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

When you move into a property on an Insite-billed heat network, a **£44.92 COR administration fee** can be added to your account to cover account setup. Whether you pay it depends on your heat supplier — some absorb it, others pass it to residents. It is set out in Insite's COR Fee Policy. If you believe it was charged in error (e.g. your landlord agreed to absorb it), email customerservice@insite-energy.co.uk quoting your scheme and PAN, and ask Insite to confirm in writing whether your heat supplier opted in.

Can I get a refund on a disputed bill?

Yes, but it goes through the complaints process, not the refund form. Trustpilot reviewers describe submitting spreadsheets of bills with sudden 3–4x consumption jumps. Email customerservice@insite-energy.co.uk with your PAN, the disputed bill numbers, and meter readings on those dates, and submit a complaint via the webform. Ask Insite to suspend payment reminders while the dispute is open. Back-billing is **limited to the previous 12 months** in most cases under Heat Trust Scheme Rules and Ofgem's 2025 regulations — useful leverage if historic bills are being chased.

I'm moving out — what do I need to do?

Submit Insite's Moving Out webform (insite-energy.co.uk/residents/manage-account/moving-out) at least a week before your move date with: move-out date, final meter reading, forwarding address, and your 19-digit PAN. PAYG accounts are closed within **3 working days**, credit-billed within **21 days**. Any credit balance can then be refunded via the Request a Refund form (5 working day review). If the new resident hasn't yet registered, your account stays open and you'll be billed until Insite receives their details from the heat supplier or landlord.

Does Insite Energy give refunds for high winter bills?

Not for accurate consumption — Insite is only the billing agent, so tariffs are set by your heat supplier. Refunds via the webform cover credit balances, overpayments, or duplicate top-ups (reviewed in 5 working days). If you believe usage is wrong (e.g. a meter fault or the triple/quadruple jumps Trustpilot reviewers describe), raise a complaint and ask for the meter to be checked. If the dispute isn't resolved within 8 weeks, the Energy Ombudsman can order a goodwill payment or correction, even though it cannot reset the underlying tariff.

How do I contact Insite Energy customer service?

Email **customerservice@insite-energy.co.uk** for residential enquiries (Insite aims to reply within 24 hours). For phone, search your postcode or development name in the Directory at insite-energy.co.uk to get your scheme-specific number — Insite doesn't operate one central phone line. WhatsApp is available on **0333 344 3903**, and LiveChat sits in the bottom-right of their website during opening hours. For everything formal (refund, complaint, move-out), use the dedicated webforms so you have a written record.

REFUND GUIDE

How to Get an Insite Energy Refund in 5 Days.

Here's what Insite Energy actually owes you, what their policy quietly says, and how to escalate — by country — if they ignore the request.

Last verified today against Insite Energy’s own Terms · UK, US, and EU rights covered below

The short answer

Insite reviews refund requests within 5 working days of the form being submitted. Refunds apply to credit balances on your utility account (overpayments or credit left after moving out) rather than to consumption charges, which are governed by your heat supplier's tariff. If a request is rejected, Insite says they'll get in touch within the same window. Disputed bills should go through the complaints process first, then escalate to the Energy Ombudsman if unresolved after 8 weeks.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Insite Energy, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Insite Energy actually says

“If you wish to request a refund for a specific payment or general credit to your account, please fill in the below form. We will review your request within the next 5 working days.”
— verbatim from Insite Energy’s terms

Statutory cooling-off: 14 days in UK + EU on new subs

What you can claim, by region

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Insite Energy charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.
California ARL refund right
Refund if cancel was blocked or unclear.
If Insite Energy made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.
FTC enforcement actions
FTC has won refunds against subscription dark-patterns.
The FTC has secured $100M+ in refunds from companies running dark-pattern cancel flows (Amazon Prime, Vonage). Document Insite Energy’s flow, file at reportfraud.ftc.gov.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Insite Energy for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Insite Energy subscription, you’re entitled to a full refund of any payment taken — no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Insite Energy can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Insite Energy is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described” — your bank initiates, Insite Energy has ~45 days to defend. Works regardless of where Insite Energy is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described” — applies to subscription services that didn’t deliver. Resolution typically within 20 days.

The 4-step refund email

Email the right address
Use customerservice@insite-energy.co.uk — the route yoink has verified actually gets read for Insite Energy.
Use a clear subject line
Subject: Refund Request — [your account email]

Send this body

Hi Insite Energy team,

I'm writing to request a refund for my recent Insite Energy subscription charge.

Under applicable consumer-protection law (the UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or US state auto-renewal laws — whichever applies in my jurisdiction), I'm exercising my right to cancel and to recover the payment in full. Please confirm by reply that the cancellation has taken effect and that the refund will be processed to my original payment method.

If your policy allows a pro-rata refund for any unused service, I'd appreciate that being applied here.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, see “If they refuse” below — Section 75 is the next stop.

Refund FAQ for Insite Energy

Use the Request a Refund webform at insite-energy.co.uk/home/contact/refund-request, or email customerservice@insite-energy.co.uk. You'll need your 19-digit PAN, the payment date and amount, and a reason (overpayment, credit on move-out, disputed top-up). Insite states they'll review your request **within 5 working days** and contact you in that window if it's rejected. Refunds usually go back to the original payment card or bank account. Note this is a refund of credit on your account — not a refund of consumption charges, which need a separate complaint.