Make your life easier by paying with a fixed monthly Direct Debit. It's safe, easy and helps you to spread the cost of your energy bills over the year.
Matt talks about how to set up and manage your Direct Debit.
Direct Debit Manager helps you manage your monthly payments online, giving you more control over your money.
Everything you need to know about what goes into your bill.
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Check out our frequently asked questions
The amount of energy you use changes during the year and you’ll probably use more energy in winter than summer.
With a fixed Direct Debit you’ll spread the cost of your bills over the year and this will be reviewed throughout the year to check you’re paying the right amount.
We regularly review your monthly Direct Debit payment throughout the year to make sure you are paying the right amount. Once a year we also carry out an annual review of your monthly Direct Debit payment. We look at how much you used in the previous year, and calculate how much your payment needs to be to pay for the same amount of energy in the coming year. We also include any money that you owe in this calculation. We try to get you back to a zero balance by your next annual review. That way you’re only paying for what you use and don’t build up a large debt or credit. When we review your payment, we comply with the Direct Debit Guarantee.
Every year we'll look at how much energy you've used over the last 12 months and may update your Direct Debit to make sure your payments are spread evenly across the year.
We'll look at your account and decide if your payments need to change. We always try to make sure you've nothing to pay by the time of your next annual review.
We'll always send you a new schedule of your payment either by email or letter, even if your payments are staying the same.
A Direct Debit can be changed for a number of reasons, such as:
- We’ve recently received meter readings showing that your energy use is higher or lower than was previously estimated
- Tariff/Prices have changed
- Change of personal circumstances, such as working from home, or people moving in or out
- Change to energy consumption such as adding or removing a hot tub or fish tank
We regularly review your monthly Direct Debit payment throughout the year to make sure you are paying the right amount.
We try to get you back to a zero balance by your next annual review. That way you’re only paying for what you use and don’t build up a large debt or credit. When we review your payment, we comply with the Direct Debit Guarantee.
To work out your monthly payments, we look at your meter readings from the last 12 months. This shows us how much energy you’ve used. If we don’t have a year’s worth of readings, we’ll use estimated readings or details about the property.
This is how we work out your monthly payment:
- Estimate how much energy you’ll use until your annual review
- Take into account your current balance
- Divide this amount by how many payments you have left until your annual review
Giving us regular meter readings will give you a better calculation of what you need to pay. And, if your circumstances change, don’t forget to let us know.
If you’re paying by fixed monthly Direct Debit, you’re already saving money compared to paying on receipt of your bill, which could mean up to £70 off your standing charge if you get both your gas and electricity from us.
If you're in credit by £5 or more at the time of your annual review and we've had an accurate meter reading within the last six months we'll automatically refund you.
If you're in debt at the time of your annual review, we'll add anything you owe us to your payments over the next year. If you decide to pay your balance or you want to agree a different payment amount or arrangement, call us on 0345 052 0000, We're here Monday to Friday 8-8pm and Saturday 8-6pm.
You can pay a lump sum online at our payment pages. You’ll need your debit or credit card handy.
The Direct Debit manager will recalculate your payments, you just need to go in and accept them.
Your payment will show up on your account within 24 hours, so if you check your Direct Debit Manager after this you’ll be able to see how your Direct Debit payments are affected.
We’ll let you know the new payment amount and when it'll be taken from your bank account, either in an email or a letter.
We won’t change your payments straight away.
Your Annual Review will be moved so it’s in line with when we send your statements. At your annual review your account may have some debt or a credit. Any credit over £5 will be refunded (if we’ve received a meter reading within six months of your annual review). Any outstanding balance will be spread out over your payments for the next year.
Yes, this will be updated in your Direct Debit manager.
Call us as soon as possible on 0345 052 0000, We're here Monday to Friday 8am-8pm, and Saturday 8am-6pm to talk about ways we can help.
If you pay by monthly Direct Debit it’s normal to build up a credit over the summer months. The credit will then be used during the winter when you’re likely to use more energy. You can still request a refund, but your future Direct Debit payments may need to change.
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 052 0000. Please take the reading before calling, as we’ll ask for this first. If you’d prefer to email us, you can do this here.
If you have credit on your prepayment account then don’t worry, this is simply for energy that you’ve paid for but not yet used. We wouldn’t usually refund this credit as it may put your account into debt when you later use the energy. However, if you’re concerned about the amount of credit you have on your meter, please call us on 0345 303 3040.
When we work out your payments we don’t just look at how much your energy will cost during the year, we also:
- Look at your balance and how much you’re about to pay
- Work out how many payments we will take before your next annual review, this is usually less than 12