We're here to help

Should you find yourself facing financial difficulties, there are some organisations available to offer assistance with your bills:

1. Citizen’s advice Bureau – assist people with legal, debt, consumer and housing support. Click Here
2. Step Change – debt charity that can help people take control of their finances. Click Here

You can also email us on myaccount@switch2.co.uk to arrange a payment plan to assist you.

As your metering and billing provider, in many cases we do not set the tariff and are unable to change them however, we can give you a breakdown of your charges to help you understand them. Kindly refer to our Tariff site to find more information on tariffs. Please email us on myaccount@switch2.co.uk if your have any further questions.

If you think that your consumption is too high, the best thing to start with checking is the kWh usage on your utility statement. You can compare this to previous months to work out whether there has been an increase in the amount of energy you are using.

If your energy consumption has increased, it may be that you are using more than previous months. For example in cold months your consumption is likely to be higher than in the warmer months.

If you are still concerned about your energy consumption, please contact us via customerservices@switch2.co.uk and one of our team will be able to help.

Your tariff is set by your heat supplier, who is often your landlord/ leaseholder. Switch2 do not set, or have any control over the tariff, we are a metering and billing agent who are contracted to provide billing services to you.

The tariff is intended to cover the cost of providing a utility supply in the fairest possible way to recover both the variable and fixed costs.

A tariff is the charge made for a utility supply and is normally composed of both a unit charge and one or more fixed or availability charges. You can find details of your tariff through an in-home display if you have one, on your latest statement or on my.switch2.co.uk.

Understanding how much your heat is going to cost can be useful to help you to budget. To help you to calculate your costs, the Heat Trust have developed a Calculator tool to help you estimate how much your heat may cost. Please click on the following link for more information https://calculator.heattrust.org/. Please be aware this is only an illustrative example of costs.

Your utility statements give you information about your utilities and how much you’ve spent.

It shows how we work out what you’ve used, what it has cost you and summarises your account.

When you have multiple utilities, your statement may be longer that’s because we provide a breakdown for each utility, as well as a summary.

If you have a PAYG meter you won’t receive a monthly or quarterly statement but you will receive an annual summary so you know how much you’ve spent, what you’ve used and other useful information.

Here’s some of the things you can find out from your utility statement:

1. Customer reference number – this can be found in the top right hand corner of your statement

2. Energy consumption – This is measured in kWh and shows how much energy you have used during the period and the meter readings we have used to calculate your account,

3. Standing charges – Your statement will show the charges for the period relating to operational, administration and billing services. This is shown as a daily rate.

4. Total amount – This is the total amount due for the period

5. Balance B/F – This shows any unpaid balance from your last bill which is still unpaid

6. Payments received – This shows any payments we have received since your last bill

7. Account balance – This shows the total balance which is due to be paid

If you have any additional questions about your bill, please email myaccount@switch2.co.uk and one of the team will get back to you shortly.

This depends based on the location of your property and the contract we have with the company who manages the site. Our bills are usually either monthly or quarterly. If you are unsure what you billing cycle is please email us at myaccount@switch2.co.uk or check our resident portal.

Your bill will be sent monthly. If you have not received this please email us at myaccount@switch2.co.uk or check our resident portal.

The easiest way to pay your bill is by direct debit, and you have two options to choose from. Variable Direct Debit – This is a monthly amount reflecting your exact bill so can go up or down throughout the year, or, Fixed Direct Debit – this is a fixed monthly amount taken on a specific date of each month, helping you to spread the cost of your bill throughout the year.

You can set up a Variable Direct Debit online at https://pay.switch2.co.uk/, or call us on 0333 321 2010 to set up a Fixed Direct Debit.

Another easy way to pay your bill is through our online portal at my.switch2.co.uk. From here, you can make payments, manage your account details, view and download your bills.

If you prefer to make your payment in person, you can visit any outlet where you see the PayPoint™ sign. All you need to take is your bill or payment card.

