Your concentrator machine has a meter inside which shows how many hours or units your machine has used. When your homecare technician services your machine every six months they take a note of the reading of this meter and pass it on to our electricity team. We do pay your electricity re-imbursements every three months, so every payment made outside of the reading taken at your service is an estimate based on your previous useage.
There are three ways in which we can pay your electricity re-imbursement. The fastest and most secure way is for us to pay the amount directly into your bank account by direct debit. The second way is for us to send you a cheque and the final option is for the amount to be paid directly to your electricity supplier. Paying the electricity re-imbursement directly into your bank account means that you should see the amount showing in your account very quickly, normally within five working days. If you would like us to send you a cheque it can take five working days for the cheque to be posted to you and then your normal bank or building society clearing times. If you opt to have the amount paid directly to your electricity supplier it can mean that it could be a longer period of time before this is shown on your electricity statement or bill.
Air Products send you a statement four times a year. This statement is personal to you and will show details of your concentrator serial number, the dates to which your refund applies, the balance due to you and any adjustments made from your estimated payments. All estimated payments have a minus sign ‘-‘ in front of it, this means that it is an amount based on what we think you have used. Please don’t worry; it will be recalculated at your next reading taken from your homecare technician.
The amount of money that we refund to you is set by the Department of Health at a non negotiable standard rate, equal to your Tier 2 rate from your supplier. However, please bear in mind that this can be different to the rate shown on your bill. We do have a team who are dedicated to reviewing and updating all tariffs at least monthly and Air Products are in close contact with all electricity suppliers to ensure that we are paying the correct amount to each of our patients.
Air Products have put together a leaflet to help you understand how the refund process works; you can download a copy from the box shown on the left. We also have regular informative updates in our ‘Sunshine’ magazine which you should receive four times a year. If you would still like some more information please ring our homecare helpline on 0800 373 580 and speak to one of our customer service specialists.
| Homecare Helpline |
| Call our Homecare Helpline on Freephone 0800 373 580 Urgent calls only outside these hours |
Download |
| Information about electricity refund facts [PDF, 968 KB] Your statement explained |
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