< Go Back

Billing & Payments

Reduced Rate VAT Form
Additional Charge Schedule
Direct Debit Mandate

We aim to make billing and payments predictable and easy to manage. Your bill sets out your consumption for the billing period, the charges that apply, and your payment due date. If something does not look right, tell us promptly so we can review it.

Use the questions below for the most common billing and payment queries.

  • We bill using half hourly consumption data for your site. Your invoice shows the billing period, the total consumption for that period, and the charges that apply under your contract. It also includes regulated charges that sit outside your unit rate, plus VAT where applicable.

  • Billing dates depend on your account set-up. Your latest invoice will show the billing period and invoice date. If you need confirmation of your billing schedule, contact us and we will confirm what to expect going forward.

  • Your payment due date is shown on the invoice. Please pay by that date. This helps avoid reminders and prevents your account moving into late payment status.

  • Your invoice includes payment instructions. Depending on what has been agreed for your account, this may include Direct Debit or bank transfer.

  • Invoices vary for many normal reasons. Your consumption may have changed, particularly with seasonal patterns or operational changes on site. Regulated charges can also move over time. In some cases, the underlying data can be updated, for example where estimated figures are replaced with actual data. If the change looks unreasonable, contact us with the invoice number and a short explanation of what you are seeing.

  • If you think an invoice is incorrect, contact us as soon as possible. Include the invoice number, the site address, and a clear description of the issue. If you have supporting information, such as a meter photo, confirmation of a change of tenancy, or evidence of a site closure, attach it. We will review the query and tell you what we need to resolve it. Where appropriate, we may place the item in query while we investigate.

  • If you have paid but the payment is not showing, send us the invoice number, the payment date and amount, and the bank reference you used. If you can, attach proof of payment. We will confirm whether the payment has been received and allocated, or advise what is needed to trace it.

  • Yes. Tell us the site and MPAN, the updated billing address and billing email, and the date the change should take effect. If the change relates to a different legal entity, we may ask for evidence before we update the account.

  • If payment is not received by the due date, we may issue reminders and apply the late payment terms set out in your contract. Continued non-payment can lead to debt recovery action and may restrict account services. In some circumstances, and in line with industry rules and your contract, non-payment can ultimately lead to disconnection. If you are likely to pay late, contact us early. It is usually easier to resolve before the due date has passed.

  • If your business is struggling to pay, tell us as soon as possible. We may be able to agree a short-term payment plan where appropriate. When you contact us, it helps to explain what you can pay now, what you can pay over the coming weeks, and any relevant context such as a temporary cash flow issue, a disputed invoice, or site closure.

  • If your account is in credit, we can usually apply the balance to future invoices. Refunds may be possible, subject to checks and confirmation of bank details and authority. If you need a refund, contact us and we will confirm what information is required.

  • Business electricity invoices usually include VAT and may include other statutory charges depending on your circumstances. If you believe VAT has been applied incorrectly, contact us with a short explanation and any supporting evidence, and we will review it.