Change of supply
If you’ve switched suppliers and have received a final bill from us based on an actual or an estimated reading, we’ll automatically refund any credit back to you within 14 days of your final bill/invoice. This is if you pay by Direct Debit, cash, card or cheque.
If you’re a credit customer, it’s important you give us meter readings, your moving out date and a forwarding address as close to your moving date as possible. You can do this using our home movers form. This will help us make sure your final bill is accurate and work out if you’ve paid for more energy than you used up to the point you moved out. Once we have this we’ll automatically refund any money owed to you as shown on your final bill.
If you can’t give us this information, please contact us as soon as possible so we can discuss your account and decide how best to refund anything we owe you.
If you pay for your energy through a prepayment meter it’s a good idea to run your credit down before you move out. This is unless you’re repaying a debt. In this instance any credit left on your account will be used to pay off your outstanding balance. If you’re not paying off a debt or able to run down the credit before moving, please call us as soon as possible and we can arrange for any remaining credit to be refunded, which may require an appointment to remove the credit from the meter. Alternatively you can ask the new occupier if they will give you the full amount of any outstanding credit on the meter when they move in.
If you are now responsible for a property, the energy supply will be transferred into your name as the Executors of the estate until the time the property is sold or rented. We’d need meter readings as close as possible to this time and will use these to generate an accurate final bill and work out if a refund is owed or if there’s anything outstanding to pay. Any refunds will be sent though to you. If there’s a prepayment meter at the property the refunds process is the same as described in the ‘moving home’ scenario above.
In all instances, if we haven’t heard from you within three weeks of your final bill being sent, we’ll write to remind you to get in touch. If you have another account with us in the same name and we’ve found you’re owed a refund, we may transfer any credit to that account.
We remain committed to making sure our customers receive any credit due to them. Find out our progress so far.