Important information
From 6 Oct, eligible customers will automatically receive the government-funded £63 HEDS credit on their bill or next Keypad top-up. There’s no need to contact us. Read more.
You can discuss a refund by getting in contact with us. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes. Please be able to provide an up-to-date meter reading when getting in contact.
We want to help you manage your energy costs, so we try to spread your monthly Direct Debit payments evenly throughout the year.
If a statement shows you're in credit that could be due to the season. For example, you may have built up a credit during the summer that you'll need to pay for the extra energy you may use during the winter - that's why we don't issue a refund automatically.
At your annual review:
If your account is in credit at your annual review, we'll automatically check whether you're eligible for a refund. A number of factors are considered as part of this review, including whether your most recent bill is based on an actual meter reading rather than an estimated reading. Any refunds will be paid directly into your bank account.
It’s important to know that, if we refund a credit we may increase your monthly payments to make sure you're paying the right amount in the future. Please note: If your next bill is due in the next 3-4 weeks a refund may not be possible.
Still have questions?
Our team of energy experts would be happy to answer any questions. We’re here to help.
Contact us
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