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?

Residents with additional needs

Your heat supplier has provided us with the details of any residents at your development who have additional needs – such as being hard of hearing or visually impaired. Please feel free to let us know if you have additional requirements in communicating with us. We will do our best to help you.

You may wish to nominate another person, such as a carer, friend or relative to contact us on your behalf about your account. Please let us know if you would like this to be set up. We will not share your account and payment details with anyone else unless you explicitly ask us to do so.

Sometimes we may need to visit your home in order to carry out routine maintenance on your payment system or meter. We want you to be sure of the identity of the person visiting your home, therefore for your peace of mind we can quote a password whenever we visit. You can choose your own password and change it whenever you like. Our staff also have photo identification, which they wear at all times.

Please note that we do not have a counter service for customers at our office.