If you pay by fixed monthly Direct Debit it’s normal, for example 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, we'll ask you for a meter reading and warn you that your future Direct Debit payments may need to change, as 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 052 0000. You can also get in touch on Facebook or Twitter. 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.
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, we can check the meter settings with you, please call us on 0345 303 3040 or get in touch on Facebook or Twitter.
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, we can check the meter settings with you. Please call us on 0345 303 3040 or get in touch on Facebook or Twitter. Please have a meter reading ready when you call so we can make sure your account is billed accurately.
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 £3000, 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.
We'll usually automatically refund you any credit on a final bill if we have an actual meter reading and you have told us your forwarding address by cheque. 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 keeping the same account reference number at your new home, we won’t automatically refund the credit, it’ll stay on your account.
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).
We’ll automatically refund any credit you have on a final bill, as long as we’ve got the information to finalise your account. If there aren’t any current claims or refunds already happening on your account, we’ll get this out to you within 7 working days.
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 you’re keeping the same account reference number at your new home, we won’t automatically refund the credit, it’ll stay on your account.
If you pay by cash/cheque
We’ll need your final meter readings and a forwarding address. We can then send your refund as a cheque.
If you pay by Direct Debit
We’ll need your final meter readings. We’ll then refund your credit to your bank (please don’t cancel your Direct Debit before we do this).
If you've got a prepayment meter
Please give us a call, 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.
