Glide help centre
Find answers to commonly asked questions, and how to get in touch with us if you need support.
How can we help?
Frequently Asked Questions
Who are we?
We are a Utilities company created by students for students! We make sharing bills simple for tenants, as well as both landlords and letting agencies. We deliver one simple monthly bill for all utilities and services and ensure split liability. We have over 13 years’ experience of providing students’ utilities.
Who is Glide for?
Glide is the perfect solution for anybody living in a shared occupancy house wanting shared liability (usually students and young professionals). We also work with landlords, letting agencies and universities across the UK.
Are Glide a bills management company?
We provide our own gas and electricity services which are powered by OVO. We operate under OVO’s supply licence, but we will bill your energy services and deal with your customer queries, like any other energy provider would. Our broadband service will either be our own service or Virgin broadband dependant on availability. The water and TV licence are the only services bill managed by us - both need to come directly from the supplier.
Account Set Up
What do I do if I am interested?
Simply click on our quote section and follow the steps to receive your own personalised quote! If you’re happy with the quote and want to proceed, we will also ask for your housemates details in this process. This is so we can send the details of the quote to everyone. Once the last housemate has signed up the contract will be in action. This ensures sole responsibility is not on you – everyone can independently sign up to the account you have created via an email link!
How long does it take to set up an account and how long will it take until my account is active?
There are two options when you create your account. You can either Fast-track or proceed as normal meaning we start activating your chosen services from the point the last person in your house signs up.
Fast-track means that you are happy for us to start ordering all your services without the sign up of your other housemates. We will start billing them once they have also signed up but this does not delay your services starting.
Is the start date meant to be the date we move in?
The start date should be the date that you become liable for the utilities – usually this is from the start date on your tenancy agreement. If this date has passed, still choose the date your liability has started as we will only charge you for the time your services are active.
Why can’t I find my address on the system?
If you are unable to find your address on our website, it means your address is not registered on the Royal Mail database. Just give us a call so we can investigate your individual example and get it sorted for you!
What are your quotes based on?
We generate your energy and water quote based on the information you provide during the sign-up process (the capacity of your property, bearing in mind the usage of a shared property is usually higher than most domestic households). This quote will become your monthly payment. Actual consumption will be calculated either during or at the end of your tenancy. Any difference will be refunded to you/charged to you. Your Broadband and TV licence are a fixed quoted amount regardless of consumption.
Can I change the amount I pay each month?
We wouldn’t recommend decreasing your monthly quote as it is very easy to under-estimate consumption in a multi-occupancy property. You will only pay for what you have actually used at the at the end of your contract. If you have used more you will pay a difference and if you have used less we will refund every penny of the difference. A good way to track what you are using is by adding regular readings on the ‘my readings’ page and then check out the ‘my usage’ page. Our usage graph will not only let you know what you’ve consumed compared to your payment but it will also predict your position at the end of your contract.
General Account Queries
How do I change my email address?
Once you've logged in to your online account click on 'My profile' at the top. From here, you can update your registered email address and mobile number.
How can I contact you?
I’ve forgotten my password, how do I reset it?
If you've forgotten your Glide account log in details, don’t panic! You can reset your password on the login page. You will need to know the email address that is registered on your Glide account. When you are on the login page simply click 'Forgot Password?' and enter your registered email address. Once you have submitted the form, you will receive an email with instructions on how to reset your password.
I want someone else to talk on behalf of my account how do I arrange this?
Simply call/email/livechat or DM us and we can send you an authority form. Fill in the form and send it back to allow the person in question to contact us about your account and receive full access to the information we hold.
Feel free to email, DM or call us to request one today!
My housemate is being replaced, what should I do?
Please ask your new housemate to give us a call so we can add them on to your Glide account. Your new housemate will need to complete their sign up to Glide over the phone (this shouldn't take more than a couple of minutes).
