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?

My heating and hot water aren’t working

Check that you have credit

Please check that you have enough credit and that you have a positive balance (remember that if you have used any emergency credit it will automatically be taken from your next top up payment).

If your emergency credit reaches zero (-£0.00), the smart supply valve on your heating and hot water system will close and your supply will be disconnected. You must make a top up payment in order to restore your supply. Please note you must be in positive credit in order to reactivate your access to heating and hot water.

Please note that your daily standing change will continue to deduct daily, even if your heating and hot water supply has been disconnected.

Emergency credit

If you are unable to top up immediately, but you have emergency credit available, you can activate your emergency credit by pressing the Activate Emergency Credit button as illustrated below.

Guru Hub Credit Low panel

If your heating is not working

If your heating is still not working, please call our customer service team on the emergency customer service number for your development between 9am–8pm Monday–Friday, 9am–5pm Saturday–Sunday.

To find the emergency customer service number for your development, check the emergency contact information on your development page.

Find your development

If we need to visit your property due to a “Flexi Pay” system problem

To contact us regarding an appointment you call our customer service team on the customer service number for your development during our office hours of 9am–8pm Monday–Friday, 9am–5pm Saturday–Sunday.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development

Tamper alarm

If your Guru Hub unit is tampered with, your supply will immediately be disconnected and the message ‘Your supply is disconnected due to a TAMPER ALARM” will be displayed.

If this message is displayed please call our customer service team on the customer service number for your development during our office hours of 9am–8pm Monday–Friday, 9am–5pm Saturday–Sunday.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development

Please note that your heating and hot water supplier is likely to charge you the call out fee if your unit has been tampered with.

Guru Hub tamper alarm panel