Support with your energy payments

Our payment support tool uses the financial information you give us to look at your situation and find a payment plan that suits you.

You can give us your information manually, or through Open Banking.

This process lets banks share information with companies like us in a safe and secure way. It helps us work out a payment plan that’ll be right for you.

It’s a series of questions about your income and outgoings (like salary and mortgage payments or rent) to help us understand your situation.

It should take about 45 minutes. To speed things up, make sure you’ve got the right information about your income and outgoings (like payslips and bank statements) when filling it in.

If you use Open Banking to pre-populate your information, the form should only take about 15 minutes to fill in.

We’ve partnered with Experian to help us find the best payment plan for you.

If you use Open Banking and agree to share your data, Experian will get your current account information from your bank. They’ll share it with us to help us understand your financial situation.

Learn about Experian

Open Banking has put measures in place to make it secure. Companies who offer Open Banking services must:

• Comply with data protection laws
• Be registered with, or authorised by, the Financial Conduct Authority (FCA)
• Be registered with the Open Banking Implementation Entity

If you choose to set up a payment plan, we’ll tell you which options will affect your credit score.

If you’re having difficulties and can’t make payments, we’ll do our best to help.

You can fill in the online income and expenditure form to help us understand your financial situation. This will help us work out the best way we can support you.

Direct Debit is usually the best way to pay bills because:

• You get a cheaper rate if you’re on our variable Simpler Energy plan
• You don’t have to think about it – it’s all done automatically each month
• You don’t need to worry about forgetting or missing a payment
• It can help you budget as you know how much is going out of your account each month and when
• It spreads your annual energy costs evenly over 12 months

To work out your monthly Direct Debit amount, we:

• Look at your energy use to date and how much you’re likely to use until 31 March, or the end of your contract if you’re on a fixed plan
• Take into account your current balance and any other costs such as the standing charge and any add-ons you have
• Divide the amount by the number of payments left until 31 March, or the end of your contract, and that gives us your monthly amount
• Our aim is to make sure you don’t build up unexpected debt by the end of winter, or the end of your contract if you're on a fixed plan

You can select any day between the 1st and the 28th of each month when you agree to set up your Direct Debit. If your preferred date falls within the next five working days, your new payment date will take effect in the following month. That’s because we need five working days to get everything set up.