• How to check your bill

  • We want your bills to be simple, clear and accurate. If you're worried that your bill seems too high or even too little, use this list to help spot any issues.

    Things to check


    Compliment us Is the meter reading estimated?

    On page one of your bill, we'll tell you if it's based on an actual or estimated meter reading. If it's based on an estimated meter reading, please read your meter and give us the reading online, using our form, via our iPhone app or by calling Meterline on 0800 107 3205*. Please make sure you have your 10 digit customer account number to hand when you call.


    Compliment us Is there a total from a previous bill on the current bill?

    If you pay by monthly Direct Debit, your payments will be spread over the year so you may find you’re in debit at certain times. We review your account annually, but if you’re concerned about the amount you’re paying, please get in touch or use our form to request a review.
    If you’re struggling to pay your bills, we can help so get in touch as soon as possible.


    Compliment us Have we changed our prices?

    If we increase our prices we’ll let you know beforehand. We’ll also show a price change on your bill, by splitting the cost between the two prices.  If you’re not sure if your bill has different prices, you may need to compare it to a previous bill to check.

    You can check our prices online, and you can check our products and ways to pay to make sure you’ve got the right ones for your lifestyle. And you can find out more about how the cost of your bill is made up.


    Compliment us Are you using more energy than before?

    During the winter, you’re likely to use your heating more, which will increase your costs. Any new people in your home or even being home more often will also increase the energy you use. Extra appliances like television or microwaves will use more energy and could change the cost of your bill.  Take a look at our energy efficiency advice to see if it could save your money.

  • I need more help with this

  • I need help with an estimated or amended bill

    How do you work out estimated readings?

    We base estimated readings on a number of things including:

    • The amount of energy you’ve used in the past.
    • The average amount of energy used by customers with similar usage patterns.
    • The time of year and season, like summer and winter.

    If you don’t think the estimates are right, check the reading on your meter. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

    Why have you sent me an estimated bill when my meter has been read?

    We do our best to make sure we use accurate readings to send you a bill, but occasionally mistakes can happen. If you don’t think the estimates are right, then check the reading on your meter. You can give us your reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

    My current bill uses an actual reading, but it still seems wrong.

    If your current bill has an actual reading, it’s worth checking the reading on your previous one. If that one was estimated, it might have been too low which means your current bill might be more than you expected.

    You sent me a bill but I’ve recently received an amended bill. It says that I have to pay more. Do I have to pay this?

    This could be because your meter has been read since the bill was sent. Don’t worry – just check the meter readings on your latest bill against the reading on your meter.

    If you have made a payment, check if it is showing on the most recent bill. If the reading on the new bill is similar to your actual meter reading, and the payment is showing, the new bill is correct.

    If the payment isn’t showing, or the new meter reading is very different, please contact us and we’ll let you know the balance on your account.

    You’ve sent me an amended bill, but I can’t see the payments I’ve made - why?

    Any payments made will show on the first bill you received, so it’s a good idea to keep it for your records. The updated bill will show the new balance and any new payments or amendments made since the first bill was sent.

  • I want to know more about how much energy I'm using

    How can I find out what my account balance is? 

    Your latest bill will show your balance up to the date it was billed to, but won’t show any debits or credits since then.
    If you have an online account, you can check your balance whenever you need to by logging in. The balance we show will include any debits or credits since we last billed you. However, it can take one working day to update if you make a payment for example.
    If you don’t have an online account, you can register for one using our form. Or you can contact us and we’ll let you know what your account balance is.

    How do you work out how much gas I’ve used?

    On your gas bill, you’ll notice that we bill in you in kWhs. Gas meters don’t measure gas in kWhs so we have to use a calculation to get from the units you’ve used to kWhs:

    Number of unit used x 2.83 (if the meter measures in hundreds of cubic feet) x calorific value x conversion factor / 3.6 = kWh 

    Here’s a break down to make it easier to understand:

    1. First the number of units used. This is worked out by taking your previous billed reading away from your current billed reading.
    2. If the meter measures in hundreds of cubic feet (has an ft3 on the front of it), we multiply the units used by 2.83 to convert them to cubic metres. If the meter already measures in cubic metres (has an m3 on the front on it) we don’t need to do this.
    3. We multiply what we have by the calorific value. This value changes slightly on each bill. The calorific value is a measure of the energy in the gas. It’s tested in the gas network  and passed to us daily.
    4. We multiply the new figure by a conversion factor. This figure takes into account changes to the gas based on several things like temperature and pressure.
    5. We divide what’s left by 3.6 to give us the number of kWhs used.