Your bill will be sent monthly or quarterly on a set date. This is specific to the site. Your welcome letter will confirm this.

If you have received a bill with an estimated reading on there it is likely that we have been unable to obtain an accurate meter reading for your property this month. We will be working to rectify the issue so that we can provide an actual reading in a timely manner. However, in the meantime if you are able to provide a meter reading to us this can be beneficial. You can upload your meter readings to my.switch2.co.uk using the Contact Us form. You need to include your meter serial number. To take the reading, write down numbers from left to right, ignoring any numbers in red.

If the bill you have received is higher than expected this can be unsettling for our customers and we want to put your mind at ease. This can be down to a few reasons:

• Check the period the bill covers – it may be longer than a month, especially if it is the first bill you have received.
• You may have changed from an estimated bill to an actual reading.
• You may not be setting your heating correctly.
• Email myaccount@switch2.co.uk if you would like to get more clarity on your charges.

Your invoice is created based on meter readings (or estimates) for each of the utilities we bill for. Your consumption is then multiplied by the tariff (charge for one unit of energy/power/water) and any necessary fixed standing charges to create your invoice.

Standing charges can cover the administration, billing and maintenance of the heat network you live on. Standing charges are scheme specific and are set by the landlord or heat supplier. Switch2 are not responsible for setting your standing charges and are unable to change these.

You can select to receive paperless billing via our customer portal my.switch2.co.uk 

If you’d like to pay by direct debit, please contact myaccount@switch2.co.uk and one of our friendly team will be able to arrange this for you.

If you are experiencing financial difficulty and need support paying your bill, contact myaccount@switch2.co.uk We have a professional and supportive team who can discuss the options available to suit your budget.

You should receive your bill on a monthly basis. Information about when you can expect to receive your bill is outlined in your welcome letter.

If you think your bill is too high, first please consider whether you have had a recent increase in your tariff as this could be one of the reasons for an increased bill. If you have recently had a tariff increase, please look at the kWh usage rather than the cost of the bill.

If you have not recently had a tariff increase, please check your bill. If your bill has an ‘A’ marked within the ‘Heat Charges’ section, it shows that an actual reading has been taken from your energy meter and sent to Switch2 remotely. If your bill is based on actual readings from energy heat meter, they have given us a true report on your kilowatt-hour (kWh) consumption of energy – so we will not be able to change it.

If your bill has been based on estimated usage, you will see an ‘E’ marked in the ‘Heat Charges’ section of your bill. If you would like to provide us with an actual meter read, please use the contact us section on my.switch2.co.uk to submit a meter reading.

If you made payment during the billing period it should show on the bill. Please note that bank transfers can take 3-5 working days to display. If it hasn’t arrived within this period email billing team to query at myaccount@switch2.co.uk.

You can submit a meter reading though our resident portal. You need to include your meter serial number. To take the reading, write down numbers from left to right, ignoring any numbers in red.

We always do our best to make sure we are billing our customers based on their actual usage. However, there may be circumstances which mean we need to estimate your bill. We use different ways to calculate an estimate and these are dependent on your property, your development and the reads which are available to us.

If we have actual readings from the previous three months, we will use these to estimate your consumption.
If we don’t have those available to us, we will use the last three months’ average consumption to make an estimate and this estimate will be based on other homes in your building of a similar size.
If we have no readings available to us from your building for the last three months, we will use average data from across the country this season to make an estimate about your likely usage.

On your bill, actual readings which are automatically taken from your smart meter will normally be marked with an ‘A’ – this is an accurate record of what you have used. If we have had to use an estimate meter read, it will be marked with an ‘E’.

If you have a debt on your meter at the time of topping up please ensure your top up value is enough to put you back into positive credit. We may also be collecting an outstanding balance at 20% of the top up value, however you should have been notified of this. If not contact us on myaccount@switch2.co.uk.

If you’re experiencing financial difficulty, please contact our friendly, experienced team as soon as you can on myaccount@switch2.co.uk, so that they can provide the best help. We can set up a payment plan to suit your budget and we can also put you in touch with support and advice agencies if needed.

