The heat is on
Prepayment meter - Pay As You Go (PAYG)
If you have a prepayment meter in your home, to use your heating and hot water, you need to top up your meter and make sure you always have credit available. We call this 'Pay As You Go' PAYG.
Like a mobile phone, PAYG means you'll only pay for the heat you use, when you use it, with no bills landing on your doormat at a later date. PAYG helps you more closely monitor how much your spending and will help you spot if you're using more heat than you might need.
You'll be able to see your available balance, how much heat you're using, how much this is costing you and your recent top-up history on your in-home display or by logging in to your online account.
You'll find information on how to top up your meter in your welcome brochure and in our help section which you can access by clicking the red 'Help' icon in the bottom right hand corner of your screen.
If you run out of credit on your meter your heat supply will be suspended until you next top up.
Credit meter - credit billing
If you have a credit meter, we'll bill you for the heat you use after you've used it. We'll do this by issuing a monthly bill which you'll be able to view by logging in to your online account.
To make sure your bills are paid on time and in full, you'll need to set up a variable Direct Debit. You'll find a Direct Debit mandate in your welcome pack which you can complete and return to our partner, Sycous, who manage Direct Debit payments on our behalf.
If you'd prefer to set up your Direct Debit over the phone, please call our Customer Care Team who’ll be happy to help.
|0330 324 0018 (local rates apply)
Monday to Friday 8am-5pm
Dispute a bill or charge?
If you disagree with any of your charges, or if you have a question about your bill, please contact us within 14 days from the date of the charge or bill in question and we'll work with you to resolve the issue.
We aim to solve most billing queries within two weeks. If we think your query will take longer to deal with, we'll explain this to you. In the meantime, you must continue to pay.
Don't be tempted to put off getting in touch with us, the sooner we know you're struggling the easier it'll be to help you to get back on track. Visit our support page to find out how we can help you by clicking here