FAQs: Billing

How can I pay my bill?

To keep things simple we prefer customers to pay by direct debit. If you would like to set-up a new direct debit please get in touch. There's also other ways to pay including cheques, credit card payments and BACS. You can read more about this in our ways to pay guide.

How can I receive a copy of my bill?

Your bill will be sent to you in the post, or you can choose to go paperless via your online account, where you can also view, download and print your bills. 

What if I'm having trouble understanding my bill?

We have an online guide to help you understand the breakdown of your bill which you can view here.

  A guide to understanding your bill

What if I'm having difficulty paying my bill?

We understand that sometimes things happen that mean you're unable to pay your bills on time. We're here to help and will always do our best to provide you with the advice and support you need. 

So we can provide you with the very best support, please contact one of our experienced and friendly advisors as soon as you know you're unable to make payment - they'll be happy to discuss your payment options with you.

I am in financial difficulty. Who can I ask for help?

We'd always encourage you to contact us as soon as possible to let us know there's a problem and to discuss how we can help you to manage your bill. 

However, we understand that you may also have arrears with other suppliers or businesses. If this is the case, you may want to talk to someone that can provide you with independent advice and help.

Business Debt Line is a registered charity that is committed to offering free, impartial and confidential advice they can be contacted on 0800 197 6026. 

What do I do if I think my bill is wrong?

Please contact us straight away if you have any queries relating to your bill, as we want to make sure that your bills are accurate. If you think you have a leak, we can offer advice and next steps.