Understanding Tariffs
Firstly, it’s important to understand the difference between your monthly payment amount and the prices/rates you pay for energy:
Fixed Tariff
Your energy rate per unit (kWh) stays the same throughout your contract. However, your monthly payments may still change if your energy usage differs significantly from the allowance you were originally quoted.Standard Variable Tariff (SVT)
If you're on a variable tariff, your prices and monthly payments may fluctuate. These changes are influenced by the energy price cap, which is reviewed quarterly by Ofgem, the UK energy regulator. The cap reflects shifts in wholesale energy prices and applies to all suppliers. Read more here.Unlimited Energy Contract
Your monthly payments will remain fixed throughout your contract term, regardless of how much energy you use (subject to terms and conditions).
Reasons for Monthly Payment Changes
Even if your tariff remains the same, your monthly payment may still change due to a number of other factors:
Energy Usage Reviews
After three months on supply, we begin reviewing your energy usage monthly. If you're consistently using more energy than your current allowance covers, we’ll increase your monthly payment to avoid any surprise charges later. You’ll be notified by email and provided with an updated invoice when this happens.
Energy Price Cap Changes
If you're on a Standard Variable Tariff (SVT), your monthly payments may change every three months in line with the Ofgem price cap. This reflects fluctuations in wholesale energy costs across the industry.
Product or Service Changes
If a new product or service has been added to your account your monthly payment will be adjusted to reflect the new total.
House Capacity Changes
If you're using our multiple bill payer option, changes in the number of housemates on your account will update how the costs are split. This means your individual share may go up or down depending on who is listed.
Annual Price Reviews by Suppliers
Many water and broadband suppliers carry out annual price reviews, typically around 1st April each year. These changes are passed directly through to you and we’ll always provide advance notice.
Still Unsure? We're Here to Help
If you’re unsure why your payments have changed or would like help understanding your billing, please get in touch:
Customer Support
Phone: 0333 358 3377
Email: [email protected]