Billing and Payments

What does everything on my bill mean?

You can view and download an explanation of your bill by clicking on the following link.

Can I change supplier?

Your heating, hot water and chilling are supplied from a centralised location within your development, serving the entire development.  

Further information can be found in our What is Communal Heating? FAQ.

This means that individual apartments cannot change supplier for heating, hot water and chilling.  Your supplier can only change if the entire development changes supplier.

Communal Energy Partners always aim to secure the best gas prices for any development, ensuring that we deliver competitive rates to our customers.

Can I get a copy of my Welcome Booklet?

You can download a copy of the new style booklet below.

If you need a hard copy please contact our Customer Service Team

How do I pay my bill?

Communal Energy Partners offer several types of payment services:

1. Variable direct debit – You can set this up over the telephone. Please call CEP's Customer Service Team on 0330 088 3607.

2. BACS–you can make a direct payment through your online bank account to Communal Energy Partners Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

3. Cash Payment – you can also make cash payments at any Barclays Bank to Communal Energy Partners Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

4. Telephone -To make payment by debit or credit card by telephone, please contact CEP's Customer Service Team on 0330 088 3607.

5. Online - Via our secure online Payment Portal here. 

How do I set up a Direct Debit?

We can now accept Direct Debit applications over the telephone without a paper mandate.

If you have a UK bank account and it is not a joint account you can call us on 0330 088 3607.

How do I know if my Direct Debit had been set up?

Once we have received and submitted your Direct Debit mandate you will receive a confirmation letter or email (depending on the details we have for you). 

In the case of Direct Debits set up over the phone you will be asked for an email address so we can send confirmation details immediately to you.

Emails and letters include your payment details and a copy of the Direct Debit Guarantee.

If the details you receive are incorrect please contact us immediately on 0330 088 3607.

I have never received a bill

If you have not received a bill you may not be registered as living at your property or we may not have your correct address.

Your lease agreement will usually set out the consequences for non papyment of bills, so it is important that they get to you correctly.

Please contact our Customer Service team on 0330 088 3607 and we will be able to look in to this further for you.

What do I do if I am moving in or out of a property?

The Leaseholder has a responsibility to inform us if they move, or sub-let a property.

If you are a Leaseholder please contact us for a Tenancy Management Form which you must complete and return to us via one of the methods below.

If you are a Tenant please arrange for the Leaseholder/Landlord/Lettings Agent to complete a Tenancy Management Form and return it to us via;

Email at tenancychanges@cepartners.co.uk :

Or post to;

PO Box 271
Liverpool
L22 0XA

If you are moving in or out of the property, please ensure that you also take your start or end meter reading and notify Communal Energy Partners. We will then either set you up on the billing system or prepare a final bill. You should also provide a forwarding address so that your final bill can be sent to you.

I am on Direct Debit how will my final balance be collected?

Your direct debit will be cancelled when your account is closed, therefore your final payment will need to be made by bank transfer or payment over the telephone. Please see How do I pay my bill? for more options.

What is a Fully Managed service?

Communal Energy Partners offer a complete and convenient solution to the complex challenges of communal energy management. 

Our fully managed service is designed to help you overcome the common challenges of managing communal energy. Currently, more than 10,000 residential and commercial units benefit from Communal Energy Partners’ fully managed service.