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How much of my PAYG credit will go towards repaying my debt?

We’ll decide together, so it’s the right amount for you – we don’t want to create any headaches.

Before we add any debt to your meter, we’ll chat to you about much you can afford to repay, how often you can make repayments, and how long it could take you to clear your debt.

If you’re on income support or a low income, we’ll always bear that in mind when we agree how quickly you’ll repay your debt. But if we can’t get hold of you, we’ll set a rate we think you can afford to repay, based on what you’ve already told us about you and your home.

Once we’ve sorted out a regular payment with you, we’ll simply take that amount from the credit on your meter. So the credit on your meter will drop by:

  • The amount of energy you’ve used.

  • Our daily standing charge.

  • Your agreed debt repayment.


And it will go up by the amounts you top up.

Even if you’re away and not using any energy, you still need to make sure there’s enough credit on your meters to cover your standing charge and debt repayments. Otherwise you might come back to find you’ve run out of gas or electricity – or both.


I’ve forgotten how much I’m paying – how can I find out?

For Smart PAYG+, just look in My Boost or the Boost Energy app.

For Smart PAYG Standard (when you don’t use the Boost Power app), look at your IHD.

For Traditional PAYG, you need to look on the meter with the debt:

  • Your electricity meter – press the button and scroll through the screens until you get to screen ‘F’ or ‘4’. It’ll show you how much standing charge and debt your meter is taking every week.

  • Your gas meter – put your card into the meter and press the red ‘A’ button until you get to screen 25. This’ll show the minimum amount we would take each week while screen 26 will show you the maximum. Screen 27 shows you how much debt is left.


Find out more about using your meter screens.


What happens if my energy is disconnected for a while and then reconnected?

We don’t take any standing charges or debt repayments while your energy is disconnected, or when you’re using emergency credit. So those charges will come off as a lump sum when you next top up.

For Smart PAYG+, you’ll need to be in credit for your energy to reconnect. That means your top-up needs to cover your standing charges, debt repayments and any emergency credit you’ve used to get back on supply. So make sure you check your balance first.

For Traditional PAYG, there’s no minimum credit amount. You just need to top up enough to cover the emergency credit you’ve used, and any standing charges and debts that weren’t paid while you were off supply.


What happens if I find I can’t manage the agreed amount for repaying my debt?

Please talk to us and we’ll do all we can to help – 0330 102 7517.


How can I keep my energy costs down?

We’ve partnered with the Centre for Sustainable Energy to give you free and impartial advice on cutting your energy costs. Just:

  • Call 0800 408 6601 – or 0117 934 1999 – with your Boost account number.

  • Or email ovo@cse.org.uk


Where can I get independent advice about debt or money worries?

You can call us with any questions about your bill – 0330 102 7517.

But for independent advice or help understanding your rights, visit Citizens Advice or call them for free on 03454 04 05 06.

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