Frequently Asked Questions
To refund credit in your account, we’ll need an up-to-date meter reading. This is to make sure your balance is accurate. Readings can be submitted using your online account, our app, or by sending an email to firstname.lastname@example.org.
Once we’ve received your reading and created an up-to-date bill, you’ll know how much credit is on your account. Don’t forget that, if your Direct Debit is set at the correct level, you should always have between 1 and 2 months’ credit in your account to stop you falling into debt.
If you have more than 2 months’ credit in your account and would like a refund, please get in touch with our Customer Care team so they can arrange a refund for you.
A Direct Debit lets you spread your costs across the year, rather than paying large bills in the winter. You are also protected by the Direct Debit Guarantee.
If you would like to set up a Direct Debit, please have your bank details handy and give our Customer Care team a call on 0808 281 2222. It may also help to take a meter reading before calling us, so we can set your payments at the correct amount.
We review Direct Debits every three months, to ensure your payments are covering your energy consumption as required by Ofgem. Our calculations will be based on your meter readings if we’ve received them, or on estimated usage if we haven’t.
This doesn’t mean we’ve changed the price you pay for each unit of energy you use – simply that your Direct Debit was too low (or too high) to pay for the energy you’re using.
The best way to make sure you’re paying the correct amount is to provide meter readings once a month via our portal or app. If your annual energy consumption is getting lower, we’ll reduce your payments as part of future reviews.
Remember, Direct Debits are reviewed to ensure you don’t fall behind on your bills. If you’d like advice on reducing your energy consumption, you’ll find it on our Energy Efficiency page.