• Refunds

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    Check if you can get a refund

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    Our online refund form only takes two minutes

    Rh FAQ

    Get more help with your refund


    Check these before starting:

    Is your bill estimated?
    An actual meter reading helps us make sure your bill is right. Give us your reading when you apply for a refund.
    Find out how to read your meter.

    Paying by monthly Direct Debit?
    If you pay by Direct Debit, every six months we’ll check what you're paying against what energy you're using. Every 12 months we'll review your future Direct Debit payments. If we forecast these payments will be enough to cover the amount of energy you're likely to use, we'll automatically refund any credit balances over £5. This is providing we have an up-to-date actual meter reading.

    Please note: We'll only consider a refund with an actual meter reading.
    You'll need these details to hand:

    Arrow Your name
    Arrow Your telephone number
    Arrow Your address
    Arrow Your account number (optional)
    Arrow Your email address
    Arrow A meter reading (required if your last bill was estimated)

    How long will your refund take?

    Once we've got your request, we'll check the details. We'll get in touch if there's any problems

    If you pay by Direct Debit - we'll refund to your bank account within 10 working days.
    If you pay by any other way - we'll refund by cheque within 10-14 working days.

  • Help with your refund

    If you have more questions about refunds or related areas, check out our frequently asked questions below.

  • I have a question about my refund

    I’ve agreed a refund with you, but my amended bill doesn’t show the refund - why?

    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.

    You've sent me a refund but I didn't ask for one. 

    If you pay by Direct Debit and your account builds up a credit over a certain amount, then we may refund you automatically.

    I'm moving house and I have a credit on my Pay As You Go meter – how do I get a refund?

    If you think you may have a credit on your Pay As You Go meter when you leave your property you'll need to contact us. Make sure you give us a meter reading from the day you move so we can make sure your account is billed accurately.

    I’m switching to another supplier and my account with you is in credit – can I have a refund?

    When you switch to a new supplier, we get your final reading from them. We use this read to close your account and produce your final bill. Then we’ll automatically refund any credit you may have left. If you pay by Direct Debit and keep it open, we’ll refund the credit straight to your bank account. Otherwise we’ll send the refund as a cheque.

  • I have questions about my bill

    I haven’t had a bill from you for some time - why?

    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, you'll get your bill quarterly and 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.

    I don’t understand my bill - can it be explained to me? 

    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.

    How can I find out what my up to date balance is?

    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.

    What do the terms debit and credit mean on my bill?

    Just like your bank account a debit is a deduction, like a bill. On your account balance it means you owe money. A credit is an addition, like a payment you’ve made. On your account balance a credit is money we owe you or it’s to cover your energy use in the future. Debit means that there is less money in your account than the account balance. Credit means there is more money in your account than the account balance. The word ‘credit’ will also show next to any payments you have made to us since your last bill, or a discount that has been applied to your bill.

  • I want to know more about credit and Direct Debits

    How do I set up a Direct Debit?

    Use our Direct Debit form to give us your details online.

    Why is my Direct Debit reviewed only once a year?

    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 0345 071 7936* or contact us.

    Can you change my Direct Debit payments without my permission?

    Yes, we can change your payments as long as we tell you in advance. This gives you time, if you need to, to get in contact with us to discuss the new amount. 

    Why are you increasing my Direct Debit when I’m in credit?

    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.

    I’m paying by Direct Debit, how do I have a credit on my account?

    Because your energy costs have been spread out over 12 months, sometimes you’ll be in credit and sometimes in debit. 
    In the summer you’ll use less energy, so when the summer ends you may have a credit on your account. That credit will be used up in the winter when more energy is used for heating and lighting.

    How do I change the monthly amount I pay by Direct Debit?

    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.

    I’m changing to another supplier do I need to cancel my Direct Debit?

    No, when you receive your final bill, we’ll automatically refund any credit or take a one off payment for the final balance. 

  • I have questions about meter readings

    How do I give you my meter reading online?

    If you have an online account:
    Log into your online account and click on the 'Your accounts' 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.

    I can’t reach my meter - can it be moved?

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

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