Billing and payments

Take a look at our information below about understanding your bills, and choose what you would like help with.


How can I get a copy of my bill?

Log in to download, view and print your bills whenever you like.

If you don’t have an online account, register here.

I have an estimated bill, how can I give you my meter reading?

You can enter your meter readings here

If you want us to remind you to give us your meter readings you’ll need an online account.
Either log in here, or register for an online account .

Once you’re signed in you can go to your meter readings page and select ‘continue to meter readings’. Enter your account number, postcode and email address and select to be prompted for meter readings.

I think my bill is incorrect, what can I do?

Please check your bill is based on actual, rather than estimated, readings.

Your bill doesn’t need amending if your estimated electricity readings are within 250 units of the reading on your bill, or if the difference on your gas reading is within 45 units for a 4/6 dial meter and within 120 units if you have a 5 dial meter.

What payment options do I have?

There are many ways to pay your bill; 

  • Fixed or variable Direct Debit
  • Cash
  • Cheque
  • Credit card
  • Debit card
  • BACs

Some restrictions apply for some plans, please check your terms and conditions.

How can I make a payment today?

You can pay the following ways:

  • Pay online or on the mobile app with your debit or credit card.
  • Pay by cheque, debit or credit card, standing order or cash at a bank or post office.
  • Register for an online account to pay by Direct Debit. 
  • Call 0345 055 0065 and pay over the phone. We’re here 8am-6pm, Monday to Friday.

Paying by credit/debit card

Making a payment

You can pay by credit/debit card using your online account, or you can make an online payment without an online account on either the website or by using the mobile app.

Alternatively you can call us on 0345 055 0065, where you can make a payment by speaking to an advisor or by using our automated service. We're open 8am-8pm Monday to Friday and 8am-6pm on a Saturday.

We accept the following card types:

Accepted credit and debit cards

If you choose to pay by credit card, an additional 0.36% Credit Card Handling Fee will be applied.

Re-using your card

You can make quicker and easier payments over the phone, online or in the mobile app by choosing to re-use the last card you made a payment with.

If you don’t want your card details to be remembered for re-use you can update this by calling us on 0345 055 0065, 8am-8pm Monday to Friday and 8am-6pm on a Saturday. If you decide you want to use this service again in future then let us know and we can update your account.



To protect your payment card details we use a specialist third party called Verifone to process your payment.

  • To keep your details safe, we’ll only ever show you the last 4 digits of your card number, and we’ll always ask you for the 3 digit security code from your card signature strip.
  • We’ll only allow remembered transactions to individuals who pass our identification and verification process. We'll never take a payment from your card without your consent.

How can I find out about my pricing structure?

Sign in to your online account to see your bill and get current prices.
If you’ve not registered for an online account yet you can sign up here

How do I get a refund if I'm in credit?

If you pay by fixed monthly Direct Debit your account may be in credit at certain times. You can request this back at any time. Leaving the credit where it is means you will have enough for the winter months when you may use more energy.
To ask for a refund, call 0345 202 4315. Have your account number and latest meter reading to hand. We’re here 8am-6pm, Monday to Friday.

I’m moving in/out, what do I need to do?

Complete our online form or call 0345 301 4881. We’re here 8am-6pm, Monday to Friday.
We’ll need to know:

  • The date the property changed hands.
  • Meter readings from this date.
  • Any information about the new occupier.

How do I submit a VAT declaration?

Download the VAT declaration form and send it to the address on the form. We can backdate VAT declarations and Climate Change Levy exemptions for four years.
To find out if you can get the reduced rate of VAT look on the HMRC website.

Why is VAT calculated at 5% on some bills and 20% on others?

If you use 33 electricity units or more per day and 145 kilowatts of gas or more per day, you pay 20%.
If you use less than this you pay 5%.

How do I put my VAT invoice through my books

Contact your accountant or Customs and Excise or call 0845 010 9000.

Under what circumstances can my energy be disconnected?

Your energy supply might be disconnected if you often don’t pay your bill, if our engineers need to do work to make your site safe, if you ask us to do so, or if there’s an emergency

What is Climate Change Levy?

This was set up to improve energy efficiency and is a business tax on the supply of energy products such as electricity, gas and coal.

How do I find out if I’m exempt from Climate Change Levy?

Customs and Excise can tell you. Visit their website or call 0845 010 9000.

What is the charge per unit?

Your unit rate depends on where you're based, your type of meter, and which plans you've got.

Are there any fixed or standing charges?

We've got different types of plans which may include both fixed and standing charges.

For some of our plans there may be capacity charges per KVA.

Am I committed to a minimum or maximum amount of energy?

Once you've agreed a contract with us, there's no minimum or maximum limit to the amount of energy you can use.