Smart meter – If your bill was due to be sent when there was a power cut, our automated system will have given an estimate based on how much power you normally use.
Standard meters – If you were due to have your meter read, our meter readers may not have been able to visit your property, such as when there is severe weather.
Check to see if you have a smart or standard meter.
You can submit a meter reading in My Account.
The quickest way to view your bill is to sign into My Account.
Once you have signed in, go to the View bill page and you’ll see the amount due and the due date, as well as the details of your most recent charges. From here you can also download your PDF invoice, or previous invoices by clicking on the Previous bills tab.
As well as your digital bill, we’ll send you your PDF invoice via email or post. Please note, if you opt to have your bill posted to you, there is a fee for each paper bill posted to you.
There are a few reasons why your bill might be lower than normal.
If none of these things ring true, or you have something else you’d like to chat through, please get in touch. We know that a low bill can sometimes mean a customer is limiting the amount of electricity being used as they may find it difficult to pay bills. If you are worried about this, here are some options we have to help you.
To monitor your energy usage, sign in to My Account and visit the ‘My Usage’ page to see your energy usage by the hour, day or month. (The usage graph usually takes a day or two to update, so you won’t be able to see what you got up to yesterday.)
There’s lots of reasons why energy bills are more in winter. Anything that heats or cools something will use more electricity or gas. Even if you don’t turn on the heater often, there’s other ways your energy consumption may go up in winter.
We tend to use more electricity and gas in winter to:
There’s a couple of reasons why your bill may cover a longer period than it usually does:
If you need it, we may be able to give you extra time to pay your bill or set up an instalment plan for payment. Find out what do to if you can’t pay your bill or need more time to pay.
There’s lots of different ways you can pay your bill:
We have different billing options to suit you.
You can choose to pay your energy bills weekly or fortnightly. This means you can align your payments with when you get paid if you want to.
To change how often you get your bill sign into My Account, go to ‘Pay bill’ then ‘Payment type’.
Monthly billing is based around when we get your meter reading. Once we have your meter reading we'll create your bill and the due date is 14 days from then.
If you have a regular payment method set up, like direct debit or SmoothPay, you’ll need to get in touch to change your payment date.
Weekly / Fortnightly billing
As you're on a direct debit, the balance will be direct debited 3 business days after the bill has been created.
If you need more time to pay your bill, please get in touch. We’re here to help.
If you have a credit on your account, and meet our eligibility criteria, you can request a refund via our mobile app, My Account, (on our website) or over the phone via our automated voice service.
To be eligible for a refund you should:
Refunds are generally processed within five business days as long as you meet the eligibility criteria. If you haven’t received your refund you may not be eligible.
Things that may prevent a refund from being processed:
SmoothPay is designed to spread the payments on your account over the year which means you should have a credit on your account in the warmer months. We do not generally offer a refund on credit amounts if you are on SmoothPay.
You can still request a refund online via My Account or via our app, and we will check if we can approve the refund without impacting your repayments. We will not approve the refund if it reduces your balance below the amount needed to cover your payments over the year.
If your refund request does not get approved, you can cancel SmoothPay but you will not be able to rejoin for a 12-month period and will need to pay your bills another way.
Customers on ControlPay cannot get refunds.