Your bill will show if you’re in credit or debit on your account. And we’ll automatically carry any credit balance forward to your next bill, unless you ask us to refund it.

How to request a refund

The first thing to do is check if your bill is based on an actual or estimated reading If it’s an estimate please read your meter and then let us know the reading when you contact us to ask for a refund.

If you’re a direct debit customer we’ll put your refund into your bank account within 3-5 working days. If you’re not a direct debit customer we’ll send your refund by cheque within 10 working days.

Still not sure?

Your credit balance might not be accurate if your account is between bills. If you pay by direct debit or swipe card, your account will show as being in credit. This doesn’t mean you’re necessarily due a refund, it’s the money you’ve paid ready for your next bill. If we refund this you won’t have anything to cover your bill, and you could up with a balance to pay.

There are times when your account may be in credit, but we still wouldn’t advise a refund. For example if you pay your gas account by direct debit, and there’s a credit at the end of summer. This is because the direct debit is designed to build up credit to cover your higher usage through the winter.

If you’re still unsure of whether you’re due a refund please contact us and our advisers will be happy to help.