We want to help you manage your energy costs, so we try to spread your monthly Direct Debit payments evenly throughout the year. If a statement shows you're in credit that could be due to the season. For example, you may have built up a credit during the summer that you'll need to pay for the extra energy you may use during the winter therefore we don't issue a refund automatically.

If you've built up a credit on your account, we'll keep this and use this when calculating your future payments. If you'd prefer to have this money back, you can ask us to give you a refund as long as your most recent bill was not estimated. It’s important to know that, if we refund a credit we may increase your monthly payments to make sure you're paying the right amount in the future. Please note: If your next bill is due in the next 3-4 weeks a refund may not be possible.