Billing and understanding your bill

How can I get a paper copy of my bill?

You can download a PDF copy of your paper bill and print it off at home.

You can choose between having paper bills or paperless billing by updating your details. You'll still be able to keep your online account and get access to your bills, give meter readings, manage how we get in touch with you and every other benefit of an online account.

However, opting out of paperless billing means you may lose any paperless billing discount you're currently getting, so your bills may be higher.

How do you work out my bill?

Your bill depends on how much energy you’ve used since your last bill and what tariff you're on.

We work out how many kilowatt hours (kWh) of energy you’ve used and multiply that by your tariff rate to work out how much you owe.

I don't think my bill is right, what should I do?

If you've provided meter readings, or we've come out to read your meter, but your bill is still estimated, there may have been a problem with the readings. Please check your readings and provide us with another reading, this can be done online by logging into your account. 

If the meter readings on your bill are right then it may be worth thinking about:

  •  If we’ve under-estimated your bills in the past your bill will be higher as we’re charging you now, for energy you used in previous months
  • The time of year, as you may use more during the winter months
  • If there’s been a price change since your last bill
  • If you’ve changed anything in your home, for example new appliances
  • If there’s been an increase in the number of people in your home
  • If you’ve been doing home improvements the appliances used may increase your usage

If you still think your bill isn’t right, we’re here to help, you can contact us and we’ll be happy to go through it with you. 

I have had an estimated bill, how can I give you a reading?

You can give us a meter reading at any time by either logging in to your online account or by using the non-registered meter reading service.

We can only accept one reading per day so if we’ve estimated your bill today, you’ll need to wait until tomorrow to give us another reading.

If your reading is lower than the one we’ve estimated, we’ll automatically re-bill your account and generate a new bill for you.

If your reading is higher than the one we’ve estimated, we’ll give you an updated balance if you’re logged in to your account and the option to request an updated bill if you want one. If you use the non-registered process, we’ll add your new reading on to your account.

How do I make sure I only pay for the energy I have used?

When you give us a meter reading we make sure you only pay for the energy you've used. Without meter readings we have to estimate how much you've used since your last bill, which means we might charge you the wrong amount. 

We'll estimate your bill when:

  • We haven't got meter readings close enough to when we send you your bill
  • We haven't got a recent meter reading for one of your meters
  • A price or tariff has changed since your last bill

If you've received an estimated bill you can give us a meter reading.

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.

You can register for an online account here.

Alternatively you’ll have to contact us so we can correct this for you.

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.

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Annual quantity: The annual quantity of gas consumed

Calorific value: A measure of the energy contained in gas. It represents the amount of heat released as the gas is burned.

Climate Change Levy: This is a levy (or tax) introduced by the Government on 1st April 2001 on the use of energy in industry, commerce and the public sector. 

DNO (Distribution Network Operator): A company that owns and maintains a network for transporting electricity. 

First (Primary) and Next (Secondary) rates: We work out some of our bills using two different price bands. These used to be called 'Primary' and 'Secondary' rates, now we call them 'First' and 'Next'. The threshold at which you switch from primary to secondary prices depends on your tariff. To work out how many units we charge at the Primary (First) unit price, we divide the threshold limit by 365 days and then multiply this by the number of days your bill covers. We charge everything you use after that at the Secondary (Next) rate.

kWh (kilowatt-hour): A kWh is the unit of energy used to measure electricity and gas bills. It shows how much energy is used over time.

MPAN (Meter Point Administration Number): The MPAN (Meter Point Administration Number) is your unique electricity reference number, and is used to identify your electricity supply.

MPR (Meter Point Reference): This is your unique gas Meter Point Reference number, and is used to identify your gas supply. Your MPR is on your gas bill, not on the meter itself.

MSN (Meter Serial Number): A number given to identify an actual meter.

OFGEM (Office of Gas & Electricity Markets): Regulator for gas & electricity businesses in Great Britain.

SSD: Supply start date.

Standing charge: A standing charge is a daily amount you pay for your gas and electricity. Standing charges are used to cover our costs, such as meter reading and maintenance and the cost of keeping you connected to the grid. The price per kWh is how much you pay for the energy you’ve used, we work this out by reading your meters.

What is a Tariff Information Label (TIL)?

A Tariff Information Label (TIL) is your way of seeing at a glance how our energy products compare with other suppliers to make sure you get the best deal.


To find out more information about your tariff, please visit our new tariff search page.


When you use our TIL Search page you can compare tariffs with different benefits such as paperless billing. The results will also highlight the difference if you choose to pay by fixed monthly Direct Debit. If you pay a different way your tariff will say Other Payment Methods in the title.