Can I switch away from Insite Energy to another supplier?

No. Insite is the metering & billing agent appointed by your building's heat supplier or landlord, and heat networks aren't currently part of the gas/electricity switching regime. The only way to leave is to move out of the property. If you're unhappy with the **tariff**, that's set by the heat supplier, ask Insite in writing to identify them so you can complain directly.

Why have I been charged a £44.92 Change of Residency (COR) fee?

The COR admin fee covers Insite setting up your account when you move into a heat-network property. It's sometimes absorbed by the heat supplier; if not, **£44.92** is added to your account. Trustpilot reviewers regularly describe being 'blindsided' by it. You can dispute it via the complaints form, but Insite's COR Fee Policy backs the charge. Check whether your tenancy or lease says the landlord covers it.

What if my Insite Energy bill is wrong or has jumped suddenly?

Submit a manual meter read via the webform, then raise a complaint at insite-energy.co.uk/home/contact/make-a-complaint or email **complaints@insite-energy.co.uk** with photos of the meter and the disputed bills. Pay only the undisputed amount. Insite is allowed to issue back-bills under the Heat Trust Scheme Rules and Ofgem's 2025 Heat Network regulations, but those are normally capped at the previous 12 months.

What if Insite Energy ignores my complaint?

Ask in writing for a **'final response' or 'deadlock letter'**. If you don't get one within **8 weeks**, or you're still unhappy, escalate free of charge to the **Energy Ombudsman** at energyombudsman.org/raise-dispute/insite-energy-limited. Their decision is binding on Insite and they can order goodwill payments. Keep a log of every email, call and webform reference, Trustpilot reviewers report queries going unanswered for months.

Is there a cancellation fee with Insite Energy?

There's no cancellation fee for closing your account, you only close when you move out, and Insite simply issues a final statement. However, the **£44.92 Change of Residency (COR) admin fee** can apply when an account is opened or transferred, and it's sometimes charged on closure to the next occupier. Any outstanding balance must be cleared before Insite will release a credit refund.

How do I contact Insite Energy customer service?

Email **customerservice@insite-energy.co.uk** for general residential enquiries or **complaints@insite-energy.co.uk** for formal complaints. There's no single national number, you need your **scheme-specific phone number**, found by searching your postcode or development on the 'Find your home' directory. You can also use **LiveChat** on the website or **WhatsApp 0333 344 3903**. Postal address: Studio 4, Stuart House, St John's Street, Peterborough PE1 5DD.

Is Insite Energy regulated by Ofgem or the Energy Ombudsman?

From 2025 heat networks fall under **Ofgem's Heat Network (Market Framework) (Great Britain) Regulations 2025**, and Insite Energy Limited is covered by the **Energy Ombudsman** dispute scheme. Ofgem generally doesn't intervene in individual disputes, go to the Ombudsman after Insite issues a deadlock letter or 8 weeks pass with no resolution. Insite is also registered with the FCA for anti-money-laundering purposes only.

Why am I still being charged after cancelling Insite Energy?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Insite Energy account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel Insite Energy When Moving Out.

Q: Does Insite Energy charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Insite Energy and what to expect.

Last verified 19 Jun 2026 · data refreshes daily · sources: google-paa, web-search

The fastest way

Insite Energy doesn't run subscriptions, it's the metering/billing agent for your heat network. You can't 'cancel' service while you live there; to close your account when moving out, submit the Moving Out webform on insite-energy.co.uk or email customerservice@insite-energy.co.uk. PAYG closures take ~3 working days, credit-billed ~21 days.

Or let yoink do it for you.

30 seconds. AI emails Insite Energy, handles retention, chases the refund. You approve once, then sleep.

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Cancelling a Insite Energy order by email

Email the verified address
customerservice@insite-energy.co.uk, yoink-verified working email for Insite Energy (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Insite Energy team,

I'd like to cancel my recent Insite Energy order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Insite Energy plans you can cancel

Pay-As-You-Go (PAYG)
Account closed on move-out via Moving Out webform; change-of-residency processed within 3 working days for PAYG.
Credit Billed (Monthly Billing)
Change of residency processed within 21 days for credit-billed accounts; final statement issued on closure.

