Billing

Your Bill

Connect Saint Helena Ltd's Finance team provide quarterly bills or statements to domestic and business consumers. These are usually despatched to you via post or email. To receive your statement electronically, please get in touch by telephone or send us a request via our online Contact form.

You can also pay your bills by Direct Debit. Once the Direct Debit form has been signed by you and set up, we will send details of the amount on your bill to the bank. Payment will then be made to us from your Bank Account. If you are interested in setting up a Direct Debit then please contact us on our general enquires line 22255 or email [email protected]

Your bill shows the following information:

the readings from your previous bill
the reading on which this bill is based

the date that this reading was taken
the units used for the period

the cost of the units used
details of any applicable service charges, rental fees and taxes.

To view a sample bill in more detail, please click here.

If you are having trouble understanding your bill then please let us know. You can also browse our FAQs below for additional help.

Problems paying your utilities bill
We understand that bills aren't always the first thing on your mind. If you're recovering from an illness, or going through other life changes affecting your finances, please feel free to talk to us about it.

If you have received your bill or reminder letter and you cannot pay your bill, you can call our Billing Coordinator on 22341 or general enquiries 22255 and we will see how we can help you.

Affordable payment plans
We can work with you to create a payment plan that suits you. For example, we might offer you a plan to spread out your payments as weekly, fortnightly, or monthly installments.

And if you receive certain benefits, we may be able to make your life simpler by taking payments for your water bills directly from those payments.

If you need practical support or suggestions on how to lower your usage, feel free to see our water saving tips here and electricity saving tips here or you can request a home visit where we can try to help.

Payment of your bill is due within 28 days and your bill shows the date by which your bill needs to be paid.

If the bill is not paid within 28 days, Connect Saint Helena Ltd may disconnect the utilities supply and take further action to recover the outstanding debt.

We understand that exceptional circumstances can occur and paying your bill in full all in one payment may be difficult. We will need to ask some questions regarding your situation to help us agree an affordable way for you pay the outstanding bill.
You may speak to our Billing Coordinator on the telephone or make an appointment to meet in person to discuss repayment plans. If you would like to meet with the Billing Coordinator but are unable to come to our office due to ill health or disability, we can arrange a time for a home visit.
If you are unable to contact us yourself due to illness or other special circumstances, please arrange for someone else to contact us on your behalf.

What happens if you do not pay your bill and do not contact us?
We will also continue trying to contact you or the person to whom the bill is sent, by letter and by telephone regarding the unpaid balance on your account. However, if the bill remains unpaid and you still do not contact us, the following action may be taken:

We may charge interest on the outstanding debt
We may pursue court or legal action for debt recovery
Any additional costs that are incurred may be added to the amount which you already owe us
Your water and electricity may be disconnected and this cost will be added to the amount that you owe us. Should you pay your debt and require reconnection, you will be charged for this and other conditions may be applied before we can reconnect your utilities.

Disconnection of services and legal action for debt recovery are our last resort and we would prefer to reach an agreement with you to clear the debt. Please contact us as soon as you become aware that you are unable to pay your utility bill.

How or where to pay
Bills can be paid by cash, Bank Transfer, Cheque or by Direct Debit at the Bank of St Helena. Direct Debit Mandate forms can be collected from our Admin Office or the Billing Section at Seales Corner. It is also possible to set up a monthly Standing Order at the Bank of St Helena for a fixed amount. This means that, providing there is enough money in your bank account, a regular amount is paid towards your bill each month. When your meter is read and the actual amount of your quarterly bill is known, you may have under or over-paid. If you have underpaid, you will need to pay the shortfall when you receive your bill. In the case of over-payment, you may carry the credit forward to future bills or apply for a refund. The refund will be made directly into your bank account on the next scheduled payment run. Special payment runs and cash refunds are not available.

Meter reading
Your meter is read on a quarterly basis and your bill is issued on the basis of this reading. There may be circumstances where your bill will be an estimated bill, based on the usage history.

Queries with your bill
If you think that your bill may be incorrect for any reason, you must contact the Billing Coordinator as soon as possible on telephone number 22255. Your bill and the meter reading will be checked and if errors are found, you will be sent a revised bill.

﻿Your Bill﻿

Your Bill