Billing support for domestic gas and electricity
Everything you need to understand your Energy Plus bill, how charges are calculated, ways to pay, meter readings, refunds and what to do if you need help.
How your Energy Plus bill is calculated
Your bill shows the cost of the energy you have used during your billing period, plus any standing charges, VAT and applicable discounts or credits. For domestic customers in the UK, VAT is charged at 5%.
What you will see on your bill
- Billing period – the dates your bill covers.
- Meter readings – actual, smart or estimated readings for gas and/or electricity.
- Energy used (kWh) – your consumption for the period.
- Unit rates (p/kWh) – how much you pay for each kWh of energy.
- Standing charge (p/day) – a daily charge that covers the cost of maintaining energy supplies to your home.
- VAT – 5% for domestic energy.
- Payments and credits – Direct Debit payments, refunds, or other credits applied.
Where we have actual meter readings (from you or your smart meter), we bill precisely for the energy used. If we do not have a reading, we may use an estimated reading based on your historic usage. You can update estimates any time by submitting a reading.
Tip: Submit a meter reading the day before your bill is produced to ensure the most accurate bill. You can do this quickly in My Account.
Standing charges and unit rates
Standing charges and unit rates can vary by region and tariff. If you are on a variable tariff, your unit rates may change in line with wholesale market conditions and Ofgem’s price cap rules. If you are on a fixed tariff, your unit rates are fixed for the agreed term.
Electricity billing explained
Electricity is charged per kWh at your tariff’s unit rate plus a daily standing charge. If you have an Economy 7 or Economy 10 meter, you will have separate day and night rates. Night rates are lower but only apply to off-peak hours, which vary by region and meter type.
Gas billing explained
Gas meters measure volume which we convert to kWh using Ofgem-approved formulas that account for calorific value and temperature/pressure. Your bill will show kWh consumption, the unit rate, and your daily standing charge.
Meter readings and smart meters
Accurate readings mean accurate bills. If you do not have a smart meter or if communications temporarily fail, please submit regular readings.
Ways to provide readings
- Online: Submit a reading in My Account
- Smart meter: readings are sent automatically when connected
- Phone: use our automated service (details in your bill)
Benefits of a smart meter
- Automatic readings for accurate bills
- In-home display to track usage and spend
- Access to time-of-use tariffs in future
Learn about smart meters or request an installation in My Account.
Ways to pay your bill
Choose a payment method that suits you. You can change or update your preferences anytime in My Account.
Monthly Direct Debit
Spread the cost of your energy evenly across the year. We review your Direct Debit at least twice a year to keep it in line with usage and prices.
- Predictable monthly payments
- Helps avoid seasonal bill spikes
- Simple to manage online
Pay on receipt of bill
- Debit or credit card via My Account
- Bank transfer (details shown on your bill)
- PayPoint/Payzone using your barcode if available
Prepayment (Pay As You Go)
If you use a prepayment meter, you pay for energy before you use it. You will still receive statements and annual summaries. If you are struggling to top up, see financial support.
Managing your balance
Your online account shows your current balance and recent transactions. A positive balance means you are in credit; a negative balance means you owe money.
- In credit: We may use this to offset future bills or you can request a refund if appropriate.
- In debit: You can make a one-off payment or set up a payment plan.
If your usage or prices change, we may suggest adjusting your Direct Debit to avoid building up a large credit or debit.
High bill? Let’s check a few things
- Submit an up-to-date meter reading to replace any estimate.
- Compare the bill period with previous periods and consider seasonal changes.
- Check your tariff rates in My Account and confirm they match your bill.
- Review recent life changes (working from home, new appliances, heating schedule).
- Economy 7 users: shift high-consumption activities to off-peak hours.
If your bill still doesn’t look right, contact us. We can investigate your meter, tariff and readings and correct any errors.
Ask us to review your billRefunds and credits
- Credit refunds: If your account is in credit after your latest actual reading and any pending charges, you can request a refund in My Account.
- Timescales: Card refunds typically appear within 3–5 working days. Bank refunds generally complete within 5–10 working days.
- Direct Debit adjustments: We may reduce your monthly amount instead of issuing a refund if it helps keep your account on track. You can choose which you prefer.
Moving home
Let us know your move date as soon as you can so we can produce an accurate final bill for your old address and set up your new home.
- Submit final meter readings on moving day.
- Provide your forwarding address for the final bill or any refund.
- Tell us the date you become responsible for your new property and the opening readings.
Tariffs, the price cap and off-peak meters
- Variable tariffs: Unit rates and standing charges may change. Changes comply with Ofgem rules and you will be notified in advance.
- Fixed tariffs: Your rates are fixed for the tariff term, but your standing charge may still vary by region and network costs.
- Ofgem price cap: The cap limits the unit rates and standing charges suppliers can charge on standard variable tariffs for typical use. It is not a cap on your total bill. Learn more at ofgem.gov.uk.
- Economy 7/10: Dual-rate meters offer cheaper off-peak electricity. Using storage heaters, laundry and EV charging overnight can reduce costs.
Support if you are struggling to pay
If you are worried about your bill, please contact us early. We can often help with budgeting and tailored plans.
- Affordable payment plans – spread what you owe over a longer period.
- Priority Services Register (PSR) – extra support for eligible customers with vulnerabilities or specific needs. Join the PSR.
- Warm Home Discount – if you qualify under the government scheme, this may credit your electricity account. Eligibility and timing apply. Check GOV.UK.
- Independent advice – Citizens Advice offers free, impartial energy guidance.
Stay safe from scams
- We will never ask for your full password or to move money to a “safe account”.
- Always check messages come from an Energy Plus address or our official phone numbers.
- When in doubt, contact us using the details on this page or via My Account.
Billing FAQs
Why is my bill estimated?
If we have not received a recent reading (manual or smart), we estimate based on your historical usage and seasonality. Submit a reading in My Account to replace any estimate.
How often will I get a bill?
Most customers are billed monthly. You can view and download bills anytime in My Account. Prepayment customers receive statements and annual summaries.
Can I change my bill date?
Yes, in many cases. Log in to My Account to request a new billing date. We will confirm if a change is possible for your tariff and payment method.
What is included in my standing charge?
The standing charge helps cover the fixed costs of supplying energy to your home, including network maintenance, metering and government schemes. It is charged per day regardless of how much energy you use.
How do refunds work if I pay by Direct Debit?
Where your account is in credit after an actual reading, you can request a refund. If the credit is large, we may check your usage to ensure your future payments are set at the right level.
What if I think my meter is faulty?
Contact us to run through some checks. If needed, we can arrange a meter test. Please note a charge may apply if the meter is found to be working correctly.
Contact billing support
The quickest way to manage billing is online. If you need help, get in touch:
- Message us securely in My Account
- Visit our contact us page for phone and live chat options
Please have your account number and a current meter reading ready when you contact us.
Accessibility and alternative formats
If you need bills in large print, Braille, audio or another accessible format, let us know via My Account or our contact page. We are happy to help.
Helpful links
- My Account – view bills, usage and payments
- How to read your meter
- Tariff information
- Ofgem energy price cap
- Citizens Advice