If we're unable to receive readings from your meter for a period of time, we may need to estimate your energy usage so we can continue sending your bills.
These estimates are based on the information available to us, such as your previous energy use. If you've 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.
Once your meter is working properly again, we'll receive an accurate reading and compare it with the estimated usage you've previously been billed for.
If there's a difference, we may send you a Catch Up Bill. This updates your account so you're charged for the energy you've actually used.
Sometimes this works the other way around. If you've paid too much based on estimated readings, we'll add a credit to your account or arrange a refund where appropriate.
There's no need to worry - if you have any questions about a Catch Up Bill, our Customer Care team will be happy to explain it and talk through your account with you.