As you may be aware, we changed our customer care and billing system in March 2015. This system is designed to help us provide great customer service to all. However, some of our customers experienced some issues as a result and didn’t get their bills on time. We believe this problem has been resolved now but if you’re finding yourself without a bill, we’ve put some information below to help you.
If your bill has been 'Archived'
If you have tried to download a bill in your online account and recieved a message telling you your bill has been 'Archived' this could be because of one of two issues:
- The bill is over 12 months old
- The bill hasn't reached the online account yet
If the bill you're looking for is over 12 months old, all you need to do is fill in the Archived Bill Request Form and we'll send it to you. If it's a recent bill, wait 24 hours and try again. if you still recieve the 'Archived' message, fill in the Archived Bill Request Form and we'll send it out to you.
If you pay on quarterly receipt of bill
If you make your payments quarterly upon receipt of your bill, and you haven’t received one in a while, it may be helpful to take action to prevent your account falling into debt.
If you are concerned about this, we advise you to log in to your online account and make a quick payment. Alternatively, if you don’t have access to your online account, you can make a payment over the phone using our automated payment line on 0800 0928277 or 01189 286213
If you would like to find out the current balance of your account, you can either access your online account to see a summary of payments or give us a call on 0800 9540693 or 01926 317650 and one of our advisers will be happy to find out for you.
If you're a new customer
If you’re new to us and you haven’t yet received your opening statement or bill, there is no need to worry. If you’ve agreed to pay by direct debit, these payments will be going out as expected.
Alternatively, if you’ve opted to pay quarterly on receipt of bill, you can make a payment on our automated phone line, just to be sure you’re up to date, on 0800 0928277 or 01189 286213
If you would like to find out the current balance of your account, give us a call on 0800 9540693 or 01926 317650 and one of our advisers will be happy to find out for you.
If you're awaiting a final bill
If you’re awaiting your final bill and you haven’t received it within a normal timeframe, please give us a call on 0800 9540693 or 01926 317650 and we will be happy to re-send it for you.
If you pay by Direct Debit
If you pay by Direct Debit and you haven’t had a statement recently, we’re sorry for the inconvenience this has caused. But the good news is; your direct debits will have been going out as planned so, while you may not have received a bill, it’s highly unlikely that your account will be in debt. The payments you are making monthly will be going towards your bill when we issue it so there’s no need to worry. In fact, your account may actually be in credit to help cover your energy usage over the winter months.
If you think you may be in debt, or if your Direct Debit has not been going out as planned, get in touch with us now on 0800 9540693 or 01926 317650 and one of our advisers we will be happy to go through your account with you.