Are you struggling to pay your energy bills?

You can pay for your bill in the following ways:

1. Fixed or variable Direct Debit.

2. In full when you receive it. You'll need to do this within 7 days. If you don’t pay on time we may add additional fees to your account.

3. Payment plan. We can set up an affordable regular payment that you can pay through a Post Office, Payzone, through your online account or by giving us a call.

4. Fuel Direct. Payments straight out of your benefits before you get them.

5. Pay-as-you-go (PAYG) or a prepayment meter.

We won’t apply any set up costs or additional charges when agreeing a payment plan with you.

We’re here to help, so If you miss a payment, or know you’re going to, it's always best to get in touch with us to avoid late payment fees and any negative impact to your credit file. There are lots of ways to contact us, so you can choose a way that's easiest for you.

If you miss payments, we’ll reach out to offer support and ask you to get in touch so that we can look at ways to help. This includes letting you know about debt advice services, like National Debtline. We’ll tailor our advice to your individual circumstances.

We can pause debt collection with something called 'breathing space', which you can ask a debt advice agency about.

As a last resort, if we don’t hear from you, we may install a prepayment meter. Before we consider this, we’ll take known information about your circumstances into consideration, such as any illnesses or disabilities at your household. We’ll set a repayment rate which you can change if you contact us.

We won’t disconnect your energy supply or limit the amount of energy you can use each day.

If you stop receiving benefits, or know your Fuel Direct payments are going to stop at any point, it’s important to get in touch with us. When you do, we can look at other ways to pay for your energy.

When arranging or updating a debt repayment rate, we'll let you know what this is on the phone. We'll also send you confirmation in writing.

If you’re repaying a debt through the prepayment method, we’ll be clear on the total debt balance allocated to the meter and how much you’ll pay towards your balance each week. You’ll still need to pay this even if you’re not using energy.

No, we’re all about treating you as an individual, understanding your circumstances and providing the right solution. Our team are trained to help you, and we monitor contacts to make sure we’re getting it right.

We will provide these when you join us, when you change your tariff and you can always take a look at them on our website.

Yes, if you move to a new home you can transfer any balance to your new address.

If you have a prepayment meter and you want to move to a new supplier, you can transfer up to £250 per fuel - as long as your new supplier agrees. If your balance is more than £250, you won’t be able to do this unless you make a payment that reduces your balance below this amount.

If your prepayment meter is difficult to reach, we might be able to move it to a more accessible location. If you have an older meter, we can update this to a Smart PAYG meter, so you can top up online. We can also reduce your debt repayment rate to make things more affordable (depending on your circumstances), or switch you to another payment method.

If it's a short term issue, we can help with a credit, but you’ll need to pay this back.

We’ll get in touch every year to make sure your meter is still right for you.

We’ll let you know if prices are going up or down and will send a message to your meter with the new information.

If you have an older prepayment meter, you will have to top up to update prices. However, if you have a new Smart PAYG meter, prices will update automatically.

We’ll also let you know if there are any changes to your repayment amounts and when your balance has been repaid in full.

If you don’t get in touch with us, or make arrangements to pay for the energy you're using, we may fit a prepayment meter. However, before we do this, we’ll consider:

1. How much you owe.

2. If we’ve made enough attempts to contact you to reach an agreement on payment, including visiting your home.

3. If a prepayment method is appropriate for your known circumstances, including information we receive from anyone acting on your behalf.

When we visit your home, our representatives will wear body cameras. We’ll keep a record of the visit and the footage.

We’ll never charge for installation of a prepayment meter if you ask or agree to one. However, if we install a prepayment meter due to an unpaid balance, we'll pass on charges for the costs we’ve incurred. If this includes the cost to obtain a warrant of entry, we’ll only apply it once in a year.

If there was a valid reason for not contacting us about your balance, or there are certain vulnerabilities in your household, we’ll waive these costs. After your meter installation, we'll contact you to check that everything is working correctly and you’re topping up.

Once your balance is repaid, we’ll let you know about other payment methods and tariffs. We'll also check if a prepayment method is still right for your situation. You may need to pay a security deposit, but we’ll ensure this is a reasonable amount.

Fitting a prepayment meter is a last resort. If it's difficult for you to speak to us yourself, you can nominate someone else on your behalf. To do this, you'll need to your give permission. You can also reach out through debt support agencies or by filling in our Paylink form online.