Since your usage varies over the year, it is normal to have a debit balance at the end of winter, or a credit balance at the end of summer. The credit you build over the summer months offsets your higher usage in winter.
If you see your account building up a debit balance that you don't feel comfortable with, you can easily make a one-off payment or get in contact with us to adjust your Direct Debit.
We also aim to conduct Direct Debit reviews to make sure your payments and usage don't fall behind over the course of the year. The aim is to have your account balance above zero once your year ends. To make sure your payments are set to the right amount, it is really important and ideal to submit meter readings every month.
If you think your statements aren't right, or if you're building up too much credit and want to request a refund, please get in contact with us by giving us a call on 0800 103 2702 or by sending us an email on email@example.com