If you pay by fixed 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, 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.
If you've got a credit on your prepayment account, that's 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.
Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.
You can also contact us 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 contact us online.
We'll automatically refund you at the time of your annual review if you're in credit by £75 or more, or your credit balance is more than what you're paying each month, as long as we've had an accurate meter reading within the last six months.
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 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 £500 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 or you have already cancelled 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).
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 10 working days.
If your credit's over £500, we’ll need to check this before we issue a refund, so this may take us a bit longer than 10 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.
You may still have credit on your previous account with us. We want to make sure that you receive any credit you're owed. If you've had a final bill from a previous account with us that shows a credit balance and you're unsure whether you've had your refund, please call us on 0345 052 0000.
We can re-issue the cheque to someone else – please contact us or call us on 0345 052 0000 if you’d like us to.
If there’s a spelling mistake please contact us or call us on 0345 052 0000 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.
Your credit may have been delayed if we had estimated readings to close your account, if we didn't have a forwarding address for you or there's been a dispute on your account.