We know that energy statements (another name for energy bills) can be confusing, so here is a quick guide explaining how your bill is calculated, what you can do to change how much you pay and what to do if you have high debit on your account.

Click here for an outline of how energy statements look.

If your latest bill has been particularly high, you can check some common reasons here.

If you’re struggling to pay your bills, click here for more information.

TABLE OF CONTENTS

So Energy’s Payment & Billing System Explained

  • Each month, we collect a payment from you via Direct Debit. This payment is based on two things: your forecasted usage and your account balance. Your payment is separate from your bill and can be reviewed multiple times during the year, especially if your usage changes. Your payments count towards your account balance

 

  • Each month we also issue a bill (energy statement), sent to your email address and viewable in your online account. This tells you how much you have been charged for each month. Charges are made up primarily of usage (expressed in unit rates measured kWh) and a few other set costs like standing charges and taxes. Charges are not the same as your payments - if you use more than what you are paying that month, your account balance will be reduced. If you use less, your account account balance will increase. Think of it like a piggybank. You can find your charges for the month on the 2nd page of each bill, like so:


  • If enough debit accumulates on the account, or we forecast that your usage will be going up, we will increase your payments to an amount which will bring your balance close to £0 over the next 12 months. The opposite will happen if you use less or accumulate a lot of credit. This is called a Direct Debit review. A Direct Debit review is the method we use to bring your payments closer to your bills

 

  • The amount that you pay for each daily standing charge and each unit rate of energy is dictated by the most recent tariff you agreed with us. If you agreed no tariff, you’re most likely on So Flex, our Standard Variable Tariff which changes every 3 months. You can find your current tariff, as well as your exact unit rates and standing charges, on your online account under ‘Tariffs'


Understanding Usage

From the above, you can see that the main thing which impacts your bills, and eventually your payments, is usage. The more you use, the more you will have to pay. This is important to know even if you’re on a fixed rate tariff.

Usage is recorded by your meter. If you have a smart meter which is communicating, it will send us your usage automatically each month so you don’t have to. We will use this to accurately charge you on your monthly bill.

If you don’t have a smart meter, you will need to send us your meter readings each month, ideally a few days before your bill is produced. If you don’t send us your meter readings, we will still issue you with a bill that month, but the usage will have to be estimated. Your bills may be less accurate, which is why it’s best to sign up to have a smart meter directly via your online account.


Managing Your Usage

There are two main things we recommend for you to manage your energy spend:

Monitor your energy usage 

  • If you have a smart meter, it can provide real-time data about your energy usage, helping you identify when you use the most energy and make adjustments. Smart meters often come with IHDs, which make this even easier
  • If you don’t have a smart meter, submit meter readings frequently via your online account to avoid estimated bills and ensure your charges reflect actual usage

 

Adopt energy-saving habits

  • Switch off electronics and appliances when not in use, rather than leaving them on standby.
  • Replace incandescent bulbs with energy-efficient LED lights
  • Lower your thermostat by just 1°C to reduce heating costs significantly without much impact on comfort
  • To see more tips, go here


What to Do If Your Account is Already in High Debit? 

  • Provide up-to-date meter readings (via a smart meter or submitting them yourself) to get an accurate picture of your account balance
  • Ensure that your current Direct Debit amount covers your energy usage and existing balance by adjusting your payments via your online account. We review Direct Debits throughout the year, but if you spot that your account is going in red, the sooner you act, the better
  • If your account already has a large amount of debit, consider making a one-off payment via your online account. Even if it doesn’t clear the entire debit, it will help smooth out any future Direct Debit increases
  • Consider switching to Seasonally Adjusted Payments via your online account. We know that most customers will use more energy during the winter, so their credit balances are lower at that time when paying a flat amount each month. Seasonal Payments automatically increase your payments by 25% of the usual amount between October and March, but automatically decrease your payments by 25% of the usual amount between April and September. For most customers, this will result in having your payments follow your bills more closely
  • If you can’t afford to pay the right amount to clear your debit over 12 months (which the online account will automatically suggest) then reach out to our friendly customer care team to discuss spreading out the payments over a longer period of time. There’s also support that you may be able to access