My direct debit has been increased, why?

Energy suppliers regularly review customer direct debits, this is to check that the payment reflects how much energy is being used. Providing regular meter readings helps us to make this review more accurate.

If we've increased your direct debit, it is most likely that your account is currently in debit as you are using more energy than you're paying for, or we are going into the autumn/winter period and your current direct debit is just covering your summer consumption.

If you think that we have made a mistake, we will be more than happy to review this for you, but there are a couple of things you can check first: 

Have you submitted regular meter readings?

If we don't have regular meter readings we have to estimate how much energy you are using, which can sometimes be wrong. If you haven't given us any readings recently and you think your direct debit has increased too much, please get in touch with some recent meter reads so we can review your billing and your payments for you. 

Not sure how to submit a reading? Click here to find out how

The time of year

If we can see that your payment only just covers your energy usage in the summer, we may increase your payment to adjust it for the colder months as you'll likely be using more energy. This helps to avoid a debt accruing on your account, which may then be difficult to repay in the future. 

If your account is in debt

If we've billed your account using your meter readings and you're in debt, you may have missed payments or you're using more energy than you're paying for. Similar to a mobile phone contract, if you go over your minutes there would be additional charges to be paid. 

What to do next?

If the increase is too steep, please get in touch, don't forget to have your meter readings to hand. You can also make one off payments on your online dashboard to reduce any outstanding debt, which in turn may allow us to reduce your direct debit. 

If you have any further questions about your direct debit, let us know and we will be happy to help.

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