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?

Setting up your payment account

Registering a new payment account

You can register a new payment account at pay.insite-energy.co.uk/account/new

Register a new account

Once you’ve submitted the registration form, you will receive an email to verify email address you used.

Follow the instructions in the email by clicking on the highlighted link to register your credit or debit card.

Registering a credit or debit card online

Please note this is required if you would like to use our SMS service or the Auto-payment facility.

To register a new card, you will first need to have a payment account

To save typing in your billing address and credit or debit card details each time you want to top up, you can choose to securely store your card details.

You can register a new credit or debit card at pay.insite-energy.co.uk/payment/new

Register a new card

Once you’ve submitted the form, you will receive an email confirming your payment.

If you haven’t received the email within 5 minutes then please check your junk mail folder as it may have been diverted there. Please move the email to your inbox to allow the functionality of the link.

A note about security: in order to keep payments secure and safe, your card details are saved by Paypoint.net, the payment supplier and not by us. Insite only saves a reference code for this transaction, which is checked by Paypoint.net every time you pay.