Where can I get information if I’m having trouble paying my bill?

Please click here.

What is Huddle? Why wouldn’t I just go directly to my supplier and organise my bills with them?

Huddle takes all of the stress out of organising your bills and gives you one simple payment with no hidden surprises, no hassle and no fuss. We offer great value, friendly customer service and - perhaps most importantly - financial security. With Huddle, you can always be certain of how much you will pay each month. You will never be surprised by huge winter bills and you are only liable for your share of the bills, which means no more chasing housemates for money! Being a Huddle house is quicker, easier and gives you a peace of mind that the traditional suppliers can’t.

How do I sign up with Huddle?

Most of our houses sign up either online or through their landlord/letting agent. Either way, it’s a very simple process, and we are on hand to help every step of the way. Remember to let us know if someone recommended Huddle to you, as they can then take advantage of our refer-a-friend scheme!

If I move house, can Huddle move with me?

Of course - just contact us with your new address and we will arrange for a Huddle transfer to your new property.

Can I sign up by completing a paper form?

Yes, it can be downloaded here

Do I get a starter pack?

Yes, it can be downloaded here

What happens at the end of my Huddle contract?

After your Huddle contract has ended, we will use your final meter readings to create a final statement. This will be sent to you by email 3-8 weeks after the end of your tenancy and will show a breakdown of all of your costs and usages throughout the year. If your final statement shows that you are owed money, we will get this back to you by bank transfer. If an additional payment needs to be made we will arrange for this to be taken within 14 days of the statement being received.

I'm moving out part way through my contract - what happens next?

The first thing to do is give us notice in writing by emailing us at info@huddle.uk.com. Please remember that your responsibility for the bills lasts as long as your responsibility for the rent.
If a new tenant is taking your place we will need to you to provide us with that tenant’s details along with their move-in date and the meter readings on that date.
If your room is being left empty and the other tenants are willing to pay your share of the bills we will need written confirmation from all of them. They should provide the date you are no longer responsible and the meter readings on that date.
If your room is being left empty and the other tenants are not willing to pay your share of the bills we will still require you to pay your Huddle payments until either a new tenant moves in or your tenancy ends.
If you haven't used all of the energy you've paid for, we will refund the excess. Likewise, if you've used too much energy, you will have to pay a final bill

I signed up to Huddle but now I have changed my mind? What can I do?

You have a 'cooling off' period of 14 days after you sign up with Huddle. Please confirm your desire to cancel in writing to the following address:
Huddle Utilities Ltd,
Gable House,
239 Regents Park Road,
London
N3 3LF
We require all tenants in the property to confirm they wish to cancel Huddle to affect the change. Please refer to our terms and conditions for exceptions, but we normally require a 30 day notice period. If you want to change your energy provider then the process can take around 6 weeks. There will be a final balance when you leave Huddle. If we owe you money then we will arrange to pay you back within 30 working days: if you If we owe you money then we will arrange to pay you back within 30 working days: if you owe us money, then we require full payment before we cancel your contract. Please refer to our terms and conditions for more information.

Why do I need to give permission to supply my house during the 'cooling off' period?

If your Huddle start date is within the next 32 days, we will need to start acting on your address during your cooling off period. Without express permission, we cannot provide services during the 14 day cooling off period. By giving us permission to work on your account during this time, we can get your house up and running quickly and at the most convenient time for you. You can do this with the tick box provided during sign up. This box will only display if this applies to you. This permission does not waive your statutory right to cancel within this period, though it may change the cancellation procedure should you choose to exercise that right.

I have a problem, what do I do?

First, please call us at 0113 880 0853 and we will do what we can to resolve your problem as quickly and efficiently as possible. If your problem is not resolved following the phone call, please email our Customer Services Department at:info@huddle.uk.com or complete this complaint form and we and we will work alongside you to come to a resolution. As part of our commitment to provide high quality customer service, we endeavour to deal with any complaints submitted to us in writing in a fair and expedient manner.

Is my energy usage unlimited?

No, but you only ever pay for what you use! We use estimates to calculate your monthly payments - which is why it's so important that you send us accurate meter readings when you move in. We also ask that you send in monthly meter readings to keep a close eye on how much energy you are using.

How have we estimated your energy consumption?

We base your estimated usage on the industry standard, which is an average based on the energy consumption of many different houses across the country. The amount of energy allocated to you is dependant on the number of tenants in your house.

How are water charges determined?

The water cost provided in your quote is an estimate: you will actually be charged the bill amount plus a weekly admin fee of £2.20 per house.
Water can be billed in one of two ways, either metered - where you pay for the amount of water you use - or rateable, which is a fixed monthly cost regardless of usage. Every house has a different rateable value, so it is impossible for us to estimate what your exact monthly water bill will be. Our quoted prices are based on area averages (as well as our own experience) and are the appropriate payment amount for most houses.
If, after we begin receiving bills, it becomes clear that your house has a very high or low monthly cost, we may contact you to discuss increasing or decreasing your payment plan to reflect this. If your rateable value is high, you may also want to speak to your landlord about the possibility of installing a water meter.
Please be aware that Huddle does not set these costs - they are decided by your local water company and you would pay the same amount if you were to go to them directly.

