Moving home

Whether you’ve just moved in or are shortly moving out, these FAQs explain what to expect during the moving process, with answers about receiving your first bill, to what happens when you move out.

Select a question.
Help & support
I’ve just moved in, how do I let you know?

So that we can set up your account, please complete our moving in form. We’ll take it from there and send you a welcome email when everything is ready to go.

Please note, we may also receive your details from your heat supplier.

I’ve already completed the moving in form, what happens now?

Credit billed residents

We look to process any change of residencies (COR) within 21 days for credit-billed accounts. However, sometimes this could be longer.

Once your account has been created, you will receive a welcome email providing you with all key information about your new account. Your first bill will cover the period from your move-in date up to the end of the last calendar month. If you’ve been in your home for two months or more and still haven’t received a bill from us, please contact your scheme-specific contact number to make sure we have the right information about your home.

In case there is a delay in us setting up your account, we recommend setting aside some money to cover any extended period our first bill may cover. Once you have received your bill, you can also set up a payment plan Direct Debit to pay off any built-up arrears in manageable instalments.

PAYG residents

We look to process any change of residencies (COR) within 3 working days for pay-as-you-go (PAYG) accounts. However, sometimes this could be longer.

Once your account has been created, you will receive a welcome email providing you with all key information about your new account. Any heating and hot water charges accrued between your move-in date and the date your account was set up will be calculated and applied to your account as a separate debt balance. This is to allow you immediate access to your heating & hot water without having to pay off the full amount upfront. Instead, a debt recovery rate percentage (usually 25%) will be applied to allow you to pay this off gradually with every top-up.

No heating & hot water? (PAYG only)
If you currently have no heating or hot water and we have yet to set up your account, please call us immediately. Our team will then fast-track your account or provide you with a temporary 19-digit PAN so you can top up your account in the meantime.

I’ve only recently opened my account, why do I already have a debt balance?

There are two main reasons why your account might have been opened with a debt balance:

  1. We may have been notified of your move-in late, meaning you will not yet have been billed for any energy consumed and daily standing charges since your move-in date. As such, on opening your account, any accrued balance will have been calculated and set as a debt balance with a debt recovery rate in place (as agreed by your heat supplier).
  2. If you previously received monthly bills and have recently been switched to a pay-as-you-go (PAYG) account, any monies outstanding would have been transferred to your new account and applied to your debt balance with a debt recovery rate.

The use of a debt balance and recovery rate allows you immediate access to your energy supply, whilst gradually paying off your aged debt as you make payments.

If you wish to pay off your debt balance in full, please give us a call. You can find your scheme-specific phone number in our ‘Find your home’ page‘.

I’m moving out, how do I let you know?

Please notify us at the earliest opportunity when you are moving out of your property by completing our ‘Moving out’ webform.

To make sure you only pay for what you’ve used, it’s important to provide us with a meter read taken on the date that your tenancy or lease agreement ends. You will then receive a final bill and account closure confirmation via email or post.

It’s easy to submit a final meter reading. You can do this either via:

I am a leaseholder, how do I add my tenants as the main contacts on my account?

If you are a leaseholder renting out your property, you will be the primary account holder.

You may prefer to nominate your tenants as authorised users on the account. This will allow us to bill them directly although you’ll continue to receive credit control reminders to help us ensure prompt payment from your tenants. If you would like to add your tenants as authorised users to your account, we require you to complete and send us a ‘Moving in’ form. We will only be able to bill your tenants if your heat supplier allows this at your scheme. Please note, to start billing your tenants we will need to action a change of residency, which may result in an administration fee being charged to your account.

When a tenant moves out, any outstanding balance will be transferred to you as the primary account holder. It is then your responsibility to recover any debt from tenants as their landlord.

Why have I been charged a Change of Residency (COR) administration fee?

The COR administration fee covers the cost of setting up your account when you move into a property where we are the metering & billing agent. This fee is sometimes covered by your heat supplier, but if it has been passed on to you, a charge will have been added to your account. For more details, please see our COR fee policy.