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 0345 055 0065. 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. We're open Monday to Friday between 8am and 6pm.
Once we have closed your account and agreed your final read with your new supplier we will send any refund within 10 working days unless your credit is over £3000 which will take 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 do not have a DD set up don’t worry we will send you a cheque. Please take this to the bank.
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 10 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 0345 055 0065.
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 10 days.
If your credit’s over £500 and we don’t have a forwarding address or actual meter readings, we’ll try to 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 reading. Please contact us with this information on 0345 055 0065 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.
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.
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.
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.