We’ll attempt to collect your monthly utility payment up to 4 times per month from the bank account that you have registered for your Direct Debit. If we fail to collect the payment from your bank account registered on our system, you can pay using a different bank account by calling 0330 822 0266 to make the payment over the phone.


If your payment has already been submitted to the bank to be collected from your bank account on our system, we won’t be able to collect the payment over the phone until we receive confirmation from the bank that the payment has failed (to avoid the risk of being charged twice), this is usually around 24 hours after the payment attempt.


To change the bank account that your monthly utility payment is collected from in the future, you can view these details on our article ‘I want to change my bank account’.