Help and Support Articles

Prepayment meters

Use the guides below to find out how to use your smart prepayment meter account.

How we manage Direct Debits

With the rising costs of energy, there is naturally an increased interest in how energy suppliers are managing Direct Debits.

How to make changes to your FIT installation

Find out how to make changes to your Feed-in Tariff installation, including selling or buying a property with FIT-registered technology.

FIT meter readings and inspections

Find out how to take a reading from your FIT generation meter, and what happens when your meter needs to be verified.

How to use the Good Energy app

Managing your energy account on the go is easy with our mobile app. Learn how to view your usage, submit meter readings, and make a payment here.

Answering your questions about the Feed-in Tariff scheme

We’re answering some of the most common questions you might have about the now closed Feed-in Tariff scheme. 

What are standing charges? 

Part of your energy bill is made up of a ‘non-energy’ element known as a standing charge. Find out what this means and why it may be increasing.

Why is my bill higher than expected?

There are a few reasons why you might receive an unexpectedly large bill. Find out more here.

Bereavement: how to manage an energy account after someone has passed away

If the account holder has passed away, find out what you need to do to transfer responsibility for the energy account.

Moving In?

Welcome to Good Energy. Here is what to do if you’ve moved into a property where we supply the power.

Guaranteed Standard of Performance

Energy suppliers are all signed up to Guaranteed Standards of Performance. Find out what these are and what happens if we don’t meet them.

How to make a complaint

We work hard to support you with your energy, but understand that sometimes things go wrong. If they do, find out how to tell us so we can put them right.