If you move into or take on a property and don't use any gas, electricity or both, you might be able to get your standing charge refunded. You won't receive this refund if you start using energy or expressly enter into a contract with us. This article shows how to find out if you're eligible to have your standing charge removed and how we'll remove it.
We can remove your standing charge if you meet all the following criteria:
We'll ask you to give us meter readings to show that you haven't used any gas and/or electricity since you took over the property.
If you think you're eligible and the bill you receive from us doesn't show that we've removed the standing charge, you can contact us for a review. Just so you know, if you remain eligible you'll need to contact us each time you receive a bill if the standing charge hasn't been removed.
We'll need to check some details, including your readings. If they show that you haven't used any gas and/or electricity, and you meet the eligibility criteria above, we'll adjust your bill.
If you'd like to contact us please give us a call on 0345 071 9841 if you have a credit meter. We're open Monday to Thursday 8:30am to 4:30pm and 8:30am to 4pm on Fridays.
If you have a Pay As You Go meter, you can call us on 0345 071 7903. This number is open Monday to Friday 8am to 8pm, and 8am to 2pm on Saturdays.
Alternatively, you can contact us online.
If we can see from the meter readings that you haven't used any gas and/or electricity for a year, and you're eligible, we'll refund any standing charge you've paid into your bank account or send you a cheque. Or we can credit your energy account if you'd prefer.
After that, we'll review your account each year. Even if you remain eligible, you'll still receive bills to pay but you'll receive a refund when we review your accounts. If you'd prefer not to wait for this review, you can contact us when you receive your bill and we'll remove the charges if you're still eligible.
If you start using energy, or you no longer meet any of the other criteria, you won't be eligible for the refund of your standing charge from that date onwards.
You'll only need to start paying a standing charge once:
If you don't need gas at your property, and aren't looking to use it in the future, we can arrange to remove your gas meter free of charge.
Just so you know, if you later need a gas meter reinstalled, you'll need to pay a charge. There may also be extra work to reconnect your gas supply from the street.
If you'd like us to remove your gas meter, you can contact us.