What happens to my money when I make monthly payments?
Your monthly payment goes into a virtual bank account we manage for you, and we use it to pay your suppliers. Find out more about how this works below.
How your monthly payments work and what can sometimes go wrong
When you make your monthly payment, the money goes into your virtual bank account. This is a FCA protected bank account we use to manage payments to your energy, water, or other service suppliers.
We then send payments from this account directly to your suppliers each month. You’ll find a full breakdown of these transactions on your dashboard, so you can track exactly what’s being paid and when.
When payments might not go as expected
⚠️ We haven’t received the initial bill from your supplier
If your supplier hasn’t sent us a bill, or it hasn’t yet been uploaded to your dashboard, we can’t process the payment. The money then sits in this bank account, waiting to be paid to the supplier.
⚠️ The supplier has increased your monthly payment without notification
If your supplier changes the payment amount and doesn’t inform us, the payment we send may be short — causing delays or account discrepancies.
📅 Payments on your preferred date may not always be possible
We aim to pay your suppliers on the date you’ve chosen. However, some suppliers require payment on a fixed date each month, which may override your preference.
⏳ Payment delays due to bank holidays
UK bank holidays can slow down processing times, but we do our best to minimise delays and keep everything on track.
✅ Tip: Regularly check your dashboard for any updates or missed bills. If something looks off, let us know and we’ll sort it quickly.
Your money is safely held and used exactly as intended — to keep your home services running smoothly. If you ever spot anything unusual, our team is just a message away.