Paying Your Bill

Understanding Your Bill

You can view our handy Bill Explainer to help you understand the information in your bill.

If your bill is higher than you expected, it may be due to one of these reasons:

• Is it an estimated bill?
  If you haven't given us a meter reading recently, we may have estimated your bill. We will adjust your bill if you provide us with a meter reading within 14 days.
• Are there more days in this bill period?
  It may have been a longer month or there may have a bigger gap between meter readings. Have you got a balance brought forward? If you didn't pay your bill in full last time, the remaining amount will show on this bill.
• Have you recently changed tariff?
  If the tariff you were on has ended or you've changed tariff your bills are likely to change. We'll contact you when your tariff is coming to an end to discuss your options.
• Has there been a price increase during the time of the bill?
  If energy prices have gone up this may have affected your charges.
• Are you using more energy?
  If you have more people at home, have bought some extra appliances or if it's got colder, you may simply be using more gas and/or electricity.
• Have you had your appliances checked or serviced recently?
  An old inefficient appliance will use more energy, and may need to be replaced.
• Was your recent meter reading wrong?
  If we read your meter or you sent us a meter reading, there's a slight chance it may have been wrong. Submit another meter reading online here or simply click here to access the online portal, log into your online account, and follow the instructions you find there. 

What to Do if You Can't Pay

If you’re finding it difficult to pay for your gas and electricity, we are here to help. Just give us a call to tell us about your circumstances and we will be happy to talk you through your options. 
 

There are lots of ways that we can help you to manage your energy payments, including:

• Establishing a regular Direct Debit

• Setting up a regular installments 

• Installing a prepayment meter

• Enrolling on the Fuel Direct scheme - find out more here

• Applying for funding or energy saving measures

• Access exclusive discounts on energy saving devices with Perks Rewards or via SaveMoneyCutCarbon

• Access to expert advice or viewing energy saving advice online

If you are having problems, please let us know as soon as possible by calling us on 0333 023 0142. Just make sure you have your account number and an up-to-date meter reading to hand.