Why has my bill been updated?

Why did I get a bill outside of my normal billing cycle?

We’ll always ask for a meter reading towards the end of your billing cycle to help create an accurate bill for that period. And if you don’t send us one, we’ll estimate a bill based on your previous usage instead.

But if you give us a reading between 15 and 56 days after we’ve already estimated your bill, and you’ve used a lot more energy than we expected, we’ll send you an unscheduled bill to pay off the difference. That way, your account won’t end up in debt.

Why did I receive an unscheduled or replacement bill? How can I avoid getting them?

If we’ve sent you an unscheduled or replacement bill, it’ll be because you gave us a meter reading after we sent you an estimated bill and you used a lot more, or less energy than we thought. We send them so that you don’t pay too much for your energy, or end up with debt on your account.

The best way to get accurate bills and avoid unexpected ones is by having a smart meter installed. They’ll send us regular meter readings automatically, which means we can always bill you for the right amount. And you won’t need to do a thing.

How often will I get an energy bill?

We’ll send you regular bills either once every three months or twice a year, depending on your billing cycle. We create them based on your meter readings, so it’s important you send us accurate readings regularly. That way, you’ll only pay for the energy you use.

But if you have a smart meter, you don’t need to worry – it’ll send us your readings automatically.

What’s a replacement bill? Why was my previous bill replaced with a new one?

We’ll always ask for a meter reading towards the end of your billing cycle to help create an accurate bill for that period. And if you don’t send us one, we’ll estimate a bill based on your previous usage instead.

But if you give us a reading up to 14 days after we’ve sent an estimated bill, and you’ve used a lot more energy than we expected, we’ll cancel it and send you a new one. That way, we can keep your bills as accurate as possible and avoid building up debt on your account.

And if you submit a reading any time after we’ve sent an estimated bill that shows you’ve used less energy than we expected, we’ll cancel it and send you a new one – so you don’t pay more than you owe.

What happens when my actual meter reading is a lot higher or lower than you’ve estimated on my bill?

If you send us a meter reading that shows you’ve used a lot more, or less energy than we expected, we’ll send you either a replacement bill or an unscheduled bill. But it depends on how much energy you’ve used and when you sent the reading. This helps us keep your bills as accurate as possible, and avoids building up debt on your account.

What happens when I submit a meter reading?

When you send us a meter reading, we’ll either store it for your next bill, or use it to create an unscheduled or replacement bill. If you give us a reading up to 14 days after we’ve estimated your bill and you’ve used a lot more energy than we expected, we’ll cancel the previous bill and send you a new one.

Similarly, if you give us a reading between 15 and 56 days after we’ve estimated your bill, and it’s a lot higher than we expected, we’ll send you an unscheduled bill to pay off the difference. But if you’ve used a lot less energy than we expected, we’ll cancel your previous bill and send you a new one. So you won’t end up paying too much.

Why did I receive a bill based on an estimated meter reading?

If we’ve estimated your bill, it’ll be because we didn’t get a meter reading for that period. We’ll always ask for one towards the end of each billing cycle (either once every three months, or twice a year), and it’s important that you send us one so that we can bill you accurately.