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?

Using your Gen1 meter

Introduction to your Gen1 pay-as-you-go meter

The Gen1 pay-as-you-go unit is a pre-payment system, connected to your Heat Meter, which operates on a pay-as-you-go (‘PAYG’) basis and means that you never owe money nor go into debt. You only pay for the heating and hot water that you use. It means that you can budget your usage and plan your top-up payments ahead. You can add as much as £100 onto your meter.

The valve that controls your heating and hot water will close if your balance drops to £0.00 as it means that there is no credit to pay for heating and hot water.

Topping-up the balance on your Gen1 pay-as-you-go meter

You can add credit to your Gen1 unit at a registered agent, (often a newsagent). Please click here to go to our Payments page or find your nearest top-up shop via your scheme-specific page.