Bills

• 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 1^st 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 glide@glide.co.uk 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.

• Can I reduce the monthly amount I pay?

  Your monthly amount is set to make sure you pay enough to cover your energy and water usage. The amounts you pay each month for energy and water are an estimate of your expected usage for the whole year. You will probably be underusing in summer, this will change in winter – the quote is designed to balance out your consumption.

• 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 part payments.

• 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) or 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 instantly.