Huru FAQs

FAQ

Find answers to your questions

General

Why Should I Choose HURU?

Managing bills can be a headache for everyone, whether you live alone or in a shared house! HURU solves the problem of managing bills for any house, and for those in a shared house or flat we divide the bills between you as you instruct us – all by direct debit – so you can spend time on more productive things than spreadsheets and chasing flatmates for money. We set your bills up for you, manage your monthly payments and even close your accounts at the end of the year if you’re moving out. All you do is sign up, tell us the dates of your tenancy, and let us do the rest. You can also set your account to “ongoing” which means you will always be on a great rate.

How Does HURU Work?

HURU offers you a simple service that gives you great value and offers a transparent and easy way to manage household bills whether you are a single resident, family, or a shared household.

To pull an online quote for your house, go to our homepage and enter your personal information, your house and select the services that you would like. If you’re happy with the quote from www.gethuru.com, complete the steps to sign-up for an account.  This process includes providing your house mates’ email addresses so that we can send them a link to sign up to your HURU account. Once they’ve all signed up, your account is ready to go and your bills will be split accurately. You’re now ready to receive your first bill.

Once you have signed up for an account with HURU, your utilities will be active either as soon as we can get them live, or at the future date you’ve chosen. If you are already in your house and wish to sign up, then don’t worry – services such as water, gas, electricity won’t be switched off – your existing provider will continue to supply utilities to your house and will simply hand them over to HURU on the date you’ve selected.

If you choose broadband to be included in your HURU account, our broadband partner will get in touch with you within 6 working days of your signing up to HURU, and you will need to arrange a date for them to deliver the broadband router in person to your home.

When you sign up to HURU you won’t be charged until you receive your first statement. Your first statement will include the initial set up costs for your house’s energy, since all energy companies require the first month’s costs up front to cover your usage as soon as you move in. Your monthly emailed bill will arrive on the 1st of the month and each house mate’s direct debit will be taken 1-3 days after that.

You can change how much each person pays at any time by emailing us at support@gethuru.com. We need five days to process new housemates onto the payment system, so ,as long as they do it five days before each statement is produced, bills will be split automatically and accurately.

At the end of your time with Huru we will close your accounts so you can move without having to worry.

Now sit back, relax, and never worry about figuring out utilities bills again.

How Do I Sign Up To HURU?

Simply sign up online to create an account in minutes. We begin setting you up as soon as you have entered your details and you can choose when to start with us, with a minimum of fifteen days in advance.

Sign Up

Can I Change My Services?

At HURU we believe in offering you maximum flexibility. We allow you to upgrade any of your services all year round with no additional upgrade fee. Minimum terms can apply for some services.

If you would like to remove services from your package, they may be a removal charge depending on the service. Please refer to the terms and conditions located in the terms and support@gethuru.com or call 02088199176 .

How Long Is The Contract?

You can use HURU for as little as 9 months. If you want to use it for more than 12 months you can select “ongoing” whilst signing up and set an end date at any point.

Can I Cancel The Contract?

You may terminate your contract with HURU at any time through submitting a request for cancellation by emailing support@gethuru.com and quoting your name and address, or calling 02088199176 . A notice period of thirty days is required. Certain services will incur a cancellation charge from your suppliers which we will notify you of. If there has been a breach of contract or poor service from the utility provider we will use our best efforts to get you a refund or at least have the cancellation fee removed. Please refer to the terms and conditions of your contract. If you reach the end of your time with HURU, you can either extend it or it will be automatically cancelled with no fees or charges whatsoever. When cancelled we take a final bill that balances out your account for any credit or debit and let all of the suppliers know that you are leaving us. You won’t have to do a thing if you are moving away, and you can choose new suppliers if you are staying.

What Happens If Tenants Move In Or Out During Our Contract?

New tenants can join or leave at any time if people move in or out of your house. To join they simply sign up following the emailed link, we automatically match their name and house and they are added to the account. Tenants can leave by requesting this via email to support@gethuru.com or calling us on 02088199176 . Your housemates do need to confirm it, but once they have you are all done.

How Are Our Bills Divided?

The bills are divided equally as default between everyone who signs up. You can adjust how much each person pays after they are signed up by emailing us at support@gethuru.com or calling us on 02088199176 . Any changes require a minimum of 5 working days before the next bill date to be processed and your flatmates need to confirm any adjustment.

Do I Need To Contact My Previous Providers To Cancel Our Old Contracts?

We contact your previous providers for electricity, gas and water. If you had previous contracts for broadband or TV License then you are required to simply contact those suppliers to end your contract.

 

If you are already tied into a contract with a supplier you may be able to cancel this contract, although you may incur a cancellation fee. You should contact your supplier and refer to the terms and conditions of your existing contract, and supply us with the contract end date at the time of your signing up with us. Alternatively, you can sign up with us for all of your other services and add new ones when they expire or sign up and set the HURU start date for the expiry. You can then add that service into your HURU account to benefit from our lower rates and simplicity of having all your bills in one monthly payment!

