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?

Troubleshooting your Gen1 Meter

You can check the following if your heating and hot water are not working

Is your pay-as-you-go card inserted correctly into the unit?

Please check that the card is inserted with the chip facing the back (towards the wall). The card can take up to 5 minutes to register in the heating system.

Have you made a top-up payment that isn’t showing on your Gen1 unit?

Please wait for 5 minutes as it can take up to 5 minutes to load onto your unit.

Does your Gen1 unit show a positive balance or does it show a negative figure such as £-17.34?

If you have a negative balance, you will need to make a top-up payment to bring your balance above £0.00 in order to access heating and hot water.

Has your Gen1 unit beeped 5 times?

If it has, this is to tell you that you have run out of credit. You will need to make a top-up payment to bring your balance above £0.00 in order to access heating and hot water.

Have you tried accessing your Emergency Credit?

You can activate your emergency credit by removing your pay-as-you-go card and re-inserting it into the unit within 3 seconds. The ‘EW’ symbol will appear once the emergency credit is activated. The top line of the display will show you how much emergency credit is activated.

Is your Gen1 unit showing any of these symbols on the display?

If any of these symbols are showing, 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