First you'll need to register for eServices. You’ll then need to sign into your new profile and attach your account number(s) on your first visit.

You'll then be able to view your bills, update your meter readings and make payments. 

Yes, if you have an online account, please log in and let us know your meter reading(s). We'll tell you your new balance straightaway.

You can also complete our online form to let us know your meter readings, but this can take up to five days to be updated.

If you have an online account:
Log into your online account and click on the 'Your services' tab, just under your name. You'll see some of your account details and a little further down the page there's a section for meter readings.
Just put your meter reading in and we'll give you an up to date balance straight away.

If you don't have an online account:
You can give us a meter reading using our online form. This can take up to five working days for your account to be updated.

If you’ve logged into your account and given us a reading, we’ll tell you your new balance and how much you’ve used since your last bill straight away. Or if you’ve given us a reading using our online form, it can take up to five days for your account to be updated.

If you’re due a bill in the next two weeks, we’ll use your reading to bill you. If you’ve had a bill in the last four weeks, we’ll update it and send you a new one.

You can give us a meter reading as often as you like.

If you put the wrong meter reading online, don’t worry, you can go back and put the right one in. When you give us a meter reading, we’ll check that it’s about what we expect your usage to be. If it’s not, then we’ll tell you.

If your reading is correct and you’re still having problems, please contact us so we can help.

Once you’re registered for eServices, we’ll send you an email to let you know your bill is ready to view.

Register for an online account and attach your gas and/or electricity account(s) to it.

Give us a meter reading when you've logged in and we'll give you an up to date balance straight away.

Yes, you can pay your bills and manage your account online by registering for eServices. 

Yes, there's no limit to how many payments you can make online. You can login, give a meter reading and make payments as often as you like to help keep your account on track.

eServices (formerly known as eBilling or online billing) is the name for the online area where you can manage your energy and/or home phone accounts. It only takes a couple of minutes to register for eServices and then you’ll be able to check your accounts at any time.

Once you’ve logged in, you can update your meter readings, make payments and view your bills online.

It’s easy to save paper and energy by going paperless. Just log into your online account, select ‘Your services’ and under ‘Statement type’ select the paperless option. Once you’ve gone paperless, we’ll send you an email when your bill is ready to view.

Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘Your services’. Under ‘Your last bill’ you can find your bill, view it in a PDF format and print it.

You’ll only be able to view your bills online from the date you’ve registered for an online account. Once you’ve registered, your bills will be kept for two years.

Go to the login page and click on 'Forgotten your login details?', then enter your email address. We'll send you a new password to your email address. Login with the new password we've sent you but change it straight away to keep your account secure.

Log in to your account, then go to 'About you'. You can change the email address you want us to use for your future bills.

Log in to your account, then go to the 'About you' section. Under 'Your password' enter your new password and click 'update' at the bottom of the page.

Yes - you don't need to worry about anyone else having access to your account details. If at any point you think anyone has learned your password then we’d advise you change it to something no one else knows as soon as you can.

Our website is designed to work with the minimum of fuss. The only additional programs you might need are an up-to-date media player to see our videos and a PDF file reader such as Adobe to view some documents. We'll never request that you download any software directly from our site.

Even if you provide your meter readings online, we still need to do safety checks on your meter. We have a responsibility to inspect your meter at least once every two years.

So, if a meter reader or engineer calls please let them in.

We base estimated readings on a number of things including:

• The amount of energy you’ve used in the past.
• The average amount of energy used by customers with similar usage patterns.
• The time of year and season, like summer and winter.

If you don’t think the estimates are right, check the reading on your meter. You can give us a meter reading online, use our automated Meterline on 0800 107 3205^* or contact us.

By law, we’re required to try and read your meter once every two years. This is for safety reasons as well as making sure you’re paying the right amount.

We like to try and read your meter every six months, so your bills are as accurate as possible. If your meters are inside and you’re out when we call, our meter reader will leave a card to let you know we’ve been.

If we receive an accurate meter reading after we sent the original bill, we often send a revised bill using the new reading. This helps to keep your account up to date and make sure you’re not paying too much or too little.

We do our best to make sure we use accurate readings to send you a bill, but occasionally mistakes can happen. If you don’t think the estimates are right, then check the reading on your meter. You can give us your reading online, use our automated Meterline on 0800 107 3205* or contact us.

This could be because your meter has been read since the bill was sent. Don’t worry – just check the meter readings on your latest bill against the reading on your meter.

If you have made a payment, check if it is showing on the most recent bill. If the reading on the new bill is similar to your actual meter reading, and the payment is showing, the new bill is correct.

If the payment isn’t showing, or the new meter reading is very different, please contact us and we’ll let you know the balance on your account.

Any payments made will show on the first bill you received, so it’s a good idea to keep it for your records. The updated bill will show the new balance and any new payments or amendments made since the first bill was sent.

