Your bill explained

Meet your energy bill. We’ve improved it using your feedback, so now it’s simpler and even easier to understand. Take a look at our video to see how.

  1. Monthly Direct Debits
  2. Receipt of bill or quarterly Direct Debit
  3. Prepayment
 
How much is my monthly payment?

How much is my monthly payment?

Your monthly payment is the first thing you see on your bill – you can find it here.

We usually review this twice a year to make sure it covers your usage. Depending on this, your payments could either go up or down.

If this happens we’ll show you any changes here, along with the date they’ll take effect.

What does the meter reading mean?

Here’s your latest meter reading. We use it to work out how much gas or electricity you’ve used.

The more readings you send, the more accurate your bills will be. Without meter readings we have to estimate your bill, but we’ll always tell you if this happens.

You can send your readings online and you can set up meter read reminders to help you remember.

What does the meter reading mean?
Where to find out how much energy you have used.

How much energy have I used?

Here you can see how much energy you have used in kilowatt hours and how much it has cost you in pounds and pence.

Is there anything left to pay?

You can see if there’s anything left to pay by looking at your account balance. This is how we work it out:

Amount left to pay from last bill + cost of energy used – any payments made = account balance.

If your account is in credit, we’ll either use it towards your next bill or refund you the money.

Is there anything left to pay?
Where to find out how your my payments have been recalculated

How have my payments been recalculated?

When we reassess your account, we'll include a letter at the front of your bill to explain how we’ve recalculated your payments. It will include a handy breakdown of your charges on the right hand side.

How much and when do I need to pay?

How much and when do I need to pay?

The amount you need to pay and the date it needs to reach us by are shown in the top right corner of your bill. This important information will be the first thing you see when you look at your bill.

Your bill shows how we have calculated the amount to pay. This is worked out by adding together the total amount left to pay from your previous statement and the total cost of the energy you have used, we then take off any payments you’ve made to give an account balance.

What does the meter reading mean?

Your bill shows your most recent meter reading. We will always tell you whether your bill is based on an estimated or actual meter reading. We use meter readings to calculate how much gas or electricity you’ve used, the more accurate the reading the more accurate your bill or statement will be.

If your bill is based on an estimate, we recommend that you send us a new meter reading. Submit an up to date meter reading or sign up to our meter read reminder service.

What does the meter reading mean?
Where to find out how much energy you have used.

How much energy have I used?

Here you can see how much energy you have used in kilowatt hours and how much it has cost you in pounds and pence.

How do you calculate the amount I owe?

This shows how we have calculated the amount you need to pay and when it needs to reach us by. This is worked out by adding together the total amount left to pay from your previous bill and the total cost of the energy you have used. We then take off any payments you have made to give an account balance.

How do you calculate the amount I owe?
What is my account balance?

What is my account balance?

This section shows your account balance. It's worth remembering that the balance shown on your statement may be different to the display on your meter due to your real time energy usage, recent payments, emergency credit usage and/or any debt that has been collected on your meter.

You can check your up to date balance by looking at the display on your meter. Your statements are issued for your information only and it's a handy way of keeping track of your energy usage and any payments you have made.

What does the meter reading mean?

Your bill shows your most recent meter reading. We will always tell you whether your bill is based on an estimated or actual meter reading. It’s not always necessary to provide us with a meter reading as we automatically receive a reading when your key/card is charged and inserted into the meter. We use meter readings to calculate how much gas or electricity you’ve used, the more accurate the reading the more accurate your bill or statement will be.

What does the meter reading mean?
Where to find out how much energy you have used.

How much energy have I used?

Here you can see how much energy you have used in kilowatt hours and how much it has cost you in pounds and pence.

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