Bills and payments

Choose a topic

Direct Debit refunds

If you still have credit on your account after we’ve done your annual review, we’ll refund it to you automatically – as long as it’s based on actual meter readings.

If you want to request a credit refund before then, we’ll have to look at whether your monthly payments need to go up.

More about Direct Debit refunds

Problems paying your bill?

If you're having trouble paying your bills, please tell us. We can help if we know there is a problem.

Financial help and support

We follow the Energy UK Code of Practice for Accurate Bills

From switching, to bills and refunds - find out what you can expect from us.

Energy UK's Code of Practice for Accurate Bills

Energy UK's Billing code scenarios

Back Billing for Domestic Customers

Back billing: a guide for domestic energy consumers

Frequently asked questions

Changes to discount information

We have changed the way we apply our Direct Debit Discount due to regulatory requirements.

See if this affects you

Contact information