Residential Portal
Residents on our schemes can find all they need to know here.
Pay As You Go
How to top up – and what to do in the event of problems
I have lost my Payzone card
Call the PAYG team to obtain a replacement card. Please note, your management company may level a charge.
Covid-19 Preperations
Circumstances surrounding the novel coronavirus (COVID-19) are constantly evolving. We continue to closely monitor its impact and take precautionary measures aligned with the latest information and global guidance. One of those measures is to ensure we mitigate any disruptions to the services we provide. We take our role supporting you and your business very seriously and we will continue to inform you with latest updates through our email and social media channels.
Safety of course remains our highest priority. To make sure our customers, colleagues and suppliers stay safe within our offices we are ensuring that cleaning and hygiene protocols are even more rigorous than usual. All of our colleagues are following personal hygiene guidance and being asked to regularly wash their hands. We currently have access to alcohol-based hand sanitisers within our offices and we are regularly cleaning door handles, credit/debit card machines and all areas within our building. We have now stopped all physical non critical business meetings taking place until further notice, including non-delivery visits from suppliers, training and face to face meetings. Instead, we are conducting those sessions using conference calls, phone and video calls where possible. We are taking this approach as a proactive preventative measure.
We are also working directly with all customers to understand the impact of reducing staff numbers within our operations and their business requirements. As part of our strategy for management of this situation, we are asking our customers to advise us on their specific plans and restrictions on site so we can manage this internally with our own teams and suppliers. Where we have maintenance contracts in place, we are currently following the guidelines laid down by the Heat Trust for customers who are off supply. Our staff been provided with the relevant Protective Personal Equipment and Respiratory Protection Equipment and trained in the use of the same.
We have set in place a contingency plan if the need arises, to close the business and on that basis all staff will be able to work from home so we will be able to continue to administer the Pay as you Go system, monitoring credits and raising any concerns to Management Companies as and when required. This will be as seamless a process as possible and customers will be able to contact us using our normal phone number for residents, 0345 467 0636. If any residents are concerned about using the public payment systems located within shops then we would encourage them to contact us for alternative payment methods, such as over the phone or using the on-line payment portal. We are also proactively contacting residents who are on our vulnerable register.
We are also encouraging all customers to review their potential requirement for spare parts and to look at immediately increasing their stock-holding of the essential first line spares, please contact us if you need any advice with regards to the essential items.
Now more than ever, we will navigate this situation together. If there are things you need from us or additional ways, we can support you, please let us know. And most importantly, we wish good health for you, your families, and your communities.
What is your privacy policy?
Wilson Energy Privacy Policy
We at WilSon energy are responsible for billing and support services in relation to your heating and hot water on behalf of your landlord or property management company. To provide these services we need to hold some information about you.
Wilson Energy Limited understands and respects the importance of your privacy and we are committed to safeguarding your personal information.
Any personal information provided to us will not be released, sold, or rented to any entities or individuals outside of Wilson Energy Ltd except where required by law or for us to provide our services, and to ensure our services meet your requirements. Our representatives may sometimes follow up, either by e-mail, phone or mail, to people who have registered or given their details to us by phone email, post or otherwise.
We take full responsibility for ensuring that proper security measures are in place to protect your information.
This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be held and processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
We may amend this privacy policy at any time. Any changes we may make will be posted on this page, so please check back frequently. Your continued use of your account and the Website after posting will constitute your acceptance of, and agreement to, any changes.
For the purpose of the General Data Protection Regulations, under the Data Protection Act 1998, the data controller is Wilson Energy Limited of 3, Northern Road, Newark, NG24 2EU. Our registration number with the ICO is ZA125208
The data we hold
We typically hold your name, address, telephone number and email address, which are provided to us by your landlord or property manager. We are advised by them whether you are on pay-as-you-go or are billed in arrears. Each meter has a serial number which is associated with an individual property.
In addition, we receive direct debit mandates directly from our end users in writing. We receive but do not store payment card information when bills are paid over the phones.
We receive and store energy usage information from meters and manual meter reading.
Why we hold your data
We need your personal information in order to communicate with you and to track and charge for your energy usage, which forms part of your contract with the landlord or the management company of your property.
We do not pass your contact details onto third parties unless given prior consent from you. Third parties in this instance could be the management company for the property or our second line support team.
How long we keep your data
We legally have to keep financial records for 6 years from the end of the financial year the transaction was made in. We will destroy this data after this time period, should you no longer have an account with Wilson Energy Ltd.
Any financial information is kept by our accounts team and managed by them.
