| Charge | Excluding VAT | Including VAT |
| Availability Charge | £25.13 per Kilowatt/ year | £26.39 per Kilowatt/ year |
| Unit Charge | 5.983p per Kilowatt-hour | 6.282p per Kilowatt-hour |
| Common Heat Availability Charge | 5.983p per Kilowatt-hour | 6.282p per Kilowatt-hour |
| Meter, Billing & Consumer Meter Service Charge |
£113.46 per Customer meter/ year |
£119.13 per Customer meter/year |
Please note that as the standing charge is payable in advance the new rate is charged from the July bill onward.
| Miscellaneous Items | Charge |
| Debt Processing Fee | £16.60 |
| Abortive Call-Out charge | £33.21 |
| Re connection Charge | £33.21 |
| Service Failures | Payment |
| Planned Interruption | £33.05 |
| Unplanned Interruption | £33.05 |
| Multiple Interruption | £59.49 |
| Meter repair or replacement | £27.54 |
| Maintaining service to Registered Vulnerable Heat Customers during an interruption of Heat Supply | £26.44 |
| Responding Substantially to a Complaint | £22.03 |
Charge |
Excluding VAT |
Including VAT |
| Availability Charge | £24.50 per Kilowatt/ year | £25.73 per Kilowatt/ year |
| Unit Charge | 6.898p per Kilowatt-hour | 7.243p per Kilowatt-hour |
| Common Heat Availability Charge | 6.898p per Kilowatt-hour | 7.243p per Kilowatt-hour |
| Meter, Billing & Consumer Meter Service Charge |
£110.66 per Customer meter/ year |
£116.19 per Customer meter/year |
Please note that as the standing charge is payable in advance the new rate is charged from the May bill onward.
| Miscellaneous Items | Charge |
| Debt Processing Fee | £16.25 |
| Abortive Call-Out charge | £32.50 |
| Re connection Charge | £54.17 |
| Service Failures | Payment |
| Planned Interruption | £32.35 |
| Unplanned Interruption | £32.35 |
| Multiple Interruption | £58.23 |
| Meter repair or replacement | £26.96 |
| Maintaining service to Registered Vulnerable Heat Customers during an interruption of Heat Supply | £25.88 |
| Responding Substantially to a Complaint | £21.56 |
Charge |
Excluding VAT |
Including VAT |
| Availability Charge | £23.97 per Kilowatt/ year | £25.17 per Kilowatt/ year |
| Unit Charge | 6.407p per Kilowatt-hour | 6.727p per Kilowatt-hour |
| Common Heat Availability Charge | 6.407p per Kilowatt-hour | 6.727p per Kilowatt-hour |
| Meter, Billing & Consumer Meter Service Charge |
£108.14 per Customer meter/ year |
£113.55 per Customer meter/year |
Please note that as the standing charge is payable in advance the new rate is charged from the June bill onwards.
Miscellaneous Items |
Charge |
| Debt Processing Fee | £15.96 |
| Abortive Call-Out charge | £31.92 |
| Reconnection Charge | £53.20 |
Service Failures |
Payment |
| Planned Interruption | £31.92 |
| Unplanned Interruption | £31.92 |
| Multiple Interruption | £57.46 |
| Meter repair or replacement | £26.60 |
| Maintaining service to Registered Vulnerable Heat Customers during an interruption of Heat Supply | £25.54 |
| Responding Substantially to a Complaint | £21.28 |
Charge |
Excluding VAT |
Including VAT |
| Availability Charge | £23.45 per Kilowatt/ year | £24.62 per Kilowatt/ year |
| Unit Charge | 6.259p per Kilowatt-hour | 6.572p per Kilowatt-hour |
| Common Heat Availability Charge | 6.259p per Kilowatt-hour | 6.572p per Kilowatt-hour |
| Meter, Billing & Consumer Meter Service Charge |
£105.02 per Customer meter/ year |
£110.27 per Customer meter/year |
Please note that as the standing charge is payable in advance the new rate is charged from the April bill onwards.
Miscellaneous Items |
Charge |
| Debt Processing Fee | £15.50 |
| Abortive Call-Out charge | £31.00 |
| Reconnection Charge | £51.67 |
Service Failures |
Payment |
| Planned Supply Breakdowns | £20.67 |
| Unplanned supply interruption | £31.00 |
| Meter Repair or Replacement | £25.84 |
| Notifying Customers that penalty payment is due | £20.67 |
| Responding Substantially to a Complaint | £20.67 |
Charge |
Excluding VAT |
Including VAT |
| Availability Charge | £22.84 per Kilowatt/ year | £23.98 per Kilowatt/ year |
| Unit Charge | 5.49p per Kilowatt-hour | 5.765p per Kilowatt-hour |
| Common Heat Availability Charge | 5.49p per Kilowatt-hour | 5.765p per Kilowatt-hour |
| Meter, Billing & Consumer Meter Service Charge |
£99.85 per Customer meter/ year |
£104.84 per Customer meter/year |
Miscellaneous Items |
Charge |
| Debt Processing Fee | £15.21 |
| Abortive Call-Out Charge | £30.42 |
| Reconnection Charge | £50.71 |
Service Failures |
Payment |
| Planned Supply Breakdowns | £20.28 |
| Unplanned supply interruption | £30.42 |
| Meter Repair or Replacement | £25.35 |
| Notifying Customers that penalty payment is due | £20.28 |
| Responding Substantially to a Complaint | £20.28 |
Refunds are only executed in the following scenarios:
|
|
Scenarios |
| Current Customer (i.e. a customer who is currently being supplied a service | • Refund a payment made in error • Refund a credit account balance where the customer is not paying by Fixed Monthly Direct Debit |
| Non-Current Customer (i.e. a customer who was previously supplied a service but has since left or a party who has never been supplied a service) | • Refund a credit account balance where the account has been billed up to date and the closing reads are Actual reads |
If you are entitled to a refund, We will refund You within 10 Business Days. The refund will be made in a method agreed with You. We may set-off the refund against your next Bill with your consent. If you receive a refund you are not entitled to, you must pay it back when East London Energy asks You to do so.