If you've got a question about refunds, take a look at our answers to frequently asked questions below.

To process a refund, we’ll usually need an up to date meter reading to make sure your accounts up to date, so if you’re getting in touch, please have this to hand.


My bill is showing a credit balance, can I have a refund?

If you pay by fixed monthly Direct Debit it’s normal for your account to be in credit at certain points of the year as the amount of energy you use may vary. This option lets you spread out the cost, by paying a fixed amount each month and building up a credit to help with the months where you consume more. 

You can still request a refund, we'll ask you for a meter reading and warn you that your future Direct Debit payments may need to change. We may complete a review of your payment amount at the time we process the refund, this is because we try to get your balance as close to zero as we can by your annual review.

If you pay by cash or cheque, your credit will automatically be taken off your next bill.

If you still want a refund we’ll need to make sure you’re billed up to date, so you’ll need to provide us with an actual meter reading. You can submit your meter reading online or by calling us on 0333 202 4687. Please take the reading before getting in touch, as we’ll ask for this first. If you’d prefer to email us, you can do this here.

I've changed supplier and my account is in credit. How do I get a refund?

Once we've closed your account and sent your final bill we'll automatically refund you any credit by cheque (within 7 working days, unless your credit is over £1000, in which case it might take us a little longer). If you were a Direct Debit customer we'll automatically refund your credit to your bank. Please don't cancel your Direct Debit before we do this.

If you’re concerned that you haven’t received a refund after changing supplier  and it’s been more than 14 days  since you received your final bill, give us a call on 0333 202 4687.

I've moved out of a premises and my account is in credit. How do I get a refund?

When you give us your final meter readings we’ll update your account and use these to work out and send you your final bill (if you managed your account online, we’ll send you an email to let you know your bill is ready to view in your account), unless you’ve opted in to receive paper bills.

We'll usually refund you any credit on a final bill if we have an actual meter reading and you have told us your forwarding address. If you paid by Direct Debit we’ll refund you to your bank account, so please don’t cancel your Direct Debit just yet. If you paid any other way we’ll send you a cheque.   We’ll do this within 7 days in most cases,  if you haven’t received your refund and it’s been longer than 14 days since you received your final bill please call us on 0333 202 4687.

If your credit's over £1000, we’ll need to check this before we issue a refund, so this may take us a bit longer than 7 working days.

If your credit’s over £500 and we don’t have a forwarding address or any actual readings, we’ll try and get these to make sure you receive your refund. If your credit is under £500 and you haven’t received a refund. This may be because we didn’t have a forwarding address or actual meter readings, please contact us with this information on 0333 202 4687 and we can arrange this for you.

If you have a pay as you go meter

Please give us a call on 0345 302 4272, we need to check everything’s up to date. After we’ve talked to you, we’ll be able to send you any refund that you’re due.

I don’t have a bank account?

We can re-issue the cheque to someone else – please contact us or call us on 0345 055 0065 if you’d like us to.

My name is wrong on the cheque you’ve sent me.

If there’s a spelling mistake please contact us or call us on 0345 055 0065 so we can re-issue a cheque.

If you’ve changed your name please let us know as we may need you to provide evidence if you’re no longer supplied by us.

Why has it taken so long for you to send me my final bill refund?

If we weren’t given final reads when you moved out, we’ve left enough time for the estimated final reading to be contested by the new occupier. We’ve now refunded a final credit based upon estimated meter readings.

If you didn't provide a forwarding address when you moved, that could slow things down too.