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?

Moving in? Moving out?

What to do if you’re moving in

Please contact Insite as soon as you move in to your home so that we can set up an account for you and offer you information and assistance regarding payments.

You can find out the telephone number to ring by entering your post code on the ‘Find your Home’ page.  Alternatively, please email us at residata@insite-energy.co.uk or use the form below:

  • This field is for validation purposes and should be left unchanged.

 

 

What to do if you’re moving out

Please contact Insite when you are moving out so that your account can be closed.

If you are moving out of a rented home, your Landlord, Managing Agent or Housing Association may contact Insite to confirm that there is no debt on your Guru hub, before any deposit is returned.

You must pay for all the heating and hot water that you have used. Your heat supplier will ask us to tell them whether your account has been paid.

You can find out the telephone number to ring by entering your post code on the ‘Find your Home’ page.  Alternatively, please email us at residata@insite-energy.co.uk or use the form below:

  • This field is for validation purposes and should be left unchanged.