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How can we help?

Moving in & moving out

I’ve just moved in. When will I receive a bill?

We hope you’re enjoying settling in to your new home.

You should already have received a welcome brochure from us, that explains who we are and how we will bill you for your heating and hot water. If you’re a Pay-As-You-Go customer, you should also have received a payment card or a welcome email, which includes the unique payment reference number you will need when topping up.

If you’ve been signed up to monthly billing, you’ll receive your first bill from us when you’ve been in your home for more than a month, and every month after that.

 To make sure that we have all your correct information and will only charge you from the date you moved in, please complete the and send us the moving in form

If you’ve been signed up for monthly billing by your heat provider, you’ll receive your first bill from us after you’ve been in your home for more than a whole month. You’ll normally receive your new bill within the first week of every month after that.

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

I’m moving out. What do I need to do?

We’re sorry to hear that you’re leaving and wish you all the best in your new home.

It’s important that we now provide you with an accurate final bill before you leave, so please contact us as soon as possible to let us know you are moving out. It is important that you let us know exactly when you will be leaving your current address. If we don’t receive an accurate move out date, your standing charges and energy usage may be miscalculated in your final bill.

If you’re a pre-payment customer with a Flexi Pay account, providing the wrong move out date might mean you receive a payment notification related to the new tenants - after they have moved in.

We know you’ll be busy with moving, but if you can possibly get in touch on the day that you move out, it will make it a lot easier to finalise your account with us.

To make sure you only pay for what you’ve used, it’s important to give us an accurate final meter reading before you move out of your home.

If you don’t provide a final meter reading, you may receive an inaccurate final bill from us or even become liable for standing charges until the next tenants move in.

It’s easy to submit a final meter reading. You can take a note of the full meter reading and send it to us via the Moving Out form, or you can take a photo of your heat meter’s screen and send it to us at residata@insite-energy.co.uk

Your meter can be found either inside or alongside your Heat Interface Unit, which is normally found in the utility cupboard in your home.

You’ll then receive a final bill from us in the post, or via email if you’ve registered for e-billing.

You will also need to complete and send us an End of Tenancy form, which can be downloaded here.

If we don’t receive all the necessary information to close off your account, we may end up billing you in error. Your Heat provider or Landlord may even withhold your deposit or take legal action until all outstanding bills and debts are settled.

Once we have all the necessary information, monthly billing customers will receive their final bill and a confirmation letter.

Pre-payment customers will receive an email confirming the closure of their account.

I’m a Pre-pay customer and my tenancy is changing. Will I be charged?

Pre-pay customers

Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make sure you always receive accurate information, advice and bills from us.

We need to charge your heat provider (normally your landlord or building owner) for the time it takes us to:

  • Add details of any new residents onto our systems
  • Generate new payment accounts for your home
  • Change your details on our monthly reports
  • Re-configure the heat meter in your home
  • Create and send your new payment card

Sometimes your heat supplier may decide to pass these charges on to residents. If this happens, this fee will be displayed on your heat meter and charges will be collected from future top-ups at a rate agreed with your heat provider. If you would prefer to clear this cost in one go, please contact us so that we can arrange it.

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

Important:

We are only able to charge the Change of Tenancy fee to the named account holder. Insite Energy cannot bill anyone else for these charges, but we can take payments from any source.

I’m a credit billing customer and my tenancy has changed. Will I be charged?

Credit Billing customers

Whenever someone moves in or out of a home Insite Energy supplies services to, we need to make a number of changes to our records, so that we can make sure you always receive accurate information, advice and bills from us.

We need to charge your heat provider (normally your landlord or building owner) £30 + VAT for the time it takes us to:

  • Add details of any new residents onto our systems
  • Generate new payment accounts for your home
  • Change your details on our monthly reports

Sometimes your heat supplier may decide to pass these charges on to residents. If this happens, this fee will be displayed on your first bill from us. 

Important

We are only able to charge the Change of Tenancy fee to the named account holder. Insite Energy cannot bill anyone ales for these charges, but we can take payments from any source.

How do I set up an account with Insite Energy?

Registering a new payment account

You can set up a new payment account with us here.  

Once you’ve submitted the registration form, you will receive an email requesting to confirm the email address you have chosen. Simply click on the highlighted link in your confirmation email to register your credit or debit card for online payments.

Registering a credit or debit card online

If you would like to use our SMS service or the Auto-payment facility, you will need to register a credit or debit card with us.

To register a new card, you will first need to have a payment account set up (see instructions above).

To save typing in your billing address and credit or debit card details each time you want to top-up, you can choose for Insite Energy to securely store your card details.

You can register a new credit or debit card for your account, or to top-up online here.  Once you’ve submitted the form, you will receive an email confirming any payment.

If you haven’t received a confirmation email from us within 5 minutes, please check your junk mail folder, as it may have been diverted there. Please move this email to your inbox, otherwise any embedded links will not work correctly.

Important

In order to keep payments secure and safe, your card details will be saved by our payment partner Paypoint.net, not by us. Insite Energy only saves a reference code for your transaction, which is approved by Paypoint.net every time you pay.

When will I receive my payment card?

If you need a Pay-As-You-Go payment card, please contact us and we will arrange for a new card to be sent to you. 

Please note that there may be a charge to replace lost or damaged payment cards in future.

I’ve recently moved in - why haven’t I received a bill?

Don’t panic.

If you’ve been signed up for monthly billing by your heat supplier, you’ll receive your first bill from us after you’ve been in your home for more than a whole month. You’ll normally receive your new bill within the first week of every month after that.

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

Why have I received a bill addressed to someone else?

There are several reasons why you may have received a bill in someone else's name.

Your building’s heat provider (normally your landlord) may only have instructed Insite Energy to bill a particular named person or, we have not received a Change of Tenancy form, or it might be that we haven’t received all the information we need from your landlord to set you up as a new contact yet.

If you have received a bill in someone else’s name, please contact us and we will help change all of the details for your property.

Why hasn’t my Change of Tenancy been processed?

If you have submitted a Change of Tenancy form more than a month ago and your billing is still not correct, there may be an issue with our remote connection to the heat meter in your home.

Please contact us so that we can perform any necessary checks on your heat meter and make sure that you are are charged correctly and that our records are fully up to date. Or you can call us using dedicated support number for your building by searching for your address here

Someone is moving in with me. What do I need to do?

If someone else is moving into your home, it will have an effect on your heating and hot water use.

To make sure we can continue to provide you with accurate advice and reports, it’s important you let us know the name of any new residents and when they move in.

Please contact us with details of any new residents in your home.

Of course, if you rent your home, your landlord will need to know about any new residents in your home.

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