The vast majority of our customers receive correct and up to date bills (energy statement) each month. If you have noticed something in your bill which doesn't match reality, here are the steps you should follow. 

If you're worried that your bill is too high, there is a separate guide to follow.

Click here if you to find out more about the usual layout of our bills.

QUICK LINKS


General Guidance

  • When you first receive your bill, it's worth going through the information within page by page. Here's a handy guide to our bill layout
  • If you believe something is incorrect in your bill, the advice will depend on what part of the bill you believe to be incorrect
  • Below you can find the most likely queries to arise 


Name & Billing Address 

Your name and billing address are displayed at the top left-hand side of the 1st page your bill. If there is something incorrect about your name or billing address please get in touch to get this amended on your account and bills. In some cases, we may ask you for additional documents to get this changed. 

The process is different if you'd like to add another name to the bill: please get in touch with the full name, phone number and email address of the person you'd like to add. We'll need to hear from them directly to confirm they are happy to be added to the account and take responsibility for the bills. 

Any changes made will only take effect from the next monthly bill. 


Supply Address

Your supply address will appear on the right-hand side of the first page of your bill as set by national supply databases in coordination with Royal Mail. If you think we are displaying your supply address incorrectly, please get in touch with a photo or screenshot of how your property appears on the Royal Mail database. We'll check if we can change this with the national supply databases, but this change won't always be possible.

Even if your supply address is displayed differently, so long as we are supplying the correct meter and meterpoint (see below) then there shouldn't be any issues.


Incorrect Meter Details & Meterpoint Numbers

On the right-hand side of the second page of your bill you will find your Meter Point numbers: Meter Point Administration Number (MPAN) for electricity and Meter Point Reference Number (MPRN) for gas. These are unique to each supply in your property and are independent of the meters. If you've recently changed to So Energy, you can check your bills from your previous supplier - the Meterpoint Numbers should be the same. If they're not, please get in touch with a copy of your bills from your previous supplier so we can check this for you.


On the right side of the second page of your bill you will find your Meter Serial Numbers. These numbers will be located the front of your meters. If these numbers don't match for any of your meters, please take a clear photo of your meter and get in touch with it so we can check this for you.


Meter Readings Out of Line

Your meter readings can be found on the right-hand side of your bill, starting with the second page. These meter readings are provided by yourself or your smart meter if you have one. Otherwise, we will generate and use estimated readings based on past usage figures.

The readings should increase each month, usually by a roughly similar amount though usage will be different month on month. Some meters, especially older ones, can clock over meaning that your readings reset to 0 after reaching a high index number. This is normal, and you can continue submitting readings as usual and our system will automatically account for this. 

If your meter readings have been estimated in recent bills, you can provide a lower meter reading taken from your meter. If you submitted meter readings yourself but later found out they were incorrect, please follow the advice here.

If the meter readings found on your bill are completely different to the ones shown on your meter, and your meter has not clocked over, please take a clear photo of your meter and get in touch so we can check this for you.