All you need to do is register for eServices. You’ll be able to view your bills, update your meter readings and make payments. It’s a good idea to have your account number(s) to hand when registering.

Yes, you can pay your bills and manage your account online by registering for eServices.

Once you’re registered for eServices, we’ll send you an email to let you know your bill is ready to view.

Yes - you don't need to worry about anyone else having access to your account details. If at any point you think anyone has learned your password then we’d advise you change it to something no one else knows as soon as you can.

eServices (formerly known as eBilling or online billing) is the name for the online area where you can manage your energy and/or home phone accounts. You can update your meter readings, make payments and view your bills online. You'll get an email when your bill is ready to view and you'll also be able to check your account any time of day or night. You can register for eServices online quickly and easily.

It’s easy to save paper and energy by going paperless. Just log into your online account, go to ‘My online profile’ and the ‘Account details’ tab and you can choose the paperless option.

Yes, log into your online account, choose ‘My accounts’ and then ‘View latest bills’. You can then open your bill in PDF format and save or print it.

Our online system allows you to view up to two years of your previous statements. If you require copies of older statements, please contact us and we’ll happily send them to you. If you sign up when you join us, then your bills section will be empty until you have your first bill.

If you provide your email address on the login page we’ll send you a new password. You’ll need to change this once you’ve used it to log in.

Log in to your account, then go to 'my online profile'. You can change the email address you want us to use for your future bills.

Our website is designed to work with the minimum of fuss. The only additional programs you might need are an up-to-date media player to see our videos and a PDF file reader such as Adobe to view some documents. We'll never request that you download any software directly from our site.

We base estimated readings on a number of things including:

• The amount of energy you’ve used in the past
• The average amount of energy used by customers with similar usage patterns
• Whether it’s summer or winter

If you don’t think the estimates are right, check the reading on your meter and give your meter reading online, contact us online or use our automated Meterline to let us know your reading.

By law we’re required to try and read your meter once every two years. This is for safety reasons as well as making sure that you’re paying the right amount.

We like to read them more often, so your bills are as accurate as possible, and we try to do this every 6 months. If your meters are inside and you’re out when we call, our meter reader will leave a card to let you know we’ve been.

If you’re unsure if your last bill is an estimate or an actual reading, please check your bill. If you don’t have one to hand, or have any more questions, please contact us.

If we receive an accurate meter reading after we sent the original bill, we often send a revised bill using the new reading. This helps to keep your account up to date and make sure you’re not paying too much or too little.

We do our best to make sure that the readings are used for sending you a correct bill. But occasionally mistakes can happen. If you get a bill from us and you think the estimated reading is too high or too low, please contact us with a meter reading. You can give us your reading online or use our free Meterline service.

This could be because your meter has been read since the bill was sent. Don’t worry – just check the meter readings on your latest bill against the reading on your meter.

If you have made a payment, check if it is showing on the most recent bill. If the reading on the new bill is similar to your actual meter reading, and the payment is showing, the new bill is correct.

If the payment isn’t showing, or the new meter reading is very different, please contact us and we’ll let you know the balance on your account.

Any payments made will show on the first bill you received, so it’s a good idea to keep it for your records. The updated bill will show the new balance and any new payments or amendments made since the first bill was sent.

Yes, your revised bill will show a new payment date so you’ll have enough time to pay and still receive the prompt payment discount. You can make further savings, paying by monthly Direct Debit .

The prompt payment discount is worked out at 2.5% off the unit prices. So if your revised bill is higher or lower than the original, your prompt payment discount amount will change.

It depends on which part of the country you live in. In certain areas most major suppliers use the same companies, such as Accuread or Siemens, to read their meters. Our representatives will always carry identification that shows they are contracted by us. If you’re unsure, their ID badge will have a number you can contact to verify this.

We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. If you check the dates that we last billed you, this will give you an idea of when your next bill is due.

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline. We’ll update the meter reading and send you a new bill.

If the meter reading is correct it’s possible that the amount you’re using has changed or that our prices have changed. If you’d like to find out more about saving energy and money, take a look at our energy efficiency advice. You might find it’s easier to save energy than you think.

