As you may be aware, we changed our customer care and billing system earlier this year. This new system is designed to help us provide great customer service to all. However, we have been experiencing a number of issues that may have impacted your account.
There are some customers who have not received a bill from us in a little while. If this is a problem that’s affected you, read on to find out what we’re doing about it and whether you need to do anything else.
We have resolved a large number of customer's bill queries so far so if you're waiting for your bill, it won't be long now.
To find out more, please select the option that best represents your circumstances
I 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.
I’m 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 either wait until our issues have been resolved and a bill has been sent to you. Or 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.
I’m awaiting a final bill
If you’re waiting on your final bill, don’t panic. We aim to have our issues resolved by the end of December 2015 so you should be receiving one soon.
If you usually pay when you receive a bill and haven’t had a bill or made a payment in a little while, it is possible your account could be in debt, which may prevent you switching to another supplier. If you believe this is the case, you can make a payment either through your online account or on our automated payment phone line on 0800 0928277 or 01189 286213.
If your account is in credit, we will provide a refund when we close the account.
Alternatively, give us a call on 0800 9540693 or 01926 317650 and one of our advisers we will be happy to go through your account with you.
I 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.