What happens if I miss a payment?
It depends what your payment method is. Click 'Read more' for more information.
Please see further information below on our credit terms:
Direct Debit customers
We'll debit your account 14 days from your bill issue date. If the payment fails, we'll attempt again to debit your account within 7 days of the failed payment date. If the payment fails a second time, the direct debit mandate will be closed and a collections process will initiate, and your supply will be at risk.
Please note: if you make a payment between your bill being issued and your direct debit being taken, your direct debit amount will still be taken as normal, as we’ve already applied to the bank for the full amount and are unable to change this. In this instance, the payment will be used towards your next bill.
For Level Pay customers
We'll debit your account on the agreed payment schedule date of your Level Pay plan. If the payment fails, we'll attempt again to debit your account 7 days from your payment schedule date. If this payment fails a second time, the direct debit mandate will be closed and a collections process will initiate, and your supply will be at risk.
For all other payment options
Your balance will be due 14 days from the bill issue date. If payment fails to reach us by the 15th day, a collection process will then initiate, and your supply will be at risk.
You can make a payment online by signing in to your online account. Alternatively, you can use our instant Pay Now service.
If you’re worried about paying your bill, or if you miss a payment, please contact us straight away so we can discuss your options and find a solution that works for you.
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