Billing and understanding your bill
How can I get a paper copy of my bill?
I don't think my bill is right, what should I do?
I have had an estimated bill, how can I give you a reading?
How do I make sure I only pay for the energy I have used?
My bill details are wrong
If your bill is in the wrong name, or your name has been misspelt or changed to a relative’s name, you’ll need to contact us so we can correct this for you. We’ll need your full name and date of birth to make any changes.
Recently moved in?
If you've already told us you have moved in you may still get the bills or letters relating to the old occupier. This is nothing to worry about and we won’t hold you liable for them. Simply return the bills to sender or contact us if you know their forwarding address.
If you've not told us you've moved in and you're registered with us for an online account then you can select change your details online.
If you're not registered with us for an online account and have recently moved home please contact us.
Have you recently changed your name?
If you're married you can either change your details by logging in to your account and changing your details or you can contact us.
If you’re divorced or have changed your name by deed poll or for anything else then you’ll need to contact us so we can correct this for you. We’ll need your full name and date of birth to make any changes.
My address details are wrong
Are letters coming with mistakes in the address, or you’d like to change your mailing address?
If you’re registered for an online account with us, then simply login and to change the address or update it.
If you’re not registered for an account online, then why not give it a go! It’s quick and easy and there are lots of reasons why you might want to.
Is the address we’re showing as your ‘supply address’ on the bill incorrect?
If the address we refer to as ‘For electricity at/gas at’ is incorrect, then you’ll need to contact us so we can correct this for you.
My meter details are wrong
If your meter's been changed since your last bill. It’s possible that we haven’t updated your account yet. Your next bill will show the correct meter details, if this is not the case, please contact us.
If you've not had a recent change
You’ll need to contact us so we can correct this for you. Please ensure you’re near the meter when you call us.
How do I get money off my bill with the Warm Home Discount?
The Warm Home Discount is a scheme we can offer to some customers to help with their winter electricity bills. If you or your partner receive income-based benefits and you have a vulnerability, you might be eligible.
To find out more, visit our Warm Home Discount page.
How do you work out my gas charges?
It’s the UK standard to calculate energy in kilo Watt hours (kWh)*. To work out your gas bill, convert the usage from your meter into kWh, here's how we do it:
1. If you have a meter that measures in hundreds of cubic feet (hcf): We take the amount of gas used, shown as 'hcf' on your bill and we multiply this by 2.83 to convert the figure in to cubic metres (m³).
If you have a meter that measures in cubic metres (m3): We take the amount of gas used, shown with 'm³' on the front of your bill.
You’ll be able to tell which type of meter you have by checking the number of digits that make up your meter reading.
Imperial Meters will have four digit readings, not counting any numbers in red or after the decimal point and are measured in cubic feet or ‘hcf’.
Metric Meters will have five or six digit readings, again, not including any numbers in red or after the decimal point and are measured in cubic meters or ‘m3’.
2. We then multiply this figure by a conversion factor of 1.02264, then by the calorific value. Calorific values vary; you can find the calorific value we’ve used for your meter under the readings on your bill.
3. Next, we divide this figure by 3.6 to show your usage in kWh.
4. Finally, we multiply your usage in kWh by your unit prices to work out your gas charge.
*By law, ‘The Gas (Calculation of Thermal Energy) Regulations 1996’, we have to send you bills for the energy you use. Your meter measures the amount of gas (volume) that passes through the meter. We use this method to work out the energy from the volume.
Will I get money off for having Dual Fuel?
If you're currently getting a discount for having both fuels with us, you'll get it until the end of your fixed deal.
What are my current energy prices?
You can find your current prices on your latest energy bill. Please note that these prices don't include VAT, we add this on separately. You can view your latest bill using your online account. For more information on how to register or the benefits of managing your account online, click here.
Why do you charge me VAT?
VAT is Value Added Tax and it's charged on most goods and services in the UK. The government decide how much VAT should be. VAT on energy is charged at the reduced rate of 5% whilst most other goods and services are at 20%.
What is the 'conversion factor'?
The gas conversion factor takes account of differences in temperature and pressure. It's always 1.02264 for all suppliers, and on all bills/statements.
What does 'calorific value' mean?
Calorific value is a measure of how much heat the gas creates when it burns. You could use this as a measure of the quality of the gas.
There are a few factors that affect the calorific value. Gas delivered to homes near the point where it comes ashore contains a different level of moisture than the gas that's used further inland. Weather changes can have an affect too. Moisture in gas affects its performance, and calorific value is there to ensure that gas is charged fairly in relation to how much energy is obtained from it.
Calorific values are tested continuously at various points throughout the National Grid gas network.
Am I entitled to any discounts?
Depending on your tariff and how you choose to pay, you might be able to save money.
If you choose to pay by Direct Debit, we may reduce your prices instead of discounting your bill. If you stop paying by Direct Debit or miss payments your prices may increase.
Why does my bill have more than one set of charges?
If there's been a change to your energy prices, or if you've switched energy products since your last bill, the charges on your latest bill will be split to reflect this.