 

If you are out of contract with your current broadband or talk service provider, you will not normally need to contact your current provider. Instead, you can simply place your new order directly through HURU when you sign up. If you are switching in order to exercise a right to leave your current contract, you’ll need to contact your current provider before or after you have placed a direct order through HURU.

 

It is important you do not cancel your direct debit or any other ongoing payment arrangements with your current provider as further payments may be due.

How Do I Make A Complaint?

We hope our service is so great you never need to complain, but if you do then you can contact us directly via our helpline on 02088199176 send us an email to support@gethuru.com. Our friendly support team will be more than happy to help with any problem you may have.

Payments

From Whose Account Does The Payment Come Out Of?

When you set up your account, you will be automatically entered into the payment system for your house. The more people that sign up from your house, the more people the bill is split between. Our system automatically charges everyone equally. However, through our flexible service you can set different amounts for each person by calling 02088199176 once you are signed up.

What Happens If My Housemate Does Not Pay?

If at the start of the month the payment charge is unable to be taken from one of the housemate’s bank account, we will attempt to retrieve this amount. If after this second attempt the payment is still unable to be taken then the other housemates who are registered to the property on a joint and several liability basis will be charged for the outstanding amount.

How Do I Receive My Bills?

At HURU, we believe in doing our bit for the environment. Therefore we run a paperless customer billing system. All bills are sent to customers electronically via email. It includes a detailed breakdown of how much relates to each service and any alterations from previous under or over payments. The bills will be emailed to you at the start of each month a few days before the automatic direct debit payments are made. All bills are based on monthly payments in advance.

When Do Payments Occur?

HURU bills you on a monthly basis and payments will normally be debited at the start of the month.

How Do Payments Work?

We take a monthly payment a month in advance of your bill for all of your HURU services through a direct debit. For example, we would bill you at the beginning of January for the month of January’s bill. The payments are taken from each housemate for their share of the bills based on the split you agree.

We adjust your bill according to the meter readings you provide. This means you only pay for what you use keeping under and over payments to a minimum.

Gas

How Do I Find My Meter?

Your meter will be located either inside or outside of your property. If it is located inside, common places you will find it include the basement, under the stairs, loft, porch or garage. If it is located outside, it is likely to be attached on the outside of your property where the power lines come into your home.

How Do I Read My Meter?

Every meter has a unique meter number consisting of up to nine digits. The meter number is usually printed at the bottom of the main screen of the meter box in bold black numerals.  For a more comprehensive guide please follow the link below.

Meter Reading

How Can I Manage My Usage?

Submitting your meter readings will enable us to calculate accurate usage details. From that point on you can monitor your usage by observing the monthly fluctuations you experience along with your consumption for each month.

What Should I Do If I Am Still Receiving Bills From Previous Suppliers?

If you are receiving bills from old suppliers, you may have a final bill to pay off or you may need to notify them that you are canceling your contract and switching to HURU if you haven’t already. You should contact your old supplier to confirm any queries. If the bills are in other people’s names then contact the supplier and let them know they have moved out!

What Happens If One Of My Services Stops Working?

If you experience issues with any of the services you signed up to through us, then please contact us directly via our helpline on 02088199176. Our friendly support team will verify the situation and provide further advice on how to rectify the situation to get your service back up and running!

What If I Have Received An Energy Bill From Another Supplier?

When you switch the account to us, if your tenancy starts before the HURU start date, the old supplier will still charge you even if you are not in the house or using any electricity or gas. They will send you a final bill and you will need to pay this to them. This could also refer to previous tenants so please check the names on the bill and contact the supplier if you have any problems.

Sometimes our supplier has difficulty getting hold of your account for a number of reasons, including having difficulty transferring your house for either gas or electricity. Suppliers work using an “address” or “identification” for your gas and electric meter which are called “MPAN” and “MPRN” numbers. They may contact you and ask you to provide them. They are found on previous bills from an old supplier or on the relevant meter. Once they have them they will then try and transfer the supplies, which takes around fifteen days usually.

The Estimate Bill Seems Quite High/Low.

We use estimates to calculate our bills or a fixed price for a service. Each house has a history for electricity, gas and water usage so this can affect this bill from the quote you have received and can take until your first or second bill to come in to effect. Sometimes regions can have different prices for their services than we initially estimate and this is up to the supplier to calculate. This is especially true for services such as water where houses can have variations on an individual basis.

As you supply meter readings your bills will adjust accordingly and in line with your payment plan.

What If We Have A Pre-Payment Meter?

If you have a pre-payment meter we are unable to change it for you at the moment unfortunately. We are working on it and hope to have the ability to do this soon. You can still sign up for all our other services and join our electricity and gas at a later time. You can call up your current supplier who may be able to change it for you, or change to a supplier that is able to change it. You then join us once you have a meter or smart meter fitted by them.

Electricity

How Do I Find My Meter?

Your meter will be located either inside or outside of your property. If it is located inside, common places you will find it include the basement, under the stairs, loft, porch or garage. If it is located outside, it is likely to be attached on the outside of your property where the power lines come into your home.

How Do I Read My Meter?

Every meter has a unique meter number consisting of up to nine digits. The meter number is usually printed at the bottom of the main screen of the meter box in bold black numerals.  For a more comprehensive guide please follow the link below.

