Setting up or Closing your Account

  • Who is mySycous and what do we do?

    We have been appointed by your utility supplier to provide a meter management and consumer charging solution for one or more utilities. Your utility supplier is likely to be the building owner, a managing agent or housing provider.

    mysycous resident

    We will be responsible for managing your PAYG meter or raising statements based on your usage. We collect monies and undertake credit control activities, transferring all funds to your utility provider on a monthly basis. We will handle your account and queries, responding as effectively as possible, as well as working with your utility provider.

    We may maintain some or all of your utilities system but all maintenance issues should be notified to your maintenance provider, building managing agent or housing provider in the first instance.

    We are not responsible for the setting of tariffs or charges.

    We are committed to providing excellent levels of support to you and to be transparent in all our actions. You can find more details on our Customer Service Pledge, as well as details on our Complaints Procedure in the event that your expectations are not met.

    If you require any further information, please Get in Touch with our support team or check out our other frequently asked questions.

  • How can I set up my online account?

    You can Click Here to activate your online account now. Activating is easy but you'll need an email address and your mySycous account details which can be located on your bill, if you’re having trouble locating your account number please visit How can I find my account number? Once activated you'll no longer receive statements and other correspondence in the post, instead you'll receive an email notification whenever a new statement or other correspondence is available online.

    Once activated, you can also download our Mobile App for iOS and Android and manage your account wherever you are.

    If you have issues, please just Get in Touch with our team.

  • I’ve just moved into a property, what do I need to do?

    Welcome to your new home, we hope you’re settling in!

    As you are connected to a heat network or other private utility network for one or more of your utility supplies, your utility supplier is likely to be the building owner, a managing agent or housing provider. mySycous is appointed by your utility supplier to provide administration services. You can find out more about mySycous and what we do in our About Us page.

    In the meantime, we can help set-up your account and ensure you are charged accurately for the utilities you use. Just complete a few details on our Online Form and we'll confirm when your account has been set up, or if we need any more information.

    You might also be thinking about tariffs, switching and how that works on a heat network or private utility network. You can find out details about this in our Help and Support pages.

    You can also check out our downloads section for a range of useful user manuals and guides to reading your meter, PAYG meter and other useful information.

    If you have any other questions, please just Get in Touch with our team and we'll be happy to help.

  • I’m a mySycous resident, what happens next?

    Welcome to mySycous!

    Below is an expected timeline of events for your journey as a mySycous Resident, depending on whether you top up a Pay-As-You-Go (PAYG) meter or receive bills each month.

    If you top up a Pay-As-You-Go (PAYG) meter your journey with us should look like this:

    Date Activity
    Account Start Date Your Pay-As-You-Go (PAYG) service begins.
    Account Start Date to 30 Days A Welcome Pack will be delivered to your home including;
    • Key Facts Letter including frequently asked questions, payment information, tariff information and contact information.
    • Any instruction manuals you may require to operate your system.
    • A payment card for topping up your Pay-As-You-Go (PAYG) meter at any PayPoint store.
    Account Start Date to 14 Days You will receive an invitation to sign up to your own resident portal. Here you will be able to access utility data, view meter readings and consumption, view and download statements and track account balance and transactions.
    Account Start Date +14 Days mySycous may contact you to make sure you aren’t having any trouble making payments.
    Account Start Date +365 Days You will receive an Annual Statement for your utility account displaying a total spend and current balance for the past year.
    Account End Date You will receive a notification of your closing balance for your PAYG account.

    If you receive bills each month your journey with us should look like this:

    Date Activity
    From Account Start Date Your first bill run will begin.
    Account Start Date to 30 Days A Welcome Pack will be delivered to your home including a Key Facts Letter including frequently asked questions, payment information, tariff information and contact information.
    Account Start Date to 14 Days You will receive an invitation to sign up to your own resident portal. Here you will be able to access utility data, view meter readings and consumption, view and download statements and track account balance and transactions.
    Account Start Date +14 Days mySycous may contact you to make sure you aren’t having any trouble making payments.
    Account Start Date to 7 Days Electronic Direct Debit mandates will be delivered to you if you would like to set up a direct debit to pay for your bills.
    Account Start Date +14 Days mySycous may contact you to make sure you aren’t having any trouble making payments.If you’re struggling, we might ask if you would like to set up a Direct Debit if you haven’t already. mySycous will be able to send you a Direct Debit mandate by post if you would prefer to fill it in in this way.
    Account End Date You will receive a final bill for your utility account.
  • I’ve just moved out of a property, what do I need to do?

    We know moving to a new house is a stressful time, so we try to keep it simple.

    Please complete a few details on our Online Form and we'll confirm when your account has been closed and the final statement generated, or if we need any more information. We may need to ask for evidence to confirm your move-out date, but this can normally be confirmed by us contacting the utility supplier, who may also be your managing agent, building owner or housing provider.

    If you have any other questions, please just Get in Touch with our team and we'll be happy to help.

  • My move-in date is incorrect, what can I do?

    Your move-in date should be the date you became responsible for payment, which may be the date on your lease, tenancy agreement or your completion date, if you are a leaseholder or freeholder.

    This date may be before you moved into your home and some charges such as fixed daily charges or usage charges may be incurred during this time. You will be liable for these charges.

    If this date is incorrect, please just Get in Touch with our team and we'll happily help get this resolved for you. We may need to ask for evidence to confirm your move-in date, but this can normally be confirmed by us contacting the utility supplier, who may also be your managing agent, building owner or housing provider.

  • I think I’ve overpaid on my utilities, how do I get a refund?

    Please Get in Touch with our team and we'll be able to check your account balance and arrange a refund. All refunds are provided by BACS and will be paid to a UK Bank Account in the name of the account holder.

    All refunds will be processed within 7 days. If there are any issues we will contact you immediately to keep you informed.

  • I’ve just moved into a property, how do I clear the debt on my PAYG meter?

    Don't worry! We can get this sorted for you.

    If you have just moved in and a debt is showing on the 'pay-as-you-go' (PAYG) meter, just Get in Touch with our team.

    Our team will need to make sure your account has been set-up. We'll make sure you're not out of pocket for any charges incurred before you became responsible for payment. Whilst we are sorting your account we will remove this debt from the meter.

    If you are found to be responsible for some or all of this debt, then this will be added to the PAYG meter as a debt balance or balance deduction.

    You can also check out our Help and Support pages for a range of useful user manuals and reading your meter, PAYG meter and other useful information.

  • How can I read my meter?

    Your meter should show either a digital or mechanical counter display.

    Care should be taken when reading your meter to identify any decimal places, which may also be indicated by a different size or colour counter.

    If your meter screen is blank, you may need to push a button to show the meter reading. Digital displays may show information other than your reading. Your meter reading will normally be the default display.

    It is also worth checking information in this section for other information about your meter, including How can I locate the meter in my property?.

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