Friendly disconnection is a feature available to ensure comfort and peace of mind for customers during weekends and predefined days such as bank holidays. You need to have some credit on your unit for friendly disconnection to activate. Once the friendly disconnection period is over your balance will update based on the usage and if you are in negative credit, services will cease. When you next top up you must top up over and above this amount in order for services to be restored.

Emergency credit can be activated when your credit is running low and you are unable to top-up. Once the emergency credit has been exhausted you will need to top up enough to cover the amount of emergency credit you have used, plus the amount of credit you need. Your heating and hot water to work again until it is in positive credit. For example if you are -£5 in emergency credit, you need to top up more than £5 for heat and hot water services to resume.

The main reason for payments not reaching prepayment meters is usually due to the prepayment meter being offline, manually rebooting the unit usually resolves this. If you have a G6 prepayment meter, please press the blue and orange buttons on your pre-payment unit for 10 seconds.

If you have an Incontro unit in your home, please enter the menu, select device setting and select restart device. There’s a helpful video here if you need a hand.

If this doesn’t resolve the issue, please call us on 0333 321 2010

Online, using the my.switch2.co.uk resident portal
Visit any PayPoint outlet. To find your nearest PayPoint outlet, click here.
By telephone using the automated payment line: 0333 321 2010, option 1
Download the Switch2 app, available from the App Store & Google Play

If you have a G6 unit you can download the user guide here

If you have a G6 unit, view our user guide videos here

If you have Incontro, view our user guide videos here

Pay-as-you-go is the selected billing method for your site and was most probably chosen by your landlord. Switch2 have no influence on how you are billed for your heating and hot water.

A heat meter in your property measures the amount of heat and hot water you have used in your home. This meter operates with a pay-as-you-go (PAYG) smart unit, meaning that you only pay for the heat you’re using, before you use it, rather than receiving a monthly bill.

The easiest way to top-up do this is by using the Switch2 app or by visiting my.switch2.co.uk. There are three ways you can top-up your account

PAYG one off top-up
Add credit anytime to your unit as a one off payment

Auto top-up
Set up payments to be taken from your bank account automatically, when it reaches a set amount of your choosing

Regular top-up
Set payments to be taken from your bank account on a set date, either weekly or monthly.

Top-ups can take up to 10 minutes to reach your unit, so please be patient. If you don’t have access to the internet, you can also top-up using our automated payment line (0333 321 2010, option 1) or you can pay by cash at any outlet where you see the PayPointTM sign. You can find your nearest PaypointTM outlets and opening hours at www.paypoint.com You will need to take your PAYG top-up card with you.

If you’d like help using your G6 unit, please click here

If you’d like help using your Incontro unit, please click here

If you have lost your PAYG top-up card, please call us on 0333 321 2010.

If your PAYG In-Home Display is not working, don’t worry, it may have entered into sleep mode. If you have a G6 press one of the buttons. Please see our video guide for the G6 here.

For the Incontro, please double-tap the screen to make the display appear. Please see our video guide for the Incontro here.

If the screen is still blank and you have a switch next to the unit please try to turn it off and on. If the display is still blank with no background light then an engineer may be required. Please call us on 0333 321 2010.

If your auto top-up has been cancelled, please check the expiry date on your top-up card. If this has expired, please re-register your card. If you’re still having problems, please contact us using the form on our contact page, or by emailing myaccount@switch2.co.uk

Auto top-ups are indeed available on both my.switch2.co.uk and Switch2 App. However, we now no longer support Regular top-ups on the Switch2 App. So Regular top-ups are only available on my.switch2.co.uk .

If you have power of attorney, we will need a copy of the documentation which states that you have power of attorney, as well as the name of the bill payer and the account number. Once you have these, please email us at myaccount@switch2.co.uk and we’ll be able to process this for you.

We’re happy to work with carers and others who help support vulnerable consumers but do need permission from the account holder. The only exception is where you possess power of attorney, for which we’ll require evidence.

