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Help & support
Billing and payments
The easiest way to pay your bill is online - alternatively, many customers find setting up a Direct Debit the most convenient way to pay.
Yes, you can can view and download your historical bills using our e-billing service.
We'll note on the back of your bill if your bill has been based on an actual or estimated meter reading. You can submit a meter reading to us at any time to improve the accuracy of your next bill.
Domestic customers are billed every three months. Business customers are billed monthly.
You can set up a Direct Debit through our website.
The direct debit should collect on the date you specified on the mandate providing it is a working day. If that is not a working day, it will collect on the closest working day to it. Most direct debit collections will show on your statement 3-5 days after we have collected.
Please contact us using our contact us form or call our team on 755500 and they can change the date or amount taken on your direct debit.
This will require a new direct debit mandate form to be completed with the new account details. Please contact us using our contact us form or call our team on 755500.
Paying by direct debit takes the effort out of paying your bill. You will still receive a bill every three months, but an agreed payment is taken automatically from your bank account so you don't have to do a thing. If you pay a fixed direct debit amount this will be taken monthly and if you pay a variable amount this will be taken when your bill is due every three months.
If you are a new customer who hasn’t had an account with us for a year or if you’re renting a property a deposit of £250 will be required. It will be returned to you after a year providing the account is kept up to date. If you pay via direct debit for a minimum of 6 months, the deposit will be returned sooner. All business customers are required to pay a deposit and the amount will depend on historic usage.
Yes, you can. Please update your standing order with your bank, unfortunately we are unable to do that on your behalf.
You can can view and download your historical bills using our e-billing service.
The standing charge contributes towards the fixed cost of supplying gas and maintaining the gas supply infrastructure.
If you'd like to close your account, you can do this online. Please take a photo of your closing meter reading as we'll ask you for this.
If you're in credit, you can request a refund online.
Yes, you can submit a meter reading online. We aim to read your meter every three months, but this isn't always possible. If you get an estimated bill and would like to provide your own meter reading, it's quick and easy to submit it online.
If you are struggling to pay your bill, please call our customer support team on 755500. They will discuss different payment options and personalised payment plans with you and help get your gas reconnected.
Please contact our customer support team on 755500 as soon as possible. We take our duty of care to customers very seriously and we make specific provisions for our customers who require extra support. Our team will discuss different options with you including personalised payment plans and joining our priority care list.
Can’t find the solution or answer to your
question? Get in touch with one of our energy advisers.
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