We’re here to help

To sign up for our utilities services, simply click here. Follow the prompts to enter your information, choose your preferred services, and complete the registration process.

We require basic personal information, such as your name, address, contact details, and payment information. Additionally, be prepared to specify the services you are interested in, such as gas, electric, council tax, wifi, and water.

You have the flexibility to choose individual utilities or opt for a bundled package based on your needs. Our sign-up process allows you to customise your services to align with your preferences.

We are committed to transparency. Our sign-up process clearly outlines any applicable setup fees or costs associated with the selected services. Review the pricing details before completing the registration to ensure full awareness of any charges.

In most cases, you won't need to provide additional documents during the initial sign-up. However, for certain services, we may request proof of address or identification. Any such requirements will be communicated clearly during the registration process.

Activation times may vary depending on the services selected and your location. You will receive confirmation and specific details via email once the activation process is complete.

Yes, our self-service portal allows you to track the status of your sign-up and activation. Log in to your account to view real-time updates, including the progress of service activation and any pending requirements.

If you're moving out before the end of your contract, notify us in writing by emailing hello@urbanbilling.co.uk. Remember, your responsibility for bills lasts as long as your responsibility for rent. Procedures vary based on whether a new tenant is taking your place, the room is left empty, or if there's excess energy use.

We accept various payment methods, including credit/debit cards, direct bank transfers, and other secure online payment options. You can select your preferred payment method during the sign-up process and manage it through our self-service portal.

Yes, we provide a 14 day cooling-off period during which you can cancel your subscription without incurring any charges. The duration of the cooling-off period and cancellation process details will be clearly outlined in your service agreement.

If your Urban Billing start date is within the next 32 days, we need to start acting on your address during your cooling-off period. Providing express permission allows us to offer services during the 14-day cooling-off period. This permission does not waive your statutory right to cancel within this period, but it may alter the cancellation procedure.

If you encounter any issues, please call us at 0808 164 6428, and we will do our best to resolve your problem quickly. If the issue persists, you can email our Customer Services Department at hello@urbanbilling.co.uk.

First, look outside at the neighbouring houses and see if their lights are on. If not, there may be a fault in your area and you should ring 105 or your Regional Distribution Company directly, even though you're an Urban Billing customer. You can find out how to contact them here.

If the neighbours do have power then you should contact your landlord directly. The most likely explanation is a fault with one of your appliances or a blown fuse.

If you have a fault outside our office hours you can call your relevant Regional Distribution Company. Their information can be found here.

If you smell gas, call the National Gas Emergency Service on 0800 111 999 immediately. Do not call from a mobile phone as this may create a spark which could ignite the gas. Go outside or use a neighbour's phone.

You should also:

• Check the pilot light, then turn all gas appliances off. If the pilot light remains on there may be a gas leak.

• Turn the main gas tap off. You can do this by turning the emergency control valve on the pipe leading into the meter to the 'OFF' position. The gas supply is off when the ridged line on the spindle is across the pipe.

• Open doors and windows to clear the gas.

• Do not use any electrical appliances. This includes turning light switches on or off and using doorbells, mobile phones, or any other electrical switches.

• Do not smoke, light a match or use any other kind of naked flame.

• Do not leave it or expect someone else to call the national gas helpline- you could be putting yourself and others at risk.

• If you need to contact someone out of hours at Urban please email our energy supplier Truenergy emergency@truenergy.co.uk

Priority Services Register (PSR) gives priority attention and support during power outages, severe weather events, or other energy-related emergencies to ensure your safety and well-being. To find out more click here.

To join, simply contact our customer service team and request enrollment in the PSR.

Anyone who joins our Priority Service Register (PSR) is eligible for Priority Assistance during emergancies.

We provide options such as text message alerts, email notifications, or relay services to ensure effective communication tailored to your needs.

If you require alternative communication methods, please let us know when you enroll in the PSR or contact our customer service team to update your preferences.

Our dedicated team can offer advice on energy-saving practices, managing energy usage, and accessing available energy efficiency programs or grants to help you reduce consumption and save on bills.

Simply contact our energy efficiency support team, and they will provide tailored advice based on your specific needs and circumstances.

By joining the PSR, you receive additional protection from disconnection as we work closely with you to establish suitable payment arrangements during unforeseen circumstances.

If you're experiencing difficulties in making payments, please reach out to our customer service team as soon as possible. We're here to work with you and find the most suitable payment arrangement.

