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?

Ways to pay your bill

There are several ways in which you can pay your heating and hot water bill. When you move into your home we can help you choose the way that works best for you. You can change the way you pay your bill at any time, simply get in touch.

Pay by Direct Debit

If you set up a Direct Debit, we will automatically take a payment each month for the full amount shown on your bill as ‘TOTAL NOW DUE’. The date that the payment will be taken is stated on the bill in red at the bottom and will usually be 14 days after the date that you receive the bill.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development Download our Direct Debit form

Pay online

You can pay online here. Simply type in your customer account number (as shown on each bill) and the amount you’d like to pay to get started. You will be linked to a secure website which will take payment via debit or credit card.

Pay online

Pay by telephone

To pay your bill each month, please call the Insite Customer Service telephone number for your development during the office hours of 9am – 5pm Monday to Friday. Our Customer Service team can take payment from debit and credit cards.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development

Pay with Payzone

Take your bill to any Payzone agent that accepts bill payments. There you will be able to pay over the counter using cash, credit or debit card, using the barcode printed on your bill.

Pay at the Post Office

Take your bill to any Post Office to make a payment on to your account. You will need the barcode printed on your bill.


It is important that you pay your bills promptly each month. Your heating and hot water supplier has instructed Insite to issue debt management letters to you if you do not pay.

Failure to make payment in full each month may mean that you are in breach of your lease with your heat supplier and may lead to action being taken against you by your heat supplier.

If you are having difficulty paying your bills please contact Insite immediately. You might be eligible to set up a payment plan through which you can pay off your debt in manageable instalments over a set period by Direct Debit.