A better way for utilities

FAQs

What happens if we receive a bill in the post?

Sometimes a new customer will receive a postal letter from a previous supplier. If this happens please make sure you take a clear picture of it (both sides) and email through to us (postal-bills@houseflow.co.uk). We can take care of it from there and ensure there are no duplicate accounts.

Can we leave at any time?

Yes, you may leave at any point with 30 days' notice provided there is no remaining debt or obligation. BT or Virgin may require a 12 or 24-month contract but this is 'tenant flexible'. Either leave it behind for the next tenant, take it with you to your new home, or let us find the account a new home.

Are the monthly prices fixed?

For most tenants the usage is unlimited (subject to a fair usage policy). This is because the energy and water allowance is a generous allocation based on your household's usage profile and the vast majority of households (85%+) do not exceed this. If you were to use consistently more than allocated we will contact you to discuss options and we may have to increase your bill. The pricing rates are subject to change only in line with market-wide changes in retail costs.

So what about meter readings?

We always require meter readings at the start and end of your tenancy, and during your tenancy upon request - unless your home has a smart meter.

What day of the month do you take payments?

We take payments at the start of the usage cycle to secure good rates and keep our suppliers happy. Therefore billing should start shortly after move-in, and repeat on the same day each month.

Permission of authority

By signing up to Houseflow you give us permission of authority to manage the relevant billing provider(s) and supplier(s) on your behalf:

  • Creating / setting up utility bill accounts and media accounts.

  • Speaking about the accounts on behalf of myself/ourselves.

  • Closing down the accounts on behalf of myself/ourselves.

The services you give Houseflow Billing Ltd the permission to act on your behalf were selected in the sign-up form and may include:

  • Gas

  • Electricity

  • Water

  • Internet

  • TV Licence

As standard make sure you have signed up for direct debit at pay.houseflow.co.uk.
For a full list of terms, please see here.

TV Licence payment schedule

We have to pay for each TV licence a quarter in advance of usage (upon request from TV Licensing). Therefore we charge monthly plus a one-off charge of £28 at the start to cover the additional two month buffer. If you move out and cancel your package, we can request a refund for the 2 months’ of prepaid usage (£28).