FAQs: Billing

How can I pay my bill?

To keep things simple we recommend customers pay by direct debit. If you'd like to set up a new direct debit, you can do this via your online account using the instructions in the video below, or by contacting our Customer service team. There are 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've an online guide to help you understand the breakdown of your bill which you can view here: A guide to understanding your bill. If you're still unsure, please get in touch.

Who can I ask for help with 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.

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. 

You can also visit our financial difficulty page, which gives advice for businesses facing financial challenges.

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

Please contact us straight away if you've any queries relating to your bill, as we want to make sure that your bills are accurate. If you think you've got a leak, please see our guide on how to check for, locate and handle leaks.

How do you calculate my charges if I don't have a meter?

Your charges will likely be based upon the Rateable Value of your property. Having a meter will mean that you receive more accurate bills based on actual consumption. If you’d like to get a meter fitted, please get in touch and we’ll check whether this may be cheaper for you.