Help and Support Articles

Billing frequency

Received more than one energy statement in a month? Find out how our billing system works and why you’ll sometimes receive multiple statements.

Prepayment meters

Use the guides below to find out how to use your smart prepayment meter account.

How we manage Direct Debits

With the rising costs of energy, there is naturally an increased interest in how energy suppliers are managing Direct Debits.

Guaranteed Standard of Performance

Energy suppliers are all signed up to Guaranteed Standards of Performance. Find out what these are and what happens if we don’t meet them.

Moving In?

Welcome to Good Energy. Here is what to do if you’ve moved into a property where we supply the power.

How to spot solar scams – and what to expect from us

Learn how to spot common solar scams, and how to protect yourself.

Bereavement: how to manage an energy account after someone has passed away

If the account holder has passed away, find out what you need to do to transfer responsibility for the energy account.

Why is my bill higher than expected?

There are a few reasons why you might receive an unexpectedly large bill. Find out more here.

What are standing charges? 

Part of your energy bill is made up of a ‘non-energy’ element known as a standing charge. Find out what this means and why it may be increasing.

Answering your questions about the Feed-in Tariff scheme

We’re answering some of the most common questions you might have about the now closed Feed-in Tariff scheme. 

How battery storage affects your FIT payments

Find out how installing battery storage may affect your Feed-in Tariff payments, and what to do if you have or are getting a home battery.

I need emergency help with a gas leak or power outage

We’ve shared safety precautions and contact information for you here, in case of an emergency.