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Credit Refund Request

We will refund your credit based on your most recent bill. The refund amount available is determined by the meter reading code on your latest bill compared with the table below.  The reading code on your bill is located next to your current meter reading.

Reading Code    Available refund

A, T, W, X            Full balance

C                         £200 maximum

E                         No refund

It is our standard practice to only issue a refund once a year upon request. We may also need to adjust your monthly direct debit accordingly to cover your bills over the following 12 months, without accruing excess credit. We are unable to offer additional refunds on each statement issued.

If you pay your electricity and/ or water bill by Direct Debit you will receive a refund by bank transfer to the account from which your payments were made. The transfer will take up to 5 working days to credit your account.

If you pay by Standing Order then you will need to contact our Customer Services Team via email at to arrange a refund.

Further details can be found in our Privacy Notice; it provides more information about the way in which we use, share and store your personal information, and what your rights are.

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