Occasionally, you may notice a credit on your account. This credit can be a result of an overpayment or a duplicate payment.
We typically apply any credit balance to future invoices, reducing the total amount you need to pay on your next billing cycle. If you prefer to leave the credit on your account, there’s no need to take further actions, any remaining credit will automatically be applied to your next invoice. If the credit fully covers your invoice, any leftover balance will be carried forward to the next billing cycle.
If you would prefer to have your credit refunded, we require a written request. You can submit your refund request here.
To help us process your request promptly, please include the following details:
- Your account reference number
- Property address
- Refund amount requested
- Payment method used (bank transfer or card payment)
- If you paid via bank transfer, please include your bank account details, such as the account holder name, account number, sort code, and proof of payment (eg screenshot from your bank account statement).
It might take up 10 working days for the funds to reach your bank account
Please note: We are unable to accept refund requests over the phone. However, our advisers are happy to assist and guide you through the process—just give us a call at 01279 810 119.
Did you know? You can easily view your account balance through your Customer Portal account. Login here to get started.
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