Problems with my Direct Debit

I think my Direct Debit payments are too high. How can I reduce the amount?

If you're paying by variable Direct Debit

If you're paying the full invoice amount every month, check that the readings on your bill are in line with the readings on the meter as this could cause a difference between the energy you’re actually using, and what you're being billed for.
If there is a large difference between the readings, please contact us to amend your bill. Remember to submit readings regularly to ensure your future bills are accurate.

If your readings are accurate, and the amount you're paying is still too much, consider setting up a fixed Direct Debit  where your annual usage is spilt over the 12 months. This takes into account any seasonal usage changes and should even out what you pay every month.

If you're paying by a fixed Direct Debit

We calculate your fixed Direct Debit amount based on your recent energy usage.

If you have an outstanding balance, this is split over 12 months and added to the monthly payment figure.

For example:
Annual usage = £1200
Outstanding balance = £600
Total = £1800

The total is then divided by 12 to give the monthly payment amount = £150
If it's summer and you're using less gas for heating, you might find that you're in credit now. However, your payments will balance out when you use more gas over winter.

If you're finding it difficult to keep up with your monthly payments, please read Difficulty paying your bill.

How can I change the date I pay my Direct Debit?

If you've set up a fixed Direct Debit, you can manage the date you pay through your online account. You can choose any date between the 1st and 28th of each month.
If you've set up a variable Direct Debit, the date can't be changed. We'll take payment around 10 working days after the date on the invoice. Please note that this date may change, depending on your payment terms.

How can I change which bank account I use to pay by Direct Debit?

You can manage your payment details through your online account.

My Direct Debit wasn't collected when I expected – what should I do?

The wrong Direct Debit amount was collected – what should I do?

You can call us on 0330 100 0222* Mon-Fri 8am-6pm, Sat 9am-1pm. Please have a copy of your bill with you.

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