Your rights
Your management company/landlord will complete a registration form and submit to us, this is for the above purposes.
Under the Data Protection Act 1998 you have the following rights:
to obtain access to, and copies of, the personal information that we hold about you;
to require that we cease processing your personal information if the processing is causing you damage or distress; and
to require us not to send you marketing communications.
Once the GDPR comes into force on 25 May 2018, you will also have the following rights:
to require us to erase your personal information if you feel it is no longer required;
to require us to restrict or object to our data processing activities;
to receive from us the personal information we hold about you which you have provided to us, in a reasonable format specified by you, including for the purpose of you transmitting that personal information to another data controller; and
to require us to correct the personal information we hold about you if it is incorrect.
Should you require any changes to be made or deleted (where appropriate) this can be requested by emailing us at Support@wilsonenergy.co.uk
Please note that these rights may be limited by data protection legislation, and we may be entitled to refuse requests where exceptions apply.
We will endeavour to respond to your data access request within 15 days of receipt of the email, however under the General Data Protection Regulations we do have 30 days to respond to the data access request.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law, you can complain to the Information Commissioner’s Office (ICO) https://ico.org.uk/
Do I get a receipt of I pay over the phone?
Receipts are not sent when payments are made over the phone, however a payment reference can be provided upon request during the call.
I haven’t received my replacement In-Home Display/ Payzone card
We aim to have all replacement Payzone cards and In-Home Displays delivered within 5 working days.
I can’t find my tenant reference
Please call our Pay As You Go Customer Service team to obtain this information.
I’m moving in/out
PAYG residents are not required to provide any details.
Why is my meter in debt?
It is only possible for your meter to get in to debt with only the following options:
- Daily standing/ fixed charges – This will accumulate whether there is usage or not
- Using emergency credit
- Friendly credit period – Between agreed dates and time’s you’re able to use more than your
- Emergency credit. E.g. bank holidays and holiday seasons
Please note, all debt must be paid.
My radiators or heating controls won’t work
This may or may not fall under the WilSon Energy Ltd’s remit, depending on the contract in place. Please refer to your consumer information booklet for further information.
My credit hasn’t gone on to my meter, but the money has been taken
Please ensure if topping up your meter at the weekend, when our office is closed, you use one of our automated services, to ensure your credit is added.
Automated services include, Any Payzone shop or Via our On-Line Portal
- Once your credit has been purchased, please allow for 3 hours for the credit to be applied to your meter
- Please ensure your property has electrical power
- Call WilSon Energy Ltd on the contact details provided
- Please keep hold of your receipts provided from any Payzone outlet as this contains the details required for us to investigate further.
I can’t see the information on my In-Home Display/Meter
If your In-Home Display is not reflecting all of your meter data, such as the time and date, this may require pairing. Please contact the PAYG team with your IHD serial number which can be found at the back of your In-Home Display to pair up.
If you have a complete blank screen, your In-Home Display may require replacement batteries or need re-charging.
I’m being charged too much
Your energy is calculated using two considerations. The ‘tariff’ or ‘unit charge’ reflects the cost of producing and supplying heat energy to your property. The amount you are charged is decided by your management company and can not be changed without their permission.
I have no heating or hot water but I’m still being charged
Tariffs for particular developments may have a daily standing charge which is applied every day whether there is any heat energy consumed. This is something implemented by your management company and cannot be removed from your account. Nearly all energy suppliers apply a daily standing charge for your supply.
I’d like to start receiving bills
PAYG residents purchase their heat and hot water credit in advance, and can not be sent a bill for payment after the energy is consumed. All annual statements are sent each year.
I don’t want your equipment anymore
Your heating and hot water energy is supplied to your property from a communal energy centre put in to place by your management company. Where a communal heat energy system operates, it is not possible to change your heat energy supplier.
Credit / Post-Pay Customers
Where can I find my Customer Account Number?
Your Customer Account Number is automatically generated when your account is opened, this can be found in the right-hand corner of your invoice. Alternatively, we can provide this upon request to our Billing & Bureau team on 0345 467 0636.
How can I set up a Direct Debit?
You can call us on 01636 857240 (option 2) to set this up over the phone. Alternatively, you can email us at: wilsonpayments@wilsonenergy.
Once your Direct Debit has been set up, we will send a confirmation email or letter advising of this, alongside the date of your first payment.
My invoice isn’t reflecting the payment I have made
The issue may be that the invoice was issued before the payment was received. Please note that although the payment may have left your bank account, it can take 5 working days before WilSon Energy Ltd receive this money.
