• Gas and electricity FAQs

  • Online billing

    I want to view my bills and manage my account online. How do I do this?

    First you'll need to register for an online account. You’ll then need to sign into your new profile and attach your account number(s) on your first visit. You can find your full account number on your bill, or if you've not had a bill yet, you can contact us and we'll help you attach your accounts.

    You'll then be able to view bills sent after your online account has been set up, update your meter readings and make payments. 

    Can I submit my meter reading(s) online?

    Yes, if you have an online account, please log in and let us know your meter reading(s). We'll tell you your new balance straightaway.

    You can also complete our online form to let us know your meter readings, but this can take up to five days to be updated.
     

    How do I give you my meter reading online?

    If you have an online account:
    Log into your online account and click on the 'Your accounts' tab, just under your name. You'll see some of your account details and a little further down the page there's a section for meter readings.
    Just put your meter reading in and we'll give you an up to date balance straight away.

    If you don't have an online account: You can give us a meter reading using our online form. This can take up to five working days for your account to be updated.

    What happens to my meter reading when I enter it online?

    If you’ve logged into your account and given us a reading, we’ll tell you your new balance and how much you’ve used since your last bill straight away. Or if you’ve given us a reading using our online form, it can take up to five days for your account to be updated.

    If you’re due a bill in the next two weeks, we’ll use your reading to bill you. If you’ve had a bill in the last four weeks, we’ll update it and send you a new one.

    How often can I submit a meter reading?

    You can give us a meter reading as often as you like.

    What if I give a wrong meter reading?

    If you put the wrong meter reading online, don’t worry, you can go back and put the right one in. When you give us a meter reading, we’ll check that it’s about what we expect your usage to be. If it’s not, then we’ll tell you.

    If your reading is correct and you’re still having problems, please contact us so we can help.

    How do I know when my paperless bill is ready?

    Once you’re registered for an online account, we'll send you an email to let you know your bill is ready to view.

    If you don't appear to be receiving this email, check your junk folder as your filter may have placed it in there.

    If you change your email address, please remember to update it on your online account. To do this, simply log in to your account, click the 'Your Account' tab and change your details.

    How can I find out what my up to date balance is?

    Register for an online account and attach your gas and/or electricity account(s) to it.

    Give us a meter reading when you've logged in and we'll give you an up to date balance straight away.

    I’ve checked the balance of my account online, is it right?

    You can view your bills online and see the balance up to when you were billed. We’ll also give you an up to date balance on the first page when you log in.

    The balance includes any debits and credits since we last billed you. If a credit or a debit is made to your account it can take one working day for your online balance to be updated.

    Can I pay my bills online?

    Yes, you can pay your bills and manage your account online by registering for an online account. 

    Please note, if you pay by credit card you'll be charged a handling fee for each credit card transaction you make.

    Can I make payments every time I update my online account?

    Yes, there's no limit to how many payments you can make online. You can login, give a meter reading and make payments as often as you like to help keep your account on track.

    Please note, if you pay by credit card you'll be charged a handling fee for each credit card transaction you make.

    What are the benefits of an online account?

    Having an online account allows you to easily manage your energy and/or home phone accounts. It only takes a couple of minutes to register and then you’ll be able to check your accounts at any time.

    Once you’ve logged in, you can update your meter readings, make payments and view your bills online.

    How can I sign up to paperless billing instead of receiving bills in the post?

    It’s easy to save paper and energy by going paperless. Just log into your online account, select ‘Your accounts’ and under ‘Statement type’ select the paperless option. Once you’ve gone paperless, we’ll send you an email when your bill is ready to view.

    Can I print my bill as proof of my address?

    Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘Your accounts’. Under ‘View your bill (PDF)’ you can view your bill in PDF format and print it.

    I have an online account – can I view my previous bills online?

    You’ll only be able to view your bills online from the date you’ve registered for an online account. Once you’ve registered, your bills will be kept for two years.

    I’ve forgotten my password - what should I do?

    Go to the login page and click on 'Forgotten your login details?', then enter your email address. We'll send you an email that will allow you to log in. Once you're logged in, you'll be asked to change your password.

    How do I change the email address you send my bills to?

    Log in to your account, then go to 'About you'. You can change the email address you want us to use for your future bills.

    Is your online billing system secure?

    Yes - you don't need to worry about anyone else having access to your account details. If at any point you think anyone has learned your password then we’d advise you change it to something no one else knows as soon as you can.

    What programs do I need on my computer to get the most from your website?

    Our website is designed to work with the minimum of fuss. The only additional programs you might need are an up-to-date media player to see our videos and a PDF file reader such as Adobe to view some documents. We'll never request that you download any software directly from our site.

    I'm registered for an online account, and provide my meter readings online. Why do you still need to come and read my meter?

    Even if you provide your meter readings online, we still need to do safety checks on your meter. We have a responsibility to inspect your meter at least once every two years.

