Credit / Post-Pay Customers
What is my tenant reference?
This is generated automatically once your account is created. This information can be provided upon request, or alternatively you can find this written in the green strip at the top of every bill.
How will I know if my direct debit is set up?
Upon receipt of your direct debit mandate, you will receive written confirmation in a letter in return confirming the set-up of your account. You can also contact billing and bureau team personally to request this information.
My bill isn’t reflecting the payment I have made
Often the issue is that the bill was produced 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 reflected in the next bill.
The reference details may not be written correctly, and without this information, we’re unable to be allocated the received payment towards the relevant account.
If you would like to discuss this further, please contact our billing and bureau team.
I want to send in a cheque, where do I write my reference?
Please write your tenant reference, or property address on the back of the cheque.
I can’t pay my bill on time
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 in time and in full. If you have any concerns about your ability to make payment, please contact WilSon Energy Ltd immediately to discuss your circumstances. 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
What ways can I make a payment?
- Telephone: 0845 4670636 | (local rate)
- Online: www.wilsonenergy.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
- Barclays PINGIT app: Register code PINGITQHZ255 or scan the QR code
Payments from overseas
You can make payment 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 don’t understand something written on my bill
All bills are created according to each individual account. We can help explain the details on your bill if you contact the billing and bureau team by telephone, email or post.
My meter reads are too high
On the rare occasion we do not have accurate meter readings, these can be based on estimations which are calculated using your previous consumption data.
Non-automated meter readings:
These meter readings are sent to us from various sources such as your management companies, the concierge or our engineers may attend to manually download this data.
Automated meter readings:
Your property has been fitted with a series of meters which record the amount of energy consumed. The information recorded by the heat meters is transmitted and recorded on a central data collection unit. WilSon Energy Ltd are responsible for the collection of that data. This system ensures you are only invoiced for the amount of energy you consume based on actual readings.
I want to change to Pay As You Go
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). Following this you are required to complete a Pay Mode Change Form which can be found in the Customer Portal.
I have never received a bill
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.
Do we have your correct address?
I pay another provider for my heat and hot water
We have been appointed by your management company as the billing provided for your heating and hot water supply. Please ensure to check the utility you are paying to the other providers don’t state another utility such as cold/waste water or electricity.
How do I make a complaint?
At WilSon Energy we pride ourselves on delivering excellent service to all our customers and hope that we exceed expectations wherever possible.
We also really value feedback on how we can make things even better in the future.
If you would like to make a complaint or raise a concern, contact our support teams on the numbers below:
Business: 01636 857 240
Residential: 0345 467 0636
If we are unable to resolve your query or complaint over the phone, please put your complaint in writing to us via email at enquiries@wilsonenergy.co.uk or post to the address below:
Complaints
WilSon Energy Limited
Unit 7 Mayden Business Park
Northern Road
Newark
Nottinghamshire
NG24 2EU
All complaints will be acknowledged with our formal escalation process document. We aim to resolve the complaint within 21 working days. If more time is required to find a satisfactory solution, we will keep you informed of progress.
On the rare occasions where we are unable to resolve your complaint, we will issue you with a final response or ‘letter of deadlock’. This letter is required if you are unsatisfied with the outcome of your complaint and want to pursue further with an independent organisation.
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/
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.
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/
How do I make a complaint?
At WilSon Energy we pride ourselves on delivering excellent service to all our customers and hope that we exceed expectations wherever possible.
We also really value feedback on how we can make things even better in the future.
If you would like to make a complaint or raise a concern, contact our support teams on the numbers below:
Business: 01636 857 240
Residential: 0345 467 0636
If we are unable to resolve your query or complaint over the phone, please put your complaint in writing to us via email at enquiries@wilsonenergy.co.uk or post to the address below:
Complaints
WilSon Energy Limited
Unit 7 Mayden Business Park
Northern Road
Newark
Nottinghamshire
NG24 2EU
All complaints will be acknowledged with our formal escalation process document. We aim to resolve the complaint within 21 working days. If more time is required to find a satisfactory solution, we will keep you informed of progress.
On the rare occasions where we are unable to resolve your complaint, we will issue you with a final response or ‘letter of deadlock’. This letter is required if you are unsatisfied with the outcome of your complaint and want to pursue further with an independent organisation.
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.