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Unfortunately, we’re not able to take over the bills for a pre-payment meter, because we’re not able to load credit onto the meter and we can’t do this remotely.

When you enter your property details into acasa to check your Bills Included quote, we may initially show you an estimated quote, but this will be removed / unavailable if we subsequently determine that your property has a pre-payment meter.

What are my options?

I’m afraid the only option is to ask your energy supplier to switch you to a “credit meter” which is where bills are generated and paid in arrears. Typically a credit check would be required against you (by the supplier), but once replaced, we would be able to take control of the billing on your behalf if you wish going forwards. If you do get the meter replaced, simply get in touch and we can arrange for a new quote against the new meter. Bear in mind, utility companies typically take 6-8 weeks to replace a meter, so there is no immediate solution.

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The energy in your Goodlord Bills quote is effectively unlimited; the amount you pay will not change month-by-month based on normal usage in your home. However, there are two situations in which the price may change;

• First, we have a “fair usage” clause in the Goodlord Bills Terms and Conditions which means that if your usage is unreasonably high (eg. if you leave the heating on 24/7 all year) then we reserve the right to increase your monthly price to account for this. We’re confident that a very small minority of users may be abusive and hit this limit; it’s designed so that you’ll never hit this limit unless your usage is very excessive.

• Second, we reserve the right to update the monthly pricing if the energy markets change by an amount that we cannot accommodate; this means that if energy prices across the market become so high that we would not be able to retain our ability to provide the service to you, we may need to pass this cost on to you via an increased monthly price.

• Your energy usage will be assessed, and payment may be adjusted (as with other energy suppliers) to ensure that you are only billed for the energy that you use. At the end of the contract, you will be refunded for any payments you made for unused energy.

Internet

For the internet part of the package, there are absolutely no additional fees based on usage; it’s unlimited.

Water

For water,  if you’ve got a water meter then the water supplier will take readings (usually without any involvement from you) but – as with energy – your payment won’t change . The same fair usage policy applies to protect us if you use an excessive and unreasonable amount of water.

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You can use the acasa app to find your local council. In the app, go to “Services” and complete the address details for your home if required. Then click “Council Tax” and we’ll show you the name and details of your council, as well as a link to contact them if you need to get in touch with them.

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When setting up your Internet, we simply choose the fastest option that is available at the property. We’d get you the fastest available BT connection which typically goes up to Fibre 76Mb – plenty fast enough for streaming Netflix, gaming etc. on multiple devices at the same time. If BT is not available at your property, we’ll get you a Virgin Media broadband package. Of course, the actual speed would depend on factors like how far your property is from the exchange etc but that applies to whichever supplier or internet option you choose. This is all unlimited usage as well – there are no caps or limits on it.

If we can help with any more internet-related questions or anything else about our bills included package or acasa in general, please get in touch as normal!

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If you placed your Bills Included order before 15 July 2024, you can find the T&Cs which apply to your order by logging into your services management page on the acasa website (or by requesting a copy from us through support@heyacasa.com).

Bills Included Terms & Conditions apply to all Bills Included orders placed on or after 15th July 2024.

Note: The Bills Included T&Cs apply in addition to the acasa terms and conditions and any supplier terms which you agree to when signing up for an acasa account (as a pre-requisite of setting up Bills Included).

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Once you’ve set up your services (either via acasa or separately), you can track them within acasa by adding a “cost” (via the “+” button). The costs you create can be (optionally) set to recur/repeat automatically every month, so that the balances in the acasa app are updated automatically. Be aware that this is just used for tracking any spending made externally – payments you make directly to suppliers are not automatically synced with acasa. Read more about balances and recurring costs.

Remember that even if you’ve set up most of your utilities, there are a few other move-in setup steps which we can help you do yourself, as well as other – totally optional – deals available such as moving services in the app which may be of interest.

If you have any further questions, please do get in touch.

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The easiest way to find your water supplier is via the acasa app; go to “Services” and then “Water” which should show a link to your current supplier.

You can also find out who the supplier is via this Water UK search tool.

If that tool is not showing your water company, it’s possible your address is too new to have been added to the water companies’ databases yet. In this case you could search for a nearby property’s postcode and contact their water company to check whether they have you in their system.

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For example, if you move in on the 15th of January, your first bill will be due on the 15th January (covering you from 15th Jan to 14th Feb) then on 15th Feb your next monthly payment will be collected.

Your acasa app will help you visualise and keep up to date on when each bill payment is due and how much you need to pay.

When using Direct Debit, your payment can take up to 5 days to actually leave your bank account. It will show in the app as “pending” until it’s been settled into our account.

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