To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on email@example.com.
With a monthly fixed Direct Debit, the same amount of money comes out of your bank account on the same day each month. We base this amount on what we know about your energy use, using either the figures you give us when you get your first quote or your six-monthly energy review.
Of course, you'll use more energy during the winter months and less in the summer so we factor this into your monthly payments as well. Direct Debits are a good way to spread the cost of keeping your home warm throughout the year.
We’ll review the amount you pay by Direct Debit every six months. If your monthly payments are higher than you need for your actual energy use then you’ll build up credit on your account and we’ll reduce the Direct Debit amount.
If your monthly payments aren't enough to cover the energy you use, we’ll write to you letting you know we need to increase your payments so that you don’t build up too much debt. We're always trying to make sure our customers pay just the right amount, not too much but not too little.
As the name suggests, when you get a bill you simply pay for the energy you've used. You can do this in a couple of ways:
Variable direct debit
With a variable Direct Debit, you simply pay for the energy you use each quarter. We’ll send you a statement 14 days before we collect your payment, so you’ll still know how much will be coming out of your account.
Some people prefer this to a fixed monthly Direct Debit as they like paying for exactly what they use. Remember, because you’re likely to use more energy in winter, your payment in January could be very different from your one in June.
If you'd prefer to pay your bill manually then you can do that with a credit or debit card.