We're here to help

Navigate to 'My consumption' from the menu to see detailed usage by commodity.

Select 'Make a payment' from the menu to top up your pre-pay account.

This depends on which utilities we manage for you and how the utilities are charged.

There are three ways we charge for utilities:

Consumption – you're charged for the exact amount of the electricity, heat, gas or water you use in your home.

Allocated amount – if you live in a shared house (HMO), you are charged for a share of the building's total utility bills.

Estimated use – you are charged based on our best guess of what electricity, heat, gas or water you use in your home.

You can check your account statement to see which utilities we manage for you, and the way you are charged for each utility.

If your electricity supply has been interrupted because you've run out of emergency credit, please make a payment. Once you have made a payment, your electricity supply will be restored within 24 hours.

Please keep a positive account balance. If your account balance goes below £0, you will be given £10 emergency credit. If you use all the emergency credit and are still unable to bring your account to a positive balance, you risk an interruption in the supply of electricity to your home until you make a payment.

If you have a problem in your home (like a leaking pipe, no heating, or anything to do with your tenancy), please contact your managing agent or landlord.

Please press make a payment on the home screen. You can pay with your debit card or Apple Pay. If you're on a pre-paid account, you must keep your account in a positive balance or you risk an interruption in the supply of electricity to your home

Please let us know as soon as you know your move-out date. We'll close your account, send you a final statement, and refund any credit left on your account.

If your utilities are on a pre-payment system, you pay before you use them:

• If your balance runs out, you'll get up to £10 emergency credit to keep the lights on.

• If you also use up your emergency credit (your account shows below -£10), you risk an interruption in the supply of electricity to your home. This interruption will only be actioned during the day (Monday to Friday, between 10am and 4pm). Your electricity will not initially be interrupted in the evenings, at weekends, or on bank holidays.

• If your electricity supply has been interrupted, it will stay off until you make a payment to bring your balance above £0. After your payment, your supply will be restored within 24 hours.

We understand things can sometimes be difficult. You're not alone, and support is available:

Citizens Advice – free, confidential help about money and bills.

StepChange – free, expert debt advice.

Mind – mental health support if money worries are affecting your wellbeing.