If we don't receive payment by the due date on your bill, we'll send you a reminder.
We'll send up to three reminders before any further action is taken. If you've already paid, thank you - you can ignore any reminders you receive.
Supply Suspension Procedure (SSP)
If payment still hasn't been made after the third reminder, your Managing Agent may ask us to start the process that could lead to your heating and hot water services being temporarily suspended.
Don't worry - before this happens, we'll send two formal notices to both the property address and the leaseholder. These will clearly explain what's happening, what you need to do, and the dates you need to be aware of.
Click to learn about the Supply Suspension Procedure (SSP).
Alternatively, your Managing Agent may choose to take over the handling of the outstanding balance. If this happens, additional costs may be added, and they may choose to use solicitors or a debt collection agency to help recover the balance.
Struggling to pay? We’re here to help.
If you’re having trouble paying your bill, please get in touch as soon as possible The sooner we hear from you, the sooner we can talk through your options.
- Submit a support ticket, or
- Call 01279 810 119
- View our Bill Support page to learn about further support available