Support with your energy payments

Our payment support tool uses the financial information you give us to look at your situation and find a payment plan that suits you.

You can give us your information manually, or through Open Banking.

This process lets banks share information with companies like us in a safe and secure way. It helps us work out a payment plan that’ll be right for you.

It’s a series of questions about your income and outgoings (like salary and mortgage payments or rent) to help us understand your situation.

It should take about 45 minutes. To speed things up, make sure you’ve got the right information about your income and outgoings (like payslips and bank statements) when filling it in.

If you use Open Banking to pre-populate your information, the form should only take about 15 minutes to fill in.

We’ve partnered with Experian to help us find the best payment plan for you.

If you use Open Banking and agree to share your data, Experian will get your current account information from your bank. They’ll share it with us to help us understand your financial situation.

Learn about Experian

Open Banking has put measures in place to make it secure. Companies who offer Open Banking services must:

• Comply with data protection laws
• Be registered with, or authorised by, the Financial Conduct Authority (FCA)
• Be registered with the Open Banking Implementation Entity

If you choose to set up a payment plan, we’ll tell you which options will affect your credit score.

If you’re worried about your Direct Debit payments changing or you can’t afford them, please get in touch with our team – they can help with this. They’ll make sure you get financial support that’s tailored to you and your situation. There are many options, and support is available for anyone who needs it.

Paying by Direct Debit is usually the most useful way to pay for your energy because:

• You get a cheaper rate if you’re on our variable Simpler Energy plan
• You don’t have to remember to pay each month – it’s all done automatically
• It can make budgeting easier
• It spreads your annual energy costs evenly over time

When we work out your monthly Direct Debit amount, we aim to help you avoid building up a debt balance long term.

How we do this:

1. First, we look at your home’s energy use so far and estimate how much you’re likely to use by 31 March 2026. This includes any costs, such as standing charges and add-ons.

2. Then we factor in any credit in your energy account or if there’s a debt balance

3. Finally, we divide the result by the number of payments left until 31 March 2026, which gives your monthly amount. The aim is, by that date, you won't owe us anything and we won't owe you anything – making it easier for you to manage your energy costs over time.

Your Direct Debit is checked regularly to make sure your energy account balance is on track.

You can select any day between the 1st and the 28th of each month when you agree to set up your Direct Debit. If your preferred date falls within the next five working days, your new payment date will take effect in the following month. That’s because we need five working days to get everything set up.