What to do if a supplier gets in touch

Your supplier should contact us, but if something slips through the cracks, here's how to upload it so the team can sort it out.

Upload your bill

How to upload

It's quick and easy to upload any letter, email, text or other correspondence from a supplier.

Check-the-date
Check the date

If it's dated before your completion or tenancy start date, you don't need to upload it 👍

Take-a-pic
Take a picture

Just a quick screen grabs or photo with all the detail clearly visible, please! 📸

 

Upload-file
Upload to your dashboard

Here's the link ✅

Why have I got a letter from a supplier?

The most likely reason is the automated systems suppliers use to contact new residents. 

  • Big suppliers have millions of customers, so it can take up to four weeks for their systems to update, even after your bills package is set up by the team. 

  • If letters, texts and emails come through during this time, it doesn't necessarily mean anything has gone wrong ✅

 

How to deal with letters from suppliers

Check the date

Old-letter

Older bills

Any letters or bills dated before your completion date or tenancy start date are nothing to worry about.

  • That date is when you become legally responsible for the bills at your address

  • Pass these letters on to your agent or landlord 👍
More-recent-letters
More recent letters

If you hear from a supplier after this date, take a pic on your phone and upload to your dashboard. 

Why might I hear from a supplier?

You might be wondering...

What happens to the bills I send in?

They're reviewed by the team and any potential issues are taken up with suppliers on your behalf.

Do I need to pay my supplier?

No, your monthly payment to us covers your chosen services!

Please upload anything from your supplier asking for payment and the team will deal with it for you.

Where should my bills go?

The team gives suppliers the contact info for our office when they're setting up your account so you don't need to deal with anything. 

This is why we've made it as quick and easy as possible to upload anything that comes your way in error.