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Frequently asked questions

Below is a list of the most frequently asked questions about our billing & payments.

  1. The additional leaflet we sent you outlines our responsibilities around the use of your personal data and covers what Credit Reference Agencies and Fraud Prevention Agencies do with data that we share with them. We're legally obliged under the Data Protection Act 1998 to clearly explain what we will and won't do with your data. 

    NB: this is only sent to new customers

  2. Please contact us with the executors' details and tell us whether the property is now unoccupied.

    To contact us, there's no need to pick up the phone, you can use our Live Chat or Request a Free Callback option on our website.

  3. Please give us details of your name change on our online form.

    In the Your Message section of the form please select:
    1. Your Account / Bill Enquiry from the Business Area dropdown menu and
    2. Name Amendments from the Subject dropdown menu
  4. We may be able to change the date that your Direct Debit is taken, please request a Free Callback or use our Live Chat service or email us with your request.
  5. Yes. Please request a Free Callback or use our Live Chat service, so that we can take your details.
  6. You can check with your bank to see if the money has left your bank account or request a Free Callback or use our Live Chat service and we'll let you know.
  7. You can view and manage your bills on our website.

    Register your online account

    Log into your online account
  8. To contact us, there's no need to pick up the phone, you can use our Live Chat or Request a Free Callback option on our website.
  9. Please request a Free Callback or use our Live Chat service.

  10. We accept payments by Solo, Maestro, Visa and Delta or by Visa Debit and MasterCard.

Do you need help understanding something on the bill you have received?

View the interactive guide to your bill

Need to contact us?

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We are available Monday to Saturday 6.30am to 10pm and on Sunday 7.30am to 10pm.

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Available Monday to Friday from 8am to 8pm, Saturday 9am to 5pm.