Yes, your revised bill will show a new payment date so you’ll have enough time to pay and still receive the prompt payment discount. You can make further savings, paying by monthly Direct Debit.

The prompt payment discount is worked out at 2.5% off the unit prices. So if your revised bill is higher or lower than the original, your prompt payment discount amount will change.

It depends on which part of the country you live in. In certain areas most major suppliers use the same companies, such as Accuread or Siemens, to read their meters. Our representatives will always carry identification that shows they are contracted by us. If you’re unsure, their ID badge will have a number you can contact to verify this.

We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. You can check the date on your last bill to give you an idea of when your next bill is due.

If you’ve got an online account, we’ll tell you the two week period when your next bill is due. Your bill could be created anytime between these two dates. If you’ve checked and are still concerned, get in touch so we can help.

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, you can read your meter and give us your meter reading online, use our automated Meterline on 0800 107 3205* or contact us. We’ll update the meter reading and send you a new bill.

If the meter reading is correct, it’s possible that the amount of energy you’re using has changed or that our prices have changed. You can find out more in our billing and payment help.

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline on 0800 107 3205^*. We’ll update the meter reading and send you a new bill.

Your meter may have been changed if you’ve changed your heating system or price plan, or it’s time for it to be updated. When this happens, we’ll contact you to let you know we’re going to visit to change the meter.

If the meter serial numbers don’t match up, the first thing to do is check if your meter has a yellow sticker with any meter change details on it. If it does, make a note of these details. Then, whether or not your meter has a yellow sticker, please contact us to let us know about the difference in numbers.

You'll get the biggest discount paying with a monthly Direct Debit. 

Yes, we can arrange large print bills, talking bills and bills in Braille. For more information, visit our Careline section or contact us to let us know.

If you’ve made a payment it should show on your account within a few days, so you don’t normally need to let us know. But if you have a payment plan and you made your payment later than you were supposed to, you could contact us to confirm that your payment plan is still in place.

If you need a little extra help understanding with your bills, we’re here to help. Check out our guides to understanding your bill or you can contact us and one of our expert advisers will be happy to help.

If you’re registered for eServices you can print off a copy at any time by logging in to your account. If you get your bills through the post, please contact us and let us know which bill you need a copy of and we’ll send one to you.

If you’ve been with us for a year or more and you pay by monthly Direct Debit, then you’ll automatically receive your bills every six months. Providing that we can get access, we’ll read your meter every six months, so your bills will always be accurate.

This prevents you receiving estimated statements twice a year and cuts down on the amount of paper we use, helping the environment. We’ll continue to review your payments each year, so you can be confident you’re paying the right amount.

You can see how much you’ve used at any time by registering for an online account and entering your meter reading. You can also sign up for paperless billing, and we'll send you an email when your bill is ready to view.

The correction factor is used to convert gas units into kilowatt hours (kWh). It takes into account changes in the volume of the gas based on temperature and pressure, which can vary slightly for different supplies. This makes sure all customers receive the same number of kWh for each cubic meter of gas that is supplied to them.

The correction factor is 1.02264, which is standard across all suppliers.

The calorific value refers to the amount of energy that’s released when a certain amount of gas is completely combusted under specific conditions throughout the National Grid system.

It’s measured continually and changes a small amount every day, but a typical example of the calorific value is 39.2.

First choose the product your want, then click the ‘apply now’ button. Or you can call us on 0800 980 2475*.

We’re not allowed to stop you leaving us without having a reason. If you didn’t agree to leave us, contact us as soon as you can and we’ll be happy to help.

Contact us as soon as you can. We’ll be happy to look into this and let you know what’s going on.

To join us it usually takes four to six weeks. We’ll contact you to let you know the exact date.

Yes, after the cooling off period has finished, we’ll get in touch with your current supplier to let them know.

We can’t close any payment plan you might have with your current supplier. We recommend to leave any payment plans with your current supplier open. When we send the final meter readings to your old supplier they’ll send your final bill to you. Your old supplier can then take or refund your final balance.

We might have stopped you moving to another supplier for a number of reasons. Contact us as soon as possible, we’ll help explain what’s happened and what we can do.

Every home has unique identity numbers for gas and electricity which all suppliers use. We try very hard to make sure we have the right identity numbers, but sometimes mistakes can happen. If you think we’ve taken over your supply by mistake, contact us.

If we’ve used an estimated meter read to open your account, it’s probably because we haven’t been able to get hold of an actual reading.

Take a meter reading straight away. If you have it, we’ll also need a meter reading from around the time you changed over to us. When you’ve got your meter readings, contact us. The meter readings will help us to make sure your opening read is correct.
If you don’t have a meter reading from when you changed over to us, don’t worry. Just take a meter reading today and another one in five days time, then contact us. We’ll use your readings to work out your average daily use and change the opening reading in line with it.