Please also ensure your old housemate provides meter readings when they leave (or your new housemate provides meter readings when they move in) so we can ensure your Glide account is kept up to date and accurate. We don’t want any housemates paying for other tenants’ bills!
How do I make a complaint?
We've grown from a start-up in 2006 to the 95th fastest growing UK company in 2015 and we've done this by being passionate about our customers.
We strive to make life simple so you have time to do the things you love. Our approach to customer service is straightforward, human and reassuring. We're not call centre robots following a script.
If something goes wrong we want to work with you to sort things out as quickly and efficiently as possible. For more info see our complaints policy.
How long does it take to set up my gas/electric?
It could take up to three weeks to take over the Gas/Electric at your property. It is important you have let your current provider know you wish to switch to Glide and you have paid them up to date (if applicable). This should ensure a speedy take over!
What might slow down my switch?
The main reason a switch could take more time than anticipated is if there is a balance to pay with your current provider. This may be for a time before you were responsible for the bills in the property, so it’s best to get in touch with your current provider to smooth over any issues.
Why do I have to pay the last tenants‘ provider if I’ve chosen you?
We will start billing you from the point we have taken over the energy at your property. If this date is past the start date of your liability it will mean you will have an amount to pay your previous provider (usually small). The energy company that provided the last tenants’ energy will still be providing your property until you switch supplier. The sooner you set your account up with us the better!
I've received a bill from another energy company but my services are already live with Glide?
Don’t worry this is probably for the time period before we took over! If the bill is for a time when you were a tenant at the property it will mean you will have an amount to pay your previous provider (usually small).
Is the energy usage unlimited?
No, the energy usage is not currently unlimited. We want to be transparent with our customers – you pay for what you use. If you use more energy than what you have paid for throughout your contract we will bill you the difference. Avoid this happening by being energy conscious adding regular readings onto your portal!
If you use less however, you will receive a refund of the difference. Fair is fair!
Is Glide an energy provider?
We provide our own gas and electricity which is powered by OVO. We operate like any other energy provider whilst under their supply licence. If you require any help or assistance regarding your energy you would come to us!
What’s the difference between metered and fixed water?
If you have a water meter in your property, your water bills will be based on actual consumption, similar to the way that energy is billed.
If there is no meter in your property then you will not be billed based upon consumption but instead on a rateable value.
How do you work out my water quote?
Your water quote is based on an estimate based from the information you provide when you join Glide (for example the location and number of tenants in the home) and our information on homes similar to yours.
We will only ever bill out what you would have paid if you had gone directly to the water and sewerage supplier plus a separate management fee as set out in our tariffs.
Where is my water meter?
If your property has a water meter the most common places it can be found are:
- In the ground at the end of your path/drive/front garden
- In a box on an outside wall
- Under the sink
- In a cupboard closest to the front door
- In the basement or in the downstairs toilet
If you're still struggling to locate your water meter simply speak to your letting agent or landlord who will be able to point you in the right direction.
You read the meter in the same way as you would read your gas or electricity meters. Feel free to email in a photo of your meter if you are struggling – we are always happy to help!
I am receiving water bills but I pay my water through Glide, what should I do?
Please check the date range on the bill and ensure it is within your tenancy date and within your contract start date of Glide. If it is before your glide contract start date please contact the water provider directly.
If the bill is for a period where we are responsible, please add the photo of the bill to your portal and we will investigate for you. Sometimes the water companies don't update their systems quickly enough and continue to send bills to the property instead of to us. You pay us to manage it so let us take care of it!
What do I do if I have a water leak?
If you notice that you have a water leak, please call your landlord or letting agent immediately so that they can get the leak fixed straight away to avoid over-using!
Once your landlord or agent has fixed the problem, please email us.
Why don’t I have any hot water?
If you have running water but no hot water, this is most likely to be down to a problem with your boiler.
Please check that your boiler is switched on and working correctly. If you still need help, you need to speak to your landlord or letting agent as they are responsible for the maintenance of your boiler.
