Unfortunately, we cannot always guarantee that you will be due a refund from your account balance. Whilst this is the case with the majority of our accounts, several factors may contribute to a close down balance which has no credit to be refunded.
The timeframe for a balance to be generated can take anywhere from 6 – 12 weeks from the end date of your account. If there are ongoing disputes with energy providers, this can in cases take longer.
Once we have received final bills from the energy suppliers (usually within 6 weeks if you submit regular meter readings!) our close downs team will calculate if you are due refund or owe money. Our Customer Support team will be in touch with all the tenants at the property to discuss where to go from there.
Uncapped energy customers
No refund will be issued as you have no energy allowance limits, you’ll only ever pay your monthly payment to us.