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Top five frequently asked questions.
My tariff/standing charge has been increased due to the April 2022 energy cost increases. My charges are now too high.

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing.

We do not set the tariffs and standing charges and have no control over them as we do not provide energy..

As an owner/occupier, you will need to contact the energy provider, your housing organisation, your council or your landlord regarding pricing or provider issues.

They should still be able to provide this information or explain the tariff/standing charge whereas we do not have that information available.

Why am I being charged a standing charge?

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing. We don't set the tariffs or standing charges.

Sometimes the organisation that provides housing also provides the energy to those properties.
As an owner/occupier, you will need to contact the provider of your energy, or your housing organisation.

I have made a payment but it hasn't gone on to the unit.

If you can't to see the payment on your unit, we recommend that you wait an hour before contacting us.
Sometimes network traffic and general internet issues can affect how quickly your payment arrives.

A unit can also be "offline" too. In case this happens, all payments are provided with a "PIN" number.
This PIN number can be entered into your unit to provide the credit. If you need the credit urgently, try using the PIN.

The PIN doesn't work.

If the PIN doesn't appear to have worked, sometimes the credit has already gone on to the unit.
Please check the payment history to see if this is the case.

Alternatively, if your prepayment unit is a horizontal white rectangular box known as a WPM, eemonitor or Econergy-British Gas there may be another issue.
Sometimes on these units when two payments have been made in quick succession, one of them may not go on and you will get a message may display saying "incorrect PIN".
This will probably be because the payments have not gone onto the unit in the order that they were made.
The rectangular box units have a built-in security feature which will only allow the payments to go on in the order that they were made.

Similarly, if you made a payment some time ago and it didn't go on and you make a further payment you may experience the same issue as above.

To avoid this happening, please always enter PINs in the order you purchased them, with the oldest first.
If you suspect that this has happened, please contact us and we will look into it.

You can contact us on 01623 880949 or email

I have credit on my unit but cannot access heat/hot water.

If your unit is displaying positive credit (or active emergency credit) then you should be able to access heat/hotwater.

Contact your supplier/property manager as the fault in this case is likely to be boiler/pipework related (not our unit), for which we are not responsible for.

• Energy Billing Ltd, Mansfield Office, Unit 1, Joseph Court, Burma Road, Blidworth, Nottinghamshire, NG21 0RS • Tel: +44 (0) 1623 880949 • Email:* • Company №:6715419 • v4.0 •
*Please note that emails sent to us with regards to a property must include the property address so we can respond appropriately •