Insite Energy’s refund policy

Insite reviews refund requests within 5 working days of submission and, if approved, returns the money to the original payment method. PAYG residents who move out get any leftover credit released automatically within 10 working days. Credit-billed residents need to submit the Refund Request webform (or email customerservice@insite-energy.co.uk) stating the reason and amount. Refunds will be refused if there is money still owed on the account.

“Once your refund request has been received and approved, we will aim to process your refund within five (5) working days. Once complete, the refund will be returned to the payment method from which payment was originally received.”
, Insite Energy terms

5-day cancellation windowPro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated Insite Energy refund guide , same data, but framed around the policy + escalation paths.

Does Insite Energy charge a cancellation fee?

We found no cancellation fee in Insite Energy’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide. If you signed up online within the last 14 days, the Consumer Contracts Regulations give you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling Insite Energy

Based on 2 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling Insite Energy to switch to another energy supplier, Heat networks are not regulated like gas/electricity, you cannot switch supplier. Insite bills you on behalf of your building's heat supplier, so the only way to end the account is to move out.
✕ Refusing to pay the £44.92 Change of Residency (COR) fee, The COR admin fee is contractually charged when you move in if your heat supplier passes it on; Trustpilot reviewers report being 'blindsided' by it but Insite enforces it via the COR Fee Policy.
✕ Ignoring back-bills hoping they expire, Back-billing is permitted under the Heat Trust Scheme Rules and Ofgem's Heat Network (Market Framework) (Great Britain) Regulations 2025; the usual 12-month cap can be extended if the resident is judged at fault.
✕ Calling a generic Insite number to close your account, Insite uses scheme-specific phone numbers, you must look up your development name or postcode on the 'Find your home' directory to reach the correct team.

Cancelled Insite Energy but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Insite Energy, treat it as not cancelled. Email customerservice@insite-energy.co.uk referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Insite Energy’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Insite Energy charges again.

How Insite Energy will try to keep you

Insite Energy may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Insite tells unhappy tariff complainants to direct concerns at the heat supplier, not Insite”
You say: Insite is the metering & billing agent, tariffs are set by your heat supplier or landlord. Ask Insite in writing to identify your heat supplier and forward your complaint, then raise the tariff issue directly with that supplier. Insite is still obliged to log your complaint under its Complaints Policy.
They’ll say: “Disputed bills get parked behind 'we'll investigate' while payment reminders keep arriving”
You say: Pay only the undisputed portion, put the disputed amount in writing to complaints@insite-energy.co.uk citing specific meter reads and dates, and ask for a final response / 'deadlock letter'. Insite must respond per its Complaints Policy before you can escalate.
They’ll say: “Refund delays on credit balances after moving out”
You say: Insite's own refund policy commits to a 5-working-day review and PAYG auto-refunds within 10 working days. Quote those windows back at them in your follow-up email and reference the Refund Policy PDF.
They’ll say: “Stonewalling: complaints raised months ago that 'have been ignored' (per Trustpilot)”
You say: Once you have a deadlock letter, or after 8 weeks with no resolution, escalate to the Energy Ombudsman, who handle Insite Energy disputes. This is free and binding on Insite.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Insite Energy’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Insite Energy’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Insite Energy has ~45 days to defend.

Delete your Insite Energy account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Insite Energy’s account settings, email customerservice@insite-energy.co.uk with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under UK GDPR (Article 17, the right to erasure). They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Insite Energy

Use the **Moving Out webform** at insite-energy.co.uk/residents/manage-account/moving-out/ or email **customerservice@insite-energy.co.uk** with your account number, move-out date and forwarding address. Insite processes change-of-residency within **3 working days for PAYG** accounts and **21 days for credit-billed** accounts, then issues a closing statement. You can't 'cancel' the supply while living there, only the next occupier triggers a real closure.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Insite Energy refund guide. Need a human for something else entirely? The Insite Energy contact guide lists every channel that actually answers.