It can take four to six weeks for you to join us. We then send the meter readings we’ve used to open your account to your old supplier.
Your old supplier then has up to six weeks to agree the readings with us and send your final bill. This bill should only go up to the date that you joined us and to the meter reading we opened your account with.

When you start with us we’ll ask you for a meter reading to open your account. So that your old supplier can send a final bill to you, we’ll give them this meter reading.
But, we’ll estimate a meter reading if we haven’t been able to get hold of an actual read. Your old supplier will then use this estimate.

If the estimated reading on your final bill seems to be a lot higher or lower than you think it should be please contact us. If you have a reading from the day you switched, we’ll make sure it’s passed to your old supplier.

If we don’t have a reading from the day you switched to us, we’ll use an estimate based on your energy use with your old supplier. If you think the estimate we’ve used is too high or too low, take a reading from today and contact us. We’ll take a look into it for you and if we need to, work out a new reading.

Once we have a read to open your account, it can take up to six weeks for your old supplier to get this read and close your account. If it’s been longer than six weeks, please contact us so we can look into this for you.

Once your supply has started with us, simply contact us and we’ll have a chat about what’s best for you.

If you have an outstanding bill with your current supplier, you’ll usually have to pay it before they’ll let you join us. If you don’t, they could delay or even stop your change over. If you have a prepayment meter and the debt is under £200 you’ll still be able to switch to us.

We will automatically reapply for your supply three times. After that we’ll stop trying to switch you over to us. So if you still want to switch to us, please contact us as soon as possible.

Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.

First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that’s meant to cover the bill. Or for example, on a gas account during the summer where the credit will be building to cover winter gas usage.

You can request a refund by using our online form or  contact us and one of our expert advisors will be happy to help.

If you are due a refund it’ll be returned to you in one of two ways. For Direct Debit customers it will be sent directly back to your bank account. For all other customers it’ll be sent as a cheque.

Refunds directly to your bank account take three to five working days and cheques take seven to ten working days.

It’s quick and easy to set up, all you need is your bank account number and sort code. You can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

• We’ll give you a 6% discount off your energy unit price
• You can spread the cost evenly throughout the year
• It’s easy to manage
• You choose the payment date
• It’s so simple and easy to budget - which means it’s the most popular choice of payment with our customers
• It’s quick and easy to set up. All you need is your bank account number and sort code.

You can set up a Direct Debit using our online form or contact us and we'll be happy to help.

• We'll give you a 4% discount off your unit prices
• It's easy to manage
• Your account will be paid off in full every quarter
• It's quick and easy to set up. All you need is your bank account number and sort code

You can set up a Direct Debit using our online form or contact us and one of our expert advisors will be happy to help.

We base your monthly payments on the amount of energy you’ve used over the last 12 months. We take what you’ve used in spring, summer, autumn and winter and average it out so that you pay a set monthly figure to cover you all year round.

Not been with us for over a year? Don’t worry, you can set up a Direct Debit using our online form, or just contact us and one of our expert advisers will be happy to suggest a figure based on your lifestyle and the size of your property.

We review your account at least once a year to make sure you’re not paying too much or too little. You’ll still get regular statements so you can keep an eye on how much you’re using.

It’s important we have accurate meter readings to help us check you’re paying the right amount for your energy. If you’ve received an estimated bill, then check the reading on your meter and let us know what it is. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us.

When we review your account, we can change your payments if we think you’re paying too much or too little. We have to let you know if we are making a change, so we’ll send you a letter or put a message on your bill to give you time to contact us if you have any questions.

Depending on the time of year and how much energy you use, your account may go into credit or debit. For example, over the summer months, you’re likely to build a credit on your account. This is to help cover larger winter bills.

A Direct Debit is based on the cost of your estimated annual energy use divided into 12 even monthly payments to spread the cost over the year. As a result, we may need to increase your payments, even if you’re in credit.

We’ll always tell you before changing your payment to give you time to contact us if you have any questions.

We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, take a meter reading, then you can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that's meant to cover the bill. Or for example, on a gas account during the summer months where the credit will be building to cover winter gas usage.

To request a refund, please use our online form or contact us. 

Your Direct Debit payment plan is spread across the year and based on your estimated annual energy use, so it's normal for your account to be in debit or credit at certain times of the year.

We review your account at least once a year to make sure you're not paying too much or too little. If we think your monthly payments need to be changed, we'll alter them and let you know.

If you'd like to change any of your Direct Debit details use our online form. 

If you are on one of our fixed rate price plans it means that the unit rate that you are charged for gas or electricity does not change even if the market prices do. A Direct Debit is set based on your energy usage. If you use more energy, the Direct Debit needs to be increased to cover that cost. The prices will not have changed, but any increased energy use would mean an increased payment level. If at any time you’d like to change the amount you’re paying, contact us and one of our experts will be happy to review it with you.

