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Our handy Help & Support hub gathers everything you need to know about managing your business energy in one place.

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If you still require assistance or would like to speak to a member of the team, please call us on 0161 837 3395.
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Common questions Bills & Payments FAQs

Our FAQs provide answers to commonly asked questions about who we are, what we do, our products, and how we work.

How can I pay my invoice?

Paying your SEFE Energy invoice is simple and straightforward. It can be done either by Direct Debit, BACS or a one-time debit or credit card payment.

Paying your business energy bills by Direct Debit takes the hassle out of monthly payments and means you’re less likely to miss a payment. We always recommend this as the best option to manage your business gas and electricity bills.

You can find more information on Direct Debits and how to pay your bills on our Help & Support page here.

How do I set up a new Direct Debit?

To set up a new Direct Debit, simply print and complete a Direct Debit mandate form and return it to us. All Direct Debit transactions are covered by the Direct Debit Guarantee.

Fax: 0207 756 9789
Post: SEFE Energy, 5th Floor, 8 First Street, Manchester, M15 4RP

For more on Direct Debits, visit our Help & Support page here.

What do I do if my bill has been under or over-estimated?

We often receive queries around estimated invoices where we estimate a customer bill based on the annual National Grid usage report. Customers can avoid estimated bills and manage energy payments by submitting a monthly meter reading. If you believe that your bill has been either under or over-estimated please provide a current meter reading via one of the methods described below and we will arrange to send you a corrected bill.

Online: My SEFE Energy
Telephone: 0161 837 3395
Text: 07860 020155

My account is in credit, how do I get a refund?

You may be eligible for a refund, please contact customers services by telephone on 0161 837 3395. Please note, we may ask for additional security information before the refund can be made to protect you and your business.

For more information on refunds, visit our Help & Support section on Refunds here.

What is the current balance on my account?

Specific questions about your account, including balance enquiries, should be directed to our Credit Control team on 0161 837 3396.

How can I access my invoices online?

Your monthly invoices are available to view through our online customer portal, My SEFE Energy. Just log in on your device and navigate to ‘Invoicing’.

How are my bills calculated?

Each month, we look at the meter read from your last bill and your most recent one and subtract one from the other.

For electricity, this is how we determine your monthly kilowatt hours (kWh) used.

For gas we then use that number to convert those reads into actual gas used, using a formula to give us the exact amount of kilowatt hours (kWh) you have used.

The kWh amounts are then multiplied by the price of energy agreed on your contract to give us the cost of your energy usage that month.

Our helpful guide will break down all these costs for you and any other fields on your energy bills you would like to know more about.

Have your bank details changed?

The name on our bank account has changed to SEFE Energy Limited but no other bank details have changed.

Our bank account number and contact details are the same, and there are no immediate account changes planned. You can find out more about Bills & Payments here, and you can find up to date bank account details Paying your energy bills here.

What is the Climate Change Levy?

The Climate Change Levy (CCL) is an environmental tax charged on the energy that businesses use. A means of encouraging businesses to be more energy efficient in how they operate, the CCL aims to reduce the overall emissions that businesses produce. 

In simple terms, the more energy efficient your business is, and the less carbon-emitting energy you use, the less CCL you’ll pay.

You can find more information on the CCL in our Help & Support page here.

What if I have a credit balance on a closed account?

If you’re in the process of moving premises and closing your account with us, make sure to provide a meter read taken on the date you move out, as well as a forwarding address. You can do this using our Change of Tenancy form here.

This will allow us to produce an accurate final bill and determine any credit you’re owed.

If a credit is showing on your final statement once you’ve moved out, get in touch with our Customer Services team through our online form or email to request a refund.

In your message or email, please quote your SEFE Energy account number, bank sort code and bank account number together with the refund amount you are requesting. We aim to have your refund processed within seven days.

How can I request a refund for credit on my account?

If your account is in credit, you may be able to receive a refund. Contact our Customer Services team on 0161 837 3395 or through our webform, quoting your account number, and we’ll look into it for you. Please note, we may ask for additional security information before the refund can be made to protect you and your business.

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