Your Question
If I’m in credit, why are you putting my payments up?
The Direct Debit Scheme is designed to spread the cost of your energy throughout the year.
Any credit that's built up over the spring/summer months when you typically use less energy should make up for the colder winter months when you typically use more - that's why you may notice credit on your account at the end of summer.
We review your payment plan every three months to take account of any changes to your energy use and any product or price changes.
If your consumption has increased or your energy prices have changed (for example due to a price increase or coming to the end of a fixed term product) this could mean that your original monthly payment won't be enough to cover your energy costs over the year, even with the credit on your account. Your monthly payment will have to increase to help prevent you from getting into debt.
If it looks like your payments are not going to cover your forecast consumption, we'll contact you so that you can make an additional Debit/Credit card payment to your account. Please note, there will be an administration charge for paying by credit card.
If your consumption or energy prices have reduced, we'll also take this into account when reassessing your plan, meaning that your monthly payment may be reduced. Every year we conduct a full reassessment of your account, and if you're in credit, this amount can either be refunded as a cheque or used to offset your future payments.
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