My tariff/standing charges have increased and/or are too high / I am paying too much for my heat and hot water.

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing.

We do not set the tariffs and standing charges and have no control over them or responsibilty for them as we do not provide the energy being charged for..

As an owner/occupier, you will need to contact the energy provider, your housing organisation, your council or your landlord regarding pricing or provider issues.

They should be able to provide this information or explain the tariff/standing charge whereas we do not have that information available.

Who is my Heat/Hot Water, Gas, Electricity, Cold Water supplier?

Energy Billing Ltd do not supply any form of energy, gas or water. We merely take payments from our customers on behalf of our clients.

Our clients could supply directly or they might supply via a third party.

We are generally not privy to supplier information as it is of no relevance to our services. Also, the suppliers are subject to change which we would be unaware of.

If you need to contact your supplier, your Housing Association, Council, Property Manager should be your first port of call.
If we have the details for your point of contact, they are on our website when you log in, just beneath our logo, where it says "Supplier:"

To reiterate, we are not suppliers and it is unlikely we will be able to assist in matters of supply.

It is a week until I am paid and I don't have enough money to pay for any heat/hot water.

Please contact your supplier/housing association/council as a matter of urgency. If they then agree to it, we can provide an amount of credit which is then paid back by yourself at an agreed rate from any payments you make through the system until the amount is repaid.

Please note that no interest is charged on this advance. Also note that not all suppliers/councils/housing associations/etc provide this option.

Always ask your supplier/housing association/council first. We are here to help.

Do not approach other lenders for a loan to pay for your energy on our system until you have spoken to your supplier/housing association/council first.

Unfortunately, we are unable to provide credit without the go-ahead from your supplier/housing association/council.

If you can't see the payment on your unit, we recommend that you wait an hour before contacting us.
Sometimes network traffic and general internet issues can affect how quickly your payment arrives.

A unit can also be "offline" too. In case this happens, all payments are provided with a "PIN" number.
This PIN number can be entered into your unit to provide the credit. If you need the credit urgently, try using the PIN.

If you don't have a pin number on your receipt, on the website or by requesting the last pin on our automated phone line then the payment method could have failed to send us a transaction. This only happens on rare occasions but if this is the case, we will endeavour to find a solution to this problem by tracking your payment and generating a pin for you.

Also, please check that you used the correct card/reference. Our 19 digit card codes begin with the merchant code of 63376420. If the code you used did not begin with our merchant code then you have used an incorrect code and that money will have been applied to another merchant. In these cases, there is nothing we can do to retrieve your credit as the transaction was not with us.

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing. We don't set the tariffs or standing charges.
As an owner/occupier, you will need to contact the provider of your energy, or your housing organisation.

A standing charge is usually a daily charge that the supplier charges in order to cover the fixed cost of providing energy to the end user, regardless of how much energy is consumed.

I am moving out of the property, how do I close my account?

If you are on pre-pay, you do not need to do anything unless you have a credit on the meter (not emergency). In most cases, your supplier/provider will be responsible for issuing you with a refund as payments we receive from you are passed onto them.

If you receive invoices from us then you need to contact the supplier/provider as we need to close your account and ensure you receive a final invoice. We have to be instructed by your supplier/provider to close an account. How any credit/debts are handled is up to them and differs from supplier to supplier.

If the PIN doesn't appear to have worked, sometimes the credit has already gone on to the unit.
Please check the payment history to see if this is the case.

Alternatively, if your prepayment unit is a horizontal white rectangular box known as a WPM, eemonitor or Econergy-British Gas there may be another issue.
Sometimes on these units when two payments have been made in quick succession, one of them may not go on and you will get a message may display saying "incorrect PIN".
This will probably be because the payments have not gone onto the unit in the order that they were made.
The rectangular box units have a built-in security feature which will only allow the payments to go on in the order that they were made.

Similarly, if you made a payment some time ago and it didn't go on and you make a further payment you may experience the same issue as above.

To avoid this happening, please always enter PINs in the order you purchased them, with the oldest first.
If you suspect that this has happened, please contact us and we will look into it.

You can contact us on 01623 880949 or email info@energybilling.co.uk

If your unit is displaying positive credit (or active emergency credit) then you should be able to access heat/hotwater.

Contact your supplier/property manager as the fault in this case is likely to be boiler/pipework related (not our unit), for which we are not responsible for.

Please contact your energy provider as any monies paid to us are passed on to your supplier/provider. They are responsible for refunds.

It is for situations like this that the "Emergency Credit" is provided to you by your supplier.
Activate the emergency credit which will allow you to use heat/hot water until we are able to rectify the issue.

If you have already used the emergency credit as normal credit then we will rectify the issue when we are able to.

Do not use emergency credit as normal credit. It is there for emergencies only.
If you have used the emergency credit for normal use, you may find yourself without energy when there is nobody available to rectify your issue.

We have noted some anomalous behaviour on older heat meters that occasionally can send erroneous information to our prepayment units.
This can make the prepayment unit go into a large debt.
If this happens, contact us directly and we will reset your unit - taking into consideration any energy used in the meantime (often, the supply is not affected).
We will also contact your provider to notify them that the fault has occurred.

You can contact us on 01623 880949 or contact us via the form below.

On our V1/R+ units, depicted on the right, payments over £100 are split into separate payments, and only the last payment the unit received will be displayed.

You can scroll back though payments on screen.

For example, if you paid £175.00, you would likely see £75.00cr on screen. If you then scrolled back, you would see the remaining £100.00cr a few seconds before.

If there is a fault with your display, buttons or the unit will not power up, please contact us on 01623 880949 or contact us via the form below and we will be able to assist.

Please note that the website states "Read Date". This is the date and time that the readings were taken.
The website is usually updated once or twice a day and is only an indication of the readings on the date/time the meter was read.