To make your move as easy as possible, take a look at our advice on moving home. 

You can let us know online or contact us and one of our advisers will be happy to help.

If possible, take meter readings and contact us as soon as you can and we’ll update your account.

Don’t worry, contact us and we’ll be happy to help.

Make sure that you’ve followed our advice for moving home and that you’ve given us meter readings from when you moved in. Contact us and we’ll be happy to help.

Yes, it doesn’t matter where you’re moving to in the UK, we’ll still be able to supply you with energy or talk home phone. You can let us know online that you’re moving  or contact us to let us know that you’d like us to supply you at your new home. Sometimes, we may not be able to supply your property without the meter being changed. If this happens, we’ll let you know.

There are lots of different gas and electricity meters, both normal credit meters and prepayment meters. If you’re concerned about the meter type in your new house, or you’d like to find out more, please contact us and we’ll be happy to help.

Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.

We don’t always charge for changing a meter, it depends on the type of meter you intend to change.

For example, if you wish to change from a Pay Go meter to a credit meter, a credit assessment is required and a £52 charge. However, there are a number of customers, including vulnerable groups, that are exempt from the charge. Please contact us for more information and one of our expert advisors will be happy to help and answer any questions.

If your meter needs to be changed when you change your price plan, we can arrange an appointment with you. Contact us to talk about changing your meter.

It’s usually your responsibility to fix any damage to your meter box. However, if the damage was caused by a meter reader, then contact us so we can help. If it was damaged by your local electricity distribution company you’ll need to contact them. You can find the phone number to contact them in the front of your phone book.

You can read our ‘How to read your meter’ section to identify your meter type, or you can contact us and we’ll be happy to help.

Most meters are installed to match the central heating system in your property, so you should already have the right meter for your home. You can find more information on types of electricity meters or you can contact us and we’ll be happy to help.

Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating, as you can charge them during the night. Your meter will have two rates – a day and a night rate. Each will record all electricity used during those times.

The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper. This lets you heat both your home and your water more efficiently.

For more details, contact us and we’ll be happy to help.

The ‘off peak’ hours for Economy 7 vary depending on where you live, but generally they run between 11:30pm and 6:30am during the winter, and 12:30am to 7:30am during the summer.

For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

Economy 10 gives you ten hours of cheaper electricity in a day. It’s specifically designed for use with electrically-heated wet radiator systems.

Your meter will have two rates – a normal rate and a low ‘off peak’ rate. Each will record all electricity used during those times.

The normal rate is more expensive than on General Domestic, but the low rate is cheaper. So it’s ideal if you use your heating during these times.

Please note that Economy 10 is only available in some parts of the UK.

For more details, contact us and we’ll be happy to help.

The ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.

For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

The 'off peak' times will vary depending on where you live and the type of meter that you have.

Some meters will automatically adjust themselves when the clocks go back or forwards, meaning that any appliances you have set on timers won't need to change. Other meters won't change with the clocks, so you'll need to manually adjust the timers on your appliances by an hour instead.

For more details or to find out the exact hours for where you live, contact us and we'll be happy to help.

If there is a problem with either your meter or the token that you’ve bought, your meter will display an error code. This error message is important as depending on what code is shown, the actions that need to be taken change. Make a note of the message, contact us and we’ll be happy to help.

Sometimes cards can be faulty or may not be registered correctly. Your meter should show an error message. Make a note of the message and call us and we’ll be happy to help.

This message means that the valve inside your meter, which allows gas to flow through into your property, has closed. You should:

1. Check to see if there are any error messages showing on your meter.
2. If there are no messages, put your card into the meter and press and hold the red button until the valve opens. You should be able to hear the valve mechanism open.
3. If there’s an error message on the meter or if the valve doesn’t open, call us and we’ll be happy to help. 

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works: 

• When you want to use your emergency credit, insert your gas card into the meter.
• You’ll then be offered the emergency credit.
• To accept it, press the red button A. 

Returning to normal use:

• To return to normal use, you’ll need to charge your card.
• If you wish to see how much emergency credit you’ve used, remove the gas card and press and release the red button A.

Remember, you’ll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use. 

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works: 

• When you want to use your emergency credit, insert your key into the meter.
• If the key is left in the meter, the emergency credit is automatically activated if the credit drops below 50p.
• When using your emergency credit, the display on your meter changes to show the letter ‘e’.
• It’ll also show the amount of emergency credit left.

Returning to normal use:

• To return to normal use, you’ll need to put credit on your key.
• You can find out the smallest amount needed to return your meter to normal use by pressing the blue button once on your meter.

Remember, you’ll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use.