Direct Debit payments explained

Why should I pay by Direct Debit?   

It’s easier  

Once you’ve set up a Direct Debit, your payments will be collected automatically each month, saving you time and effort.  
 

It’s greener  

Paying by Direct Debit generates 94% less carbon emissions than paying by cheque, so it’s a small change that can make a big difference.  

It’s considerably cheaper  

If you are on our Standard Variable Tariff and you pay by Direct Debit, you are eligible for our Direct Debit Discount. The average dual fuel customer will be able to save £129 a year. This is based on a percentage of your unit rate and standing charge and depends on how much energy you use, so some customers will see smaller or larger savings.  

We’ll add the discount for the period you are being billed on each statement. It’s our way of saying thank you for saving us time and for cutting carbon emissions.   

Set up a Direct Debit here or log in to our app or customer portal.

Do you offer fixed and variable Direct Debits?  

Yes, we offer both fixed and variable Direct Debit payments.  

• Variable Direct Debit – the balance on your monthly statement will be taken as a payment 14 days after the date on your statement. Your payments will vary across the year as they are based on how much energy you’ve used, which means they will be higher in winter and lower in summer.  
• Fixed Direct Debit – we use historic meter readings to work out how much your energy will cost over the year and split this cost into equal monthly payments. You will tend to build up credit in the summer, which will be used up over winter when your energy usage increases. We will review your Direct Debit periodically to check that it is set at the right level and you’re not building up too much credit or debt.  

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

If you pay by Fixed Direct Debit, we review your payments regularly 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, you can request a new payment amount on our app or online portal, or by contacting our customer care team. We’ll ask you for a meter reading so that we can be sure your account is on track.  

Why have I not received my Direct Debit discount?  

We’re sorry if there’s been a problem. If you’ve recently changed the way you pay, then please wait for an email confirming your Direct Debit has been successfully set up. We’ll also email you if there’s been a problem with your Direct Debit – for example, if it’s been cancelled or the bank has declined a payment.      

Our Direct Debit discount is only available on our Standard Variable Tariff. Our fixed tariffs are Direct Debit only tariffs and the discount is already factored into the price. This means you won’t see a separate discount listed on your bill.