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Understanding your charges

Why is my bill estimated?

If your bill doesn’t look right, it could be because we needed to estimate how much heating and hot water you have used. You can find out more about how we estimate bills here

This could have been caused by a temporary disruption in our remote connection with your heat meter. If we have been forced to estimate how much energy you used, you will see an ‘e’ marked on your bill in the ‘Heat Charges’ section.

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

How do you estimate bills?

Our estimates are calculated like this:

  • If we have received actual readings for the previous 3 Months, we will use the average consumption for your home to estimate your new bill.
  • If we don’t have the last 3 actual reads from your property, we will use the last 3 months’ average consumption from the other homes in your building to make an estimate.
  • If there has been an issue across all the homes in your building within the past 3 Months, we will use average data from across the country this season to make an estimate about your likely usage.

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.

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

I’m unhappy with my tariff and standing charge?

Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit.

You will find more information about how this is calculated here.

Unfortunately, we are unable to change your tariff details, unless instructed by your heat supplier.

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


My tariff is too high. What can I do?

Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit.

You will find more information about how this is calculated here.

Unfortunately, we are unable to change your tariff details, unless instructed by your heat supplier.

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

How is my tariff calculated?

Your tariff is set by your heat supplier (normally your landlord or building owner) and unfortunately, we are unable to change your tariff details, unless instructed by your heat supplier.

Insite Energy works with your heat supplier to calculate a specific unit rate and daily standing charge for your home, so that your heat supplier does not make any profit.

Your tariff is broken down in to two elements; 

1, Standing charge, this includes the standing charge costs passed on by the supplier for the provision of energy to the central plant room that supplies energy to your home. It also includes any associated costs attributing to the provision of heat to your home and administration charges related to service. 

2, Consumption charges, this includes the unit charges passed on by the supplier for the provision of energy at a unit rate, it also includes any associated loss of energy between the supply point and your home, for example heat loss. This varies based on the efficiency of the plant room and building design. 

Your tariff is regularly reviewed  by your heat provider to ensure the price is fair and any fees charged do not exceed the cost of providing energy to your home. 

Details about your tariff can be found on your bill, or on the display screen of your Pay-As-You-Go meter.

For any further information, please read our ‘Understanding Your Heat Charges’ leaflet or Welcome Brochure.

What VAT do I pay on my bills?

If your heat provider is VAT-registered, VAT will be added to your bill or smart meter charges, adding 5% to your total due.

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.