This permission can be provided to deal with a single issue or on an ongoing basis and we can send statements and other correspondence to another address. If the utility supplier is also your housing provider, we may be able to speak to them to confirm you are already authorised to act on the account holder’s behalf.

Please get in touch using the form on our contact page, or by emailing myaccount@switch2.co.uk to discuss your specific requirements to make the account accessible and simple.

The priority services register helps us to provide extra support to customers who feel they may need it.

We’re able to provide a variety of support options for customers on the priority services register, depending on your personal circumstances. Some of the ways we can provide an extra helping hand are:

Providing your statements to another person at another address who may manage your finances on your behalf

Ensuring your circumstances are considered when dealing with disconnections and financial difficulties.

Allowing you to set a password on your account which will be verified when you contact us, or if we visit your home.

If you feel you would benefit from our Priority Services Register, please register for an online account via my.switch2.co.uk and complete the priority service option.

If you have a disability or special need, we have a range of services that will provide the extra help you may need. If you’d prefer someone else you trust to handle your account on your behalf, once we have authorisation from you, we can arrange for bills and letters to be sent to another person, such as a close friend or relative.

We are keen to understand your needs so that we can keep a record on our system and ensure our engineers and staff are aware of this so we can provide you with the best, most suited service to your requirements. The easiest way is to log your special request via the vulnerability section on my.switch2.co.uk. Alternatively you can call us to discuss this on 0333 321 2010

Whilst the property is empty, you are still liable for any utility bills during this period. Please inform us at myaccount@switch2.co.uk when your new tenant moves in so we can move the property into their name at the start of their new tenancy period.

If you need a credit refund please email us so we can look into this for you. We will need your name, address and account number. Email this to myaccount@switch2.co.uk. If you are a PAYG customer, you may need to contact the landlord/ leaseholder.

Your landlord, housing association or managing agent will need to provide us with your details in order to be registered on our system. We cannot accept registrations from residents themselves. If you suspect you are not registered then please contact your landlord.

If there is debt on your PAYG unit please email us so we can look into this for you. We will need your name, address and account number. Email this to myaccount@switch2.co.uk.

We’re sorry if your move-in date is not right, we take move-in date instruction from your landlord. If you need to change your move-in date, please speak to your landlord and ask them to update the details with us. For clarity the tenancy start date is the date the owners give us, not the date you moved in.

We offer a tenancy registration service which enables you to register your tenant as a main contact. However this is not available at all sites we bill for. If you’re unsure whether the tenancy registration service is available at your site, please contact myaccount@switch2.co.uk.

If you already have this service available, please complete the tenancy registration form. 

We can add someone onto your account. We will update your account details when you email us with the additional person’s name, your account number and address to myaccount@switch2.co.uk.

We’re sorry if you haven’t heard from us yet. We aim to complete all change of tenancies within 5 working days of receiving the details and once you have vacated the property. If you have not heard back please e-mail moving@switch2.co.uk. You will only be billed up to your tenancy end date.

If you are moving into or out of a property please contact us on the day you are moving via moving@switch2.co.uk and provide your tenancy end date, billing address, meter reads and e-mail address.

If you have sold the property, please complete the change of ownership form in this link.

Welcome to your new home, we hope you’re settling in. After receiving your welcome pack, you should receive your first bill one month. If more than one month has passed please email us on myaccount@switch2.co.uk.

You should recieve your welcome pack within one month of Switch2 being notified that you have moved into your property.

If you are a private tenant, please liaise with your landlord as they will need to register you.

If you are the new owner of the property, you will need to complete our change of ownership form to register. You can do this by clicking here.

Landlords can register tenants by completing and returning this form.

Visit my.switch2.co.uk and click on ‘don’t have an online account?’
Follow the steps (you will need your account number)
Once the steps are complete, you will receive an email from us, simply click on the link to gain access to your my Switch2 account

Watch the help video here.

Switch2 act as a billing agent acting on behalf of your housing association or landlord. Switch2 are only able to take instruction from the landlord and not the resident.

