Billing & Payments

As far as we can, we'll make sure that your bills, statements, direct debits and any payments you make are accurate and keep you on track to precisely match the cost of the gas and electricity you use.

HELP GUIDES

Payment Options
Payment Difficulties
How To Read Your Energy BIll
Paying your bill
Summary of charges
Why have my prices changed?
Everything you need to know about Direct Debits

FAQ

If you're a paperless customer, log into My Qwest Energy Account now to see your latest bill or statement.

If you receive your bills/statements in the post, you should get them every three months.

Need to change your billing details?

Whether you want to change your method of payment, or your direct debit preferences, simply phone our friendly Customer Care team on 0800 160 1240 and they will be happy to help.

Ofgem provide a useful information leaflet on thing you need to know about energy price caps. Take a look here.

This depends on your payment methods: 

  • If you are a direct debit customer, you will be billed once every 3 months. 
  • If you pay by receipt of bill, you will receive a bill once a month to help manage your consumption and costs. 

Where you are a direct debit customer, you may not be due one if you have been on supply for less than 3 months. Should you wish to receive a bill sooner, please contact our customer service team on 0800 160 1240 who can produce a bill where you supply a meter reading no more than 5 days old. 

Your first direct debit will go out the month after your supply start date on the date agreed during your sign up, this information can be found in your welcome pack on the last page.

  • If you want to change your direct debit or collection date, please give us a call on 0800 160 1240.
  • You will be asked for a meter reading to ensure we can bill up to the correct amount. Without the readings taken within 5 days we aren’t able to complete a review.
  • Please note that we may advise you not to make any changes due to your consumption levels, where it could potentially place you into debt or leave you with a large amount to pay on your review anniversary. 

You are able to obtain a refund where your account is in credit. When you request a refund, please have an up to date meter reading available. This enables us to complete a new bill to the correct reads and ensure your credit balance is in line with your consumption. Dependant on the time of year such as going into the winter, it is always advised to build up a credit (up to 1 1/2 times your Direct Debit amount) to use to cover the increase of consumption during the winter months. Should you still wish to obtain the refund the process can take up to 10 working days to complete. Please contact us to request a refund. 

Where we have received an actual meter reading, which is either in excess or vastly below the previously used meter read on a bill, we will cancel and replace the bill to ensure your consumption is in line with your direct debit payment.

Where you have a meter exchange, a replacement bill may be produced.

Please call us on 0800 160 1240 and we can set up a new direct debit, change the payment date or the payment option. We will then confirm the changes to you in writing.

If you are changing bank using the faster switching process, your bank should automatically transfer the direct debit for you. We will confirm any changes to you in writing. 

The meter read provided was outside of the meter read window, which is 5 days before your bill is due – please provide the reads when we send you a reminder.

If you submit your read before or after this period, your bill will be estimated to the end of your period but will be used within your billing period. If you are providing regular meter reads, this estimate should be in line with your usage. 

A meter reading reminder will be sent to you 5 days prior to your bill being generated. To ensure we bill you for only the consumption used, please supply a meter reading. Where an actual meter reading isn'present we will use an estimated meter reading.

Where you pay by direct debit you will receive your bills every 3 months. Your first bill will be generated 3 months after your supply start date and then every 3 months following, the bills will be created between the dates of 1 - 28th of the month. 

Where you pay when you received your bill, you will receive your bills monthly. Your first bill will be generated a month after your supply start date.

Your old supplier has up to 6 weeks to provide your final bill. Your new supplier will provide your old supplier with the final meter reading used to generate your bill, which is also used as your opening meter read. Without an actual meter read the final bill and opening read will be estimated. 

There is no need to cancel your direct debit. Your previous supplier will use this to refund any credit remaining on your account within 14 days of the final bill, or they will collect any final payments. You can cancel your direct debit after this time. 

We set your direct debit up in-line with the information provided when you set up your account, we will then review your direct debit twice a year to ensure you are paying the correct amount for the consumption used. Should your consumption increase or decrease, it will influence your direct debit as we aim to obtain a zero balance on the anniversary of your supply start date. 

Your old supplier will produce a final bill within 6 weeks of you leaving them based on the meter reading provided to the new supplier. From this you will either have a final Direct Debit taken for the full amount (please don’t cancel your Direct Debit) or you will receive a credit for the full amount into your account within 14 days. 

Where you pay by Direct Debit there are times of the year where it is designed for you to be in credit such as summer months, this ensures your Direct Debit covers your usage for the winter period as well. It is recommended that you keep the equivalent of one and a half months direct debits in your account for the winter period. If you want to discuss receiving a refund, please call us on 0800 160 1240, where one of our customer service advisors will talk you through the process. 

If you find yourself in a debit position and needing help, please contact our customer service team, who will talk you through the options available to you, this could be: 

  • Weekly Payment Cards: Allows you to make an adhoc payment when it’s convenient to you, these payments will be taken as part payments towards your next bill. 
  • Payment Plan: More formal arrangement, where a specific amount is agreed and monitored. 
  • Fuel Direct: Where a payment is taken directly from your benefits and directed to your supplier.
  • Direct debit: Pay monthly and receive a Direct Debit discount 

A caloric value is the amount of fuel produced when burnt. This is used when calculating from gas to kWh, and considers the quality of the gas you are receiving, you can find the calculation on the gas bill. 

Suppliers are not permitted to back bill a customer for more than 12 months, where the consumption hasn’t been previously billed, and no attempt is made to bill the account or obtain readings.

Where a previous bill covering the full bill duration has been produced to the correct consumption; the supplier is permitted to collect the full bill amount.

The only exceptions to this ruling are where a supplier has tried to obtain access to the property and access has been denied or obstructed, the supplier is then able to bill the customer and collect the outstanding amount. 

There are several options open to you, please contact our customer service team and they will be able to talk you through the options available below and discuss your best options: 

  • Weekly Payment Cards: Allows you to make an adhoc payment when it’s convenient to you, these payments will be taken as part payments towards your next bill. 
  • Payment Plan: More formal arrangement, where a specific amount is agreed and monitored. 
  • Fuel Direct: Where a payment is taken directly from your benefits and directed to your supplier. 
  • Direct debit: Pay monthly and receive a direct debit discount. 

In the first instance, please speak to our customer service team who will be able to run through the options available to youto support you in reducing your debt amount, options available are: 

  • Weekly Payment Cards: Allows you to make an adhoc payment when it’s convenient to you, these payments will be taken as part payments towards your next bill. 
  • Payment Plan: More formal arrangement, where a specific amount is agreed and monitored. 
  • Fuel Direct: Where a payment is taken directly from your benefits and directed to your supplier. 
  • Direct debit: Pay monthly and receive a direct debit discount. 
  • We are also in partnership with several debt support charities who can provide free debt management advice and take you through your expenditure, looking at a budgeting plan along with recommendations to your creditors.
  • The Charities we work alongside provide advice over the phone and online to suit your preferences. Their teams of specially trained advisors are there to support and help, where required. 

      StepChange 

      Money Advice Trust 

Fuel direct is a payment taken from qualifying benefits and paid directly to the supplier to reduce the level of debt owed. The amount taken from benefits is £3.71 per week. An agreed amount can also be set up to be removed from your benefits for future consumption. 

It can take up to 6 weeks to receive your bill. If that period has passed, please call us on 0800 160 1240, and we will re-issue it if you receive paper communications. Alternatively, please check your online My Qwest Energy Account. 

Your final bill can take up to 6 weeks to receive from your previous supplier. To ensure this bill is correct please provide Qwest Energy with your openings meter read within 5 days of your successful transfer.