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Why have I received a bill in the post?

There are typically two scenarios:

1. Your energy account hasn’t switched

When you move into a new home, the property has energy powered by the supplier chosen by the previous occupier. This means your energy could be supplied by any provider. As part of your Homebox package, we’ll switch your energy to one of our chosen providers. This allows us to work out how much to charge you and make sure you’re on the correct tariff.

An energy switch will usually take 3–5 days to complete, but in around 10–15% of cases, it will be blocked by the current supplier. This is normally because there is an outstanding bill to pay before they allow the property to move to another supplier.

This is called an energy objection and as part of it, you’ll often receive a letter showing that a bill needs to be paid. If this happens, upload the bill to your account so we can:

  • Ensure it’s accurate and you’re not being billed for the previous occupier’s usage. This is a common mistake.
  • Contact the supplier to let them know that once the bill has been paid, we’ll be switching to another supplier.
  • Use any funds you’ve paid to us so far to clear the bill.

2. A payment has been missed with the supplier

If a payment hasn’t been received by a supplier, they may send a bill to your address. There are only three reasons a bill hasn’t been paid:

  1. We haven’t received your payment.
  2. You’ve paid us, but the supplier expected their payment before we sent the funds. In this case, we’ll either change when we charge you or ask the supplier to expect the payment on a different date.
  3. We haven’t received your account number from the supplier yet. This means the funds are held in your Homebox e-money account and will be released once we have it. Since your account number is often found on bills, it’s important to upload them as soon as you receive them.