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How can we help?

Moving in & moving out

I’ve just moved in. When will I receive a bill?

We hope you’re enjoying settling into your new home.

If you are the first occupier of the property, your energy supplier will provide us with your details once you complete on your new home, enabling us to set up your account. Upon account set up, you will receive a welcome email from us, which will include your scheme brochure. This will explain who we are and how we will bill you for your heating and hot water. You can also find a copy of your brochure on your building’s microsite.

If you’re a pay-as-you-go customer, your welcome email will include your unique 19-digit account number (PAN), which you will need when topping up.

If you’ve been signed up to monthly credit billing, your welcome email will detail when you can expect to receive your first bill from us. This will usually be after you’ve been in your home for more than a month, and every month after that. The welcome brochure will detail more information on how you can pay your bill. This information can also be found on our ‘Ways to pay’ page.

In the case of a change of tenancy, we require you to complete and send us the ‘Moving in’ form. This will ensure that we have all your correct information and will only charge you from the date you moved in. 

Please note, you may be charged a change of tenancy fee. If you are on PAYG billing, this fee will be added to your PAYG hub. If you are on credit billing, this fee will be added to your first bill.

I’m moving out. What do I need to do?

We’re sorry to hear that you’re leaving and wish you all the best in your new home.

It is important that you let us know exactly when you will be leaving your current address. If we do not receive an accurate move out date, your standing charges and energy usage are likely to be miscalculated in your final bill.

To make sure you only pay for what you have used, it’s important to give us a heat meter read taken on the date you move out of your home. You will then receive your final bill and account closure confirmation letter from us in the post, or via email if you’ve been registered for e-billing. If you do not provide a ‘move out’ meter read, you are likely to receive an inaccurate final bill from us.

It’s easy to submit a final meter reading. You can send it to us via our ‘Moving out’ form found on our website, or you can take a photo of your heat meter’s screen and send it to us at customerservice@insite-energy.co.uk.

If we do not receive all the necessary information to close your account, we are likely to bill you in error. Your heat provider or landlord may even withhold your deposit or take legal action until all outstanding bills and debts are settled.

Once we have all the necessary information, monthly billing customers will receive their final bill and a confirmation letter.

PAYG customers will receive an email confirming the closure of their account.


I’m a pay-as-you-go (PAYG) customer and my tenancy is changing. Will I be charged?

Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make several changes to our records, so that we can make sure you always receive accurate information, advice, and bills from us.

We need to charge your energy provider (normally your landlord or building owner) for the time it takes us to:

  • Add details of any new residents onto our systems
  • Generate new payment accounts for your home
  • Change your details on our monthly reports
  • Re-configure the energy meter in your home
  • Create and send your new payment card

Sometimes your energy provider energy supplier may decide to pass these charges onto residents. If this happens, this fee will be displayed on your energy meter and charges will be collected from future top-ups at a rate agreed with your energy provider. If you would prefer to clear this cost in one go, please get in touch so that we can arrange it.


Important:

We are only able to charge the ‘Change of Tenancy’ fee to the named account holder. Insite Energy cannot bill anyone else for these charges, but we can take payments from any source.

Please note that if there is an outstanding balance on the account from a previous tenant, we will not be able to add a tenant to an account until this balance is cleared. Please note that the responsibility of any outstanding debts lie with the leaseholder, please contact your landlord or property manager in this instance.

I’m a credit billed customer and my tenancy has changed. Will I be charged?

Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make several changes to our records, so that we can make sure you always receive accurate information, advice and bills from us.

We need to charge your energy provider (normally your landlord or building owner) £30+VAT for the time it takes us to:

  • Add details of any new residents onto our systems
  • Generate new payment accounts for your home
  • Change your details on our monthly reports

Sometimes your energy supplier may decide to pass these charges on to residents. If this happens, this fee will be displayed on your first bill from us.


Important

We are only able to charge the ‘Change of Tenancy’ fee to the named account holder. Insite Energy cannot bill anyone else for these charges, but we can take payments from any source.

Please note that if there is an outstanding balance on the account from a previous tenant, we will not be able to add a new tenant to an account until this balance is cleared. Please note that the responsibility of any outstanding debts lie with the leaseholder, please contact your landlord or property manager in this instance.

I’ve recently moved in. Why haven’t I received a bill?

Don’t panic.

If you’ve been signed up for monthly billing by your energy supplier, you’ll receive your first bill from us after you’ve been in your home for more than a whole month. You’ll normally receive your new bill within the first week of every month after that.

If you’ve been in your home for two months or more and still haven’t received a bill from us, please contact your scheme specific contact number to make sure we have the right information about your home.

Why hasn’t my ‘Change of Tenancy’ been processed?

If you have submitted a ‘Change of Tenancy’ form more than a month ago and your billing is still not correct, there could be a few reasons for this:

  1. There may be an issue with our remote connection to the energy meter in your home.
  2. We might only bill leaseholders at this property.
  3. We have not received authorisation to add you to the billing yet.
  4. There may be an outstanding balance on the account from a previous tenant which will need to be cleared by the landlord or managing agent.

Please get in touch so that we can perform any necessary checks for your account and ensure that our records are fully up to date.

Someone is moving in with me. What do I need to do?

If someone else is moving into your home, it will have an effect on your heating and hot water use.

To make sure we can continue to provide you with accurate advice and reports, it’s important you let us know the name of any new residents and when they move in.

Please contact us with details of any new residents in your home.

Of course, if you rent your home, your landlord will need to know about any new residents in your home.

I am a leaseholder. How do I register my tenants as the main contacts on my account?

If you are a leaseholder renting out your property, you will be the primary account holder and your name will appear on all bills from Insite Energy.

Our bills are based on information collected automatically from your smart meter, so you won’t need to supply us with a reading. If we ever need to estimate readings (marked with an ‘E’ on your bill), you can always supply a manual reading by contacting us directly.

You may prefer to nominate your tenants as authorised users on the account. This will allow us to manage any billing issues with them instead. If you would like to set up your tenants as authorised users, please contact us on residata@insite-energy.co.uk.

When an authorised user moves out, any outstanding balance will be transferred to the primary account holder. It is then your responsibility to recover any debt from authorised users as the leaseholder/landlord.

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

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