    All energy suppliers have to use the same calculation when working out gas usage.

    What does ‘calorific value’ mean?

    The calorific value refers to the amount of energy that’s released when a certain amount of gas is completely combusted under specific conditions throughout the National Grid system.

    It’s measured continually and changes a small amount every day, but a typical example of the calorific value is 39.2.

    What does 'correction factor' mean?

    The correction factor is used to convert gas units into kilowatt hours (kWh). It takes into account changes in the volume of the gas based on temperature and pressure, which can vary slightly for different supplies. This makes sure all customers receive the same number of kWh for each cubic meter of gas that is supplied to them.

    The correction factor is 1.02264, which is standard across all suppliers.

    How do I know if you're billing my gas meter correctly?

    There are two types of gas meter. Imperial meters measure gas in hundreds of cubic feet. Metric meters measure gas in cubic meters.

    Check the front of your meter to see what type it is. An imperial meter will have the letters 'ft3' on it. A metric meter will have the letters 'm3'. The meter serial number should be on the front of your meter as well. You should check that it matches the serial number on your bill.

    We bill you in kilowatt hours (kWh) and show how we work these out on your bill. If we’ve got your meter type as imperial, this working out will show 'x 2.83'. If we've got your meter type as metric, it won’t.

    If you think we’re billing you using the wrong meter type, please contact us.

    How do I work out how much my appliances cost to run?

    Most appliances now have an energy efficiency rating shown on them so you can quickly and easily work out how much they cost to run.

    If they don’t, look for the serial number on the appliance and you’ll find the wattage. The lower the rating (which means a higher wattage), the more electricity it will use.

    For example, a 1kW (kilowatt or 1000 watt) heater uses one unit of electricity per hour, whilst a 100-watt light bulb uses one unit of electricity every 10 hours.

    If an appliance is faulty, can it make a difference to how much it costs to run?

    It’s possible a faulty appliance can use more energy than it should and increase the amount of your bill. If you think there could be a problem with one of your appliances, it’s a good idea to arrange for a qualified electrician to look at it.

    For added peace of mind and a guarantee for any work done, you should choose an electrician approved by the National Inspection Council for Electrical Installation Contracting (NICEIC). Your local directory should provide a list of approved electricians. But you can search for a local contractor by using the NICEIC website. 

    Why is my bill so different to my neighbour's bill?

    Everyone uses gas and electricity differently.  Differences in homes and lifestyle will effect how much their energy bills are.  We’ve gathered a few of the most common differences below:

    • The number of people living in the property.
      If the property you are comparing with has fewer people living in it, then it will probably mean they’re using less gas and electricity. They'll be using the shower, washing machine and tumble dryer less and will probably be using other day to day appliances less.

     

    • The age of the two properties.
      A newer property is likely to be more energy-efficient and have better insulation.

     

    • The position of both properties in the street.
      A mid-terrace house will benefit from the heat of the houses on either side, whereas an end-terrace house will not. A property that gets more sun is likely to be warmer and lighter so will use less energy than one in a shady lot.

     

    • Differences in roof and wall insulation.
      Up to 25% of heat can be lost through the roof and up to 35% through the walls. Having the ideal amount of insulation will help keep the heat in and save you money. And it doesn’t have to be expensive to fit. See our advice on loft and wall insulation to find out about the help you can get towards the cost of insulating your home.

     

    • Differences in double glazing.
      Double glazing could save you money on your energy bills, but this doesn’t necessarily mean having new windows fitted. You can save money just by fitting secondary glazing panels. See our energy efficiency advice to find out more. 

     

    • Differences in the insulation of the hot water tank and pipes.
      Insulating your hot water tank and pipes could save you money and prevents pipes from freezing in cold weather.
  • If you still don’t think your bills are correct, you can contact us and we’ll be happy to go through them with you.
     

  • Please note: If you have a Green Deal agreement in place, any prices or discounts quoted do not include your Green Deal payments.


  • *We may monitor your call to help improve our customer service.
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