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline. We’ll update the meter reading and send you a new bill.

If the two meter serial numbers don’t match up, firstly check if your meter has a yellow sticker with any meter change details on it and make a note of these details. Then, whether or not your meter has a yellow sticker, please contact us to let us know about the difference in numbers.

Your meter may be changed if you’ve changed your heating system or price plan, or it’s simply time for it to be updated. When this happens, we’ll contact you to let you know we’re going to visit to change the meter.

You'll get the biggest discount paying with a monthly Direct Debit.

Yes, we can arrange large print bills, talking bills and bills in Braille. For more information, visit our Careline  section or contact us to let us know.

If you’ve made a payment it should show on your account within a few days, so you don’t normally need to let us know. But if you have a payment plan and you made your payment later than you were supposed to, you could contact us  to confirm that your payment plan is still in place.

If you need a little extra help understanding with your bills, we’re here to help. Check out our guides to understanding your bill or you can contact us and one of our expert advisers will be happy to help.

If you’re registered for eServices you can print off a copy at any time by logging in to your account. If you get your bills through the post, please contact us and let us know which bill you need a copy of and we’ll send one to you.

Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.

Please contact us with an up-to-date meter reading, so we can make sure that the balance on your account is correct. If you are due a refund, we can refund you some or all of the balance.
There are times when the credit might be there for a reason, for example on a gas account during the summer where the credit will be building to cover winter gas usage. Contact us if you're unsure of what to do and we’ll be happy to help.

If you are due a refund it’ll be returned to you in one of two ways. For Direct Debit customers it will be sent directly back to your bank account. For all other customers it’ll be sent as a cheque.

Refunds directly to your bank account take 3-5 working days and cheques take 7-10 working days.

It’s quick and easy to set up. All you need is your bank account number and sort code. If you have an online account, log in to your account and go to our Apply Online form. Choose Direct Debit in step 2.

Or you can contact us and one of our advisers will be happy to help.

• We’ll give you a 5% discount off your unit price
• You can spread the cost evenly throughout the year
• It’s easy to manage
• You choose the payment date
• It’s so simple and easy to budget - which means it’s the most popular choice of payment with our customers
• It’s quick and easy to set up. All you need is your bank account number and sort code.

Because it’s so simple and easy to budget, it’s the most popular choice of payment with our customers.

• We'll give you a 4% discount off your unit prices
• It's easy to manage
• Your account will be paid off in full every quarter
• It's quick and easy to set up. All you need is your bank account number and sort code

We base your monthly payments on the amount of energy you’ve used over the last 12 months. We take what you’ve used in spring, summer, autumn and winter and average it out so that you pay a set monthly figure to cover you all year round.

Not been with us for over a year? Don’t worry, just contact us and one of our expert advisers will be happy to suggest a figure based on your lifestyle and the size of your property.

We review your account at least once a year to make sure you’re not paying too much or too little. However you’ll still get regular statements so you can keep an eye on how much you’re using.

It’s important we have accurate meter readings to help us ensure you’re paying the right amount for your energy. To check your meter readings are right, please check your statement. If the meter reading is estimated and you’d like to give us your reading, you can provide them online or give us a call on our 24 hour Meterline.

When we review your account we can change your payments if we need to. But we have to let you know we are making this change, to give you time to contact us if you have any questions. We’ll send a letter or put a message on your bill to let you know.

Depending on the time of year and how much energy you use, your account may go into credit or debit. For example, over the summer months you’re likely to build a credit on your account. This is to help cover larger winter bills. A Direct Debit is based on the cost of your yearly energy usage divided into 12 even monthly payments, to spread the cost over the year. As a result, we may need to increase your payments even if you’re in credit. We always advise you before changing your payment. If you have any questions, contact us and we’ll be happy to help.

We'll always let you know in advance if your payment is changing. We’ll send a letter or put a message on your bill. This gives you time to contact us if you have any questions.

We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, contact us and one of our experts will be happy to review it with you.

To make your move as easy as possible, take a look at our advice on moving home.

You can let us know online or contact us and one of our advisers will be happy to help.

