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Monthly Billing

Understanding your bills

Your landlord or building owner (heat supplier) has appointed Insite Energy to send you monthly bills for your heating and hot water.

Each month, your heat supplier provides Insite Energy with remote readings from your heat meter. Your meter measures the consumption of heating and hot water in your home. 

We use those actual meter readings to calculate what you owe, according to the tariff set by your heat supplier, plus a daily standing charge.

Your bill contains information about what you have consumed, what the charges are and how you can make payments.

Your bill - explained

‘Previous balance’

This shows you the balance on your account - brought forward from the previous month.

‘Payments received with thanks’

This shows you the payments that Insite Energy has received from you on the date that your new bill was issued. If you made a payment after the current bill was produced, it will not show as a payment received. It will however be included on your next bill.

‘Outstanding balance’

This shows you what is still unpaid from previous bills. As this amount still needs to be paid, it is added to the total owed – shown again as ‘Outstanding Balance’ at the bottom of the bill.

‘New Charges’

This section shows the charges for the month being billed. It is a summary of the charges shown on the back page of your bill.

‘Total Now Due’

This is the total amount that you must now pay. It includes any balance brought forward from last month, plus the total new charges for the month being billed.

‘Heating Charges’

The back page of the bill shows you how much energy you have used and how you will be charged. It shows you the period that is being billed (usually the first day to the last day of a month) and your meter identification number.

Your smart meter reading will normally be marked with an ‘a’, to show that it is an actual reading taken automatically from your heat meter - and is therefore an accurate record of what you have used.

The back page of the bill also shows you how many units of heat you have consumed and the charge (in pence) per kwh, as set by your heat supplier.

‘Price Per Day Charge’

This is the daily standing charge set by your heat supplier, which is a fixed charge for every day of your connection to the heating network.

‘Total charges for Heating & Hot Water’

This is the total owed by you for the period billed, including VAT. This amount is shown on the front page of your bill as ‘New Charges’.

Our Understanding your Bill page shows where all of the above key information is displayed on your bill.  

Why has my bill been estimated?

If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely. 

If your bill is based on actual readings from your heat meter, they have given us a true report on your kWh consumption of energy.

If your bill has needed to be based on estimated usage, you will see an ‘e’ marked in the Heat Charges section of your bill. 

Our Understanding your Bilpage shows where all of the above key information is displayed on your bill.

Whenever we are unable to read your meter remotely, we will inform your heat supplier so that they can find out what has caused the problem. A common reason for not getting an actual reading is that there has been a connection failure between your heat meter and Insite Energy.

Once we are able to get an actual metering reading from your Heat Meter, we will work out what you actually owe, factoring in any payments you may already have made on your estimated charges.

How can I pay my bill?

There are a number of ways to pay your heating & hot water bill.

As soon as you move into your home, we can help you choose the payment method that works best for you. You can change the way you pay your bill at any time, simply by getting in touch with us on the details for your building.

Pay by Direct Debit

If you set up a Direct Debit with us, we will automatically take a payment each month for the full amount shown on your bill as TOTAL NOW DUE

Your payment date is shown in red at the bottom of your bill and will usually be 14 days after you receive your bill.

If you’d prefer to pay your monthly bills by Direct Debit, please contact us, or call the dedicated support number for your building by searching for your address here and we will set this up for you 

Pay online

You can pay your bill online here. Simply enter your customer account number (as it appears on your bill) and the amount you’d like to pay. You’ll be linked to our secure payment portal which will take payment from either a debit or credit card.

Pay over the phone

You can also pay your bill over the phone by calling the dedicated Customer Service number for your building, which you can find by searching for your development here. Our Customer Service team can take payment over the phone from your debit or credit card between 9am – 8:30pm Monday to Friday and 9am – 5:30pm on Saturdays.

Pay with Payzone

Take your bill to any Payzone agent that accepts bill payments. There you will be able to pay over the counter using cash, credit or debit card, using the barcode printed on your bill.

Pay at the Post Office

You can also make a payment onto your account by taking your bill to any Post Office. Please remember to take your bill along with you, as you will be asked for the barcode printed on your bill.

Standing order

If you would like to make sure you are making regular payments onto your account but would prefer not to set up a Direct Debit, you can always arrange a standing order.

A standing order is an agreement with your bank to pay a fixed amount to another person or business at regular intervals; whether that’s weekly, monthly, quarterly or yearly.

To set up a standing order to Insite Energy, you will need to contact your bank; either in person or through your online banking.

They will ask you for the name of the company you wish to pay, the sort code and account number of that company, as well as asking for a payment reference to accompany the standing order.

We’ve provided all the information you will need below:

  • Name: Insite Energy Ltd
  • Account Sort Code: 23-84-82
  • Account number: 04990266
  • Payment Reference: This will be your unique eight-digit customer account number (found at the top of any Insite Energy bill)

Important

It is important that you pay your bills promptly each month. 

Your landlord has instructed us to issue debt management letters if you do not pay on time.

If you don’t make full payments to us each month, you may be breaching the lease agreement you have with your landlord. This may lead to enforcement action being taken against you by your landlord.

If you are having any difficulty paying your bills, you should contact us as soon as possible. You may be eligible to pay off what you owe in manageable instalments through a Direct Debit payment plan. 

Why isn’t my payment showing on my bill?

If you’ve made a payment and it isn’t showing on your latest bill from us, it might be because the payment didn’t reach us before we issued your bill. 

For example, if you made a payment within 7 days of your ‘payment due date’, the money may not have been processed by us in time to reflect on your bill.

Please look again at your bill – if your payment was made more than 7 days before we issued your bill and during the ‘billing period’ then please get in touch with us so that we can look into it for you.

You can find the dedicated support number for your building by searching for your address here. You can also email us at anytime via our Contact Us page.

My Bill is too high – can you investigate and send me a new one?

If your bill has an ‘a’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your heat meter and sent to Insite Energy remotely. 

If your bill is based on actual readings from your heat meter, they have given us a true report on your kWh consumption of energy – so we will unfortunately not be able to change it.

Insite Energy has not installed your heat meter and we don’t operate it. We can only access the information it stores and reports.

If your bill has needed to be based on estimated usage, you will see an ‘e’ marked in the Heat Charges section of your bill. 

You can find more information about estimated bills by getting in touch with us here, or you can also email us at anytime via our Contact Us page.

You may be eligible to pay of what you owe in manageable instalments through a Direct Debit payment plan.

I can’t afford to pay my bill in full – can I pay it in instalments?

If you are having any difficulty paying your bill, you may be eligible to pay off what you owe in manageable instalments through a Direct Debit payment plan. 

If you’d like hep to pay your monthly bills and set up a Direct Debit payment plan, please contact us, or call the dedicated support number for your building by searching for your address here and we will set this up for you.

How often will I receive a bill?

In most cases, your heat supplier will have instructed us to send you monthly bills. Some homes will receive bills every 3 months.

Insite Energy is registered by the FCA for anti-money laundering, not regulated.
Only banks, building societies, financial services and insurance/re-insurance companies are regulated.