During the switching/new joiner process, we’ll have asked you questions that help us calculate your current energy use. We then look at this information alongside your chosen tariff rates to determine what we think you should be paying each month for your energy. We call this your personal projection

We understand situations change, so we aim to assess your monthly Direct Debit every three months. We’ll also assess it when Ofgem announces a price cap change. 

We’re making sure your payments still reflect your energy use and the tariff you’re on. We'll do this using your monthly meter readings, current tariff rates, information held about your previous household energy use, and weather data.

If your energy use is higher or lower than expected, we’ll let you know and adjust your monthly payment accordingly.

You can cancel your Direct Debit with one of our advisors or with your bank or building society.