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 your bill

In most cases, your heat supplier has appointed Insite to send you monthly bills to charge you for your actual consumption of heating hot water. Each month, your heat supplier provides Insite with remote readings from your heat meter. Your heat meter measure your consumption of heating and hot water. Insite used those actual meter readings to calculate what you owe, as per your tariff and daily standing charge.

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

Heat charges reflect the cost of producing and delivering heat to your home. Further detail on heat charges is given on the Tariffs & Charges section.

Front of bill

Back of bill

‘Previous balance’

This shows you the balance brought forward from the previous month.

‘Payments received with thanks’

This shows you the payments that Insite received from you on the date that this new bill was issued. If you made a payment after this current bill was produced, it will not show as a payment received. It will however be shown on the next bill.

‘Outstanding balance’

This shows you what is still owed from previous bills that you have not paid. As this amount still needs to be paid, it is added to the total owed – shown again as ‘Outstanding Balance’ at the bottom of the bill.

‘New Charges’

This section shows the charges for the month being billed. It is a summary of the charges shown on the back page of the bill.

‘Total Now Due’

This is the total amount that you must pay. It includes any balance brought forward plus the total of your new charges for the month being billed.

‘Heating Charges’

The back page of the bill shows you what you have consumed and how you will be charged. It shows you the period that is being billed (usually the first day of a month to the last day of a month) and your meter identification number.
Your smart meter read will usually be annotated with an ‘A’, to illustrate that it is an actual remote reading from your heat meter and is therefore an accurate record of what you have consumed.
The back page of the bill also shows you how many units of heat you have consumed and what the pence per kwh charge is, as set by your heating and hot water provider.

‘Price Per Day Charge’

This states the daily standing charge as set by your heating and hot water supplier, which is a fixed charge per day for your connection to the heating network.

‘Total charges for Heating & Hot Water’

This is the total owed by you for the period billed, including VAT. This amount is shown on the front page as ‘New Charges’.