Got a question about your account, your bill, metering equipment, tariff or payments? Then please check the resident FAQs below first.

Please email a photograph of your meter to help@welcomeenergy.co.uk . We ask for a photograph as this allows us to ensure your meter reading is displayed correctly and is the correct utility meter.

Our team is currently working along with your managing agent, and looking in to how any government discounts will or will not apply to you. As it is a very busy time for our customer services team, we kindly ask you do not contact us regarding this. As per the government regulation we will be informing you of any potential discounts that may apply to you within 30 days of receiving the information from your energy supplier.

Please complete the applicable form on our dedicated moving home page: https://welcomeenergy.co.uk/moving/

The amount you pay for your heating and hot water (or other utility) will depend on the amount you consume. The usage in units is then multiplied by the unit tariff and added to the daily standing charge. Heat tariffs and the daily standing charge reflect the cost of supplying the utility to your property. You can find out more about how the heat tariffs and daily standing charge are calculated by reading ‘Understanding unit charges’ below.

Please check the meter readings displayed on your bill. Where the reading is marked with an Actual, this means the reading used is an actual reading taken from the meter in your property. Bills based upon actual readings will not be revised unless a fault is identified with the metering equipment. Where an Estimate is marked against the meter readings this means an estimated reading has been used. Please check your meter and contact us with a manual reading so we can review your bill.

What is the unit charge? The unit charge shown on your bill, is quoted as pence per unit of measurement of the utility. This is used to calculate the cost of the utility that has been supplied to your property via the communal network. Your meter will measure your household’s usage of each utility.

How is the unit charge calculated? The unit charge is calculated by adding together all costs that your utility supplier incurs in supplying the utility to all properties on the development, then dividing that by the total utility usage in all flats in a given bill period.

What is the daily standing charge? The daily standing charge, is quoted as pence per day (p/day). This charge is a set, daily charge that is applicable across your development in order for your utility supplier to recover their costs for operating the network, billing service and any other fixed costs incurred.

How is the standing charge calculated? The daily standing charge, includes the fixed costs that your utility supplier has to pay in order to get the heat to your home – whether you use it or not. Therefore, the charge includes all of the fixed costs associated with providing the utility to the whole development. These costs typically include the standing charges that the utility supplier has to pay their utility provider (e.g. a gas company) for the utility supply, plus the costs incurred by pumping the utility around the network and any administration costs.

When looking at the charges applied to you via a tariff and standing charge, it is useful to consider that even if no one at your development used any heating or hot water, your heat supplier would still have the same fixed costs from their bulk energy supplier. Therefore, your heat supplier has to recover the costs of getting heating and hot water to each home via a set daily standing charge.

In a majority of cases, Welcome Energy have been appointed by your network supplier to issue quarterly bills (every three months). Some sites are set for a monthly bill to be issued. If you have been in the property more than three months and not received a bill as yet please contact our office to make sure your account has been set up for billing.

Yes, you can choose to either set up a monthly Direct Debit to pay off what is owed (plus your ongoing usage) over an agreed period of time. Alternatively you can use any of the other payment methods available and make payments when your income allows. Simply contact our billing team to discuss a payment plan.

Tips for heating


The thermostat detects the ambient temperature in your home and turns the heating on when it becomes too cold. Therefore, it’s important to make sure that the thermostat isn’t damaged or blocked by anything so that it can do its job properly.

Turn the thermostat down

Try and set your thermostat to the lowest comfortable temperature. Some studies show that turning the thermostat down by just 1°C can reduce your heating bills by 10%.

Set and forget

Once you find a comfortable temperature setting on your thermostat, you shouldn’t have to change it.

Turn your heating off

If you’re going out for the day or longer, turn the heating off so that you’re not keeping an empty home warm. Likewise, during the night when you’re wrapped up in bed, you probably don’t need to have the heating on so try to either turn it down or off completely.

Tips for hot water

Water efficient showerhead

As you have a modern home, it is likely that your water appliances are already quite water efficient. However, check your shower head. A water efficient model will reduce the amount of hot water that you use.

Shower instead of bath

If you have an efficient showerhead then having a shower will typically use much less hot water than taking a bath.

Use a bowl when washing up

If you don’t have or use a dishwasher then you can save a lot of money by using a bowl when you wash up instead of having constantly running hot water to do your washing up.

Dripping tap(s)

As well as wasting a lot of water, a dripping hot tap will also increase your heating bills by showing constant demand on your system. Make sure that the tap is turned off or change to washer if required to stop the drip.

A gas price is for the direct supply of gas to your property. Whereas the energy price covers your heat supplier paying for a bulk supply bill to the plant room where the fuel is turned into heated water supply that i pumped around the building(s) and the heating equipment extracts energy for your heating and hot water.

Please note that your energy supplier does not make any profit via your tariff it only covers the cost of supply.

Welcome can accept card payments via our online Portal.

Please note payment is accepted in £GBP only.

Read more about our refund policy.



Our offices will be closed for the Bank Holiday (Monday 29 August 2022).
If you have a query, please contact us from Tuesday 30 August onwards, and we
will be happy to deal with your query then.
energy efficiency