When do we send your statements?
We aim to avoid sending estimated bills because you should only pay for the energy you actually use. If you have a smart meter we can connect to, we’ll automatically collect your readings and send you a bill every quarter.
For traditional (non-smart) meters, simply provide your meter readings, and we’ll send you an updated statement. We’ll remind you quarterly, and only estimate your usage if we don’t receive a reading for over three months. You can submit readings monthly if you wish for a more accurate account balance.
If you’re having difficulty reading your meter please refer to our ‘How to read your Electricity Meter’ section.
Why has a statement not been produced
This can happen for a few reasons:
- Waiting for meter information from your previous supplier
If you’re a new customer, we may still be waiting for some meter details and information from your old supplier. We also need to wait for the industry to confirm the opening meter reading. This process can take up to six weeks and once complete allows your old and new supplier to open and close your respective accounts with the same reading. - A meter reading didn’t seem accurate
If a submitted reading seems incorrect, we may need to investigate. You can view all your past readings in your account dashboard or send us a photo of your meter for verification at meters@highlandelectricity.co.uk. - Smart meter connection issues
Sometimes, we may temporarily lose connection to your smart meter. If you haven’t received a bill recently, contact us, and we’ll resolve the issue.
Why was a charge credited to my account?
- Recalculated previous charges
If there was an error in a past bill, such as billing based on an incorrect reading, we’ll reverse the charge and credit your account. Then, we’ll issue an updated bill with the correct charges. - Overestimated past usage
If previous bills were based on overestimated readings, we’ll credit the difference back when you provide an accurate reading. Compare the “estimated” readings on your past statements to confirm this.
If something still doesn’t seem right, contact us for assistance.
Why is there a high charge on my statement?
- Incorrect meter reading
A simple mistake in your reading (e.g., including extra digits) can result in a high bill. Compare the readings on your statement with your actual meter reading, and if there’s an error, submit a new reading. - Estimated readings used
If we haven’t received a reading in three months, we’ll base your bill on an estimate. If this estimate is too high, submit a new reading, and we’ll recalculate your bill. - Higher energy use than expected
Consider any changes in your household, like increased time at home, new appliances, or seasonal usage (e.g., winter heating). - Potential meter issues
Although rare, faulty meters can cause incorrect charges. Contact us if you suspect this is the case. - Calculation errors
While extremely rare, if you believe there’s a billing error after ruling out other possibilities, contact us to investigate.
Why are the unit rates on my statement different from the quoted rates?
The unit rates on your bill don’t include VAT, which is added afterwards. However, our quotes always include VAT to ensure no hidden charges.
Why aren’t my charges in chronological order?
Sometimes, we need to fill a gap in your billing caused by an error. Once resolved, we’ll update your account and send you an accurate statement. If you have questions, contact us for details.
It’s been a while since I received a statement. What should I do?
Submit a meter reading online, and we’ll generate your bill, usually within 48 hours. If you have a smart meter connected to us, we’ll send you a quarterly statement automatically. If you’ve submitted a reading but haven’t received a bill, contact us for assistance.
What does ‘estimated annual consumption’ mean?
This is your average energy usage over a year, based on your meter readings. It helps us estimate your direct debit payments, ensuring enough credit is built up in summer to cover higher winter usage.
What are ‘unit rates?’
Electricity is measured in kilowatt-hours (kWh). We bill and quote electricity in kWh which is known as a unit rate.
What is a standing charge?
A standing charge is a fee that customers pay to their energy supplier to keep their home
connected to the energy network. If customers have gas and electricity, they will pay a
separate standing charge for each fuel. Highland electricity is not a gas supplier so only one charge will apply.
A standing charge covers the cost of carrying out meter readings, maintenance of
the meter and other related costs, including the cost of having the supply available,
and is usually charged per day at a fixed amount. A standing charge is separate to
the charges for energy usage, which customers pay for in addition to their standing
charge, depending on how much energy they use.
