Our billing standards

For small to medium, and micro-business customers.

Clear and accurate bills

We want your bills to be as accurate as possible; we know inaccurate bills are one of your biggest complaints about energy suppliers. To make sure we can produce an accurate bill, we need your help to:

Grant meter access

We'll try to read your meter at regular intervals, but if we can't get access to your meter we'll need to estimate a reading for your bill. You can call us with your actual readings if this happens.

Keep us informed

If you move premises or change supplier, let us know so we don't carry on billing for your old premises. It's best to send actual readings for the first day you move into new premises, too.

Get in touch

If you have any billing questions or if we've billed based on incorrect information. If you think there's something wrong with the amount on your bill, please contact us as soon as possible.

Download our billing standards

So that we can help as many of our business customers as possible and protect from inaccurate bills, these billing standards apply to our micro-business and small to medium enterprises (SME) customers.

We define you as a micro-business if you’re a non-domestic consumer and one of these statements applies:

  • you consume no more 100,000 kilowatts (kWh) of electricity per year
  • you use less than 293,000 kilowatts (kWh) of gas per year
  • you employ fewer than 10 employees (or their full-time equivalent), and have an annual turnover or balance sheet no greater than €2m

If one of the following statements is true, then we class you as a SME customer:

  • you have fewer than 20 sites
  • you use less than 1 GWh of electricity through non-Half-Hourly metering
  • you use less than 1.5 GWh of gas each year