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:

  Glide Returns
  1 First Avenue
  Maybrook Business Park
  Birmingham
  B76 1BA 

  Account closure

  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.

  Final balances

  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.

• How do I return my router?

  When you leave Glide, you need to return your broadband router to:

  Glide Returns
  1 First Avenue
  Maybrook Business Park
  Birmingham
  B76 1BA

  You need to do this within 14 days as otherwise we'll charge you for the router as the router belongs to us. You should have received a prepaid postage bag when we send your router - please put the router in this bag to send it back. If you've lost this prepaid bag, don't worry, we will credit your account for the postage up to the amount of £4.00 after proof has been provided.

  IF you have Virgin Broadband through Glide you will need to contact Virgin directly on 0345 454 1111 who will send you a pre-paid bag or arrange a collection. Please be advised they can take up to 2 weeks to send these out so if you are moving out of the property please take the router with you and get the bag delivered or collected to your preferred address.

• Water Usage Correction Charge?

  Water services are provided in two ways:

  1. Rateable Value
  2. Metered

  Rateable value properties shouldn’t differ too drastically at the end of your contract – this is because the usage isn’t measured. The change in price would merely be due to the difference between our estimated quote and the final invoice of the supplier.

  Metered water accounts may see a bigger difference from the amount we quoted to the amount we charge at the end. This will be due to a high/low usage – we will be sent the bill for this from the water supplier direct.

  Like your energy, we will refund money if we have overcharged and request the payment of the difference if we have undercharged.

• How can I get my credit balance refunded?

  If you end up in credit when your account is closed, you need to login to your online portal and provide your bank details and forwarding address on your payments section. We'll then arrange for the credit to be returned to your bank account within 10 working days.

  Please note that if there are any debit balances left on your home's account, we'll first use any credit to pay off any debts.

• How can I get proof that I've paid my bills?

  Glide will send you a confirming document once you provide your final meter readings. This will show the date you have paid the bills until and will confirm the services you have paid for.

  We are also able to provide a letter, addressed to your landlord or letting agent, which confirms you have paid all of your bills up to your tenancy end date. Please get in touch if you would like to request this letter.

• I’m moving home, can I take my Glide account with me?

  Of course you can take Glide to your new property. All you need to do is either call us or sign up the new property on our website and we'll take care of the rest.

  Get yourself on the quote page today!