How can we help you?

Your utility statements give you information about your utilities and how much you’ve spent.

It shows how we work out what you’ve used, what it has cost you and summarises your account.

When you have multiple utilities, your statement may be longer that’s because we provide a breakdown for each utility, as well as a summary.

If you have a PAYG meter you won’t receive a monthly or quarterly statement but you will receive an annual summary so you know how much you’ve spent, what you’ve used and other useful information.

Have a look at our example utility statement for help understanding your account:

1. Date of Payment: Payments made since the last bill was raised. 2. Payment card no: Your payment card number. 3. Statement number: The unique reference for this bill. 4. Statement date: The date the bill was created. 5. Heating/Water: The amount owed for the statement period for each fuel. (This is just an example, you may receive a bill for utilities other than Heat or Water too) 6. Your Direct Debit Details: Details of your next Direct Debit payment. If you do not have a direct debit set up, this section will detail how much you need to pay and the due date of the payment. For more information on direct debits click here. 7. Your new account balance: The new account balance.

1. Meter Readings: The type, date and value of the readings used to calculate your consumption. 2. Price £/unit & Price £/day: Your current tariff which is used to calculate the amount of money you owe for the billing period. 3. Compare your energy usage to similar properties (graph): A graph showing your consumption compared to your neighbours.

The Heat Cost Calculator has been developed to help provide customers living on district or communal heat networks an indication of what it would cost to heat a similar sized property using an individual gas boiler.

The results will not be reliable for customers living on heat networks that do not have heat meters or where the right comparison is electric heating.

The calculator takes the amount of heat you use (or an estimate if you are unsure) and factors in boiler efficiency, repair and maintenance costs, and the cost to replace a boiler for the size of your property. These costs are included to best achieve a comparison to the costs that are included in your heat bill.

Visit the Heat Trust website below to use their heat trust calculator. Be sure to also read through their information sheet before using the calculator.

Click here to view the Heat Trust: Heat Cost Calculator

An availability charge is a fixed amount you pay for having access to the utilities provided.

This is designed to cover all fixed costs associated with providing you access to the energy and utility supplies.

Examples of fixed costs include any fixed standing charges for fuel supply and the cost of administration. Fixed costs are usually charged in pence per day, so you will see it appear as 30 x £0.10 = £3.00 for a month with 30 days.

These costs normally do not change with the amount you use so are not included in the unit charge.

You pay your availability charge whether you use the system or not - it's to cover the cost of having the system available, not you using it.

Your availability or fixed charge is not set by mySycous but by your utility provider, who appoint us to administer the system. We are happy help with any questions you might have, so please Get in Touch, and if we can't help, we're happy to put you in touch with the right person at your utility supplier

A tariff is the charge made for a utility supply and is normally composed of both a unit charge and one or more fixed or availability charges. This tariff will normally be reviewed at least annually, and you will be notified of any change.

You may have an option to select your tariff, or it may be a single tariff for a utility supply, depending on your utility supplier. You can find details of your tariff through an in-home display if you have one, on your latest statement or just Get in Touch with our team.

Your availability or fixed charge is not set by mySycous but by your utility provider, who appoint us to administer the system. We are happy to help with any questions you might have, so please Get in Touch, and if we can't help, we're happy to put you in touch with the right person at your utility supplier.

Your tariff is set by your utility supplier, who employ mySycous to provide a meter management and consumer charging solution. We do not set your tariff.

The tariff is normally designed to cover the cost of providing a utility supply in the fairest possible way to recover both the variable and fixed costs. We do like to support consumers and will help explain a tariff as much as possible, just Get in Touch. If we're not able to help, we're happy to put you in touch with the right person at your utility supplier.

Heat tariffs are not limited by any maximum resale regulations. However, other fair pricing mechanisms or regulations may apply.

It is normal practise for a heat and/or hot water tariff to be calculated based on the cost of any raw fuel, the cost of generating any heat and includes any distribution losses and other directly related costs.

The exact method of calculating your heat will depend on your utility supplier.

You can find out more about heat and hot water tariffs here.

No. Under the Ofwat ‘Water Resale Order’, “anybody who resells water or sewerage services must charge no more than the amount they are charged by the water company.” Click here to view more information on the Ofwat website.

This means when you are paying your cold water and sewerage to a reseller, such as on a private water network, you only pay what they pay. Your reseller is entitled to charge additional administration fees, in line with the guidance from Ofwat.

No. Under the Ofgem ‘Maximum Resale Price’, “the maximum price at which gas or electricity may be resold is the same price as that paid by the person who is reselling it, including any standing charges”. Click here to view more information on the Ofgem website.

This means when you are paying your electricity to a reseller, when on a private wire network, you only pay what they pay. Your reseller is entitled to charge additional administration fees, in line with the guidance from Ofgem.

This is normally charged on a commercial rate, which was historically lower than domestic rates but does not benefit from the Energy Price Cap and other protections set by the Government.

You can check which utilities you pay for through your In-Home Display (IHD), just check out the user manual in our Help and Support.

Alternatively, just Get in Touch and we'll happily explain.

An estimated meter reading is used when we need to generate a statement for you, but we haven't received an actual reading from your meter.

All estimates are clearly displayed on your utilities statement.

This estimate is calculated based on your previous usage, where sufficient data is available, or based on average usage across the scheme across the same period and based on similar properties, where that information is available.

You are also able to provide a manual reading, just Get in Touch with our team and we'll happily revise your current statement, or update the reading for your next statement. We also notify your utilities supplier when we regularly cannot obtain accurate readings and, with their authorisation, may contact you to undertake a replacement or repair.

To learn more watch our ‘How does a Heat Meter work?' video below: