I want to let you know that we're going to be reviewing all members’ accounts over the next few months to make sure your balance and payment amounts are in line with your actual usage. The review follows our rate change as a result of the rise in wholesale energy costs.
Because the increase is less than 1p per kilowatt hour, we’re not going to be changing everyone’s Direct Debit payments. What you spend with us also depends on how much energy you actually use.
What we’ll do is review your account and make sure your use and spend match your annual forecast - and, therefore, the level your Direct Debit is set at.
We’ll contact you if we think your Direct Debit payments need to change up or down. And we’ll always confirm any change to your Direct Debit payment 10 working days before it takes effect. Can you change your Direct Debit anyway?
If you’d like to change your Direct Debit payment, please let us know. Tap Help in the app and, type ‘service’, then select the option to message the team and tell us what you’d like your payments to be.
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