Help and support

Why have you estimated my bill?

Each month, we bill you for the energy you’ve used the previous calendar month. 

Your bill is calculated using historical usage at your property, which is based on the meter readings that have been submitted either by you, a professional meter reader, or automatically by a smart meter. 

For example, if you submit a meter reading on the 15th of the month, it'll appear on your bill, but we'll still need to estimate your usage up to the last day of the month. However, if you give a meter reading on the 1st of the month, it won't show on your bill until the following month.

I gave a reading last month, why is my bill still showing an estimate?

If a reading has been given recently, in most cases, we’ll still need to estimate your usage between that reading and the point your bill is calculated at the end of the month. 

A problem with our estimates?

Our estimates will always be more accurate if you give readings more often. 

You can help us bill you accurately by regularly giving readings so we can build a better picture of your expected usage. The easiest way to do this is to get a smart meter, which submits readings for you. 

If you don’t want a smart meter, or can’t get one yet, try to give a meter reading every month, or every three months at a minimum.

If you’d like to give a reading now, hit the button below.

I’ve submitted meter readings but they don’t appear in my bill

On some occasions, there can be a problem with a meter reading. One of our team should reach out to you to let you know and discuss the next steps. 

I think my bill is too high

If you find that your bill is too high or has increased unexpectedly, it could be because of a number of reasons. Let’s try to find out why. 

  • We were underestimating your usage – We’ve not received a meter reading from you in a while, so our estimated meter readings were inaccurate. Why not give us a reading by clicking

    . Or avoid meter readings altogether with a smart meter – click to learn more. 

  • Your last meter reading is incorrect – If you suspect that an actual meter reading taken by an engineer is wrong, or you submitted an incorrect reading, you can submit a new meter reading


  • Price changes – If you’re on a variable tariff, it means that if the wholesale energy prices increase or decrease, so will your tariff. We’ll always give you plenty of notice of any price changes before they happen.

  • Electrical appliances – Some of our household appliances can cost a lot to run. If you’ve recently started using a new appliance such as a tumble dryer, plug-in heater or a hot tub, it might be running up the cost of your electricity.

If you’re worried about your bills, click

for information and support.

Or if you want help understanding your bills, click

Want to avoid problems with meter readings? 

Did you know that with smart meters, your readings are sent automatically – so you’ll never have to submit another reading again.

And because smart meters do it for you regularly, you’ll always have accurate bills too.

You can find out more about smart meters and how to upgrade on


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