How to get a refund when moving home

Getting a refund when you move home

If you’re moving out and have credit on your account, here’s how refunds work,  whether you pay by Direct Debit or by smart Pay As You Go:

Customers with Prepayment meters

Do you use a card or key to top up? Let us know you're moving out at least two days before you go, and we’ll arrange to refund or transfer any credit left on your Prepayment meter.

Direct Debit (DD) customers

We’ll automatically refund any credit within three working days of your final bill, just make sure you don’t cancel your Direct Debit. Once your refund’s been processed, we’ll cancel the Direct Debit for you and securely delete your bank details.

Customers with smart meters switched to Pay As You Go

Is your smart meter switched to pay by smart Pay As You Go? 

We'll refund the credit on your smart meter when you move out. The amount we refund to you can be found in your final statement.