Statements

Online statements/bills

Online statements/bills are available through AVRO Account and are issued on a quarterly basis. AVRO Account enables you to view you current and previous statements/bills, make additional payments and submit meter readings.

Can’t see my quarterly statements in myAvro Account.

If you’re having problems with your AVRO Account and are unable to view your statements, please contact us via:

Phone
0800 6800 795
Email
Twitter
@avroenergy

We will get a member of our technical team onto it and get you up and running as quickly as possible. You will receive confirmation of the problem being rectified.

Paper statements/bills

Paper statements are available on selected Avro energy tariffs. If you are on a selected tariff you will receive a paper statement/bill every quarter. You will also have access to your AVRO Account if you wish to use it.

What is back-billing

A back-bill is a ‘catch-up’ bill sent to you by your gas or electricity supplier to reconcile when you have not been correctly charged for your energy use. Back-bills can be for any amount but there is a code in place defining when and for how far back your supplier can charge you.

The back-billing code

Since 2007 domestic energy suppliers have stopped back-billing customers for energy used more than 12 months ago, if the supplier was deemed at fault for not having sent a bill to the customer.

When does the back-billing code apply?

Every case is assessed on an individually basis but here are some common scenarios where the back-billing code may apply:

  • We have failed to bill you within 12 months (and you have requested bills from us).
  • We have billed you using estimated meter readings instead of valid readings provided by you or a meter reader.
  • We have billed you incorrectly by mixing up meter readings, and failed to act upon information available to put this right.
  • We have failed to do anything about a query or fault you have raised regarding your account or meter and subsequently allowed a large debt to build up on your account.
  • We have failed to reassess your Direct Debit within 15 months, or failed to reassess based on a reasonable estimate.

I think my bill is wrong; what can I do?

If you think we’ve made a mistake on your bill there are a couple of things you can do before contacting us.

Is it an estimated bill or based on a meter reading? If your bill’s estimated, it will be marked as an ‘E’ for an estimated read. If it’s based on a meter reading, it will be marked as a ‘C’ for a customer read.

If it has been estimated, from now on, submit your meter reading through AVRO Account. It’s really simple and try to do this on a monthly basis and you’ll always get an accurate bill.

For help reading your meter see the Meters section above.

Alternatively, you can email us at the address below, with the subject as ‘Meter Readings’ and your message including the following information

  • Account number
  • Name of account holder
  • Supply address
  • Meter readings indicating whether your reading(s) relate to gas and/or electricity

Or give us a call and we’ll be happy to update your meter readings, it may be helpful to have your latest bill handy for convenience.

I’ve done all that; I still think there’s been a mistake.
If you still think we’ve made a mistake on your bill, please get in touch with us via the any of the methods below and we will get a member of our team to investigate further.
Phone
0800 6800 795
Email
Twitter
@avroenergy

Additional services for vulnerable customers

Customer care is of paramount importance at Avro Energy, and that extends to vulnerable customers. To identify households that may be in need additional care, we keep a confidential register called the Additional Service Register. If you require this service simply call us.

Phone
0800 6800 795

Estimating my electricity usage

The EAC is a calculation based on the electricity your property used over the last year and:

  • It is stored in a centralised industry database.
  • It is usually updated twice a year depending on how often your previous supplier submitted meter readings to the database.
  • A typical yearly EAC for an UK average home is 3,100 kilowatts per hour (kWh).
Seasonality change (Profile Coefficients)

This figure represents for example the change in electricity you consume in July in contrast with that in December. We adjust your estimated electricity consumption due to changes in season as follows.

On average, a domestic customer uses 7.03% of their EAC in July and 10.33% in December. To estimate your consumption for July we:

  • Take your EAC of 3,100.
  • Apply the coefficients of 7.03%.
  • Charge you for 217.93kWh of usage.

Please note: there are two profile coefficients for domestic customers and six for business customers. The example above is for the most common domestic profile coefficient — profile class 1.

Estimating my gas usage

Estimating your gas usage concerns two key factors that reflect the energy you’re using:

Annualised Quantity (AQ)

  • AQ is stored on a centralised industry database and is reviewed yearly.
  • It takes into account demand due to variations in weather.
  • A typical domestic AQ is 12,500, which means that a typical domestic customer will consume 12,500kWh yearly.

Annualised Load Profile (ALP)

This figure represents for example the change in gas you consume in July in contrast to that in December. We adjust your estimated electricity consumption due to changes in season as follows.

  • Take your AQ of 12,500kWh.
  • Apply the ALP of 2.26%.
  • Charge you 282.5kWh of usage.

Please note: there is one ALP per region for domestic customers, the example above uses an average of these figures. There are eight ALPs for business customers.