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?

Understanding monthly bills

If you are on a credit billing scheme, your heating and hot water supplier has instructed Insite to send you a monthly bill to charge you for your actual consumption of heating and hot water. Each month your supplier supplies Insite with remote readings from your heat meter which measures your consumption of heating and hot water. We will use that meter reading to calculate what you owe.

Your bill contains a range of information to show you what you have consumed, what the charges are and how you can make payments.

On the Front Page of the bill

“Previous balance”

This line shows the unpaid balance from previous bills that remains on your account and so is stated as a previous balance. It is a balance brought forward from your last bill if you did not pay it. Please note that you may have made a payment which was not processed at the time of your latest bill being processed. It would therefore not show on your most recent bill.

“Payments received with thanks”

This line shows any payments that we received from you since your last bill was issued. If you made a payment of £55.00, it will be shown here as Payments received with thanks – £55.00

“Outstanding balance”

This line shows the total amount that is currently owed on your account before the charges for the current period being billed are added. If you pay all your bills every month, this should be £0.00. If you have paid some of the balance that is owed on your account, this line will show you what it still outstanding before the charges for the current period being billed are added.

On the Back Page of the bill

Actual meter readings

Insite receive remote meter readings from your Heat Meter. These meter readings are stated on the back page of your bill and are annotated with an ‘A’. If you have an actual start read and an actual end read on your bill, it means that your usage has been recorded by your Heat Meter for the period stated (usually one month) and sent to Insite remotely.

This is therefore a correct recording of what you have used.

Estimated meter readings

Insite should always receive remote meter readings from your Heat Meter, via the data logger (usually situated in the plant room).

If there is an occasion where Insite does not receive a remote meter reading from your Heat Meter an estimated read is calculated instead. These meter readings are stated on the back page of your bill and are annotated with an ‘E’.

Whenever we are unable to read your meter, we inform your landlord so that they can find out what has caused the problem. A common reason for not getting an actual read is that there is a connection failure from your Heat Meter to Insite.

Once we receive an Actual meter read from your Heat Meter we will reconcile your account. We will of course include the payments that you have made against the estimated bills.