I am struggling to pay my bills. Who can I speak to?

We realise sometimes things can get in the way of paying your bill. If you’re having any difficulty, just get in touch and we can try and help by setting up a payment plan. Call us on 01869 717200, 8am-6pm, Monday to Friday and our team will be happy to help.

If we don't hear from you or receive a payment, we'll send you a reminder.

After this, if we still don't hear from you, we'll try to contact you. In some cases, we might also try to visit you at your business or home address to work out the best way to pay, but we'll add the cost of this visit to your account.

We may pass your details to our debt recovery partner which could add further costs to your account.

Could my energy supply be cut off?

Disconnection is only ever used as a last resort where customers will not pay their bills. If we must force entry to your property to access the meter, we may take the case to court to obtain a warrant to enter your business. Sometimes it is not necessary to access the meter to disconnect it so we may not always obtain a warrant.

Before disconnection we will try to understand your circumstances and set up an affordable payment plan. Advice agencies usually recommend that you treat gas and electricity bills as a priority debt, and that as soon as you realise your business is having difficulty paying its bills, just get in touch with us.

How can I have the energy reconnected?

If a meter has been disconnected and you wish to arrange reconnection, you may need to pay a non-refundable connection fee before this can happen. If we’re concerned about your ability to pay future bills, we may also ask you to provide a refundable security deposit as a condition of re-connecting the energy supply to your business.

After we have received payment, we will ask the engineers in your area to book the reconnection. The engineers are not directly employed by Valda Energy so we are not able to influence their availability. Depending on the type of meter you have at your property, this could take between 48hrs and 12 days and you may need to be at the property to allow them access to the meter.

If you would like free and independent debt advice about energy or other bills, contact Business Debtline. 

Business Debtline provides advice and resources to help people deal with their business finances and business debts. Run by the national charity the Money Advice Trust, Business Debtline offers practical self-help; empowering people to speak to creditors directly and put solutions in place to resolve their business finance and debt problems. 

They can help you work out a budget plan for your ongoing debts and ways to pay off your balance. You just need a list of your incomings and outgoings and your energy bill handy.

Business Debtline’s objective is to help you overcome any trading problems and to help your business to continue trading. We will take any advice from Business Debtline into account when setting up your repayment arrangement.

You can call the Business Debtline free on 0800 197 6026 from Monday to Friday 9am - 8pm. They will help you to:

  • Complete a Business Budget sheet
  • Identify priority debts (e.g. gas / electricity) and non-priority debts
  • Set up affordable repayment plans with all creditors


You can access their advice at their website www.businessdebtline.org

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