Access to PremisesDealing with Tariff Customers in Default
You will receive a statement from us every three months which will reflect the goods and services provided to you. It is in your best interest to pay your bill quickly as you are still using electricity. Prompt payment also helps us keeps our costs down. This enables us to provide an efficient cost effective service.
If you do not pay your bill by one of our regular payment methods it should be paid within 21days. We will print the date by which you should pay your bill next to the balance. Providing we have resolved any queries you have raised, and if you have not paid your bill after a further 7 days (day 28) we will send a reminder / final notice. If your account is still not paid 14 days later (day 42) we will consider your account in default. We will then send a representative to your address to try and resolve the matter. Your supply will not be disconnected at this time. However, as we have now made reasonable efforts to contact you your supply is now liable for disconnection. Your supply will not be disconnected until you have received a formal notice signed by our Finance Director and delivered by hand. This notice will state the date from which the electricity supply will be terminated.
Disconnection can be avoided by phoning us and agreeing to a payment plan from one of our many methods of payment. These are listed in the section of our Codes of Practice entitled Payment of Bills. If we are unable to come to a mutually agreeable arrangement enabling you to stay on a credit meter we will offer the installation of a prepayment meter providing it is safe and practical to do so. A prepayment meter will not be installed without reference to you unless we have notified you in writing. Should your accounts go into default twice in any 12-month period we will ask for security against your future supply. This Security can be provided by agreeing to one of our regular payment methods detailed in the section "Payment of Bills" above. Providing the payments are made on time and at a level agreed by us there will be no requirement to pay a deposit. However, should an agreed method of payment fail we will request a deposit based on five months usage. Interest will be paid on deposits every six months at the end of March and September. The interest is calculated using the average base rate of our bank over the preceding 6 months. The deposit will be returned on your final statement for the supply in question.
If you pay your account by one of our regular payment methods we will review your payment every time your meter is actually read. We will then, if necessary, ask you to increase your payments or we will refund any credit balance that is due over our standard refund level unless you tell us otherwise.
Should you not increase your payments when requested and your payments are not in lieu of security against your supply, we will assume that you wish to return to a normal quarterly arrangement. Any subsequent payments will be accepted as "on account" payments and your account will not attract any discounts payable within the regular payment scheme.
Should you not increase your payments when requested and your payments are in lieu of security against your supply, we will send a reminder after 14 days. If you have still not increased after a further 10 days (day 24) we will consider your account in default.
If we have resolved any queries on your statement you may have, we may cut off your electricity when:
- You do not pay your bills despite our reminders.
- You refuse to have a pre-payment meter fitted.
- You refuse to provide or maintain security,
- For furnished or part-furnished rented accommodation
- When your supply is registered as non-domestic
- Following a record of delayed payment.
We will reconnect your supply when your account together with a reconnection fee is paid in full. We may also ask you to provide security against the future of your supply.
If we are unable to agree how a bill should be paid after disconnection, we may take you to court. This may increase the amount you need to pay as the action against you will include costs.
If you are having difficulty paying your bill please tell us as soon as possible. We will be able to advise you on payment plans to suit your circumstances. Getting such plans started early reduces the impact of the next bill which is already being used.
If you find it helpful we will be happy to talk to Citizens advice Bureau, States Insurance Authority or other such agencies should you get them to contact us. They will normally ask you to sign a declaration stating that you are happy for us to discuss your accounts with them. We will listen to their explanation of your circumstances and endeavour to agree a plan of action to resolve the situation. We will take into account your ability to pay bearing in mind your usage to date and your continuing supply.