Help & Support

Your Monthly Direct Debit is reviewed annually and 6 monthly if it falls within certain parameters.

If we think you're paying too much, or not enough, for the energy you've used and what you're likely to use in the future then we'll adjust your Monthly Direct Debit accordingly. We'll let you know about this by email or letter and give you at least 10 working days’ notice of the change.

If you’re paying too much, a refund will be returned to the bank account the payments are taken from. This applies when the balance on the last bill is more than £50 of credit. We'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated.

Any credit balances of less than £50 are included in the revised monthly calculations.

Please contact us if you feel you are paying too much, or not enough, for your energy and we can review it.