I'm a credit billing customer

If you are struggling to pay for your services please contact your housing provider or landlord who can discuss the options available to you.

Alternatively, you may want to seek support from support organisations which we work closely with. Click here for details.

No. As the heat for your property is generated from a central source, you cannot switch suppliers.

However, we work with various support organisations to ensure you are protected and treated fairly.

Learn more about these organisations and charities here.

If you are a credit billing customer and pay for your heating by receiving a regular bill, you will be billed in arrears on a monthly or quarterly basis depending on your site.

Please note that payments taken from your account will be under Vital Energi Utilities Limited.

If you are unsure, please get in touch with the team by clicking here

If you have not yet received your bill and you are in a Glass-enabled property, you can monitor your energy usage, spend and pay for your bill using the Glass App & Portal. Visit our Glass App & Portal page for details.

Otherwise, if you are a credit billing customer and pay for your services by receiving a regular bill, you will be billed in arrears on a monthly or quarterly basis depending on your site.

Please note that payments taken from your account will be under Vital Energi Utilities Limited.

If you are unsure, please get in touch with the team by clicking here

If you are in a Glass-enabled property you can download your bill directly from the Glass App & Portal. Click here for details of how to get started with Glass.

Alternatively, please email the Lighthouse team at billing@lighthouse-energy.co.uk to request a copy of your bill.

If you are a credit billing customer and would like to pay your monthly or quarterly bill by regular payments, please contact us at directdebit@lighthouse-energy.co.uk and we will send you a form to complete.

If you are in a Glass-enabled property, you can arrange to pay by Direct Debit through the Glass App & Portal, click here for more details. 

If you have any questions, please contact us at support@lighthouse-energy.co.uk

Please note that payments taken from your account will be under Vital Energi Utilities Limited.

If you are in a Glass-enabled property you can change or amend your Direct Debit in the Glass App & Portal. Please visit the Glass App & Portal page for details.

Alternatively, you can email our team on directdebit@lighthouse-energy.co.uk with details of the changes you require.

If you are in a Glass-enabled property you can cancel your Direct Debit in the Glass App & Portal. Please visit the Glass App & Portal page for details.

Alternatively, you can email our team on directdebit@lighthouse-energy.co.uk

Please carry out the following checks on your heating system before contacting your Housing Association/Services provider.

• Is the timer set on your heating programmer?
• Is the temperature level set to come on automatically once the temperature drops below a certain temperature within the property?
• Temperature isn't set to high on your programmer.
• Check the in-home display for the spend/consumption data.
• Do you have a recent tariff change?
• We advise your room stat is set to approximately 18 – 20 degrees in temperature.

Following carrying out these checks, please contact us at support@lighthouse-energy.co.uk or on 0800 138 4560

• Can I turn the heating on and off when I want to?
  Yes. There is no difference in operation to a conventional boiler system.
• Can I control the temperature the same way as a conventional boiler system?
  Yes. There is no difference in the way you control your system i.e. with a programmer, thermostats and/or radiator valves.
• Can I see how much heat or hot water I have consumed?
  You can view your average heating or hot water consumption on the Glass app, vPro in-home display or Guru Hub by:
  1. Glass Simply tap on the usage screen (graph icon in your Glass app) to see your daily, weekly or annual usage and a usage summary table.
  2. Guru Hub - Can show you information on how you have historically consumed heat by tapping on “Your Account / Usage Info”. You will be able to see your consumption data for up to the last 12 months.
  3. vPro - You can find out which tariff you are on by simply tapping the ‘Tariff’ button on your in-home display.

Within your home is a Heat Interface Unit (HIU) and a heat meter to measure the amount of heat and hot water that you consume.

This meter is read remotely at least once a month. This information is transmitted to us via remote monitoring to avoid the necessity to access your property. These readings are then used to calculate your bill, ensuring you only pay for what you consume and eliminates the task of sending us your monthly readings.

Please refer to the tariffs document in your Welcome Pack for information on how your tariff is calculated. You can review your previous daily, weekly, monthly and annual usage through the Glass app.

Please note that payments taken from your account will be under Vital Energi Utilities Limited.

If you think you are spending too much on your heating, please carry out the following checks.

• Is the timer set on your heating programmer?
• Is the temperature level set to come on automatically once the temperature drops below a certain temperature within the property?
• Check the temperature isn’t set to high on your programmer.
• We advise your room stat to be set to approximately 18 – 20 degrees in temperature.

If you have carried out these checks and have become familiar with your tariff, but still feel that something is wrong please contact the team.

For information on how you can benefit from the Energy Bill Relief scheme, please contact your energy supplier directly as we simply provide metering and billing services on their behalf.

Who is your energy supplier?