Direct Debit help

If you've got a question about your Direct Debit, take a look at our frequently asked questions below.

 

How can I set up a Direct Debit?

Sign in to your online account to set up a Direct Debit.
If you don’t have an account, sign up here.
If you’ve got an outstanding balance you’ll have to pay this first. Choose ‘Pay your bill’ on the left hand menu

How does my monthly Direct Debit work?

It lets you spread the cost of your energy over the year. At least twice a year we’ll check your current payments to make sure you’re paying the right amount and try to make sure you’ve nothing to pay at your Annual Review.

 

How do you know how much energy I’m going to use?

We look at how much you’ve used in the last 12 months.

 

How can I help to make my Direct Debit payments match how much energy I’m using?

By giving us regular meter readings:

Can I pay a lump sum and get my payment reviewed?

Yes.

  • Use our online payment pages. Your account can be in credit up to £300. 
  • Call 0345 301 4882 from 8am to 6pm, Monday to Friday.
  • If you don’t have an online account, sign up to manage your account online.

 If you pay by credit card, a 0.36% handling fee is added.
Once your payment has cleared check your Direct Debit Manager to see a new calculation.

I’ve got a Direct Debit but I’ve also made a payment online. When will my monthly payment be reduced?

Within 24 hours as long as you’ve given us a meter reading from the past 30 days. Check your Direct Debit Manager.

If you don’t have an online account, sign up to manage your account online.

When will my new Direct Debit amount be taken from my bank account?

We’ll write to you to let you know. This is part of the Direct Debit Guarantee.

What is an annual review?

This is when we review how much you’re paying every month to try to make sure you’ll have nothing extra to pay at the end of the year.

What happens if I’m in credit or debit at my annual review?

We’ll refund any credit you’ve got over £5 as long as we’ve had a meter reading in the last six months. Any credit under £5, we’ll take off your payments for the following year.

If you’ve got a debit, we’ll spread it over the next 12 months.

Why have you reviewed my payments?

To make sure you’re paying the right amount for your energy.

I’ve just changed my plan. Will my Direct Debit payments change automatically?

If you manage your account online and give us a meter reading when your plan changes, we’ll change your Direct Debit amount from the first day of the new plan.

If you don’t have an online account, sign up to manage your account online.

What do I do if I can’t afford my Direct Debit?

Call us on 0345 301 4882 from 8am to 6pm, Monday to Friday for help.

In my Direct Debit Manager, what do the energy overview figures mean?

This is how much we estimate your business will use until the annual review. This helps us work out how much you need to pay each month.

When I click ‘Direct Debit’ why do I see a blank page, not my Direct Debit Manager?

There are a few reasons why this could happen:

  • Your browser has stored an old version of the page. If you’re using a PC try pressing control and F5.
  • There may be something wrong with your browser settings, choose from the links below to troubleshoot.

Browser help pages:
Internet Explorer
Chrome
Firefox
Safari iOS on iPods, iPads, iPhones

Why is the last month of my energy overview graph in my Direct Debit Manager smaller than the others?

This is how much we think you’ll use until your annual review. Depending on how early it is in the month, it may be smaller.

How can I give you meter readings?

It’s quick and easy.

You can:

  • Submit meter readings here without an online account.
  • Download our Smartphone app for iPhone or Android.
  • Call 0345 055 0065.

Can I get my credit balance refunded?

At your annual review, we’ll refund any credit you’ve got over £5 as long as we’ve had a meter reading in the last six months. Any credit under £5, we’ll take off your payments for the following year.

If you want a refund sooner, call 0345 301 4882 from 8am to 6pm, Monday to Friday with your meter readings.

Why are my Direct Debit payments different to what you’ve estimated I’ll spend?

This is because we don’t just look at how much your energy will cost, we look at your balance and payments you’re about to make.