Energy Included Archives - FAQ

How do I submit my meter readings?

Ollie — Wed, 04 Oct 2017 13:01:02 +0000

This page covers our Bills Included packages. If you’re not paying for your services through acasa, you don’t need to upload any meter readings to us. If you’re paying the suppliers yourselves, you may still find our instructions below useful for finding and reading the meter, but you won’t need to tell us the readings!

Please be aware that with Bills Included packages, the amount you pay does not change month-to-month based on your usage; providing readings helps us open your account with the right reading and going forwards allows us to track usage against the fair usage limits.

It’s really helpful if you can provide at least a meter reading around the date you move in and/or the date you start your services with acasa.

Finding the meter in your home

There’s no one place to find the meter, but here are some common places to look!

Near the door, in a small boxed in area or cupboard.
Under the stairs or in the basement
In a communal cupboard or area (in a block of flats).
In the basement
Outside your home, near the street (gas and water only; electricity will be in a dry place!)
No gas meter? Do you have a (gas) boiler for hot water, or use gas for cooking? If not, you probably don’t have a gas supply at all.
No water meter? No problem – many homes don’t have one, and instead are charged a fixed rate regardless of how much water is used.

If you can’t find your meter after looking around, you could ask your landlord or even a neighbour who might help.

Reading your utility meter

Our friends at Octopus Energy have a great article about how to read the numbers off your meter. The key thing is to ignore any red numbers or decimal points in the reading you give us.

Submitting the meter reading to us

There are a few ways to submit meter readings;

Through the acasa app (for iOS or Android); go to “Manage Services” and you’ll see your utility meters.
Through our website – click ‘acasa Services’ then ‘Meter Readings’.
Directly to the supplier. You can send meter readings directly to your supplier.

If you have any problems or questions finding your meters or sharing your readings, you can always get in touch via in-app chat or using the links at the bottom of this page!

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Can I set up Bills Included with a pre-payment energy meter?

Ollie — Mon, 05 Sep 2022 14:18:37 +0000

An electricity or gas pre-payment meter is one where you’ll need to manually top up your credit using a special card or key, taken to a local corner shop to top-up the credit, then physically inserted into the meter to load that credit.

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.

The post Can I set up Bills Included with a pre-payment energy meter? appeared first on FAQ.

How does the Energy Bills Support Scheme work with acasa?

Ollie — Tue, 17 Jan 2023 09:55:33 +0000

The Energy Bills Support Scheme provides a £400 non-repayable discount to eligible households to help with their energy bills over winter 2022 to 2023.

You don’t need to do anything; we (acasa) will provide a discount to your monthly bills to pass any credit on to you directly.

You will see these discounts in the acasa app as a note against your monthly bill – eg. “Goodlord Bills (-£66 govt support)”.

The government credit will be applied between October 2022 and March 2023.

Acasa will NOT reduce your first month payment, because we can’t confirm whether the discount will be applied to your account in the first (partial) month of us taking over the account. Instead, we will ensure every discount we receive is applied to your account. If we receive more credit payments than we’ve provided you during your contract, we’ll apply a discount. For example, this may mean that we discount your April 2023 bill to apply the credit (even after the scheme has stopped providing discounts to us).

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Letters or bills from the suppliers

elisha — Tue, 16 May 2023 10:58:53 +0000

Water and Energy are supplied through Goodlord from the start of the tenancy (backdated if you’ve ordered within 60 days of the start of the tenancy).

It can take several weeks for the suppliers to update their systems, so you may still be contacted by them during this time.

Please ignore any letters, emails or bills that you may receive whilst the suppliers are updating their systems. You may inform them you are supplied through UtilityMix/Goodlord.

If an account was opened directly with any suppliers of these services (perhaps by you, a housemate, your landlord), please contact the suppliers to close those accounts in your name.

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Electricity Cut

elisha — Thu, 18 May 2023 15:02:15 +0000

Goodlord All Bills Included customers:

Please notify us in the chat function that you have followed this procedure as we must take steps to avoid a repeat.

If your meter has three barcodes on it then here’s how to restore your electricity supply:

The Home screen shows emergency credit is available. It will say EmCr Available
Press button A until you get to the emergency credit screen
It will now say Accept Emcr? Press button B for Yes
Press button B to confirm
You will see your EmCr (emergency credit) has been accepted

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Gas Cut

elisha — Thu, 18 May 2023 15:02:48 +0000

Goodlord All Bills Included customers:

Please notify us in the chat function that you have followed this procedure as we must take steps to avoid a repeat.

Here’s how to restore your gas supply:

Press the A button twice to access the Prepayment Home screen
On the Prepayment Home screen, you can accept emergency credit when you see EmCr flashing
Press the A button again and you will be prompted to activate EmCr
Press B button for Yes
The screen will show EmCr Accepted

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