If you haven’t received your Switch2 welcome letter which will include your account number/payment card email myaccount@switch2.co.uk.

Switch2 have been contracted to provide a specific service to your property and have no influence on how you pay for your heating and hot water. This means that we are not able to change customers to alternative billing method.

There are lots of ways to see how much energy you’re using. The quickest is to check your in-home display, however you can also view your consumption on your my.switch2.co.uk account or on your latest bill. If you are a pay-as-you-go customers you will recieve an annual statement showing your usage. This is issued towards the end of each year so don’t worry if you haven’t received anything yet.

The easiest way to manage your account is through my.switch.co.uk. All you need to do is register your account and from here, you will be able to access bills, see your usage and manage payments.

We’re sorry if you haven’t had a response to your email. We always aim to reply to emails within 48 hours, however, during busy periods it can take a little longer.

If you have an emergency (no heat or hot water, or a leak), please call us as soon as possible on 0333 321 2010

If you have a G6 installed in your home, you can download our user guide here  or you can watch our how to videos here.

If you have an Incontro unit installed in your home, you can watch our how to videos here.

We know that we might not always get things right, which is why we welcome any feedback on the services we provide and we want to proactively resolve any issue that may occur.

If you’d like to provide feedback or make a formal complaint, please email customerservices@switch2.co.uk and we’ll come back to you.

In most cases, Switch2 act as the metering and billing agent for the property you live in and unfortunately this means we can’t always answer your query.

We’ll always try our best to help but in some cases, you will need to contact your energy supplier for a resolution.

Your home does not have a boiler, but instead has a heat interface unit or HIU. This unit controls the hot water entering your property from the network and also includes a heat meter to measure your consumption. For more information on heat networks, watch our short video here.

No. If you are connected to a community energy scheme the possibility of changing supplier is very unlikely and the change could prove costly bearing in mind individual boiler purchase costs, rewiring and servicing. We will also do everything possible to ensure our tariffs are comparable to conventional heating systems.

Your meters are read remotely via Automatic Meter Reading equipment (AMR) which means you do not have to submit readings and we do not have to come out to obtain readings. This is a significant benefit and means you will seamlessly receive monthly bills from us based on accurate meter readings. Estimates may be used if we have a problem reading your meter but this will be clearly highlighted on your bill.

The services Switch2 provides varies between customers. It can be a combination of the services below. To find out for definite which services Switch2 provides to you: check your welcome letter, my.switch2.co.uk or email us at myaccount@switch2.co.uk.

• We read you heat meter remotely via our connection systems.
• We produce monthly bills for you.
• We process your payments for you.
• We maintain the main heating and hot water control equipment in your home.
• We will respond to faults in your home with your heating and hot water
• We look after the plant room on your site and respond to any heating issues which impacts the whole site.

Community heating relates to heat which is generated at a central source (often referred to as the Energy Centre.) Energy Centres can be powered in many ways and might come from many different energy sources, including renewable technologies. The heat is then distributed around the network via a series of pipes to your property. Inside the property, there will normally be a Heat Interface Unit (HIU) or other system to turn the heating on and off – it’s normally around the same size as a gas boiler.

The HIU will contain a heat meter to measure the amount of heat used in kWh (Kilowatt-hours). This means you or your tenant will only pay for what is used, as measured by the heat meter. The utility supplier for heat and hot water will be the Heat Network Operator, which is the organisation that operates and/or owns the heat network e.g. Switch2.

If you want to understand more about heat networks, you can watch our video here.

If you own your home, you don’t need to buy or service a boiler, this will be taken care of by your heating supplier. You will never have to provide us with your meter readings, your smart meter will send them automatically for you. The heat to your property is provided from a central energy centre. As a result, you are receiving lower carbon energy than if you were to have an individual traditional boiler. You don’t need to worry about the maintenance of your heating system, other than your radiators and taps.

Your property is part of a communal heating system, which was selected during the build of your property.

