Frequently asked questions

How much do I pay for my heating? Understanding unit charges & standing charges I’d like to change supplier. I don’t want to be with Insite Energy I can’t afford to pay my bill in full. Can I pay in instalments? My bill is too high. Can you investigate and send me a revised bill? What VAT do I pay? I haven’t received a bill yet, what should I do? Can I set up a Direct Debit on my smart meter? My washing machine has broken. Can you help with maintenance? What do I do if I have a problem with my heating and hot water? Why are you referring me to my heat supplier? Can’t you help? I’m unhappy with my tariff and standing charge, what can I do? Where is my pay-as-you-go meter? I have lost my pay-as-you-go card. What do I do? How to reduce your heating and hot water bills How often will I receive a bill?

I have a Guru Hub

Residents with additional needs Queries, feedback & complaints Your ‘Flexi Pay’ Guru Hub Setting up your payment account Topping up your smart meter My heating and hot water aren’t working Your heating and hot water supplier Moving in? Moving out?

I have an Evinox Smart Meter

Residents with additional needs Queries, feedback & complaints Your heating and hot water supplier Your Evinox ‘Flexi Pay’ smart meter Topping up your pre-payment unit My heating and hot water aren’t working Moving in? Moving out?

I have a different Pay-As-You-Go meter

Using your Gen1 meter Your heating and hot water supplier Your Pay-as-you-go (PAYG) smart card Troubleshooting your Gen1 Meter Moving in? Moving out? My bill is too high. Can you investigate and send me a revised bill? Where is my pay-as-you-go meter?

I receive a bill in the post

Moving in? Moving out? Ways to pay your bill Understanding your bill Residents with additional needs Queries, feedback & complaints Understanding monthly bills About your bill Your heating and hot water supplier Estimated bills I can’t afford to pay my bill in full. Can I pay in instalments? How often will I receive a bill?

How to reduce your heating and hot water bills

Tips for heating

Turn your heating off

If you’re out for the day, turn the heating off so that you’re not keeping an empty home warm. Likewise, during the night when you’re wrapped up in bed, you probably don’t need to have the heating on so you can either turn it down or off completely.

Thermostat

The thermostat detects the temperature in your home and turns the heating on when it becomes too cold. Therefore, it’s important to make sure that the thermostat isn’t blocked by anything such as furniture or curtains so that it can do its job properly.

Turn the thermostat down

Try and set your thermostat to the lowest comfortable temperature. Some studies show that turning the thermostat down by just 1°C can reduce your heating bills by 10%. However, don’t reduce it too much and make sure that you are still warm!

Set and forget

Once you’re happy with the temperature setting on your thermostat, you shouldn’t have to change it. Remember, when it’s cold outside, you don’t need to change the thermostat as the heating system should heat your home to the same temperature.

MVHR – Keep your windows closed

If you’ve got an MVHR system (Mechanical Ventilation with Heat Recovery) installed in your home then it is much more energy efficient to keep your windows closed.

Tips for hot water

Water efficient showerhead

As you have a modern home, it is likely that your water appliances are already quite water efficient. However, make sure that if you replace the shower head, it is a water efficient model which will greatly reduce the amount of hot water that you use.

Shower instead of bath

If you have an efficient showerhead then having a shower will typically use much less hot water than taking a bath.

Use a bowl when washing up

If you don’t have a dishwasher (or don’t use it) then you can save a lot of money by using a bowl when you wash up instead of having running hot water.

Dripping tap

As well as wasting a lot of water, a dripping hot tap will also increase your heating bills. Make sure that the tap is turned off or change to washer if required.