Do I need a TV Licence?
You need a TV Licence if you:
- watch or record live TV programmes on any channel (including BBC)
- download or watch any BBC programmes on iPlayer – live, catch up or on demand.
Please check out https://www.tvlicensing.co.uk/ for more info if you are still unsure!
How much do I pay for my TV licence?
Your TV licence fee is set by the UK government through UK legislation. We will charge the amount they would charge you annually for your licence plus a £2.49 management fee per month per house – this is included in the quote you receive.
If you are blind (severely sight impaired), you're entitled to a 50% discount on your TV licence fee. Please let us know if this is the case.
Why are the TV licensing authority contacting me?
There are several reasons they are contacting you – we find the most common reason to be that the customer communications from the TV Licence authority are not aware of your licence being paid for under our business account. Don’t worry, this is easy for us to resolve – just give us a call on 0333 666 5555 or email us at firstname.lastname@example.org.
Other reasons could include: an investigation into the previous tenants, only having just set up your account or if there’s been a mistake with your address. Please ring/email us if you are concerned.
How do I find my TV Licence number?
Your TV Licence number will be displayed under the 'My house' section on your online account area. Please note this is NOT a customer account number – this is a multi-site licence number that is valid for our business account. Your licence will be added to our account and will be paid for accordingly in our name.
If you are not able to find your account number, please get in touch and we will be able to confirm this for you.
What’s the process of Glide engineer appointments?
We will book an engineer appointment at the earliest opportunity. This information will be provided to you via email and if you have a faults engineer we will call you to keep you updated.
To change your appointment you will need to contact our team a minimum of 3 working days before the appointment date.
We will not be able to request an earlier date as we always request the next available appointment for the initial visit.
How do I request a new Glide router?
If you believe there is an issue with your router or the router has been damaged you should call our broadband support team. They may be able to fix the issue first without needing to send you a new router.
How long does it usually take to fix a Glide broadband problem?
We aim to fix all broadband service queries as quickly as possible. This can vary depending on the issue but most issues are fixed within 5 working days - this may take a little longer if you require an engineer.
What is my Glide internet password and router serial number?
This will be provided with your router. You can view this on the card provided with your router or on the underside of your router.
The router serial number will be next to the code "CP".
If you’ve lost this information, drop us an email and we will be able to confirm this for you.
How long does it take to set Glide broadband up?
We aim to get the service set up within 2 weeks of completing your order, however, this is dependent on engineer availability. We will be able to provide you with accurate updates once you have completed your sign up to us.
If your router has arrived and your broadband is due to go live shortly, please see the router booklet for help getting you online first time.
Can I get fibre broadband?
Fibre Broadband is now available in most areas of the UK.
To check if your property can receive fibre broadband you should contact our team on 0333 666 5555 or email us with your full address and postcode.
How are the monthly payment plans calculated?
Glide's monthly payment plans are based on our experience and the usage the data we have at Glide for shared properties.
For example an 8 bed student house would be quoted to use more energy than a 3 bed house share.
Remember, you only pay for what you use. So, at the end of your tenancy, if you haven't used all the energy you've paid for, you may be due a refund. Likewise, if you use more, you may have a final balance to pay.
So keep those readings updated on your portal so you can track your consumption on your usage graph!
What’s the deal with deposits?
We charge a deposit rather than running credit checks because we understand a lot of our younger customers may not have enough credit history built up yet. We let all customers know about the deposit when they sign up and in our terms and conditions.
A deposit is equal to one month's payment plan and is paid at the start of your account. Your deposit is returned to you when your account is closed. This will either be refunded or go towards any overusage to avoid large final payments.
When do Glide ask for the money?
We charge you monthly and take payment on the 1st of the month. We will always send you the bill prior to the due date. This is at least 7 working days’ in advance – this allows our customers time to get in contact with us if they have any queries or questions regarding the bill or payment!
