Your latest bill will show if you’re in credit or debit on your account. And we’ll automatically carry any credit balance forward to your next bill, unless you ask us to refund it.

How to request a refund

You can request a refund of your credit through our online form. Before you make a request, you'll need to check the following, as these factors can effect your refund being processed.

Is your bill estimated?   

Check if your bill is based on an actual or estimated reading. If it’s estimated please read your meter and let us know the reading, either by logging into your online account, using our online form or calling our freephone automated Meterline number 0800 107 3205. 

Are any of your recent Direct Debit or swipe card payments included in the credit balance?   

Your credit balance might not be accurate if your account is between bills. If you pay by monthly Direct Debit or swipe card, your account will show as being in credit. This doesn’t mean you’re necessarily due a refund, it’s the money you’ve paid ready for your next bill. If we refund this you won’t have anything to cover your bill, and you could end up with a balance to pay.

Are you taking in account the time of year?  

There are times when your account may be in credit, but we still wouldn’t advise a refund. For example if you pay your gas account by monthly Direct Debit, and there’s a credit at the end of summer. This is because the Direct Debit is designed to build up credit to cover your higher usage through the winter.

How long will my refund take?

If you’re a Direct Debit customer we’ll put your refund into your bank account within 10 working days. If you’re not a Direct Debit customer we’ll send your refund by cheque within 10-14 working days.
 
If you’re still unsure of whether you’re due a refund please contact us and our advisers will be happy to help.