Most popular FAQs

Bills and payments

  1. Can I pay my bills online?
  2. I think my bill or statement is wrong, what can I do?
  3. How is my energy bill calculated?
  4. I'm moving home - when will I get my final bill?

Direct Debit

  1. Why has my monthly Direct Debit changed?
  2. What is the Direct Debit tracker?
  3. Can I get a refund if my monthly Direct Debit is in credit?
  4. Can I change my monthly Direct Debit amount?

Your account

  1. How much energy have I used since my last bill?
  2. I'm moving home - what do you need to know, and when?
  3. Can I switch tariff or supplier if I have a Smart meter?
  4. What can I do if I'm struggling to pay my energy bills?

Meter readings

  1. If I send you an online meter reading why do your agents need to read the meter in my house?
  2. Why am I receiving meter read reminders?
  3. How do I submit a meter reading online?
  4. How do I read my electricity Smart meter?

About your meter

  1. What are the Economy 7 peak and off-peak periods?
  2. How do I get a new prepayment card/key for my prepayment meter?
  3. How do I top-up the credit on my prepayment meter?
  4. How do I arrange for my gas meter to be moved?

Contacting us

  1. What is Live Chat?
  2. Who can I contact to report a power cut?
  3. How do I contact you?
  4. How do I report a loss of electricity supply?

Did you know that you can manage your account online and resolve common issues quickly?

  • Manage payments
  • Download bills
  • Set up meter reading reminders
  • Provide meter readings
  • View bills
  • Change Direct Debit

Log in to your account

Person using a smartphone to submit online meter readings

Other things you might be interested in

Two hands clasped together

Help & support 

Do what you need to do with your bills, payments and meter readings. And find more help if you need it.

Go to help & support

Elderly couple managing their online account

What do you want to do? 

Home and energy guides 

We've put together some handy guides to help you with your everyday energy management.

View our guides