Once the payment is received, this will be allocated to your account and will reflect in your next invoice.
Also, the reference details may be written incorrectly. Without this information, we may find it more difficult to allocate your payment. Please ensure your Customer Number is used as the reference when making payments.
If you would like to discuss this further, please contact our Billing & Bureau team on 0345 467 0636.
I want to send in a cheque, where do I write my reference?
All of our invoices come with a Remittance Slip that you can send in alongside your cheque, this can be found at the bottom of your invoice.
I can’t pay my invoice on time
If you are struggling to make payments towards your invoices and would like some help and advice on how we can assist, please get in touch on 0345 467 0636.
You are obliged under the terms of your lease to make payment of your energy invoice. It is very important to make payment of your invoice on time and in full.
WilSon Energy Ltd, alongside your management company take non-payment of bills very seriously and will take further action to recover outstanding amounts where necessary.
I have no heating or hot water
In the unlikely event that you should experience any problems with your energy services, we recommend you:
- Check that your account has electrical power
- Check that your energy controls are set correctly
- Check for further information in any handbooks provided
- Check with your concierge that there isn’t a problem with your communal energy supply
- Contact WilSon Energy Ltd on the details provided
How can I make a payment?
-
Telephone: 01636 857240 (option 2)
-
Online: wilsonpayments.co.uk
-
BACS: Sort code 20 63 25, Account number 73618390
-
Direct Debit: Direct debit mandate sent upon request
-
Cheque: All cheques to be made payable to WilSon Energy Ltd
Payments from overseas
You can make payment from overseas by using the following details:
- Sort code: 20 63 25
- Account number: 73618390
- SWIFTBIC: BARCGB22
- IBAN GB84 BARC 2063 2573 6183 90
- Barclays Bank, West Lincs and Newark Group Branch, 41 Market Place, Newark, Nottingham NG23 1EJ
I feel my invoice is too high and I am struggling to understand the charges
We aim to invoice each resident with an accurate reading, however this is not always possible. This may have an effect on the charges on your invoice, as we may need to estimate your consumption, if this is the case an ‘E’ will show on your invoice.
If this is the case, you can provide us with a reading from your meter if you are able to. We will then use this reading to re-issue your invoice so it is as accurate as possible.
Your invoice will also show a breakdown of the charges, but if you’re struggling to understand what you are being charged for, please get in touch so one of the team can explain on 0345 467 0636.
I want to change to Pay As You Go (PAYG)
We are instructed by your management company to send bills to your property. To change your account to PAYG we must receive written confirmation from your management company or landlord that this is permitted (in some instances this may not be possible).
I have never received an invoice
You may not be registered as living at the property in most instances. This is done by your landlord or management company who must complete a Tenant Registration Document.
Please get in touch if you haven’t received an invoice so we can check our records on 0345 467 0636.
I pay another provider for my heat and hot water
We have been appointed by your management company as the billing agent for your development.
When a billing agent is appointed, it is because your development will be on a private network, or a district heat network. In these circumstances it isn’t possible to choose your own supplier.
Please check with your other provider what they are charging you for, as this should be something separate to our charges.
I want to make a complaint
Our advisor looks to resolve the complaint at the time of receiving upon first contact. If this cannot be fully resolved to your satisfaction, this will be escalated to the appropriate team leader.
We encourage all formal complaints to be in a written format. We aim to resolve the complaint within 21 working days, and if more time is required, they will agree this with you and keep you informed of progress.
Should resolving your complaint to your satisfaction be unachievable, we will make the final decision for a “deadlock” and the correspondence will be issued to you.
What is your privacy policy?
Wilson Energy Privacy Policy
We at WilSon energy are responsible for billing and support services in relation to your heating and hot water on behalf of your landlord or property management company. To provide these services we need to hold some information about you.
Wilson Energy Limited understands and respects the importance of your privacy and we are committed to safeguarding your personal information.
Any personal information provided to us will not be released, sold, or rented to any entities or individuals outside of Wilson Energy Ltd except where required by law or for us to provide our services, and to ensure our services meet your requirements. Our representatives may sometimes follow up, either by e-mail, phone or mail, to people who have registered or given their details to us by phone email, post or otherwise.
We take full responsibility for ensuring that proper security measures are in place to protect your information.
This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be held and processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
We may amend this privacy policy at any time. Any changes we may make will be posted on this page, so please check back frequently. Your continued use of your account and the Website after posting will constitute your acceptance of, and agreement to, any changes.
