Choose the type of meter or bill you have below to find out the
options for making a top-up payment, paying your bill or informing us
that you have moved in or out.
You will also find answers to other questions you may have.
Frequently asked questions
I have a Guru Hub
I have an Evinox Smart Meter
I have a different Pay-As-You-Go meter
I receive a bill in the post
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.
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.
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
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.
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.
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.