How to read your bill

Energy bills can seem daunting, so we've put together this easy guide to understanding your Good Energy bill, including answers to common questions we hear, a breakdown of some of the industry speak on the bill, and an annotated diagram so you know what each bit of information on your bill means.

If you're still having problems understanding an element of your bill after reading this, or if some of the information on the bill you've received seems incorrect, please contact our Customer Care team on 0800 254 0000. You can find information on paying your bill here.

Common questions

Q. Am I in credit or debit?

A. On the front page of your bill, look for ‘Your new balance’ – if this is a minus figure, you are in credit; if not then you are in debit.

Q. The ‘Charge Period’ for my electricity/gas and “Account Activity” on the front page of my bill don’t match – what am I being charged for?

A. The ‘Charge Period’ will appear on the electricity or gas pages of your bill and will show the period you are being charged for that supply. The ‘Account Activity’ on the first page is the period of time that we are taking into account for any payments or credits that have been made, this timeframe will cover the ‘Charge Period’.

The ‘Charge Period’ will appear on the electricity and gas pages of your bill and shows the period of time that you are being charged for that individual supply.

The ‘Account Activity’, which is on the first page of your bill, is the period of time that we are taking into account any payments or credits that have been made, this will always cover the period of time covered in the ‘Charge Period’.

Q. I used to receive two bills for my dual fuel, now I only receive one – why is this?/Can you explain my bill?

A. We previously sent separate bills for gas and electricity usage; now that we have a new Customer Information System we’ve combined these into one Dual Fuel bill for customers.

We still calculate your gas and electricity usage separately - this is broken down on the pages of your bill headed ‘Electricity Used’ and ‘Gas Used’. Here you can see the meter readings we’re billing to and from, and how the charges have been calculated - the charges, payments and overall balance are now combined.

The first page is the summary of your statement, and details the following:

- The Previous Balance which is the combined balance from your last separate bills from us

- The Charges which are new charges for this bill period

- The Credits which are any payments you have made, and any ad hoc payments such as Goodwill Gestures that we may have applied to your account

- The Balance, which is the cumulative balance on your account

Q. Why do I have a ‘previous balance’? Is this an extra charge?

A. No - any credit or debit left over from a previous bill will roll over onto the new bill, for example if you still owed £50 from your last bill, this amount would show under the ‘previous balance’ on the first page. Alternatively, if you were in credit by £50 on your last bill, this would show as ‘-£50.00’.

Q. Why have I received a bill?

A. We offer customers monthly or quarterly bill cycles - yours is set to the preference that you selected. However each time you submit a meter reading via the phone, email, or mobile app this will result in a bill being produced for your account.

Q. I have a direct debit set up; do I need to do anything?

A. If you pay by Fixed Direct Debit, next to your new balance (on page 1 of your bill) you’ll see ‘This statement is for information purposes only’ – your Direct Debit will covers your bill so you don’t need to do anything!

If you pay by Variable Direct Debit, next to your new balance you’ll see the date your bill amount will be debited from your bank account.

Understanding industry speak

Annual Consumption – The amount of electricity or gas we estimate you will use over a year.

 

Meter Point Administration Number (MPAN) – This is the unique reference number for the electricity supply for your property.

 

Meter Point Reference Number (MPRN) - This is the unique reference number for the gas supply for your property.

 

Meter reading – These are the numbers on your meter that tell us how much energy you’ve used. If we don’t have an actual reading when we produce a bill for you, then this can be estimated based on your previous usage.

 

Meter Serial number – This is the unique reference number for the meter at your property, if you have a meter change this number will change.

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