Payment policy
Nothing we've written here is contractual. When we supply our services and equipment to you, our terms and conditions apply.
How to pay Glide
- If you are a tenant, you pay your bills by debit or credit card through your online portal.
Business customers can also choose to pay in this way. - We accept Mastercard, Maestro, Visa, Visa Electron and Visa Debit.
We do not accept American Express. - Business customers can pay via cheque payable to Glide and posted to:
Glide
The Chamberlain Building
36 Frederick Street
Birmingham
B1 3HN - Business customers can pay via bank transfer to:
| Account name | Glide Utilities Ltd |
| Sort Code | 60-80-05 |
| Account Number | 59058056 |
| Reference | Please use your account number |
General billing
- All tenant subscription payments are managed by an automated billing system which runs daily and processes account payments due on that date. The billing script runs overnight.
- On the customer's billing due date, the billing script will attempt to take payment from the payment details we have stored. Card payments are submitted and authorised by the card issuer immediately.
- Where a customer has multiple card details stored, the secondary details are only used if the primary card has failed for over 7 days. All payment details can be entered or updated through your online portal.
Common reasons for payment failure
| Cause | Resolution |
|---|---|
| Card cancelled (eg lost or stolen) | Provide us with your replacement card details through your online portal |
| Temporary referral from bank for anti-fraud reasons | Ring your bank to get the transaction authorised |
| Insufficient funds available | Check your account balance and deposit some money |
| Card expired or replaced | Provide us with your replacement card details through your online portal |
Failed billing processes
| When | What |
|---|---|
| Due date | The billing script runs and payment request is submitted to the bank. We will always provide you with at least 7 days' notice of any bill that is due. These are emailed to you and can also be viewed through your online portal. The bank will accept or reject the payment request immediately for card payments. If payment is rejected, an email and text message is sent to the customer, stating that there has been a billing problem. |
| Overdue by up to 14 days | We will continue to email and text the customer advising them that their payment has failed but no more than once every 3 days. Our accounts team will also attempt to call the customer to sort out payment details and any other related problems. |
| Overdue by 14 days | We may restrict the services until payment is made (ie suspending telephone and broadband services). A late payment charge is added to the account as detailed in our terms and conditions. |
| Overdue by 28 days | We may cancel and/or disconnect the services. Reconnection fees will apply to reconnect the services. Alternatively we may install prepayment meters so that you have to pay for your gas and electricity in advance. Any costs associated with the installation of such meters will be passed on to the customer. We may (a) pass your account to an external debt collection agency or a tracing agent or (b) issue legal proceedings against you in the County Court. At this point, additional extra charges will be added on to the outstanding amount to cover the cost incurred and/or the court fees. The customer is always notified at every step. |
Financial difficulties
- If a customer makes contact to explain why they have not been able to make payment on time, then we will always try to accommodate their individual circumstances and work together to agree a sensible repayment plan. While an agreed repayment plan is in place, we will not proceed with any further debt recovery action. However if the customer fails to keep to the agreed repayment plan, we will then withdraw the repayment plan proposal and continue debt recovery action.
- We understand that people can sometimes have financial problems. If you're struggling to pay, you need to let us know so that we can try and help you. Good communication is essential to avoid any further action being taken against you. We'll always try and be as accommodating as possible.
