Hi. I'm sorry to hear this! A monthly Direct Debit will look at how much energy you're likely to use throughout the year and split it into twelve so you can pay the same amount each month instead of having higher winter bills and lower summer bills. If you use more or less your Direct Debit will be adjusted.

We aim to check your Direct Debit is set at the right amount for the amount of energy you're using every three months. We work out the amount of your Direct Debit using your meter readings, average annual consumption, energy industry averages and weather data for your type of home and tariff. If it needs to change, we let you know prior to the Direct Debit date.

Your unit rates and standing charges are fixed but your monthly Direct Debit is adjusted according to your usage. If you're using more than we predicted then we've got to increase the Direct Debit to avoid your account falling into too much debt. Our Direct Debit reassessment is detailed within your terms and conditions.

We'd be more than happy to help so please feel free to contact our Contact Centre team via the details on the right-hand side of our page. - Sara