Your monthly Direct Debit amount is based on how much energy we think you'll use over the year. This is known as a personal projection. Click here for more on how we calculate your personal projection.
If your monthly payment has been increased this means that your payment amount isn’t enough to cover your projected usage. Every 3 to 12 months we review your payments to make sure it’s aligned with your usage. If we see that your usage is higher or lower, than expected, we’ll adjust your monthly payment amount to reflect this. Click here to find out how we calculate your monthly Direct Debit. 

We've included some more details below that can impact your payment amount value.

Not submitting regular meter reads

Regular meter readings are vital to let us know exactly how much energy you are using. When we don’t get readings, we have to estimate your usage, which means you could end up over or underpaying for the amount of energy you’re using. You can submit a reading on your online account by clicking here.

There’s been a change in your usage 

Have you recently bought a new appliance or electronic device for your home? New purchases like these can often be the reason for an increase in energy usage. You can use our online tools to monitor your usage in your online account, just go to the ‘My Energy’ section.

Your tariff has changed 

Have you switched to a new tariff? If so, your standing charges and unit rates - the two parts that make up the cost of the energy you use - has probably changed too. You can view your tariff details via my account.

You may have submitted an incorrect meter read

You can check if the last read showing on your online account is incorrect by seeing if it falls in line with the read currently shown on your meter. Don’t worry if this isn’t right, you can delete the incorrect read on your online account if you’ve only submitted it recently.  If not, take a photo of your current meter read and send it to us. We’ll get the old one removed and submit the new one for you. Once this has been updated, log in to your online account and you can update your payment amount through the Direct Debit calculator to suit your actual usage. To use the calculator, log in to your online account.

The initial usage estimate was wrong 

The usage information provided in your quote when you switched to Shell Energy might not have matched your current actual usage. After your switch is complete, we're able to access the usage history for your property. This means we can then work out exactly how much you should be paying based on how much energy you are using.

Thinking of upgrading to smart meters? 

Smart meters send us your meter readings every month without you having to do anything. To see if you're eligible for smart meters and to book an appointment, click here.