Bills & Payments

I'm having difficulty paying for my electricity, what options are available to me?

Q: How is my Monthly Direct Debit calculated?

If we have your historical energy consumption, we will forecast your energy costs for the next 12 months. If we do not have historical data, we will calculate your monthly payments based on some property details e.g. property type – detached, flat, number of bedrooms, number of rooms in total and number of occupants. This cost is then split into equal monthly amounts to enable you to make regular instalments instead of having to pay the entire bill in one payment each quarter. We’ll send you a letter to confirm your monthly amount and the date on which your Direct Debit will be taken. If for any reason you need to change your payment date, you can do this in your online account . To discuss changing the amount simply contact us and we’ll be happy to help.

Q: When will my Direct Debit come out of my account?

Monthly Direct Debit 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 this date falls on a weekend or a bank holiday, it will be collected on the next working day). Quarterly Direct Debit 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).

Q: How do I change my Direct Debit amount?

Please contact us 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. It may be helpful to have an up-to-date meter reading when contacting us.

Q: What if I miss a Direct Debit payment?

If you miss a Direct Debit payment, we'll send you a letter or email to let you know and request that you make payment within 5 working days to remain on Direct Debit. Unfortunately, if you do happen to miss a payment and fail to pay the amount, the Direct Debit discount shown on your last bill will be cancelled. You can make payments today with your online account.

Q: I have credit on my account. Why has this not been refunded?

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 you've built up more than £50 of credit on your account, we'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated. If you've built up a credit of less than £50, we'll keep this on your account and use this when calculating your future payments. However, if you'd prefer to have this money back, you can ask us to give you a refund as long as your most recent bill was not estimated. 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.

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Bills & Payments
Financial support

If you’re having difficulty paying for your electricity, we’re here to support you. Our specialist Payment & Account Resolution Team can help you explore payment options and tariffs that may better suit your circumstances and needs.

We understand how challenging financial difficulties can be, and we’re here to listen without judgment. We offer practical solutions, including:

Short-term payment plans to help you manage your bills.
Monthly Direct Debit options that include a discount. Click here for Direct Debit help and support .
Pay-As-You-Go (PAYG) Keypad meters, allowing you to manage and control your energy usage. Click here for Keypad help and support.

Here’s how you can get in touch:

Call us on 028 9068 5853 (Monday to Friday, 9am to 5pm).
Email us at [email protected], including your account number.

Let’s work together to find the best solution for your needs.

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Bills & Payments

I'm having difficulty paying for my electricity, what options are available to me?

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