FAQ

Why has my fixed Direct Debit changed?

When we look at your account (typically, that's twice a year) we check to see how much energy you're using, how much you're paying and the contract prices you're on.

We adjust your payment - up or down - so that you don't pay us too much money or fall behind. What we don't want to happen, is for you to build up a debt without realising it.

We know this may be frustrating, but if your Direct Debit has gone up then it may simply be because you're using more energy than before. The other reason why your Direct Debit may have changed is if our prices change, or you're coming to the end of your fixed price tariff. If you haven't renewed your contract before then, we'll automatically move you onto our Flexible contract - so your monthly payment may change. Don't worry, we'll write to you before your contract ends to explain your options.

Smart meters

If you're not yet a Smart customer, join millions of other homes and businesses with a Smart meter and make it easier to see where you could save money. Find out more about Smart meters.