We calculate your final balance (we call this reconciliation) when your contract ends, This process can take up to 8 weeks as we have to wait for your suppliers to close your accounts and send us a final statement.

When we calculate your final balance (and whether you are owed any money back) we take into account all the payments you have made into your house account. We then minus the bills and service charges from the amount that has been paid in. If you have a positive balance after we have done this and there are no unpaid bills, or late payment fees outstanding, we will issue a refund for the amount that is left in the pot on your house account.

We will not charge you for energy or services you have not used. We will take into account both gas and electricity bills when we work out your final balance. Which means if your usage is less for one fuel, you may well receive a credit for unused allowance.

For example if your house paid in total £1000 into the pot. Your bills and fees come to £900 in total. That leaves £100 left on your account and we will divide that equally between the tenants. So in a house of 4, each tenant would receive £25 each credit.