Usage

• 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.