Frequently asked questions
Direct Debits are simple to set up and give you some extra peace of mind. However, if there's anything you're unsure of why not check our these FAQs.
How do you work out my Direct Debit payments?
If you’ve given us your consumption details in kWh your monthly Direct Debit will be pretty accurate. If you don’t know how much energy you use, that’s fine – we’ll simply estimate it based on your postcode, historical usage in your property and the time of year (usage is higher in winter).
How can I be sure I'm paying the right amount?
The key is to give us your meter readings. One a month and you’ll be spot on.
Why have my Direct Debit payments gone up?
There's a few common reasons for Direct Debit payments going up. It could be something at your end or it might be something to do with us. For example you weren’t paying enough to cover your usage, you've given a meter read that's higher than our estimates, there are more people in the house, you’re using more appliances, you've started working from home. Or you might have changed tariff, our prices have gone up or the weather is colder than expected.
How can I change my Direct Debit amount?
If you feel your Direct Debit payments don't match your energy usage, you can easily change your payment amount by contacting us.
What if I don't want to pay by Direct Debit?
That's OK. You get better prices paying by Direct Debit but you don't have to. We have two other tariffs available - Monthly Premium which involves paying on receipt of your bill and PAYG Saver which you pay by topping up a prepayment key.
What if my Direct Debit needs to change?
We'll take a look at your account every three months to make sure your payments cover your usage, if there's anything not right, we'll let you know. Normally your Direct Debit will only be reviewed every six months. If things need to change, we’ll send you an email ten days before we collect the new amount.
What happens to my Direct Debit if my tariff changes?
Don't worry. We'll change your Direct Debit automatically. And we'll let you know at least ten working days before we collect the new amount from your bank.
What if I sign up in the winter?
If you join us between November and March, we'll set your Direct Debit payment higher at first, to make sure that your account doesn't fall into debt in the winter months when you're using more energy.
Don't worry; the annual cost of your energy will stay the same. We'll review your payments in the spring and bring them down to their normal level as soon as we can.