Bills & Payments

 

We aim to keep our bills and payments as simple and easy to understand as possible. You will receive a monthly bill showing your previous month's balance and the payments made, as well as the amount due this month.

 

If you are on our Smart tariff details of the month's electricity usage (by day, night, evening and weekend) and costs are broken down for you. You can also see your electricity consumption and spend over the last four months, four weeks and by the hour. This is to help you understand when you are using most electricity, so you can reduce usage and costs.

 

Difficulties in paying for your energy supply

 

We will always endeavour to understand individual and household circumstances and offer a solution that is realistic for you. Remember, the sooner you contact us the sooner we can help. We can offer a  number of options such as :

 

  • Short term deferment of payment
  • Agreeing a debt repayment plan as instalments
  • Agreeing a regular instalment plan for future bills
  • Installation of a prepayment meter, where it is safe and reasonably practical to do so 
  • If you are on certain means tested benefits, arranging for payment directly from benefits through the Fuel Direct Scheme.

 

Full details on the options available can be found in our policy document "Paying your bill-help for domestic customers." To discuss any of the above in further detail please contact our credit control team on 0845 215 5556.

 

To protect our vulnerable customers we also provide a full range of services to meet individual needs, please see our policy Helping Vulnerable Customers.

 

We can also offer you energy efficiency advice in order to assist you in finding ways in which you can reduce your energy costs please see our leaflet Energy Saving Advice or call us free of charge on 0800 0115169.

 

 

 

Questions about bills and payments

Do I have to pay by Direct Debit?

We would recommend that you pay by Direct Debit if you are able to as this keeps our costs to a minimum and enables us to offer you the most competitive prices as you must agree to pay by Direct Debit to qualify for our online tariffs.  For other tariffs, we will accept alternative payment methods if you prefer to pay by different means, however, please note that payment which is not by Direct Debit will result in an additional monthly administration charge of £4. 

Whatever the payment method you select, there is no need to pay a set monthly amount as we only bill you for what you actually use.  Please note that because you only pay for what you use, each month’s payment will be variable (not a fixed amount).  Your payment will be required on a day specified by us, unfortunately you are not able to choose your own payment date.

What happens if I cancel my Direct Debit?

If you cancel your Direct Debit instruction and fail to inform us of this action before we pull the amount due you will be charged £10.

View terms and conditions

Please click this link to view our Terms and Conditions in full

Can I set up a fixed standing order?

Energy supply with First Utility is based on accurate usage and therefore you only pay for what you actually use. There is currently no option to set up a payment plan or fix your Direct Debit amount. If you have concerns about paying your energy bill a member of our Credit Control team will be happy to discuss payment options with you. Contact Credit Control on 0845 215 5556 or email credit.control@first-utility.com

I am having difficulty paying my bill ?

Don't worry, just contact us as soon as possible and we will be happy to discuss the different options that we can provide you with in order to help.  Please also take a look at Our Policies for further information.

 

 

I am concerned about my energy usage and how I will pay for it?

We can provide you with a number of different options to assist you, please contact us and we will be happy to discuss these with you. Please also view Our Policies for further information.

I am in arrears on my payment plan?

Please contact us as soon as possible and we can discuss the options available to help you including potentially reviewing the agreed regular payment amount. Please view Our Policies for further information.