Our Debt Policy

We know that sometimes things happen that mean you can’t pay your bill. We are here to help. As soon as you think you may have missed a payment or are about to miss a payment, please contact us. You can do that by calling us or through our online form:


Please don’t simply cancel your Direct Debit or put the bill in a drawer. There’s usually something we can do to help.

Don’t worry if you get a bill that looks like you’re in debt. Usage varies over the year, it's normal to build up a credit by the end of Summer or a debit through the Winter. If you give us regular meter readings, we will make sure you are paying the right amount. We’ll adjust your Direct Debit to make sure you’re not paying too much or too little. If you’re paying for you energy when you receive a bill, we can set you up on Direct Debit to spread the cost in a regular payment. This avoids having larger bills over the winter months.

If you can’t afford to pay, we will work with you to set up a payment arrangement and can direct you to further support services. Some of things we might discuss:

 • Setting up a payment plan to spread the cost of the outstanding balance

 • Discuss setting up a Direct Debit if you haven’t got one already

 • Discuss Energy Saving Advice and Tariff options

Contacting us to discuss your situation is always the best way to resolve the situation.

If you're vulnerable, we can add you to our Priority Services Register (PSR). This allows us to offer services that could help if your energy supply is disrupted. If you'd like to be added to this, simply log in to your online account and select the option that's most relevant to you from the drop-down list.