Billing & Payments

As far as we can, we'll make sure that your bills, statements, direct debits and any payments you make are accurate and keep you on track to precisely match the cost of the gas and electricity you use. In practice this is really difficult to do - particularly if you're a brand new customer. 

Let's start with your payment options. You have two main options chevron_right

Fixed monthly direct debit

You pay us the same amount every month and we pay it into your account. Most people choose to pay by fixed monthly Direct Debit because it’s simpler, more convenient and helps you budget. Plus it’s usually cheaper.

Most people use more energy – particularly for heating – in the colder months and less in the summer. If you choose to pay a fixed monthly amount, we’ll help you estimate how much energy you’ll use over a year and then smooth the cost into 12 equal monthly amounts. Paying by monthly direct debit means that - if you're on track - your payments stay the same throughout the year.

If you choose to pay by fixed monthly Direct Debit, we'll send you regular statements to tell you how your account stands.

To help us to do this we’ll review your monthly Direct Debit payment throughout the year to make sure you’re paying the right amount for your energy, we'll do this at least once a year.

We review how much energy you’ve in the previous year, and calculate how much your payment needs to be to match the same amount of energy in the coming year. We also include any money that you owe in this calculation. We’ll try to get you back to a zero balance by your next annual review. That way you’re only paying for what you use and don’t build up a large debt or credit. When we review your payment, we comply with the Direct Debit Guarantee.

After your review we’ll contact you to let you know if we need to change your direct debit. If your Direct Debit looks to be wrong, we might ask you to increase your payments or suggest you reduce them, if there is going to be a change we’ll always let you know 10 days in advance.

To find out more or set up payment by Direct Debit, please get in touch on 0800 280 8000 or email help.uk@engie.com

Pay whenever you receive a bill

If you choose this option, you won't pay a regular fixed amount into your account, you just pay when we send you a bill. You can either pay this automatically by variable direct debit, or you can pay through a number of other options - online or over the phone (click here to find out more about paying by these methods). Some people prefer this method because they feel more in control, but the risk is that you get hit with a bigger than expected bill at the end of the winter - particularly if it's a cold one.

If you choose to pay when you receive your bill, we'll send you a bill every three months with a request for payment.

More Information

For more information on Energy UK's Accurate Bill Code of Practice click here

A guide to 'back-billing', for when you haven’t been correctly charged for your energy use, can be found here 

So, what's really important is that we get as accurate a picture as possible of how much gas and electricity you're likely to use. This is to help us give you a more accurate quote and – if you tell us who your old energy supplier is – how much money you could save. There are two ways to do this:

  1. Telling us the annual consumption figures from your last gas and electricity statements, or
  2. Telling us how much you typically pay each month

The best way to do this - especially if you're staying in the same property and switching to us - is to give us the numbers off your past bills or statements. This is the best guide of what the next year might look like.

If you've moved, again your old bills will serve as a guide, but try to anticipate any significant changes, such as the need to use more energy because somebody will be at home more, or you're cooking or heating the home differently. Take a look at our moving guide for tips and guidance.

If you're getting a quote from us, we'd always recommend that you refine your quote. This gives you scope to tell us how you heat your home and what you mostly cook with, and lets you select the description that best fits your home life – from igloo to tropical hothouse. We'll also need to know whether you have a standard meter or an Economy 7 meter. For Economy 7 we need to give you two prices – for daytime and nighttime usage.

As a customer, we'll ask you to give us regular meter readings so that we can calculate how much gas and electricity you've used. This is the very best way of keeping track of your energy use and your spending.

The key thing to remember with all of this is that, if you're not sure about which option to choose, or if you're concerned about how you're going to pay, we're just a phone call away. Please, just get in touch. We want your energy account to run smoothly in the background, so you can get on with all the important things in life.

Understanding Your Bills & Statements

You'll receive bills and statements from us detailing your current balance, how much you owe, information about your tariff, options for switching and your spend for the year. Here's how to read one of our bills and what parts to look out for.     

 

 

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