Why is my final statement based on estimated readings?
If you have received your final statement and the reads are showing as "Estimate" this means that you either did not provide readings when you moved in/out of the property or the readings you provided were not in line with previous readings we have for the property. If you have another set of meter readings or a supporting photo of your gas or electricity meter, please email this to us at email@example.com so we can check and update your statement.
Where can I see a breakdown of my payment plans?
Each month you are emailed a breakdown of your payment plan at least 7 working’ days before the due date. You can always download or check an online version through the 'My bills' tab in your online account area.
Your account closure/summary breakdown will be sent to you 10 working days before its due date.
Why is my payment plan different to my quoted amount?
When you sign up to Glide you are provided with your weekly quote; however, Glide bills you monthly. To calculate this, Glide multiplies your weekly quote by 52 (weeks in the year) and then divides it by 12.
Your monthly payment will be for the same amount on the same day of the month, to help you with your budgeting.
Please note, you only get billed for live services. At the start of your contract, some services may transfer over at different times, so your first payment plan or two may be slightly different. Once all services have been set up, you will be billed for a whole month for all services.
Double check your payment plan for a full breakdown of what you've been billed by looking at the dates for each service.
How do I make a payment?
The easiest way to pay is to register a credit or debit card on your online portal. Your new card will then be registered on your account and any future payments will be collected from this card until this card is removed or changed.
If your card is lost/stolen or expires, you will need to register your new card with us to ensure your bill comes out accordingly.
Can I make a one-off or additional payment?
You can make additional payments via the 'My payments' section of your Glide account - simply fill in the box under "Pay now" with the additional amount you'd like to pay.
Can someone else pay for me/how can I pay for someone else?
If you wish to ask someone else to pay your Glide account or register them as your third party (or if you wish to pay for someone else or register as their third party), either ask them to call us directly on 0333 666 5555. We can then either take a one off payment or set up a continuous payment going forwards.
If my housemate doesn't pay their fair share of the bills, what happens?
If you pay us on time but any other tenant doesn't pay us, you won’t be responsible for their outstanding share of the bills. However when your account is closed, we may hold your deposit until your housemate has paid their share of their bills. We will never chase you to pay any other tenants' debt.
Why have I received a late payment fee?
Glide will send you your payment plan on 20th of each month (or the next working day). This is due on 1st of the following month. If you fail to make the payment, Glide will get in touch to discuss why your payment has failed. If we are not able to get in touch with you and you do not make your payment you will receive a late payment fee after 2 weeks.
I'm having difficulties paying. What can I do?
If you are struggling to make your Glide payments, if you're waiting for your student loan/to be paid from work, or if you're getting behind on your payments and you have a balance to pay off, please call our credit control team. We can discuss options such as putting the payment on hold or setting up a payment arrangement so you can pay the balance off in smaller, more manageable chunks.
Where are my gas and electricity meters?
Gas meters are generally contained in a meter box or meter cabinet located outside the premises at the front or front side of the building. If you can't locate the meter, please contact your letting agent or landlord. If your property doesn't have gas central heating, or a gas cooker, it may be that your property doesn't have a gas supply. If that's the case, let us know and we can amend your account.
Common places for your electricity meter to be be located are in your basement, utility room, porch or garage.
If you live in an apartment building, the meters for your building may be grouped together in a meter room. Each meter should be labelled according to the unit it serves. Please make sure you read the correct meter.
If you are still struggling to locate your meter, your landlord or letting agent should be able to help you.
How do I read my gas and electricity meters?
To find out how to read your gas and electricity meters, check out our guide here
The easiest way to submit your readings is on your portal here under the "My readings" section. Read left to right not including any red units or those after the decimal place.
If you’re struggling to read your meter simply send in a photo to firstname.lastname@example.org – we can let you know what the reading would be so you’re well equipped next time!
Do I have to provide meter readings? If so, how often?
You need to provide gas and electricity meter readings when you first move into your home, when you move out of your home and every 3 months in between.
