How can we help you?

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.

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.

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.

Once you have become a mySycous customer be sure to check out How can I set up my online account? To learn how you can make the most out of your utility account.

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

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:

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

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.

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.

If your account is in credit we are happy to process a refund if;

• Processing a refund will not bring your account into debt.
• Your most recent bill was generated using an up-to-date meter reading.
• Your account is in credit of over £5.
• Your payment was made online, over the phone or by direct debt.

If your account is in a credit of under £5 and you have moved out of the property and are no longer liable for the utility bills, you may request a refund directly from your utility provider as we will no longer hold the funds available to process the refund following the change of tenancy.

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

A refunded payment can only be refunded to the same account it originated from.

To request a refund, please contact our office either by telephone 0333 880 3115 or by email to hello@mysycous.com so that we can confirm the necessary details before any refund is completed.

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.

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?.

To learn more watch our ‘How does a Heat Meter work?' video below: