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?

Your ‘Flexi Pay’ Guru Hub

Your heating and hot water supplier has chosen the Guru Hub unit for your home. The Guru Hub is a smart energy meter and heating and hot water controller, all in one unit. This means you only pay for what you use, when you use it, plus a daily standing charge.

It is a popular metering and billing solution which is linked to our “Flexi Pay” payment system. Your Guru Hub unit enables you to easily monitor your use of heating and hot water and also the payments you make.

The Guru Hub unit is connected to Insite’s payment system via the internet, so it always knows how much credit you’ve purchased.

Understanding the display panel

The main screen displays your credit balance, your emergency credit limit, your kWh (unit) charge, your daily standing charge, your kWh and CO2 please subscript CO2 usage.

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Credit Low

When your credit runs low, this message will display reminding you to make a top up payment. If you are unable to top up immediately you can activate your emergency credit.

To activate your emergency credit press the Activate Emergency Credit button as illustrated below.

Guru Hub activate credit low panel” width=

Emergency Credit

When the emergency credit is activated, your display screen will confirm this by displaying “Using Emergency credit”. It will also display how much emergency credit you have available. Please note that emergency credit is for emergencies only. If you have used your emergency credit you must then top up afterwards as your supply will be disconnected once the allowance has been used up.

The amount of Emergency Credit available to you is determined by your hot water and heating supplier.

Guru Hub activate emergency credit panel

Usage

The Usage screen displays your kWh usage. This is the actual amount of heat you have consumed.

You can also view your usage in graphical view by pressing the Graphs button.

Guru Hub activate usage panel

Messages from Insite

We may need to send you messages from time to time. Messages will be displayed on the screen. Simply click “OK” to clear the message.

Guru Hub activate messages panel

Tamper alarm

If your Guru Hub unit is tampered with, your supply will immediately be disconnected and the message ‘Your supply is disconnected due to a TAMPER ALARM” will be displayed.

If this message is displayed please call our customer service team on the customer service number for your development during our office hours of 9am–5pm Monday to Friday.

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

Find your development

Guru Hub activate tamper alarm panel

Please note that your heating and hot water supplier is likely to charge you the call out fee if your unit has been tampered with.

Adjusting the display

You can adjust the time your display screen stays on before automatically dimming by going to Settings and then Display and selecting the desired time.

Guru Hub activate adjust settings panel