For the purpose of the General Data Protection Regulations, under the Data Protection Act 1998, the data controller is Wilson Energy Limited of 3, Northern Road, Newark, NG24 2EU. Our registration number with the ICO is ZA125208
The data we hold
We typically hold your name, address, telephone number and email address, which are provided to us by your landlord or property manager. We are advised by them whether you are on pay-as-you-go or are billed in arrears. Each meter has a serial number which is associated with an individual property.
In addition, we receive direct debit mandates directly from our end users in writing. We receive but do not store payment card information when bills are paid over the phones.
We receive and store energy usage information from meters and manual meter reading.
Why we hold your data
We need your personal information in order to communicate with you and to track and charge for your energy usage, which forms part of your contract with the landlord or the management company of your property.
We do not pass your contact details onto third parties unless given prior consent from you. Third parties in this instance could be the management company for the property or our second line support team.
How long we keep your data
We legally have to keep financial records for 6 years from the end of the financial year the transaction was made in. We will destroy this data after this time period, should you no longer have an account with Wilson Energy Ltd.
Any financial information is kept by our accounts team and managed by them.
Your rights
Your management company/landlord will complete a registration form and submit to us, this is for the above purposes.
Under the Data Protection Act 1998 you have the following rights:
to obtain access to, and copies of, the personal information that we hold about you;
to require that we cease processing your personal information if the processing is causing you damage or distress; and
to require us not to send you marketing communications.
Once the GDPR comes into force on 25 May 2018, you will also have the following rights:
to require us to erase your personal information if you feel it is no longer required;
to require us to restrict or object to our data processing activities;
to receive from us the personal information we hold about you which you have provided to us, in a reasonable format specified by you, including for the purpose of you transmitting that personal information to another data controller; and
to require us to correct the personal information we hold about you if it is incorrect.
Should you require any changes to be made or deleted (where appropriate) this can be requested by emailing us at Support@wilsonenergy.co.uk
Please note that these rights may be limited by data protection legislation, and we may be entitled to refuse requests where exceptions apply.
We will endeavour to respond to your data access request within 15 days of receipt of the email, however under the General Data Protection Regulations we do have 30 days to respond to the data access request.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law, you can complain to the Information Commissioner’s Office (ICO) https://ico.org.uk/
Covid-19 Precautions
Circumstances surrounding the novel coronavirus (COVID-19) are constantly evolving.
We continue to closely monitor its impact and take precautionary measures aligned with the latest information and global guidance. One of those measures is to ensure we mitigate any disruptions to the services we provide. We take our role supporting you and your business very seriously and we will continue to inform you with latest updates through our email and social media channels.
Safety of course remains our highest priority. To make sure our customers, colleagues and suppliers stay safe within our offices we are ensuring that cleaning and hygiene protocols are even more rigorous than usual. All of our colleagues are following personal hygiene guidance and being asked to regularly wash their hands.
We currently have access to alcohol-based hand sanitisers within our offices and we are regularly cleaning door handles, credit/debit card machines and all areas within our building. We have now stopped all physical non critical business meetings taking place until further notice, including non-delivery visits from suppliers, training and face to face meetings. Instead, we are conducting those sessions using conference calls, phone and video calls where possible. We are taking this approach as a proactive preventative measure.
We are also working directly with all customers to understand the impact of reducing staff numbers within our operations and their business requirements. As part of our strategy for management of this situation, we are asking our customers to advise us on their specific plans and restrictions on site so we can manage this internally with our own teams and suppliers. Where we have maintenance contracts in place, we are currently following the guidelines laid down by the Heat Trust for customers who are off supply. Our staff been provided with the relevant Protective Personal Equipment and Respiratory Protection Equipment and trained in the use of the same.
We have set in place a contingency plan if the need arises, to close the business and on that basis all staff will be able to work from home so we will be able to continue to administer the Pay as you Go system, monitoring credits and raising any concerns to Management Companies as and when required. This will be as seamless a process as possible and customers will be able to contact us using our normal phone number for residents, 0345 467 0636. If any residents are concerned about using the public payment systems located within shops then we would encourage them to contact us for alternative payment methods, such as over the phone or using the on-line payment portal. We are also proactively contacting residents who are on our vulnerable register.
We are also encouraging all customers to review their potential requirement for spare parts and to look at immediately increasing their stock-holding of the essential first line spares, please contact us if you need any advice with regards to the essential items.
Now more than ever, we will navigate this situation together. If there are things you need from us or additional ways, we can support you, please let us know. And most importantly, we wish good health for you, your families, and your communities.