Help & Support

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I have received a letter to say my Monthly Direct Debit is increasing and I can’t afford the new amount.

Monthly direct debit helps you budget for your energy by spreading the cost throughout the year. We will review the monthly direct debit amount at least once a year and write to you if the amount needs to be put up or down. The direct debit amount would only be changed to reflect the amount of electricity you are using. These reviews help to ensure that you do not accrue a balance on your account.
If you cannot afford the new direct debit amount, we will work with you to agree the most appropriate payment option. Please contact us by email here or call us on 03457 455 455*.
Unfortunately we cannot change a direct debit payment that is due to be taken within the next 7 days, so we would encourage you to contact us at the earliest opportunity if you are concerned about paying for your energy.


*Phone lines open Monday to Friday 8:30am to 6pm. Calls are recorded for quality assurance purposes.