FAQ - Billing Enquiries

What should I do if I feel that my bill is inaccurate?

Opus Energy offers two invoicing options:

Opus Payment Plan Billing – allows you to spread the cost of your electricity evenly across 12 monthly payments. Your payment plan is based on your previous annual consumption and infrequently we may discover that your actual consumption has changed significantly.

The first step is to identify if the bill relates to an estimated meter reading. If it does you should submit an accurate meter reading to the Customer Service Team. If the difference is significant we will send a replacement invoice and update your monthly Direct Debit payments. Your next Annual Reconciliation Statement, which is based on actual meter readings, will highlight any amendments. These will be amalgamated into next year’s Savings Plan.

If you feel, after submitting an accurate meter reading that your bill is still inaccurate please call the Customer Service Team who will be happy to look into your query.

Opus Energy Billing – allows you to pay for your electricity as you use it. Your monthly invoice will reflect the amount of electricity you have used over that period; this means that your bills are likely to be lower in the summer and higher in the winter months. Each month your direct debit payment will be based on your actual electricity consumption. Your monthly invoice will detail the meter readings used to calculate the amount of electricity you have used. .In absence of submitted meter readings we will estimate a meter reading based on previous consumption.

The first step is to identify if the bill relates to an estimated meter reading. If it does you should submit an accurate meter reading. If the difference is significant we will send a replacement invoice, otherwise your next monthly invoice will highlight the amendment.

If you feel, after submitting an accurate meter reading that your bill is still inaccurate please contact the Customer Service Team who will be happy to look into your query.

How do I submit Meter Readings?

The best way to avoid inaccurate bills it to keep your account up-to-date by regularly submitting meter readings. You can do this: 

Online:	use your secure online account to submit your readings. If you are not already using the online account – register now!
Telephone:	call 0845 3302655 and talk to the Customer Service Team
Email:	send the details to contactus@opusenergy.com

 What should I do if I think my meter is faulty?

Meter faults are extremely rare, but if you think your meter is faulty because the consumption readings are higher or lower than you would expect the first step is to contact the Customer Service Team.

They will ask you whether you have had any recent changes that might have had an affect on the consumption levels. For example, have you installed more equipment or do you have any extra shifts working? These factors could possibly increase energy consumption.

If you have not made any changes we will ask you to take a meter reading every day for 7 days and contact the Customer Service Team with the findings. This will identify just how much energy you are using per day. If the reads are inconsistent it may be a mechanical problem with the meter and we will arrange for an independent engineer to check your meter.

If you are having problems, please contact the Customer Service Team:

Telephone:	0845 3302655
Email:	contactus@opusenergy.com

 What is a Direct Debit guarantee?

This guarantee is offered by all banks or building societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society. If the amounts to be paid, or the payment dates change Opus Energy will notify you ten days in advance of your account being debited or as otherwise agreed.

If an error is made by Opus Energy, your bank or building society you are guaranteed a full and immediate refund from your branch. You can cancel a Direct Debit at any time by writing to your bank or building society.

If you do this please also contact the Customer Service Team to relay your intentions:

Telephone:	0845 3302655
Email:	contactus@opusenergy.com