We’re here to help

Switching can be as quick as 5 working days. Or you can tell us when you want to switch. We’ll keep you updated throughout the process and let you know if you need to do anything. We recommend that, where possible, you take a meter reading as soon as possible after the switch is complete.

If you have any questions about the switch, contact us on [tbc].

The easiest and most convenient way to pay is by Direct Debit. We will set this up when you switch to Smart Pay Energy, and the money will be debited from your bank account on or around each payment due date.

All banks and building societies that offer Direct Debit services are covered by the Direct Debit Guarantee. This guarantee protects you by ensuring that: You're notified in advance of any changes to your Direct Debit amount, date, or frequency You're entitled to a full and immediate refund if an error is made with your payment You can cancel your Direct Debit at any time by contacting your bank

Your bill will be published monthly on your customer portal Enfiniti. We’ll send you an email when your bill has been published. You can choose to receive paper bills but note there is a charge of £3 per bill.

If you're having trouble paying your energy bills, please get in touch with us as soon as possible to discuss your options. We have plans and resources available to help you. Continued non-payment may result in disconnection. If you need independent advice, these are organisations you can contact: Citizens Advice (England & Wales) – provide information on what to do if a microbusiness customer based in England or Wales cannot afford its energy bills. Freephone 0808 223 1133 or use their online webchat from 9am-5pm For textphone, dial 18001 followed by the helpline number To contact a Welsh-speaking adviser freephone 0808 223 1144 For more information visit Debt and money – Citizens Advice [link] Advice Direct Scotland (Scotland) – for microbusiness customers based in Scotland struggling to pay, Scotland’s national energy advice service run by Advice Direct Scotland, can provide free, practical advice and information on energy-related matters to the citizens Scotland www.energyadvice.scot Freephone 0808 196 8660 or use their online webchat Monday to Friday, 9am-5pm. Business Debtline – a charity giving free and independent business debt advice over the phone and online https://www.businessdebtline.org/ Call on 0800 197 6026 or webchat with an adviser. Monday to Friday: 9am – 8pm, webchat closes at 6:30pm.

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