FAQs

Your Direct Debit agreement is designed to bring your account to a zero balance in the spring of each year, when we carry out an annual review of your account.

Customers typically build up credit in the summer to help cover their heavier winter consumption. However, depending on how much energy you use, there is sometimes not enough credit on the account to ensure you arrive at a zero balance.

We check each time a bill is produced to make sure that your payments are on target to achieve a zero balance. If a change is required, up or down, then we will let you know at least 7 working days before any change occurs.