What happens if I don't pay my bill (I don't have a smart meter)?

We understand that debt can be stressful. Please don't struggle with it alone. We can support you and help you find a more manageable way to pay, taking into consideration your individual circumstances. Have a look at the help you can get from us and other independent charities and organisations.

Get help with debt

I need more time to pay.

We want to do everything we can to help you, so let us know if you’re finding it difficult to pay. We can arrange for you to pay it back in manageable instalments. 

Get more time to pay

What happens if I don’t pay?

We will try to contact you to discuss your outstanding balance and circumstances, so we can help find a suitable way for you to pay. We may also visit your home to have this discussion. We only use home visits when we have been unable to speak to you or resolve your outstanding balance another way so remember if you’re struggling, please get in touch.

Get in touch

We never want to take further action against our customers. But this can happen if there’s an outstanding balance on your account and no repayment plan in place.

The steps we take when you don't pay will depend on your circumstances. Here's what might happen:

• Add a late payment charge to your bill
• Share your overdue account status and balance with a Credit Reference Agency
• Put a Default on your credit report
• Visit you at home
• Apply for a warrant to enable us to install a prepayment meter
• Take legal action to get a County Court Judgement against you

We may charge you to cover the costs for any debt recovery action we take. 

Will my credit score be impacted?

Some of the actions we take could affect your credit report and future mortgage, mobile phone and credit card applications.

We may report your overdue account status and balance to a Credit Reference Agency each month it remains unpaid.

If your bill remains unpaid, we may register a Default on your credit file. A Default will stay on your credit file for six years from the date it is registered. Before this happens, you will receive a Default Notice informing you of our intent to take this step.

We want to avoid taking these measures. If you have an outstanding balance, please get in touch today to see how we can help. 

Get in touch

Details of the data we collect and share and who we share it with are available in our Customer Privacy Notice.