Online Account FAQs

With online access to your account, you can manage your energy wherever you are, whenever you feel like it – whether it’s to submit a meter reading, view your latest bill, or – if you don’t pay by Direct Debit – pay your bill.

How do I access my account online?

It’s easy – you just need a username and password to access your account online. Some of our customers will already have these – and are submitting their meter readings online using these details, for example.

If you don’t have a username or password, just click the link in the email we sent you. We’ve made it really easy for you – it’s a personalised link, so you won’t have to put in your account number or postcode or anything; just pick your username and password, and that’s it!

I have forgotten my username and password – where do I find it?

Simple – just click on this page.

What can I do with my online account?

From Thursday 6 April, you’ll be able to do the three most important things you need to do – send us a meter reading, view your bill, and pay your bill.

In the future, we’ll introduce even more good stuff on there too.

Does this mean you’re no longer sending out paper bills?

That’s what we’d like to do. It’s the 21st century way of doing things! It’s quicker, more convenient, and you’ll always have access to your bills – so no more endless storage of paper bills in drawers and ringbinders.

If there’s a reason why a customer needs a paper bill, we’ll of course do that – but we’ve taken the paper out of our relationship with most of our customers.

Why have you stopped PDF bills?

PDF bills were always just a stepping stone for us – a way of sending bills electronically before we could get them online.

The advantage of having bills online over PDF format is that they will always be in one place – so you won’t have to search your inbox or trawl through all those separate emails in a folder looking for what you want.