On the back of your bill you’ll find a detailed description on how read your invoice. You can also check out the info section on how to read a bill by clicking here.
I don’t understand my bill – can you explain it in more detail?
Where can I find my electricity/gas supply number?
This number can be found on your bill. The gas supply number is known as a Meter Point Reference Number (MPR/MPRN) and the electricity supply number is known as the Meter Point Administration Number (MPAN).
Where can I find my meter serial number?
Your serial number will be on your bill. This also should be visible on the front of your gas or electricity meter, located near to the barcode if applicable.
My business has expanded and gained additional sites. What do I do?
We would be happy to quote for additional sites. Please contact our sales team on 0333 003 7874 or click here. Once the contract has been agreed, we will set up your accounts and start billing accordingly.
How do I set up my online account?
Login details are sent automatically to the email address provided when you joined. If you didn’t give us an email address or you haven’t received your welcome email, please email firstname.lastname@example.org with the account number and email address you wish to use. If you are a new customer and just starting up, you can get started here.
I have more than one account and/or site. How does this work?
Email addresses can be linked to multiple accounts, so simply email the account numbers and the email address(es) that should have access to email@example.com, and when you login the accounts and all associated invoices will be available for viewing.
How can I view my bills online?
To view invoices online, you will need to be set up on e-billing. Once completed, there are two ways to view invoices - either by selecting the type of document you wish to view through the ‘Documents’ drop down or click on ‘Search’. To view all documents, simply click the ‘Search’ button. You can refine the search by completing the relevant boxes.
Can I pay my bills using the online account?
Why have I been sent login details when I haven't asked for them?
Login details are automatically sent to the email you provided when you joined, but your online account will only activate when you login and accept the terms and conditions. You will receive bills via post if electronic correspondence is not your preferred method.
Can I forward online documents by email, fax or post?
My login details aren’t working - what do I do?
Please ensure that the email and password are entered correctly. The password is case sensitive. If you have forgotten your username or password, please email our Customer Care team at firstname.lastname@example.org and we will be able to reset your login details.
How do I change my password?
After logging in, you may change your password in ‘Settings’ by selecting ‘Change Password’. Passwords must be a minimum of eight characters containing at least one capital letter and a mixture of letters and numbers.
I want to add another email address or to change the email address set up on my account – how do I do this?
To add an email address click on the drop down menu 'Your Details' and choose 'Delivery Settings'. Click 'Add User' and add the new email address.
To change an email address, use the menu option 'Settings' to change the email.
How long do I have to make payment?
The majority of our customers are on 10-day payment terms but these can vary, depending on your contract. Details of your payment terms can be found in the general conditions of your contract.
How do I set up a Direct Debit with you?
You can set up a direct debit over the telephone by calling our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2. Alternatively you can download a direct debit mandate from our quick links section in the top menu and email a completed copy to email@example.com
What if the Direct Debit amount taken isn’t what I think it should be?
The amount that we are debiting from your account will be detailed on your invoice, but should you feel there is a discrepancy and the money has already been taken please notify your bank for an immediate money back guarantee. You can then call our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2 to speak with an advisor.
When will the Direct Debit be taken from my account?
Direct Debits will be taken 14 days after the date of each invoice but this date will be detailed at the bottom of your invoice.
Should you have a balance outstanding when you set up your Direct Debit, this prior balance will not automatically be claimed. You can arrange for this to be claimed by contacting our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2 to speak with an advisor.
I don’t want to pay via Direct Debit. What other options do I have?
We accept card payments which can be made on our automated card payment facility by calling 0333 003 7874 and choosing option 1 and then option 1 again, or by speaking to an agent by calling 0333 003 7874 and choosing option 1 and then option 2.
We also accept payments using the bank giro credit slips that can be found at the bottom of your invoice (if you are not a direct debit customer). You can also pay invoices by bank transfers paid to:
Bank Name: HSBC Bank plc
Account Name: TGP EBE Collections
Account No: 81403346
Sort Code: 40 - 02 - 50
If this method is used, please email firstname.lastname@example.org a remittance slip with the account number and MPR/MPAN.
I’m struggling to pay my energy bill. What should I do?
If you are struggling to pay your energy bills you should always contact us immediately, as there may be something we can do. If you are a small business and want further help or information regarding debt issues, you may find it useful to contact one of the organisations below, who can give you free, confidential and impartial advice:
08001 97 60 26
Citizens Advice Consumer Service
08454 04 05 06