Why have I received a bill or letter from a supplier?
You may receive a bill or a letter asking you to set up an account if your energy has not switched yet or if a supplier payment is still outstanding. Upload any bill or letter to your Homebox Dashboard so we can handle it for you.
This article applies to any customer who has received a bill, letter or welcome email from a supplier (such as Ovo Energy, British Gas, E.ON, EDF, Octopus or any other provider) asking them to set up an account or to pay a bill.
It explains why you might receive communications directly from a supplier even when Homebox manages your energy on your behalf.
Why this happens
There are two common reasons why you may receive a bill, statement, or letter from a supplier, especially shortly after joining Homebox or moving into a new home.
No matter the reason, please upload the bill or letter to your Homebox Dashboard, and we’ll take care of the rest.
👉 Upload here: Supplier Bills
1. Your energy account hasn’t switched yet
When you move into a property, the energy supply automatically stays with the supplier chosen by the previous occupier. As part of your Homebox package, we arrange for your energy to switch to one of our partnered suppliers.
An energy switch normally takes 7–14 days, but around 10–15% of switches are delayed because the current supplier blocks the switch. This is known as an energy objection.
Why an objection happens
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There is an outstanding bill left by the previous occupier.
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The supplier needs a meter reading to verify usage.
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The supplier’s system has not fully updated the move-in details.
What you may receive
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A letter asking you to set up an account
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A bill addressed to “The Occupier”
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A notice showing an unpaid amount
What you should do
Upload any bill or letter to your Dashboard.
We will:
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Check that the charges are correct and not for the previous occupier
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Contact the supplier to confirm the switch is underway
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Use funds already in your Homebox balance to clear the bill if required
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Complete the switch as soon as the objection is resolved
This ensures you’re billed only for your usage, and your switch can proceed smoothly.
2. A supplier payment has been missed
If a supplier doesn’t receive a payment on time, they may send a reminder, a bill, or a request to set up an account. This can happen even when you pay Homebox correctly.
There are three reasons a supplier payment may appear as missed:
(a) We haven’t received your monthly payment
If your Direct Debit fails or pays late, a supplier may send a bill.
We automatically retry your Direct Debit up to three times.
(b) You paid Homebox, but the supplier expected their funds earlier
Sometimes a supplier’s billing cycle doesn’t match the Homebox payment cycle.
If this causes a missed payment notice, we will:
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Adjust when we charge you each month, or
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Ask the supplier to amend their collection date
(c) We are waiting for your supplier account number
Your payment may be safely held in your Homebox e-money account if the supplier hasn’t yet issued an account number. This happens often during new account setups.
⚠️ Important: Supplier account numbers are often shown on bills.
Uploading any bills helps us match your account quickly and push out payments without delay.
What you should do
Regardless of the scenario:👉 Upload any bill or letter to your Homebox Dashboard immediately.
This allows us to verify the details and make sure the supplier receives the correct payments.