What to do if an account is in debt

If your account’s in debt and you pay by Direct Debit, we may review the monthly amount and recommend an increase if we don’t think it’ll be enough to cover the energy you’ll use up to the end of your contract.

We’ll email you if we think you need to increase your Direct Debit. You’ll also find your recommended Direct Debit amount based on our calculations on the Payments page at the ‘Your Direct Debit’ section.

If you don’t see a recommended increase, it means we think your payment’s going to be enough to cover your energy use, even if you currently have a negative balance.

You can also make a top-up payment to bring your balance back into credit.

If you’re experiencing financial hardship please get in touch as soon as possible so that we can help.

You can also watch videos on how to change your Direct Debit or how to make a top-up payment.