If possible, take meter readings and contact us as soon as you can and we’ll update your account.

Don’t worry, contact us and we’ll be happy to help.

Make sure that you’ve followed our advice for moving home and that you’ve given us meter readings from when you moved in. Contact us and we’ll be happy to help.

Yes, it doesn’t matter where you’re moving to in the UK, we’ll still be able to supply you with energy or talk home phone. You can let us know online that you’re moving  or contact us to let us know that you’d like us to supply you at your new home. Sometimes, we may not be able to supply your property without the meter being changed. If this happens, we’ll let you know.

There are lots of different gas and electricity meters, both normal credit meters and prepayment meters. If you’re concerned about the meter type in your new house, or you’d like to find out more, please contact us and we’ll be happy to help.

Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.

We don’t normally charge for changing a meter. Please contact us and one of our expert advisers will be happy to help.

If your meter needs to be changed when you change your price plan, we can arrange an appointment with you.

You can view our most popular pricing plans or contact us to find the best option to suit you.

If you’ve registered for eServices you can apply online to change your plan. Some plans are designed specifically for a certain type of central heating system and we can advise you of this when you contact us.

Most meters are installed to match the central heating system in your property, so you should already have the right meter for your home. You can find more information on types of electricity meters or you can contact us and we’ll be happy to help.

Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating as you can charge them during the night. Your meter will have two rates - a day and a night rate. Each will record all electricity used during those times.

The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper, letting you heat both your home and your water for less.

For more details you can contact us online or give us a call.

The off-peak hours for Economy 7 vary depending on where you live, but generally they run between 11:30pm and 6:30am during the winter and 12:30am to 7:30am during the summer.

For more details or to find out the exact hours for where you live, you can either contact us online or give us a call.

Economy 10 gives you ten hours of cheaper electricity overnight. It’s specifically designed for use with electrically-heated wet radiator systems.

Your meter will have two rates - a normal rate and a low off-peak rate. Each will record all electricity used during those times

The normal rate is more expensive than our General Domestic, but the low rate is much cheaper, the more electricity you use during the low times the more money you can save, so it’s ideal for you if you use your heating during these times.

Please note – Economy 10 is only available in some parts of the UK.

For more details you can either contact us online or call.

The times of the ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.

For more details or to find out the exact hours for where you live, you can either contact us online or give us a call.

If there is a problem with either your meter or the token that you’ve bought, your meter will display an error code. This error message is important as depending on what code is shown, the actions that need to be taken change. Make a note of the message, contact us and we’ll be happy to help.

We send a yearly statement to show how much gas or electricity you’ve used. These are sent out for information only. If you receive a bill which isn’t an annual statement, please contact us and we’ll be happy to help.

Sometimes cards can be faulty or may not be registered correctly. Your meter should show an error message. Make a note of the message and call us and we’ll be happy to help.

This message means that the valve inside your meter, which allows gas to flow through into your property, has closed. You should:

1. Check to see if there are any error messages showing on your meter.
2. If there are no messages, put your card into the meter and press and hold the red button until the valve opens. You should be able to hear the valve mechanism open.
3. If there’s an error message on the meter or if the valve doesn’t open, call us and we’ll be happy to help.
   

If you find yourself out of credit, the meter has an emergency level of credit to keep you on supply until you have the chance to top up.

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works: 

• When you want to use your emergency credit, insert your key into the meter.
• If the key is left in the meter, the emergency credit is automatically activated if the credit drops below 50p.
• When using your emergency credit, the display on your meter changes to show the letter ‘e’.
• It’ll also show the amount of emergency credit left.

Returning to normal use:

• To return to normal use, you’ll need to put credit on your key.
• You can find out the smallest amount needed to return your meter to normal use by pressing the blue button once on your meter.

Remember, you’ll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use. 

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works: 

• When you want to use your emergency credit, insert your gas card into the meter.
• You’ll then be offered the emergency credit.
• To accept it, press the red button A. 

Returning to normal use:

• To return to normal use, you’ll need to charge your card.
• If you wish to see how much emergency credit you’ve used, remove the gas card and press and release the red button A.

Remember, you’ll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use.