Help and Support

Need to ask a question or get some help?
Follow our three easy steps below to help you find what you are looking for.

Direct Debits

 

How is my direct debit worked out?

Your direct debit is based on the usage figures you provide when you switch. You can choose to provide exact usage figures based on the last 12 months which will give a more accurate estimate (you can ask your previous supplier for these figures). We then divide this amount by 12 to work out the monthly amount of energy you use.

 

When will my payment be taken?

Your first payment will be taken on your ‘live date’ which is usually 21 days from the day you switch. We take a payment on the first day you’re with us so that you start your contract in credit rather than owing us for the first month.

 

What happens if my account is in debt?

If your account is in debt, we'll increase your direct debit to pay off the debt. If you prefer, you can make a one off payment - just get in touch on LiveChat or by calling 0333 210 7070.

 

What happens if I use less energy than I’m paying for?

Throughout the year your usage may change according to the season. In the summer months credit may build on your account. This credit can be used to pay for future costs and will be smoothed out over your payments for the year. You’ll be notified of this credit when you receive your quarterly invoice.

 

How often do you review my direct debit?

We'll usually review your direct debit quarterly, however in some cases this may be sooner if your consumption shows you are paying too much or too little. We'll send you an email letting you know what the new direct debit will be.

If you think the new amount is wrong, please take a meter reading and get in touch so we can recalculate.

 

I haven't given you readings, why have you reviewed my direct debit?

Your previous supplier sends us your historic consumption information when you switch; if you haven't provided any meter reads, we'll use this to review your direct debit. 

 

Will I receive a bill?

You’ll receive a quarterly statement via e-mail. You can also keep track of payments you have made via your online account.

 

How often do I need to provide meter reads?

If you have an old fashioned meter we’ll get in contact with you every few months to ask for meter reads. However, once you have your smart meter installed you’ll never have to provide a meter read again. Happy days! If you’d like more information about smart meters go to our smart meter page.

 

How do I change my direct debit details?

If you need to change your direct debit details give our Brighton based customer services team a call on 0333 210 7070. Remember to have your bank details ready, we’ll need your account number, sort code and name on the account to process your new direct debit details. 

 

Can I change from prepayment to direct debit?

If you have a smart meter you can switch from prepayment to direct debit. If you haven’t got a smart meter you can call 0333 210 7070 to arrange your free smart meter installation.

FAQS

What happens if I use less energy than I’m paying for?

Read More

What happens if my account is in debt?

Read More

When will my payment be taken?

Read More

Will I receive a bill?

Read More

How often do you review my direct debit?

Read More

How often do I need to provide meter reads?

Read More

How do I change my direct debit details?

Read More

How is my direct debit worked out?

Read More

How is my direct debit worked out?

Read More

Can I change from prepayment to direct debit?

Read More