Billing & payment FAQs

Including questions about refunds, direct debits, payment details and finding your statements online.

Yes, you can change the payment date, amount and details of your Direct Debit.

However, before you make any changes to your Direct Debit, we highly recommend you chat with us to make sure don’t under or over pay.

Speak to us via email or call us and one of our friendly team will be happy to help. 

When you sign up to Utility Point online, you’ll be asked to set up a Direct Debit to help make paying for your energy really easy. All you’ll need are your bank sort code and account number and follow the on-screen instructions.

If you’d like to change the way you pay for your energy to a Direct Debit, please get in touch and we’ll walk you through the process.

You can make payments via your online Utility Point account. Simply log in, click on ‘Energy’, and then ‘Manage payments’. Then click on ‘Make a payment’ and follow the instructions.

You can also contact our collections department on 03455 57 78 78 (option 4) or you can make a BACs payment to:

  • Sort code: 20-60-66
  • Account: 23926060

Please use your member number (it’ll start with UPD) as the payment reference.

Your Direct Debit may have increased because:

  • You’re on a flexi/variable tariff and the unit price of energy increased so we’ve raised your Direct Debit to stop you from going into a deficit
  • Your energy use is higher than expected so we’ve increased your Direct Debit to cover your future use

We’ll always let you know at least 10 days before any increases to your Direct Debit.

It’s important to have some credit on your account to help cover increases in your energy use throughout the colder months or unexpected changes at home.

If you think you have more credit than you need, however, you can claim a refund as long as your account is in credit and you have provided at least three meter readings in the last six months, one of which has been provided within the last 28 days. 

We also recommend that you have been with us for at least 12 months to make sure you’re covered for the colder months or unexpected changes. 

You can also claim a split refund or reduce your Direct Debit payments.

To discuss your options, email the Utility Point team at or call the team and we’ll be happy to help.

If you think we’ve taken a payment incorrectly, please let us know as soon as you can by calling 03455 57 78 78 (option 3) or emailing the details to

Our customer service team will help get to the bottom of the payment and find an appropriate resolution for you.

If you don’t supply us with regular meter readings, we’ll use estimated readings in order to generate a bill. If we didn’t do this, you could end up with a large debt on your account.

We estimate usage by using your Estimated Annual Consumption (EAC), a number held and managed within a centralised industry database that estimates your yearly usage. You’ll find this figure on any energy bill or statement.

You can find all your energy bills from Utility Point by logging into your online account and clicking on ‘Energy’, and then ‘View statements’.

Here you’ll see an overview of your statements. To download a specific statement, click on the month you wish to download the full bill for.

To make sure your energy bills are accurate, you’ll need to submit meter readings via your online account once a month.

If you’ve recently provided a reading but you still get a reminder, you can simply ignore it as these reminder emails are automatically generated.

If you don’t send a meter reading, we’ll estimate how much energy you’ve used for that period and send an estimated bill.

Unfortunately, we can’t say for certain when you’ll receive a final bill from us or your previous supplier, but it usually arrives within four to six weeks from when you switch.

When you sign up to Utility Point energy, we’ll ask for an opening meter reading that we’ll send to your old supplier so they can close your account and send you a final bill.

This reading goes through a number of third-party checks to make sure your old supplier agrees with it, which is why it can take a number of weeks for your final bill to arrive.

Your energy bill is calculated by:

  • Multiplying how much energy you’ve used by the unit rate (the price in pence of your gas or electricity per kilowatt hour, kWh) of your chosen energy tariff
  • Adding on the standing charge – a fixed charge covering the cost of keeping you connected to the network and servicing your account
  • Adding on VAT – which is charged at a reduced rate of 5%

For example, if you’ve used 180 kWh of electricity over a month (30 days), with a unit rate of 3p/kWh and standing charge of 21p a day, we would work your bill out as follows:

  • Unit rate 15p/kWh x 180 = £27.00
  • Standing charge 21p/day x 30 = £6.30
  • Add VAT (charged at 5%) £33.30 x 5% = £1.67

Total (inc. VAT) £27 + £6.30 + £1.67 = £34.97

Your direct debit will be reviewed regularly to ensure your payments accurately reflect your energy usage and you don’t build up unexpectedly large credit or debt on your account.

Even if your account is in credit, we may still need to increase your payments to allow for higher usage during the winter months, which will help you avoid a surprising bill.

If we find your payments need to change, we’ll adjust your Direct Debit accordingly – we’ll always let you know before making any changes.

The best time to provide a meter reading for your account is a day or two before your statements are raised.

You can see when this will be by logging into your online portal and looking at ‘Your statements’ tab.

Before you claim back credit on your account, we advise you to have been a Utility Point member for at least twelve months so we can understand how much energy you use over a year.

This helps us make sure you have enough credit on your account to help cover the months when you use more energy i.e., in the winter, or if your circumstances at home change unexpectedly.

You also need to have sent at least three meter readings within the last six months, the most recent within the last 28 days.

If you are no longer a Utility Point member and your final bill is all settled, it’s good practice to cancel your Direct Debit Mandate.

However, if you’re still an energy customer, please get in touch with us before you cancel your Direct Debit.

If any payments are missed because we couldn’t claim them, you may be subject to a missed payment fee (set out in the Terms and Conditions).

It also means that you could fall behind on your payments and that future Direct Debits may need to increase to cover the missed period.

We also pay refunds by Direct Debit, so if it’s been cancelled it will take us longer to get your money back to you.

If you ever find you’re having trouble paying for your energy, we’re here to help find a solution that works for you. Simply get in touch as soon as possible and we’ll see what we can do to help.

The sooner you let us know, the sooner we can talk through your options and find a suitable solution. This could involve arranging a payment plan or switching you to a prepayment meter.

Remember, you can make sure your energy bills are accurate by submitting regular meter readings via your online account.

You can get free, independent help with energy problems, including if you’re struggling to pay for the energy you use, from Citizen’s Advice.

If you live in England or Wales, go to or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

For further impartial advice, please visit the below websites: