We’re committed to providing a quality service to our customers. As part of this, we welcome the introduction of a new licence condition, relating to the backbilling of energy, for microbusiness customers.

This means that when we issue a bill, we can only look to recover charges for electricity or gas (or both) used in the last 12 months, unless:

  • the bill was sent before 1 November 2018, in which case we will always ensure that the amount you pay for charges is no more than you would have paid if we had billed you within the 12 months (in line with previous backbilling commitments with Energy UK), or
  • we’ve already issued a bill and are in contact with you about payment of such bill, or
  • you behave in an obstructive or manifestly unreasonable way (for example, by not allowing us access to read your meter without good reason, or by stealing electricity or gas, or, where you own your meter, by failing to keep it in proper working order), or
  • we are allowed to do otherwise in accordance with additional rights and guidance specified by Ofgem.
  • This is our continued commitment to protecting customers.
  • To read more about Energy UK, visit the Energy UK website .

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Please note: Our Live Chat and phone lines are very busy, and you could be waiting longer than usual while we help customers in immediate difficulty. There may be Government support available for your business so please take a few minutes to see if this could help you. We’re open Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

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