How late payment fees work
If an invoice remains unpaid beyond its due date, a late payment fee of 10% of the outstanding amount will be applied. This will appear as a line item under Other Charges on your next consumption bill, alongside any additional charges outlined in your Terms and Conditions.
This applies if you are on any of the following plans:
- Express contract — where you have agreed a contract with us and are within the contract period
- Out-of-plan contract — where the contract period has ended but you have not moved supplier
When do late payment fees apply?
Fees apply to any invoice that remains unpaid past its due date. If you have a valid open dispute on an invoice at the time fees are assessed, no late payment fee will be applied to that invoice while the dispute remains open.
How to avoid late payment charges
To avoid charges, please ensure:
- Invoices are paid by the due date shown on each invoice
- Your Direct Debit is active and billing contact details are kept up to date
- Any invoice queries are raised promptly
What happens if you do not pay
If an invoice remains unpaid following the application of late payment charges, we have the right to engage third-party debt collectors and de-energise and/or disconnect your meter. Any costs reasonably incurred in the recovery of a debt may be added to the outstanding balance.
For more information, see our Meter Disconnections page.
If you are having difficulty paying
If you are experiencing financial difficulty, please contact us as soon as possible. We may be able to agree a payment plan. Where an active payment plan is in place, late payment charges will not be applied.
Debt support organisations
- Business Debtline — 0800 197 6026 | businessdebtline.org
- StepChange — 0800 138 1111 | stepchange.org
- Citizens Advice — 03454 04 05 06 | citizensadvice.org.uk
- Energy Ombudsman — 0845 055 0760 | enquiries@os-energy.org
- Advice Direct Scotland — 0808 196 8660 | energyadvice.scot