To update your name or contact number, just click on the My Details tab and make any necessary changes. These changes will be instant.
Yes, you can. Within the My Details tab, there are other tabs to choose from; email address and password – just select Change password and you can make this change should you wish.
These changes should be instant, however if a letter or email to you was already in process then it may not include your new information.
In the case you have forgotten your password, just contact us via phone or email and we can send you an email that can help you reset this.
Yes, if you are not able to log in then we may be able to fix this for you. Send us an email and we will be in touch once this is resolved.
Easy. Just click on the Bills and Payments tab on the right-hand side and select Historical bills and payment. The most recent statement will show at the top.
This might be because you have not yet reached your billing date. Your previous statement will have a date next to it, so you can expect your next statement around the same date each month. If this date falls on a weekend, then you can expect this to be available by the next working day.
If you suspect there is a mistake on your bill, then we can look into this for you. Just get in touch to let us know what you think is wrong and we will be happy to help.
Yes, you can. However, this option will only be available if you have outstanding balance to pay, or do not have a direct debit set up. To do this, there will be a tab on the right-hand side called Make a Payment. Just have your card details ready.
This means that you currently have a direct debit set up, or do not have any outstanding balance to pay.
We can look into this for you. It could be that your payment was made after your statement was already being generated. In this case it is likely that the payment did go through, but just doesn’t show on your balance yet. After making the payment, you will be shown a transaction number – it is always worth taking a note of this.
Very simply click on Usage and Metering and select which fuel you would like to add a reading for. Once you are in you will be asked for the reading and the date.
Good question – this is not immediate as your reading will need to be sent for validation first. All going well this will take 5-7 days before it is ready to go on your bill.
This is also available through the Usage and Metering tab, but this time select the top option which is your supply address. Once selected, it will take your through to a graph which shows your monthly usage, with separate tabs for gas and electricity. If you would like to see your readings in list form, please click the View Meter Readings button in the top right.
Sorry if that is the case, but there is an explanation. Your reading may have been rejected in the validation process. This is usually as the reading does not fit your consumption pattern. If this is the case, we may need a photo of the meter to get this validated. However, please check that you submitted the correct reading before doing this.
Don’t panic – this may be because we are still waiting for some meter information from your previous supplier. This is usually ready on your start of supply date, however in some cases it is delayed, and we can chase for you. Our advice would be to note down your meter readings and check back in a week to see if your account is ready. If it is still not available, then get in touch. I submitted meter readings but estimated readings were used. That is frustrating, but it may be that your meter readings were rejected due to inconsistencies or an error. The best thing to do is give us a call and we can look into this for you.
If you are leaving your property, then you can let us know through the Move and Connect tab. Select the Move Property option and it’ll take you through to a form where we will ask for your information.
You should only complete the form on the day you leave the property. However, if you wish to advise us by phone or email before then that would be appreciated.
Again, only do this on or after your last day in the property. Try to do this within 5 days of leaving so that we can finalise your account correctly.
Once you have given us your final meter readings, it may take up to 7 days for them to be validated and a further week to generate and deliver your final bill – so please allow 14 days.
It is possible to do this through your online account – however at present we can only do this via a contact form where we will get in touch to complete this. So, the quickest way to do this at the moment would be to go click here and complete an online quote.
If you completed the form on your online account, you should expect a call within 48 hours.
No, please only make this request for a property that you have already purchased or officially moved into the property.
If your query is not answered here, you may find it on our full FAQS on our website.
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