We offer various payment options tailored to your needs, ensuring flexibility in managing your energy bills.

Contact our customer service team to discuss your situation and explore the payment options available to you. We're here to help find a solution that works best for you.

Most houses have two meters - one for gas and one for electricity. The easiest thing to do is to send pictures of both meters every month by emailing hello@urbanbilling.co.uk. You can read them yourself and instructions for this can be found further down the page.

Meter readings tell us a lot about your energy consumption and as we will only bill you for the exact amount of energy you use, it is really important that we receive these regularly.

Meter readings are also a useful way for you to keep an eye on your usage. If you are starting to overuse, your meter readings will let us know and we can advise you on ways to reduce your usage to prevent an additional charge at the end of the year.

If you can’t find your meters, your landlord or letting agent is the best person to ask. If you’re not sure what they look like we have a few example pictures below. You can also look in common places where meters may be kept: including cupboards, garages, basements, near the boiler, or in a white box outside the property. If you’re really lost, ask us and we will try to help you find them.

You can download our handy guide on how to read your meters here.

When you send in your meter readings, we add that information to a usage graph. This shows you how much energy you have used in an easy to understand way. The graph has two lines - one black and one blue. The black line shows how much energy we would have expected you to have used by this point in the year and the blue line shows how much energy you have actually used. If the blue line is below the black line, you may be entitled to some money back at the end of the year which is great news! If the black line is above the blue line, you should follow our tips to reduce your energy usage over the coming months to avoid an additional charge. Send in meter readings monthly to make your graph as accurate as possible.

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.

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.

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.

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.

That depends on what date is on the bill. If the bill is from a time when you were not signed up with Urban, 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 Urban contract, please take a photograph of both sides of the bill and send it to hello@urbanbilling.co.uk. We will never ask you to pay for the same energy twice, so we are happy to cover these bills for you.

The process of transferring your energy supply 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.

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.

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 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 with us 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.

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.

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 Urban Billing.

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 or partner) 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.

In order to pay monthly as per the details on your online account, be sure to include the following:

Amount:

Payment ref: {Your account number }

If you’re struggling to pay do not hesitate to reach out to us for assistance. For valuable resources that can guide you through your options click here.

For router installations, we do need someone to be in the property, so please get in touch with us by email after sign-up to let us know some suitable dates. At busy times, the wait for engineer appointments can be up to 3 weeks, so the sooner you let us know the better! If you move into a house that was previously signed up with Urban, we may already have the internet installed, so we will let you know if this is the case.

We provide internet service through our preferred partners: Virgin Business and Vodafone, operated by Glow Telecom. For Virgin customer support, call 0800 052 5761. Glow technical support can be reached at 020 3006 9898. Your account details can be found on your Urban Billing account, but if you can’t find them just contact us at hello@urbanbilling.co.uk. Helpful router setup guides can be found here for Virgin Business and here for Glow-Vodafone.

Please let us know as soon as possible so we can get a new appointment booked for you - the longer you leave it, the further in the future your next appointment will be. Missed appointments generally come with a rearrangement fee of £60, and this cost will be passed directly on to you, so please be sure that someone is in the property when the engineer comes. Some houses like to leave a note on the door with a contact number, particularly if they have a broken doorbell or a particularly big house where they might not hear someone knocking.

Please leave Virgin and Vodafone routers in your properties. All boosters and dongles must be posted back to our office address. You will be charged on your final statement for any equipment that isn't returned, so make sure to clearly label the router with your address or account username. If proof of postage is provided, we are happy to reimburse this cost up to the value of £4 per house.

Our dedicated customer service team is here to help! Get in touch with us and experience top-notch support tailored to your needs. Whether you have questions, concerns, or just need some guidance, we're ready to assist you every step of the way. Click here

Signing up with Urban Billing can save you money and make you more economical with your energy usage. Following a consultation with our tenants, we are able to provide you with some energy saving tips:

• Control your energy through your mobile phone using the Hive to manage your gas usage

• Ask your landlord to buy energy saving light bulbs

• Get dripping taps fixed - they can cost hundreds of pounds a year

• Reduce the temperature of the thermostat by a couple of degrees - this can reduce your gas usage by 10%

• Take showers instead of baths to save gas and water

• Wash up by hand instead of using a dishwasher

We believe that energy is a limited resource, that we need to conserve. At Urban Billing we pride ourselves on the way we help our customers use energy efficiently.

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.