If your account is in credit, it means you’ve paid more than the amount currently due on your account. This can happen if you’ve accidentally overpaid or made the same payment twice.
What happens to my credit balance?
Any credit on your account will automatically be used towards your future bills, reducing the amount you’ll need to pay next time.
Can I request a refund?
Yes. If you’d like your credit balance refunded, you can send us a refund request through the Residents Hub.
To help us process your request, please include:
- Your account number
- Your property address
- The amount you'd like refunded
- How you made the payment (bank transfer or card)
If you paid by bank transfer, please also provide:
- Your account name
- Account number
- Sort code
- Proof of payment, such as a bank statement or screenshot
How long does a refund take?
Refunds are usually processed within 10 working days.
Please note that we’ll need your refund request in writing – we’re unable to accept a request over the phone.
If you need any help, our Customer Care team will be happy to guide you through the process. Call us on 01279 810 119. They’re available Monday to Friday, from 9am-4pm.
You can check your account balance at any time through your Customer Portal account. Click here to find out more.