Community heating relates to heat which is generated at a central source (often referred to as the Energy Centre.) Energy Centres can be powered in many ways and might come from many different energy sources, including renewable technologies. The heat is then distributed around the network via a series of pipes to your property. Inside the property, there will normally be a Heat Interface Unit (HIU) or other system to turn the heating on and off – it’s normally around the same size as a gas boiler.

The HIU will contain a heat meter to measure the amount of heat used in kWh (Kilowatt-hours). This means you or your tenant will only pay for what is used, as measured by the heat meter. The utility supplier for heat and hot water will be the Heat Network Operator, which is the organisation that operates and/or owns the heat network e.g. Switch2.

If you want to understand more about heat networks, you can watch our video here.

Heat networks can use a flexible range of fuels to generate energy and can combine different sources. The most common energy source is currently traditional gas fired boilers, however lower carbon technologies are becoming increasingly popular. These may include heat pumps, biomass, and energy from waste.

A heat network can heat the same number of homes more efficiently. This is because the heat is generated at a centralised source (e.g. in the energy centre) rather than via multiple individual boilers the system. On average, a property connected to a heat network will consume 35% less energy than on a conventional gas boiler system.

Your heat supplier (the party responsible for the supply and charging for the supply of heating, cooling and/or hot water) is responsible for the management of the system. However, heat suppliers can appoint service providers, such as Switch2 to carry out services like metering & billing or maintenance on their behalf.

Heat networks in the UK are not as common as conventional heating systems e.g. an individual boiler per property, as they currently supply just 2% of the UK’s heat demand. Heat networks are very popular in northern Europe such as Denmark and Germany and thanks to their ability to produce low carbon heat, play a large part in the UK Government’s target to reach Net Zero by 2050.

Heat networks operate differently to conventional heating systems. On a heat network, heat is generated at a central source which is often referred to as the Energy Centre. Energy Centres can be powered in many ways and might come from many different energy sources, including renewable technologies. The heat is then distributed around the network via a series of pipes to your property. Inside the property, there will normally be a Heat Interface Unit (HIU) or other system to turn the heating on and off – it’s normally around the same size as a gas boiler.

The HIU will contain a heat meter to measure the amount of heat used in kWh (Kilowatt-hours). This means you or your tenant will only pay for what is used, as measured by the heat meter. The utility supplier for heat and hot water will be the Heat Network Operator, which is the organisation that operates and/or owns the heat network e.g. Switch2.

If you want to understand more about heat networks, you can watch our video here.

Before you call us, please read through our helpful diagnostics guidelines here

If you are unable to resolve the problem, please contact us as soon as possible on 0333 321 2010. We’re available for emergencies 24 hours a day, 7 days a week.

If you are billed by Switch2 for your electricity supply, contact our Customer Services Team as soon as possible on 03333212010. We’re available for emergencies 24 hours a day, 7 days a week. If Switch2 do not bill you for your electricty, please contact your landlord or electricity supplier.

Firstly, make sure your hot water is turned on and that your thermostat is set to the correct temperature.

If you have checked this and your hot water is still not reaching the right temperature, this may indicate an issue with the wider heat network which will need to be investigated by your maintenance provider. If you’re not sure who your maintenance provider is, please contact us via customerservices@switch2.co.uk and one of our team will be able to help.

If you are experiencing problems with your heating or hot water but is not an emergency (no heat or water, or a leak) then please contact our Customer Services Team via customerservices@switch2.co.uk. We’ll be able to advise who is responsible for conducting a repair, or who to report it to. If we are responsible for the maintenance of your heating system, we’ll arrange an engineer visit where required.

If you have a problem which is not an emergency (no heat or hot water, or a leak), you can contact our Customers Services Team via customerservices@switch2.co.uk and one of our friendly team will respond to you as soon as possible. (or complete the form on the contact page)

This is classed as an emergency so you should call us on 0333 321 2010 as soon as possible. We’re available for emergencies 24 hours a day, 7 days a week.