Information for Keypad customers
From 16 June, when you buy a top-up you will receive a 40-60 digit price change code. Please enter the full code into the meter. If you're experiencing issues topping up email us at [email protected]. Our customer care team are responding to emails 9am to 10pm on weekdays, and 9am to 1pm over the weekend.
Your Monthly Direct Debit is reviewed annually and 6 monthly if it falls within certain parameters.
If we think you're paying too much, or not enough, for the energy you've used and what you're likely to use in the future then we'll adjust your Monthly Direct Debit accordingly. We'll let you know about this by email or letter and give you at least 10 working days’ notice of the change.
If you’re paying too much, a refund will be returned to the bank account the payments are taken from. This applies when the balance on the last bill is more than £50 of credit. We'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated.
Any credit balances of less than £50 are included in the revised monthly calculations.
You can amend your monthly Direct Debit in our online account if you feel you are paying too much, or not enough, for your energy and we can review it. Alternatively you can contact us.
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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