Please note we will only be dealing with emergencies between 22nd December and 1st January. The lines will be very busy on the 2nd and 3rd January and unless you are calling about an emergency please call later in the week or visit your myAccount home page at, where you can check your account, send a message or raise a repair.


Request a refund

You can apply for a refund if your account with us is in credit. There are several circumstances where we can consider a refund. You can download the relevant refund request form below. When you have completed the form you can return it us.

  • By post to Income Compliance Team, PO Box 6406, Coventry, CV3 9NB

If you receive Housing Benefit, we recommend keeping a month's credit on your account to help with transition to Universal Credit payments.

Refund request forms

Before we can confirm how much we can refund, we will need to check if the amount is affected by the following, depending on the type account and circumstances:

  • Whether there are amounts owing on other accounts relating to the customer.
  • Where Housing Benefit payments have been made, we will need to check if the relevant local authority will be claiming any money back.

It may take up to four weeks for us to complete any checks.