Bills

How are monthly payments calculated?

To calculate the monthly cost, we will calculate the annual expected cost of your energy or water and divide by 12.

We do this to try and give you a steady monthly payment throughout the year to help with your monthly budgeting.

Monthly payments are reassessed periodically (at least once per quarter), and if you are using more/less energy or water than forecast, we will adjust the monthly payment.

If we change the monthly payment amount, we will inform you by email and provide a minimum of five working days’ notice before your payment amount is changed.

You can contact us at any time to request your monthly payment to be changed; we will recommend what you should pay based on your account history and balance.

What payment card can I use?

We can accept payments from VISA, Mastercard or American express debit/credit cards.

How is my bill calculated?

Your bill consists of a charge for the energy/water you have used plus a metering charge for each utility.

We use remote sub-meter readings to calculate the units used. If the bill is the fir st or final bill, we will cross reference the meter readings recorded when you check in/out against remotely collected reads.

Your tariff is set out on your online account, please click under ‘Contracts’.

VAT on domestic energy is charged at 5% and water is 0%.

To calculate your account balance, we calculate the difference between your balance brought forward, your current bill for energy or water, payments, and any adjustments. Please click on ‘Transactions’ to see more.

Why is there an adjustment on my bill?

We may apply adjustments such as late payment fees or goodwill gestures. Any adjustments will be added to your account balance and visible on your online account under ‘Transactions’.