If you haven’t received a bill for a while, there are a few common reasons why billing may be delayed.
1. Your tariff is being updated
Before we can issue a bill, the tariff for your development must be up to date.
If new tariff rates are being reviewed or approved, billing may be temporarily delayed until the updated rates have been applied to your account.
You can check your latest tariff on your Customer Portal account, or in any recent tariff update letters we’ve sent you.
2. We’re unable to collect meter readings
Sometimes billing is delayed because we’re not receiving the meter readings need to work out how much energy you’ve used.
If this happens, we may use estimated readings instead. We estimate your readings based on your previous energy use. If you’ve only recently moved in and we don’t have enough history, we may use information from similar homes in your building to help calculate an estimate. But if this is not possible, we may have to pause billing in the meantime until the issue is fixed.
You can view your readings, track your usage and submit manual meter readings through the Customer Portal or the Residents Hub.
3. Your account details need updating
Sometimes, delays can happen if we’re missing important information. For example:
- You’ve recently moved in or out
- The property has been sold
- The property is being rented to a new tenant
- Your contact details have changed
Keeping your account details up to date helps make sure bills are sent to the right person. If there’s recently been a change at your property, you can let us know on the Residents Hub.
4. Your meter is being investigated
In some cases, billing is temporarily paused whilst we investigate an issue with the meter or the data we’re receiving from it.
This can happen for a few reasons, including:
- We're not receiving meter readings from your meter
- The meter readings we're receiving don't look right
- Your meter may be faulty
- There may be an issue with the meter details linked to your account
5. What should I do?
If your billing is paused, don’t worry. We’ll write to you to let you know and explain what happens next. In the meantime, you’ll be able to use your heating and hot water as normal.
We regularly monitor paused accounts and will be working with your Building Owner or Managing Agent to resolve any issues as quickly as possible.
If you haven’t received a bill for a while, but you also haven’t heard from us, please get in touch. Sending us a clear photo of your meter can often help us identify the issue and get billing back up and running sooner.
Need help?
If you’re unsure why you haven’t received a bill, please contact our Customer Care team and we’ll be happy to look into it for you.
You can call us on Monday to Friday from 9am-4pm on 01279 810 119. You can also speak to us on Live Chat or submit a ticket.