Your new supplier will ask you to supply them with opening meter readings. They’ll use these readings to set up your new account and will send them to us so we can create an accurate final bill for you.

In the meantime, you can help us to bring your account up to date by submitting your meter readings here.

Please contact us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. To amend incorrect final readings, we need to agree this with your new supplier so please allow a further 28 days for us to do this and finalise your account

Your Direct Debit payment is based on your energy consumption, so it's important to give us your meter readings regularly. They can make a big difference to the accuracy of your Direct Debit.

If you have a smart meter, we’ll be able to obtain automatic readings from your meter.

If you don’t already have a smart meter, find out more about the benefits and book an installation here.

In accordance with our Terms and Conditions, if we are unable to collect your Direct Debit payment, we will apply a £5 administrative fee if we are still unable to collect this when we re-submit the request.

To calculate your new Direct Debit, for both gas and electricity, we add your current account balance for each fuel to the cost of the energy we estimate you've used since your last bill and what you'll use over the next 12 months.  This total amount is then divided into 12 equal monthly payments.  If your next payment is due in the next 14 days this will remain at it’s current value. We deduct this payment into account and spread the remaining costs equally over the other 11 monthly payments.

You can switch supplier at any time. While all suppliers are doing their best to avoid any disruption to your smart services if you switch, you may find that you lose some of your functionality. For instance, you may have to submit your meter readings again and detailed usage information may only be available through your In-Home Display.

If you’re moving home, please contact us at least 24 hours before your moving day. This way we can ensure that both the smart meters and In-Home Display are cleared of all consumption data and a final meter reading can be taken remotely before the new occupier moves in. Please also make sure to leave your In-Home Display (IHD) behind for the new owner as is it paired directly with the meters and will not work in your new home.