Understanding your Utilities Statement

  • Your utility statement explained

    Your utility statements give you information about your utilities and how much you’ve spent.

    It shows how we work out what you’ve used, what it has cost you and summarises your account.

    When you have multiple utilities, your statement may be longer that’s because we provide a breakdown for each utility, as well as a summary.

    If you have a PAYG meter you won’t receive a monthly or quarterly statement but you will receive an annual summary so you know how much you’ve spent, what you’ve used and other useful information.

    Have a look at our example utility statement for help understanding your account:


    1. Date of Payment: Payments made since the last bill was raised.

    2. Payment card no: Your payment card number.

    3. Statement number: The unique reference for this bill.

    4. Statement date: The date the bill was created.

    5. Heating/Water: The amount owed for the statement period for each fuel. (This is just an example, you may receive a bill for utilities other than Heat or Water too)

    6. Your Direct Debit Details: Details of your next Direct Debit payment. If you do not have a direct debit set up, this section will detail how much you need to pay and the due date of the payment. For more information on direct debits click here.

    7. Your new account balance: The new account balance.


    1. Meter Readings: The type, date and value of the readings used to calculate your consumption.

    2. Price £/unit & Price £/day: Your current tariff which is used to calculate the amount of money you owe for the billing period.

    3. Compare your energy usage to similar properties (graph): A graph showing your consumption compared to your neighbours.

  • Calculate your estimated heat costs

    The Heat Cost Calculator has been developed to help provide customers living on district or communal heat networks an indication of what it would cost to heat a similar sized property using an individual gas boiler.

    The results will not be reliable for customers living on heat networks that do not have heat meters or where the right comparison is electric heating.

    The calculator takes the amount of heat you use (or an estimate if you are unsure) and factors in boiler efficiency, repair and maintenance costs, and the cost to replace a boiler for the size of your property. These costs are included to best achieve a comparison to the costs that are included in your heat bill.

    Visit the Heat Trust website below to use their heat trust calculator. Be sure to also read through their information sheet before using the calculator.

    Click here to view the Heat Trust: Heat Cost Calculator

  • What is a unit charge in my tariff?

    A unit charge is the monetary charge per unit of a utility you use, as measured by a meter.

    For example, if you use 1kWh of heat then you are charged 1 x the Unit Charge; if you use 100kWh then you are charged 100 x the Unit Charge.

    If you have an electricity or heat meter it normally measures in an amount of energy, displayed in kilowatt-hours (kWh).

    If you have a water or gas meter it normally measures in an amount of volume known as cubic-meters or m3.

    The unit charge is designed to cover the variable cost of providing you with your utility supplies and the charge is dependent on the amount you use.

    Your unit charge is not set by mySycous but by your utility provider, who appoint us to administer the system. We are happy to help with any questions you might have, so please Get in Touch, and if we can't help, we're happy to put you in touch with the right person at your utility supplier.

  • What is an availability or fixed charge in my tariff?

    An availability charge is a fixed amount you pay for having access to the utilities provided.

    This is designed to cover all fixed costs associated with providing you access to the energy and utility supplies.

    Examples of fixed costs include any fixed standing charges for fuel supply and the cost of administration. Fixed costs are usually charged in pence per day, so you will see it appear as 30 x £0.10 = £3.00 for a month with 30 days.

    These costs normally do not change with the amount you use so are not included in the unit charge.

    You pay your availability charge whether you use the system or not - it's to cover the cost of having the system available, not you using it.

    Your availability or fixed charge is not set by mySycous but by your utility provider, who appoint us to administer the system. We are happy help with any questions you might have, so please Get in Touch, and if we can't help, we're happy to put you in touch with the right person at your utility supplier

  • What is a tariff?

    A tariff is the charge made for a utility supply and is normally composed of both a unit charge and one or more fixed or availability charges. This tariff will normally be reviewed at least annually, and you will be notified of any change.

    You may have an option to select your tariff, or it may be a single tariff for a utility supply, depending on your utility supplier. You can find details of your tariff through an in-home display if you have one, on your latest statement or just Get in Touch with our team.

    Your availability or fixed charge is not set by mySycous but by your utility provider, who appoint us to administer the system. We are happy to help with any questions you might have, so please Get in Touch, and if we can't help, we're happy to put you in touch with the right person at your utility supplier.

  • Who sets my tariff and charges?

    Your tariff is set by your utility supplier, who employ mySycous to provide a meter management and consumer charging solution. We do not set your tariff.

    The tariff is normally designed to cover the cost of providing a utility supply in the fairest possible way to recover both the variable and fixed costs. We do like to support consumers and will help explain a tariff as much as possible, just Get in Touch. If we're not able to help, we're happy to put you in touch with the right person at your utility supplier.

  • What utilities do I pay for through my In-Home Display device (IHD)?
  • What are estimated meter readings and how are they calculated?

    An estimated meter reading is used when we need to generate a statement for you, but we haven't received an actual reading from your meter.

    All estimates are clearly displayed on your utilities statement.

    This estimate is calculated based on your previous usage, where sufficient data is available, or based on average usage across the scheme across the same period and based on similar properties, where that information is available.

    You are also able to provide a manual reading, just Get in Touch with our team and we'll happily revise your current statement, or update the reading for your next statement. We also notify your utilities supplier when we regularly cannot obtain accurate readings and, with their authorisation, may contact you to undertake a replacement or repair.

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