FAQ

When do you review my monthly Direct Debit?

We look at your account twice a year to see how much energy you’re using and how this compares to your payments.

We also review payments when we change our prices, or when you’re coming to the end of a tariff. We’ll write to you before that happens so it’s a good idea to check your last statement or bill. The easiest way to do this is through your online account.

We can change your direct debit payments as long as your payments cover your energy usage and your projected usage. The easiest way to check is through your online account. It will show if your monthly payments are on track, if you’re paying us too little, or too much.

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We’ll automatically review and update your account when you give us a meter reading. We want your payments to cover your energy usage and your projected usage – we don’t want you to build up a debt or too much credit.

The quickest way to send us a meter reading and update your account is through your online account. It takes less than a minute, and your account will automatically update within 24 hours.

If you have more questions about payments, you can chat to one of our team Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

Take control of your energy usage with a new Smart meter

With a Smart meter you can monitor energy usage every day, making it easier to see where you could save money. If you want to find out if a Smart meter is right for you, chat to one of our team Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.