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  • What do I get by paying with Direct Debit?

    Direct Debit is the cheapest way to pay
    Pay with monthly Direct Debit and we’ll take up to £80 (£40 per fuel) off your energy costs**. And switch to paperless billing and you could save an extra £12† off your gas and electricity.
     
    You can relax when your bill is due 
    Now and then an unexpected bill arrives, with Direct Debit we’ll take the pain away. We’ll estimate how much energy you’re likely to use in the future (based on your information) and spread the cost of your gas and electricity over 12 months to arrive at your monthly Direct Debit amount. This should cover your annual costs over the year. 
     
    You’re in control 
    You choose the payment date and you’re always protected by the Direct Debit guarantee.
     
    We’ll keep an eye out for you
    Every year we review your payments so that they’re just right. We’ll look at your costs and what we think you’ll use in the future. Then we’ll let you know if your payments need to change (we’ll tell you on your bill or by letter before we do). 
     

     

  • Please note: If you have a Green Deal agreement in place, any prices or discounts quoted do not include your Green Deal payments.

  • I want a Direct Debit and have more questions

    How do I set up a Direct Debit?

    Use our Direct Debit form to give us your details online.

    What information do I need to set up a Direct Debit?

    You’ll need:
    • Your personal details
    • Your house number and postcode
    • Your customer account number, if you have it
    • Your bank account number
    • Your bank sort code
    • A meter reading (so we can make sure you’re paying the right amount)

    I have a debt on my account, can I still get a Direct Debit?

    Yes in a lot of cases. And we may be able to spread repayment of the debt over a period of time.
    If the debt is only from a bill you’ve just had, use our Direct Debit form. Otherwise, contact us and we’ll be happy to discuss your payment options.

    When do I start getting my Direct Debit discount?

    As soon as we’ve set up and activated your Direct Debit payment plan. You’ll see the discount on your next bill.

    How do I switch to paperless billing to get the extra discount?

    If you already have an online account with us, log in, click on your gas or electricity account, then click the paperless option. 
    Otherwise, register for an online account and we’ll switch you to paperless billing automatically.

  • Help with your existing Direct Debit

  • My payments are changing

    Why have you changed my payments?

    We review your payments at least once every year to make sure you’re paying the right amount.
    The amount of energy you used in the last year may have changed. This could be because of lifestyle changes, the appliances you have and the weather. Also if our prices have changed, they’ll affect the cost of your energy. 
    Sometimes we don’t have enough actual meter readings to estimate your energy needs.

    My new Direct Debit amount is wrong.

    When we review your payments, the amount may go up or down, based on what you’ve used previously. Changes in lifestyle and weather can have a big effect on your energy bills. And if there are estimated meter readings on your account it may have affected our review.
    If you think the new amount is wrong, take a meter reading and ask for a review using our Direct Debit form.

    How have you worked out my monthly payments?

    We work out what you’ll use over the next 12 months mainly based on the energy you’ve used previously. Then we’ll calculate the cost, take off any discounts you get and divide by 12 to get your monthly amount.

    I wasn’t told my Direct Debit payments were changing.

    We’ll always let you know, in advance, that your payments are changing. Most of the time you’ll see a message on your most recent bill. Or sometimes we’ll send a separate letter to tell you.

    Why are you increasing my Direct Debit when I’m in credit?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    When we review your payments we look at how much energy you’ve used previously and estimate how much this will cost in the future. If this amount is going up, we’ll increase your payments to make sure your bills are covered.

    Can you change my Direct Debit payments without my permission?

    Yes, we can change your payments as long as we tell you in advance. This gives you time, if you need to, to get in contact with us to discuss the new amount. 

    How do I change my Direct Debit payment amount?

    Take a meter reading from your gas and electricity meter (it helps us to check how much energy you’re using). 
    Then ask for a review or suggest a new amount using our Direct Debit form.

    How often do you review my Direct Debit payments?

    We review your payments at least once every year.

    I’m paying by Direct Debit, how do I have a credit on my account?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    In the summer you’ll use less energy, so when the summer ends you may have a credit on your account. That credit will be used up in the winter when more energy is used for heating and lighting.

    I’m paying by Direct Debit, how do I have a debt on my account?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    In the summer you’ll use less energy, so when the summer ends you may have a credit on your account. That credit will be used up in the winter when more energy is used for heating and lighting.

    I can’t afford my Direct Debit payments, what do I do?

    If you’re having difficulties paying for your bills, we’re here to help. The best thing to do is get in contact with us. We’ll work with you and do our best to find an affordable solution for you.

  • I have a credit or debit balance on my account

    I’m paying by Direct Debit, how do I have a credit on my account?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    In the summer you’ll use less energy, so when the summer ends you may have a credit on your account. That credit will be used up in the winter when more energy is used for heating and lighting.

    I’m paying by Direct Debit, how do I have a debt on my account?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    In the summer you’ll use less energy, so when the summer ends you may have a credit on your account. That credit will be used up in the winter when more energy is used for heating and lighting.

    How do I change my Direct Debit payment amount?

    Take a meter reading from your gas and electricity meter (it helps us to check how much energy you’re using). 
    Then ask for a review or suggest a new amount using our Direct Debit form.

    I’ve got a credit on my account, can I get a refund?

    Take a meter reading, then use our refund form to ask for one and we’ll check to see if you’re eligible.
    Important
    Sometimes it’s normal to have a credit on your account, for example, if you’re due a bill soon or to cover the higher energy use during the winter.

    I can’t afford my Direct Debit payments, what do I do?

    If you’re having difficulties paying for your bills, we’re here to help. The best thing to do is get in contact with us. We’ll work with you and do our best to find an affordable solution for you.

  • I want to cancel my Direct Debit

    How do I cancel my Direct Debit?

    Take a meter reading, then get in contact with us. 
    We’ll use your meter reading to update your account and discuss how you’ll be paying your bills in the future. 

    What happens after I cancel my Direct Debit?

    When you speak to us, we’ll let you know the ways you can pay your bills in the future. 
    If you have a debt on your account and you don’t have a payment plan, like Direct Debit, you’ll need to pay the balance in full. 

    I’m changing to another supplier do I need to cancel my Direct Debit?

    No, when you receive your final bill, we’ll automatically refund any credit or take a one off payment for the final balance. 

    I can’t afford my Direct Debit payments, what do I do?

    If you’re having difficulties paying for your bills, we’re here to help. The best thing to do is get in contact with us. We’ll work with you and do our best to find an affordable solution for you.

  • *We may monitor your call to help improve our customer service.
    **Pay by Direct Debit and get an annual discount of £40 per fuel, deducted from your standing charge. Discounts are inclusive of  VAT.
    †Choose paperless billing and get an annual discount of £6 per fuel, deducted from your standing charge - the following tariffs are excluded: energyplus Care, M&S Energy, Woolwich Domestic Heat, EDN, EBICO and all prepayment meter customers.     Discounts are inclusive of  VAT. 

     

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