Meter Readings
Statements and Billing
Payments
Other charges
Access to your premises
Connections and your supply
Managing your account online
Username and password
Meter readings
We will try and read your meter at least once every 2 years. This enables us to accurately calculate how much electricity and gas you have used. However, if we are unable to read the meter please contact us and we will arrange a meter reading appointment.
We use meter readings to calculate bills.
If we have regular meter readings your bills will be more accurate.
Statements and billing
We will give you at least 3 weeks notice if we change your bill or statement frequency.
We may change your billing or statement frequency from quarterly to monthly if:
- you have been paying by fixed monthly Direct Debit and your payment(s) have failed;
- you move home.
All new customers who do not agree to pay their energy bills by fixed monthly Direct Debit or by prepayment meter may be billed monthly.
Customers who move into properties supplied by E.ON may be billed monthly.
We may include details of other services on your energy bill /statement.
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Payment
Difficulty in paying for your energy
Please tell us immediately if you have difficulty paying. We can provide copies of Codes of Practice for Payment which may help you to understand your options.
Other Charges
Here is a list of some of our charges.
Reason for charge |
Amount |
Producing and issuing a copy bill/statement requested by you |
£3 per copy bill inc. VAT (up to a maximum of £9 inc. VAT) |
Returned cheques/Direct Debits |
£10 per instance |
Moving or changing a meter at a your request |
From £50* inc. VAT |
Meter Disconnection/Reconnection at a your request |
£50 inc. VAT |
* Final charge will depend on the amount of work involved. Minor meter moves, which involve only moving the meter less than 30 cm (12 inches), where there is space on the meter board and no movement to cables, fuse boxes or meter boards, will be charged at £50 inc. VAT. All other types of meter moves will be quoted for individually.
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Access to your premises
We may need access to your premises for the following reasons:
- installing or working on equipment
- reading, replacing, exchanging or inspecting your meter
- disconnecting your energy supply
- for a gas or electrical emergency.
Connections and your supply
The electricity delivered to your premises through our distribution system will normally be at one of the voltages stated below and will have the frequency, number of phases and margins of variation associated with it:
- connection voltage and permitted variations: -at 400/230, 460/230, and 230 volts - plus 10% or minus 6%
- number and phases of supply: at 400/230 volts - three phase, at 460/230 volts and 230 volts - one phase
- frequency of supply and permitted variations: at all voltage levels - 50 hertz, plus or minus 1%.
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Managing Your Account Online
If you register to manage your account online the following Terms and Conditions apply:
- you must choose a valid username and password so that you can log on to our Internet service and access your account details
- you must notify us if your email address, or any of your other details, change
- when you use your username and password you are authorising us to carry out all the instructions you have given us on our website
- you will no longer receive paper bills or statements, we will send you an email notification that your bill or statement is ready to view at least every three months unless we tell you otherwise.
- you'll continue to receive important emails about your account from us such as emails telling you your bill is ready to view, or asking you for a meter reading.
Username and Password
You must keep your username and password secret. If you think someone else knows, or may know, your password please tell us immediately. We may require you to amend your username if we regard it to be inflammatory, or if we think someone else is using it.
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