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 Pay-as-you-go (PAYG) smart card

How do I credit my “Smart Card Reader”?

Once the credit is on your “Smart Card”, the “Smart Card” should be inserted directly into the card slot. The “Smart Card” can be inserted any way round, but please note it does not go all the way into the slot. A message “PLEASE WAIT” will be displayed briefly, then the total amount of credit on the card will be shown on the display screen.

Push the button to load credit onto the unit. The additional credit will be added to any credit that is already on the unit.

When the ‘THANK YOU’ message is displayed, you can remove your card from the unit.

You do not have to insert your card into the unit before buying additional credit – any credit that has not been loaded onto the “Smart Card Reader” will be stored on the card.

What do I do if I have lost my Smart Card?

If you lose your “Smart Card” or it becomes damaged, please contact us for a replacement. Replacement “Smart Cards” that have been lost or damaged have to be paid for at a cost of £15.00. They will/will not be available at the “Point of Sale Outlet”.

The card can only be used in the control unit in your home. In the event your card is lost or stolen, don’t worry it will not work in another machine.

Where do I return my Smart Card when I move out?

If you vacate your property, please return your card to:

Insite Energy
2nd Floor, 84 Long Lane
London, SE1 4AU

Please note if you fail to return your card you will be charged for a replacement card.