Variable Tariff Price Change: Your New Direct Debit - FAQs

We calculate your estimated annual energy usage based on historical meter readings at your property. Your estimated usage often changes as it is updated each time we receive a meter reading.

• For electricity, your estimated usage is referred to as your EAC (Estimated Annual Consumption)
• For gas, your estimated usage is referred to as your AQ (Annual Quantity)

As your estimated energy usage is used to calculate your Direct Debit amount, it is important that we hold an accurate history of your actual usage. The best way to do this is to submit regular meter readings to us.

Please note, it can take a few months to truly reflect your current usage in your EAC and AQ.

As a responsible supplier, we have a duty of care to help you manage your account so that you avoid falling into arrears.
Your usage varies over the year, so 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 helps pay towards your higher usage in winter. Because your Direct Debit amount is calculated by dividing your estimated yearly cost into 12 equal payments, your Direct Debit payment needs to balance your usage.

The date when your Direct Debit is due to go out has not changed. Your first payment of the new Direct Debit amount will be your April payment.

We will continue to review your monthly payments to check you’re not paying too much or too little for your energy. Currently, this review is done on a quarterly basis as we don’t want to make any more changes than are necessary.
Other factors that can affect when your Direct Debit is reviewed include your account balance and if your energy usage changes.

We aim to set your Direct Debit to 12 equal payments throughout the year. This means that you will be building up a credit balance over summer months which will then be used to pay for the naturally higher usage during winter months.

When considering credit refunds, you need to consider your advance payment and the season we are in. As you pay for your energy in advance, we expect you to have at least one advance payment credit on your energy account at any time of the year. This credit is needed to pay for the upcoming month’s energy - it is why you make a payment before you come on supply with us. In addition to your advance payment, we also expect you to have credit built up over the summer to support you with your winter payments.

If your account has a credit balance, you may wish to request your excess credit refunded to you. Excess credit is the credit balance which is the balance above the appropriate winter buffer expected at that time of the year.

When a request for refund is received, we assess your account to determine the amount of the refund which will be based on your account balance, your advance payment and the credit needed to support you through the winter months. In order to responsibly ensure that your account does not fall into arrears, we may have to refuse the request but if we do, we will always let you know why.

Energy prices are at an all time high, and it is likely that all suppliers are offering similarly priced tariffs. It is important to remember that you only pay for the energy you use. There are many ways to save energy and some of our top tips include:

• setting your thermostat to a constant temperature
• unplugging devices when not in use
• making use of ‘Eco’ settings on appliances, particularly washing machines and dishwashers.
  

Please check out our social media pages as we often post helpful tips.

Whilst the reasons for the rise in wholesale energy costs are usually temporary, it is impossible to know if or when wholesale prices will go down and whether they will fall back to historical levels.

We can reassure you that your energy prices can’t increase past the energy price cap which will be reviewed next in October 2022.

We understand that this is a worrying time for customers. In response to the price cap announcement, the UK Government has announced a support package to help prevent many households being forced into fuel poverty. This includes a one-off payment made to all household’s energy bills from October 2022 and a £150 rebate on council tax bills for those in Council Tax Bands A-D.

The number of households eligible for the Warm Home Discount has been increased and the annual payment has also increased from £140 to £150. Applications for the 2021/2022 Warm Home Discount scheme have now closed and information on the 2022/2023 scheme will be announced later this year.

If you have any concerns at all, please contact us to discuss additional support that we may be able to offer.

You may also find it helpful to visit the Citizens Advice website at: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/struggling-to-pay-your-energy-bills/

There are a number of ways you can contact us. Our customer service team is available via Live Chat at www.outfoxthemarket.co.uk. or you can call FREE on 0800 103 2702. You can also send us an email at hello@outfoxthemarket.co.uk.

We expect higher than normal levels of contact following this Direct Debit review process, so please bear with us if you are struggling to get a response right away.

Our opening hours can be found on our website: https://www.outfoxthemarket.co.uk/contact/