Get help if your business can’t afford its energy bills

How does a payment plan work?

A payment plan is set up per meter, so if you have multiple meters, each one will need its own plan.

Your payments will need to cover both:

• Your existing outstanding balance, and
• Your future energy usage

In some cases, we may take two Direct Debit payments per month -one for each part.

For example: One payment covers your ongoing usage, and the second helps you pay off your outstanding balance.

What if I can no longer afford my payment plan?

Please contact us as soon as possible before cancelling your plan.

If a plan is cancelled without speaking to us first, you may not be eligible for another one.

Will I incur any charges if I pay late?

You may receive a late payment charge if we don’t receive your payment by the due date.

Why have my prices changed after I stop paying by Direct Debit?

If you stop paying by Direct Debit, you may no longer qualify for a Direct Debit discount.

Depending on how your prices are calculated, this can result in your unit rates or standing charges increasing.

See more information on Paying by Direct Debit.

What if I can’t pay by Direct Debit?

We accept alternative payment methods and payments through your online account. Please see the back of your bill for the full range of payments for your account type. Paying by another method will mean you're no longer eligible for a Direct Debit discount.

Please be aware that if a payment is received late, late payment charges may apply.

We still recommend Direct Debit as the easiest way to stay up to date and avoid charges.

Will I lose my Direct Debit discount if I stop paying by Direct Debit?

Yes, you may lose your Direct Debit discount if you cancel or fail to pay by Direct Debit.

What is a Promise to Pay?

A Promise to Pay is a short‑term arrangement that allows you to commit to clearing your outstanding balance within 14 days of your invoice due date.

I’m moving business premises and will no longer be responsible for the outstanding bills. What should I do?

If you’ve moved out and need to close your account, you’ll need to let us know. Visit our Business Moves page for full details on what information to provide.

Once you’ve shared your move‑out details, we’ll update the account and ensure future billing is no longer in your name.

I’m a residential customer - why do I have a business account, and how do I switch to a residential account?

If you’ve stopped trading or moved into a property that was previously used for business purposes, the account may have been automatically set up as a business account.

To transfer to a residential account, please contact us.

What can I do to avoid getting into difficulty again in the future?

Here are some of the best ways to stay on top of your energy costs:

• Send regular meter readings or install a smart meter
  Keeping your meter readings up to date helps ensure your bills are accurate and avoids unexpected charges. If you don’t have a smart meter, you can find out more about getting one installed today.

• Pay by Direct Debit
  Paying by Direct Debit helps you stay on top of your bills by spreading your costs more evenly. It can also make you eligible for discounts, helping you keep your energy costs lower.

• Check your VAT status
  Make sure you’re paying the correct VAT rate for your type of energy use. Being on the right VAT rate helps keep your bills accurate and ensures you’re not paying more than you should. You may also qualify for a VAT reduction.

• Agree a contract
  Being on an agreed contract can give you more price stability and clearer billing, helping you manage your energy costs with confidence.