What happens if I miss a payment?

Direct debit customers 

We'll debit your account 14 days from your bill issue date. If the payment fails, we'll attempt again to debit your account within seven days of the failed payment date. If the payment fails a second time, the direct debit mandate will be closed and a collections process will initiate, and your energy supply will be at risk. 

Please note: if you make a payment between your bill being issued and your direct debit being taken, your direct debit amount will still be taken as normal, as we’ve already applied to the bank for the full amount and are unable to change this. In this instance, the payment will be used towards your next bill. 

For Level Pay customers 

We'll debit your account on the agreed payment schedule date of your Level Pay plan. If the payment fails, we'll attempt again to debit your account seven days from your payment schedule date. If this payment fails a second time, the direct debit mandate will be closed and a collections process will initiate, and your supply will be at risk. 

For all other payment options 

Your balance will be due 14 days from the bill issue date. If payment fails to reach us by day 15, a collection process will then initiate, and your supply will be at risk. 

 You can make a payment online by signing in to your online account. Alternatively, you can use our instant Pay Now service. 

If you’re worried about paying your bill or if you miss a payment, please contact us straight away so we can discuss your options and find a solution that works for you.