If you don't provide accurate meter readings your bill will be based on estimated readings. We'll send regular reminders when your meter readings are overdue.
The easiest way to submit a meter reading is by logging into your Online Account and clicking on 'My usage'.
If you need help reading your meter, please see "How do I read my gas and electricity meters?".
I think my meter is faulty, what should I do?
Your meter may be faulty if:
- The dial is not turning, when you are using gas or electricity
- The dial is turning backwards
- You are presented with error messages
If any of the above apply, please get in touch with us so we can advise on the next steps. We may require a photo of your meter.
If you have a prepayment meter, you should try removing your key, cleaning the contacts with a soft dry cloth and reinserting it into the meter. Allow a few moments for the key to register.
If your meter is still not working, let us know as soon as possible.
I have a smart meter, do I still need to provide meter readings?
We can communicate with the vast majority of smart meters but to be on the safe side, we would still recommend that you do provide meter readings regularly through your online portal so we can ensure your account is up to date.
What is a smart meter and how can I get one?
Please give us a call on 0333 666 5555 or email@example.com to request a smart meter. We cannot guarantee that we will be able to provide your property with one but we will investigate every request and try to install as many as possible!
What is Glide's fair usage policy?
Direct customers: Customers who sign up directly with Glide do not have a fair usage policy but simply pay for the energy and water that they use. We estimate how much energy and water you are likely to use when you join us and this is periodically reconciled (based on meter readings you provide) to calculate whether you are paying enough to cover your usage. If you're paying enough, nothing will change. You may build up a credit which is refunded to you (split equally between the tenants), usually at the end of your contract. If you're not paying enough, we may increase your monthly payments or you may get an additional bill (also split equally between the tenants).
Bills-inclusive customers: If your property is bills-inclusive (i.e. your bills are included within your rent), you should speak to your landlord or letting agent directly about what limits there are on your energy and water usage as these are set by the landlord/agent and not us.
Acceptable usage policy: We do have an Acceptable usage policy which covers what you can and can't do on our broadband network.
Is the energy usage unlimited?
We are unable to offer unlimited energy. You will always pay for the energy you use.
What is a usage summary?
A usage summary is a statement which clearly breaks down the difference between the payments you've made to Glide and your overall energy usage.
This statement is generated at least annually or at the end of your tenancy. If you want to check your energy usage at any point throughout the year, you can get an update under the "My usage" section on your online Glide portal.
My usage is over the estimated amount, what should I do?
If your usage graph on your online portal is showing that you are currently using more energy than you're paying for, don't panic. If you are part way through your tenancy, Glide recommends monitoring your energy usage on a more regular basis and trying to lower your usage. If you wish, you can request a catch up bill to bring you up to date. If your usage is over the estimated amount at the end of your tenancy, or if you have received a final bill and you can't pay the balance in one lump sum, please call Glide on 0333 666 5555. We understand that a large bill can upset your financial situation so we want to be as helpful as possible. We can discuss options such as putting the payment on hold or setting up a payment arrangement so you can pay the balance off in chunks.
Why can't I see my usage graph?
The two most common reasons for not being able to see your usage graph are that the energy is not yet live with Glide (either both gas and electricity or one of these services) and that the portal needs up to date and accurate meter readings. You can submit these under the "My usage" section. The graph will be updated straight away.
Account Closures, Summaries and Cancellations
What is your cancellation policy?
There are different time frames depending on service.
Energy, water and broadband can be cancelled free of charge within 14 days of sign up. A TV license can be cancelled within 30 days.
If you do wish to leave Glide for any reason, we will treat the request promptly and make the process as smooth as possible. We'll try and work out why you want to leave and see if there is anything we can do to help. Please call 0333 666 5555 to confirm the cancellation request and to see if/what fees would apply to your account.
What is a usage summary?
A usage summary is a statement which clearly breaks down the difference between the payments you've made to Glide and your overall energy usage.
