Information for Keypad customers
From 11 November, when you buy a top-up you will receive a 40 to 60 digit price change code. Please enter the full code into your meter. If you're experiencing issues topping up, please email us. Our customer care team are responding to emails 9am to 8pm during the weekday and 9am to 1pm over the weekend.
If your bill is higher than you expected there are several reasons why this might be.
Was your last bill estimated? It may have been a low estimate and this bill is ‘catching up’. Estimated readings are based on past billing history and are usually accurate. If you think an estimated bill is not accurate please call us with your own readings on 03457 455 455 (choose option 4)
Are you comparing a winter bill to a summer bill? Energy bills are typically higher in winter than in summer months.
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 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 direct debit or non-direct debit.
If none of these examples apply and you are still concerned we will look into this for you. Visit the contact us page to get in touch.