Meter Reading

How Can I Manage My Usage?

Submitting your meter readings will enable us to calculate accurate usage details. From that point on you can monitor your usage by observing the monthly fluctuations you experience along with your consumption for each month.

What Should I Do If I Am Still Receiving Bills From Previous Suppliers?

If you are receiving bills from old suppliers, you may have a final bill to pay off or you may need to notify them that you are canceling your contract and switching to HURU if you haven’t already. You should contact your old supplier to confirm any queries. If the bills are in other people’s names then contact the supplier and let them know they have moved out!

What Happens If One Of My Services Stops Working?

If you experience issues with any of the services you signed up to through us, then please contact us directly via our helpline on 02088199176. Our friendly support team will verify the situation and provide further advice on how to rectify the situation to get your service back up and running!

What If I Have Received An Energy Bill From Another Supplier?

When you switch the account to us, if your tenancy starts before the HURU start date, the old supplier will still charge you even if you are not in the house or using any electricity or gas. They will send you a final bill and you will need to pay this to them. This could also refer to previous tenants so please check the names on the bill and contact the supplier if you have any problems.

Sometimes our supplier has difficulty getting hold of your account for a number of reasons, including having difficulty transferring your house for either gas or electricity. Suppliers work using an “address” or “identification” for your gas and electric meter which are called “MPAN” and “MPRN” numbers. They may contact you and ask you to provide them. They are found on previous bills from an old supplier or on the relevant meter. Once they have them they will then try and transfer the supplies, which takes around fifteen days usually.

The Estimate Bill Seems Quite High/Low.

We use estimates to calculate our bills or a fixed price for a service. Each house has a history for electricity, gas and water usage so this can affect this bill from the quote you have received and can take until your first or second bill to come in to effect. Sometimes regions can have different prices for their services than we initially estimate and this is up to the supplier to calculate. This is especially true for services such as water where houses can have variations on an individual basis.

As you supply meter readings your bills will adjust accordingly and in line with your payment plan.

What If We Have A Pre-Payment Meter?

If you have a pre-payment meter we are unable to change it for you at the moment unfortunately. We are working on it and hope to have the ability to do this soon. You can still sign up for all our other services and join our electricity and gas at a later time. You can call up your current supplier who may be able to change it for you, or change to a supplier that is able to change it. You then join us once you have a meter or smart meter fitted by them.

Water

What Should I Do If I Am Still Receiving Bills From Previous Suppliers?

If you are receiving bills from old suppliers, you may have a final bill to pay off or you may need to notify them that you are canceling your contract and switching to HURU if you haven’t already. You should contact your old supplier to confirm any queries. If the bills are in other people’s names then contact the supplier and let them know they have moved out!

How Do You Calculate My Water Charge?

How your water charge is calculated depends on whether your property contains a water meter or not. If your property contains a water meter, your charge will be calculated based on the volume of water you use as recorded in your meter readings. If your property does not contain a water meter, your charge will be calculated based on a fixed rate regardless of your water usage. The amount is fixed to your property and you can change it by applying for a water meter from your water supplier. It was calculated a long time ago and has not been updated since 1990, so even houses that are the same size on the same street can have different amounts! To find this out, you can contact the water company directly and they will be able to provide you with this information. Each area of the country has a dedicated fresh and waste water company that can’t be changed.

How Can I Manage My Usage?

Submitting your meter readings will enable us to calculate accurate usage details. From that point on you can monitor your usage by observing the monthly fluctuations you experience along with your consumption for each month.

What Happens If One Of My Services Stops Working?

If you experience issues with any of the services you signed up to through us, then please contact us directly via our helpline on 02088199176. Our friendly support team will verify the situation and provide further advice on how to rectify the situation to get your service back up and running!

The Estimate Bill Seems Quite High/Low.

We use estimates to calculate our bills or a fixed price for a service. Each house has a history for electricity, gas and water usage so this can affect this bill from the quote you have received and can take until your first or second bill to come in to effect. Sometimes regions can have different prices for their services than we initially estimate and this is up to the supplier to calculate. This is especially true for services such as water where houses can have variations on an individual basis.

As you supply meter readings your bills will adjust accordingly and in line with your payment plan.

Internet

How Fast Is My Broadband?

This will depend on what package you select in the sign-up process. We outline speeds and usage limits for each package.

Are Set Up, Installation, And Equipment Free Of Charge?

This is dependant on which supplier you choose and will be indicated in each supplier’s T&C’s that will be presented through the sign-up process.

 

What Should I Do If I Am Still Receiving Bills From Previous Suppliers?

If you are receiving bills from old suppliers, you may have a final bill to pay off or you may need to notify them that you are canceling your contract and switching to HURU if you haven’t already. You should contact your old supplier to confirm any queries. If the bills are in other people’s names then contact the supplier and let them know they have moved out!

What Happens If One Of My Services Stops Working?

If you experience issues with any of the services you signed up to through us, then please contact us directly via our helpline on 02088199176. Our friendly support team will verify the situation and provide further advice on how to rectify the situation to get your service back up and running!