Could my bill amount be different whilst I am with Huddle?

We will only ever bill you for services we are providing. If, for example, you are waiting to be connected to broadband, we won't bill you for it. We will only start charging you for broadband once your account is live, and any excess will be refunded to you as part of your final statement.

I am with Huddle, but I have received a bill from another energy supplier. Do I have to pay this?

That depends on what date is on the bill. If the bill is from a time when you were not signed up with Huddle, then you or the previous tenants may need to pay the bill - this is something you would need to discuss with your landlord or letting agent. If the bill arrived during your Huddle contract, please take a photograph of both sides of the bill and send it to info@huddle.uk.com. We will never ask you to pay for the same energy twice, so Huddle are happy to cover these bills for you.

Why have I received this bill?

The process of transferring your energy supply to Huddle from your previous supplier can take anything from 3-8 weeks (and sometimes even longer if there is an outstanding issue such as a debt left on the account by previous tenants). Therefore there is sometimes an interim bill which will go directly to your address. It's nothing at all to worry about, but we do need to receive a copy of the bill before we are able to pay it on your behalf.

I have made all my monthly payments, so why do I need a final statement?

Your payment plan is based on estimated usages for gas, electricity and water. This means that at the end of your tenancy we need to reconcile the difference between what you have paid and the amount of energy you have actually used. If over the course of the year you use less gas and electricity than our estimates, then you will be refunded the difference. If you have used more, you will be billed for the excess.Last year over 80% of our houses used under expected levels and ended up receiving money back at the end of their tenancy - maybe this year you can be one of them!

Virgin Technical Support:

Call 0800 052 5761
You will need your account number, name on the account (Huddle Utilities Ltd), address details and router MAC address (on the back of your router).

Before contacting your provider, we recommend you perform a hard reset on the router by holding a pin in the reset point at the back for 30 seconds as well as a WIRED speed test using an ethernet cable connected to ONE device.

Glow-Vodafone Technical Support:

Call 020 3006 9898 and press option 3.
You will need the Huddle Account number 36966, circuit reference number and address details. You should ask for the fault ticket reference number so you can call back to discuss the issue further.

Please do not hard reset a Glow router as this will change the factory settings within the modem.

Why does my payment plan start from my tenancy start date and not from the date I move into the property?

Certain costs (such as standing charges for your meters and water bills) occur regardless of whether anyone is in the property, and tenants are liable for these costs from the first day of their tenancy. If you choose a Huddle start date after the start of your tenancy, then you will get energy bills from the previous supplier even if you haven’t moved in. It makes sense to save yourself the hassle of paying one supplier then switching to another, so we recommend that you sign up to Huddle from the start of your tenancy. If your start date has already passed, we are happy to backdate payments for you.
Paying from the start of your tenancy doesn't mean you are paying for nothing - any amount you pay towards energy that isn’t used in the summer will be added to your account as a credit. You can then use a little bit more energy in the winter without going over our allowances, and any extra at the end of the year will be refunded to you alongside your final statement.

Why do I have a lump sum payment when I enter my card details for the first time?

If you entered a back-dated start date, or are late entering your card details, it is necessary to pay a lump sum payment in order to bring your account up to date. We understand that you may not have the funds available to pay for a lump sum, so we can incorporate it into your monthly payment plan or set up instalments - whatever is best for you!

My housemate has not paid, what do I do?

If your housemate doesn't pay bills during the period of your Huddle contract, we will follow up with them to ensure they pay their share. We will never ask you to cover the cost of your housemates, as you are only ever liable for your share of the bill. The only exception to this is if a housemate never signs up and we have no contact information for them. In this case, we may need to get in touch to amend your payment plan accordingly, but this is not something we would do lightly.

Do you require a deposit?

Apart from in exceptional circumstances which we will discuss with you if necessary, we do not ask you to pay a deposit when you sign up for Huddle.

How do I set up payments?

You will need to register your payment card details with us as part of the sign-up process. You can also do this on your online account anytime. If a third party (e.g. parent) is paying on your behalf, they can also register their card. The benefit of paying by card rather than standing order is that you will never receive a failed payment charge from your bank if you have insufficient funds. We will not provide you with any utilities until at least 2 tenants have set up payments with us.
If you do decide to pay by standing order, be aware that your bank will charge you between £8 and £25 for any failed transactions due to lack of funds. A failed card payment does not incur these charges.
The bank account details required to pay by standing order are as follows:

Huddle Utilities Ltd
40-05-07
61460994

In order to pay monthly as per the details on your online account, be sure to include the following:
Amount
Payment ref: {Your Huddle account number }

- As part of our commitment to provide high quality customer service, we endeavour to deal with any complaints submitted to us in writing in a fair and expedient manner. Please complete this complaint form and we will resolve your complaint as quickly and efficiently as we are able.