This statement is generated annually or at the end of your tenancy (whichever comes first). If you want to check your energy usage at any point throughout the year, you can get an update under the "My usage" section on your online Glide portal.
Why have I received a final bill?
When you move out of your home, we will close down your account and calculate your final usage.
If you have used more energy or water than the payments you’ve made, there will be a balance left to pay. If you have used less energy or water than you have paid, there will be a refund due back to you.
You can track your energy usage throughout your tenancy through your online portal.
My tenancy has ended and I’m moving out, what happens next? (summed up)
If all tenants are leaving the property:
Tenancy end date
Please contact us to let us know the date your tenancy agreement ends. We may request a copy of your tenancy agreement to confirm when your tenancy ends.
Final meter readings
Please provide accurate final meter readings from your gas and electricity meters so we can work out how much energy you've used.
Returning your router
If you’ve got Glide broadband, please ensure you post the router back to:
1 First Avenue
Maybrook Business Park
When leaving Glide, we'll issue a final statement (an account closure) within 6 weeks, this will show your final balance based upon your usage along with returning your deposit to you.
If you don't provide final meter readings, we'll close your account on estimated reads which may be higher than your actual readings. It's always best to take final meter readings when you move out.
If your account closes in debit, we'll issue you a payment plan in the normal way.
If your account closes in credit, all you need to do is provide us with a valid UK bank details so that we can repay you. You can provide this information securely through your online portal.
If your account is in credit but one or more of the other tenants has a debit balance that hasn't been paid, please ask the other tenants to pay their debit balances so we can process your credit.
How long does it take for my account to be closed and to receive my final statement?
We will close your account within 6 weeks from the date on which your Glide account ends (or from when you provide final meter readings if this is later). Please note that if you don’t inform us until after you’ve already moved out, this will take from 6 weeks from the date you informed us of your tenancy ending.
It is really important that you provide final meter readings on the day that you move out of your home and remember to return your router if you have Glide broadband.
What is a broadband cease charge?
If you have received a broadband cease charge as part of your closing balance, this is a charge we receive from our suppliers for sending an engineer to your local telephone exchange to unplug your service. The current price of this cease charge is £29.99 per property.
I've not joined Glide so why are you billing me?
If you’ve just moved into your new home or are responsible for a property where the previous tenants used Glide, we’re still making sure your place has heat and power so you’re able to charge your phone, take a hot shower and chill/cook your food! We can't stop providing your energy unless you transfer to another provider- it's the law.
Your property will automatically be given a temporary Glide Lite account – simply sign up to Glide to convert your account and receive the full benefits such as split liability!
My landlord pays the bills so why are you contacting me?
This is probably because we had not been informed that your tenancy was bills inclusive. Please simply drop us an email confirming your landlord's contact details so we can get in touch with them directly (the same goes if you are being billed but your letting agent should be responsible) or send us a copy of your tenancy agreement to confirm you are not responsible.
Where did you get my personal details from?
Your landlord or letting agency are legally obliged to provide the bill payers’ details to the energy provider.
It is also possible that one of your housemates has registered an account with us and provided your personal details this way.
Please see our Privacy and cookies policy for more information on how we look after your data.
How long does it take to switch to a full package?
If you'd like to sign up with Glide, we will upgrade your temporary account to a fixed account. We can add your housemates to your account so you have split liability and you'll be able to add on extra services too (water, TV licence and broadband). This change can be instant, although please allow time for all housemates to sign-up and for broadband services to go live.
What do you want to talk to us about?
Existing Glide customers can manage their account via their online portal, first time log in takes less than 30 seconds. You can review your balance, change your payment details, download copies of previous bills, add meter reads and check your energy usage.
Alternatively, if you want to contact us, the Customer Service team would be more than happy to help.
Have an emergency?
Don't worry, we've got you covered.
What to do if you smell gas or have a power cut.Emergencies