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Direct Debit Explained

Direct Debit Explained

Information about our Direct Debit payment method including details of how to setup

Direct Debit is one of the easiest and most convenient ways to pay for your energy.  Instead of paying small bills over the summer and large bills in winter, this payment method spreads estimated energy costs, which could make it easier to budget. The payments are deducted automatically from your bank account and are protected by the  Direct Debit Guarantee

How are your energy Direct Debit payments calculated?

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.

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.

How to setup a Direct Debit

You can setup a Direct Debit via your Online Account or App.

Once you have logged into your Online Account or the App, please select the "Change your tariff" option to setup your Direct Debit.

Bills and Direct Debit Manager

When you pay by Direct Debit, you'll get a bill summary from us twice a year (or more frequently, depending on your account management preferences). This will include details of your energy consumption over the period since your last bill summary.

The below video provides further details about your Direct Debit bill.

Using our online Direct Debit Manager tool, you can take control and manage your payments even more effectively. It allows you to view your energy usage and adjust your payments within certain limits to keep your payments in line with your usage

The Direct Debit Manager tool can also be used to update the bank details and also the payment date

Requesting a refund

With Direct Debit, we spread the cost of your energy evenly across the year. This means that you may build up a credit balance over the summer months. It may be a good idea to leave this balance on your account to pay for the extra energy you’ll use during the winter.

If you wish to request a refund, this may mean we need to recalculate your monthly payment amount. Please log in to your online account to provide us with up-to-date meter readings and we’ll check if your account is eligible for a refund. If you require a refund, please chat to us.

Last updated: 17 March 2023

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