Topping up your Metering & Billing payment card is easy, and can be done by visiting any PayPoint store, calling the payment phone line on 020 7074 4332 or by paying online. To top up you will need your PAN number to hand, which is located below the barcode on the back of your Metering & Billing payment card.

A PAN Number is a unique code used to identify users of the Metering & Billing services. To find your PAN number, please refer to your Metering & Billing payment card, where you will find the PAN number located below the barcode on the reverse of the card. You can also contact our office on 0141 422 1112 and a member of staff will provide your PAN number.

· If you lose your card, please contact our office on 0141 422 1112 to obtain a replacement. Please be aware this may incur a charge.

· The minimum amount you can top up is £2.00, up to a maximum of £300.00 in a single transaction.

Please be aware, the billing and metering system installed in your property has charges applied when used. This is standard for all systems. The charges are as follows:

· 30p will be charged for every transaction you make

· This charge will always stay at 30p regardless of the top up amount.

Ø We advise you top up with as much as possible to avoid multiple charges on smaller amounts.

· If you cannot top up your meter and your credit is about to run out, or you have completely run out, the system has an emergency credit facility. This allows you to borrow credit, which will reconnect your supply for a short period of time.

· The first time you top up your card after activating the emergency credit function, the amount of emergency credit you have used will be automatically deducted from the amount credited.

· The emergency credit facility becomes available to activate when your credit value reaches £0.00. If you have an issue with topping up past the time of your emergency credit, please contact us.

· Due to the installation of the new heating system and new legislation being enforced, we will no longer be subsidising heating costs for tenants.

You may now seem like you are paying more than usual. However, this is the standard rate for heating and tenants are now responsible for all heating costs. If you feel you are being charged incorrectly and would like us to check your usage on our system, please call our office.

· If you are finding difficulty in paying for your heating over the winter months, please contact our office on 0141 422 1112 (option 3 and then option 2) to speak with one of our Welfare Rights Officers to check what assistance you may be eligible to receive.