this for you.
