payments and debt frequently asked questions

Answers to commonly asked questions about your bill, including the support available if you’re finding it difficult to pay.


How to pay

What options do I have for paying my bill?

From Direct Debit to making payments through our online portal, find out all your options for paying your bill here.

 I pay by monthly Direct Debit. Can I adjust my monthly payments?

We review Direct Debit payments three times a year to make sure you’re paying the right amount to cover your energy usage. If we need to change your monthly payment, we’ll write to you – giving you at least 10 days’ notice of the change.

 If you’d like us to review your Direct Debit payment outside of this process, please get in touch with our Customer Care team.

 


Support available if you’re finding it difficult to pay

I’m worried about paying my bills. What should I do?

If you’re having difficulty with paying for your energy, please get in touch with our Collections team as soon as possible. You can reach them by calling 0800 254 0000 and choosing option 2. The team is available from 8.30am-5pm, Monday to Friday. Alternatively, you can email collections@goodenergy.co.uk

How can Good Energy help me with my energy bill?

We understand that things don’t always go to plan. Our dedicated team will talk you through your options for paying for the energy you’re currently using, which may include any arrears. This might include setting up a manageable monthly payment plan to help keep your energy supply as debt free as possible. 

We can also refer you to a charity such as StepChange for free and impartial debt advice. You may also like to use their Debt Remedy tool, which you can find here.

 

Where else can I find support?

There are a number of charities and organisations that can help you manage any debts you’ve built up, supporting you to meet ongoing bills and avoid future debt.

  • StepChange is the UK’s leading provider of free, impartial advice and practical solutions around managing debt You can call them for free from landlines and mobiles on 0800 138 1111 (lines open 8am-8pm Monday to Friday and 8am-4pm Saturday).

  • Fuel Direct is a scheme set up by the Department for Work and Pensions. Your fuel bills will be paid directly out of the following benefits, if you receive them:
    • Universal Credit
    • Income-based jobseeker’s Allowance
    • Income-related Employment and Support Allowance
    • Income support
    • Pension credit

 Find out more about applying here.

  • Citizens Advice can provide you with free, independent advice about debt. Call them on 03444 111 444 (calls are included in tariffs that include call minutes, otherwise charged at national rates), go to citizensadvice.org.uk or drop into a local Citizens Advice centre.

  • Energy Saving Trust supports homes in the UK to reduce how much energy they use. Go to www.energysavingtrust.org.uk for tips on saving energy – which could lead to lower energy bills.

Receiving bills

Can I change how frequently I’m billed?

If you’re one of our home or small business customers, you can choose to be billed monthly or quarterly. If you’d like to change how frequently you’re billed, please contact our Customer Care team.

This year we’ll be starting to install 2nd generation smart meters. Once installed, we’ll bill you to accurate meter readings – without you having to take and submit readings. Find out more about our smart programme here.

I don’t want to receive paper bills through the post. What other options do I have?

Find out how to set up paperless billing here.


Our debt collection process

 What happens if I don’t pay for my energy?

We understand that from time to time customers may get into financial difficulty. We work hard to provide anyone that’s finding it difficult to pay their energy bills with advice and support.

Paying for your energy supply is a priority. If you build up a debt and don’t engage with us to manage it, and we don’t receive payment when it’s due, we may pass your account to external debt collection agencies to recover these payments. This may involve a debt collection agent coming to your property to collect payment. We may also apply for a warrant in the county court to give us access to your property so we can replace your existing meter with a pre-payment meter, or (for commercial customers) to disconnect the energy supply.

We may add the costs we incur from recovering the balance you owe to your outstanding debt. This is in line with our Terms & Conditions, which you can view here.


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