How much do I pay for my heating?
The amount we charge you for your heating and hot water is determined by the amount you use and any applicable standing charge. Together, these charges are referred to as your tariff. Both of these charges have been calculated to reflect the cost of producing heat through your district heating network. See below to find out more about Tariffs and Unit and Standing Charges.
Understanding Unit and Standing Charges?
Unit Charges
The unit charge (shown either on your bill or your in home display), is quoted as pence per kilowatt hour (p/kWh). Your heat meter measures how many kilowatt hours of heat you have used. The way you use your heating and hot water will influence the amount of kWh you are charged for, we suggest you check out our tips for reducing your heating and hot water bills to make sure you are using your system efficiently and economically. How is the unit charges calculated? The unit charge includes all of the bulk fuel costs that your heat supplier uses to generate heating and hot water for your district heating network.
Standing charges?
The daily standing charge (shown either on your bill or your pay-as-you-go unit), is quoted as pence per day (p/day). This charge is a compulsory daily charge that is applicable across your development to recover the costs of running and maintaining your district heating network.
How are standing charges calculated?
The daily standing charge, includes the costs that your heat supplier has to pay in order to get the heat to your home. Therefore, the charge includes all of the fixed costs associated with providing the heating and hot water to the whole site. These costs typically include the standing charges that the heat supplier has to pay their utility provider (e.g. a gas company) for the gas supply, plus the costs incurred by pumping.
Do I pay VAT for my heating and hot water?
With Energy add VAT at 5% to your bill or your smart meter charges.
What is my tariff?
Your tariff is the combination of your usage charge p/kWh and your standing charge p/day. With Energy takes instruction from your housing association or managing agency to determine which specific tariff apply to your residence in order to recover their energy costs.
For this reason, With Energy is unable to amend your tariff or standing charge, however we will always pass on any feedback you provide to the appropriate organisations.
Please note that district heating networks are designed to be efficient and sustainable. Your fees are used to recover the energy costs associated with running the network and the ongoing maintenance needed to make sure it continues to run smoothly for years to come.
Ways to pay
There are several ways in which you can pay your heating and hot water bill. When you move into your home we can help you choose the way that works best for you. You can change the way you pay your bill at any time, simply get in touch. Payment options include;
Direct Debit
Standing Order
Creating a standing order to pay a set amount every month, build up credit through summer to use towards higher winter bills.Bill payment
Set up a direct debit to payCredit Card
To pay each month, please call 0333 8000 111 during the office hours of 9am – 5pm Monday to Friday. Our Customer Service team can take payment from debit and credit cards.Cash
Take your pre-pay top up card to any Payzone agent. There you will be able to pay over the counter using cash or a debit or credit card.
*Not all payment options are available on all developments, contact our customer service team if you have any questions.
What to do if you have lost your pre-pay top up card?
Contact our customer service team as soon as you can to order a replacement card. If you need to make a payment, you can top up over the phone with a credit card to ensure continued supply while you wait for your new card to arrive.
How can I top up?
You can top up 24/7 via your online account and going to the "Make a Payment" tab.
What to do if you are not receiving bills/statements
If you have not received a bill/statement please contact our customer service team and we will check the contact details we have for you are correct. Please note; if you pay as you go or via a standing order, you will not receive a bill/statement, you can use your In Home Display device to monitor your credit levels and usage.
If you need a replacement In Home Display, please contact our team. We can also provide your with instructions for how to use your In Home Display if required (these were also included in your Welcome Pack).
If you would like to review your usage for a longer period, you can contact our customer service team and we will prepare a consumption statement for you. These can take a few days to produce, we appreciate your patience.
Financial difficulties – what to do if you can’t afford to pay in full?
If you are having difficulty paying, contact the With Energy customer service team as soon as you can to discuss your payment options.
We will work with you to arrange a specific repayment plan to pay off what you owe and make payments for your ongoing bills in agreed instalments that will be automatically debited from your account.
Refunds
We will process a refund of any money owed to you within 10 Business Days. This refund will be made by a method agreed with the you. Please speak with us if you wish to discuss a refund.