    So, if a meter reader or engineer calls please let them in.

  • Estimated bills

    How do you work out estimated readings?

    We base estimated readings on a number of things including:

    • The amount of energy you’ve used in the past.
    • The average amount of energy used by customers with similar usage patterns.
    • The time of year and season, like summer and winter.

    If you don’t think the estimates are right, check the reading on your meter. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

    How often is my meter read?

    By law, we’re required to try and read your meter once every two years. This is for safety reasons as well as making sure you’re paying the right amount.

    We like to try and read your meter every six months, so your bills are as accurate as possible. If your meters are inside and you’re out when we call, our meter reader will leave a card to let you know we’ve been.

    Why have you cancelled my estimated bill and sent me one for a different amount?

    If we receive an accurate meter reading after we sent the original bill, we often send a revised bill using the new reading. This helps to keep your account up to date and make sure you’re not paying too much or too little.

     

    Why have you sent me an estimated bill when my meter has been read?

    We do our best to make sure we use accurate readings to send you a bill, but occasionally mistakes can happen. If you don’t think the estimates are right, then check the reading on your meter. You can give us your reading online, use our automated Meterline on 0800 107 3205* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

    Who reads my meter?

    It depends on which part of the country you live in. In certain areas most major suppliers use the same companies, such as Accuread or Siemens, to read their meters. Our representatives will always carry identification that shows they are contracted by us. If you’re unsure, their ID badge will have a number you can contact to verify this.

  • General billing queries

    I haven’t had a bill from you for some time - why?

    We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. You can check the date on your last bill to give you an idea of when your next bill is due.

    If you’ve got an online account, we’ll tell you the two week period when your next bill is due. Your bill could be created anytime between these two dates. If you’ve checked and are still concerned, get in touch so we can help.

    I don't think the amount on my bill is right - what should I do?

    The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, you can read your meter and give us your meter reading online, use our automated Meterline on 0800 107 3205* or contact us. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.

    If the meter reading is correct, it’s possible that the amount of energy you’re using has changed or that our prices have changed. You can find out more in our billing and payment help.

    I don't think the meter reading on my bill is right - what should I do?

    The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline on 0800 107 3205*. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.

    What happens if the meter serial number on my bill doesn’t match the one on the meter?

    Your meter may have been changed if you’ve changed your heating system or price plan, or it’s time for it to be updated. When this happens, we’ll contact you to let you know we’re going to visit to change the meter.

    If the meter serial numbers don’t match up, the first thing to do is check if your meter has a yellow sticker with any meter change details on it. If it does, make a note of these details. Then, whether or not your meter has a yellow sticker, please contact us to let us know about the difference in numbers.

    What’s the best way for me to pay?

    You'll get the biggest discount paying with a monthly Direct Debit. 

    I can’t read my bill - can it be in larger print?

    Yes, we can arrange large print bills, talking bills and bills in Braille. For more information, visit our Careline section or contact us to let us know.

    I’ve just made a payment towards my bill - should I let you know?

    If you’ve made a payment it should show on your account within a few days, so you don’t normally need to let us know. But if you have a payment plan and you made your payment later than you were supposed to, you could contact us to confirm that your payment plan is still in place.

    I don’t understand my bill - can it be explained to me? 

    If you need a little extra help understanding with your bills, we’re here to help. Check out our guides to understanding your bill or you can contact us and one of our expert advisers will be happy to help.

    How do I get a copy of a bill?

    If you’re registered for an online account you can print off a copy at any time by logging in to your account. If you get your bills through the post, please contact us and let us know which bill you need a copy of and we’ll send one to you.

    Why do I only get a bill every six months?

    If you’ve been with us for a year or more and you pay by monthly Direct Debit, then you’ll automatically receive your bills every six months. Providing that we can get access, we’ll read your meter every six months, so your bills will always be accurate.

    This prevents you receiving estimated statements twice a year and cuts down on the amount of paper we use, helping the environment. We’ll continue to review your payments each year, so you can be confident you’re paying the right amount.

    You can see how much you’ve used at any time by registering for an online account and entering your meter reading. You can also sign up for paperless billing, and we'll send you an email when your bill is ready to view.

    What does 'correction factor' mean?

    The correction factor is used to convert gas units into kilowatt hours (kWh). It takes into account changes in the volume of the gas based on temperature and pressure, which can vary slightly for different supplies. This makes sure all customers receive the same number of kWh for each cubic meter of gas that is supplied to them.

    The correction factor is 1.02264, which is standard across all suppliers.

    What does ‘calorific value’ mean?

    The calorific value refers to the amount of energy that’s released when a certain amount of gas is completely combusted under specific conditions throughout the National Grid system.

    It’s measured continually and changes a small amount every day, but a typical example of the calorific value is 39.2.

  • Switching supplier

    What do I need to do if I want you switch to you?

    First choose the product your want, then click the ‘apply now’ button.  Or you can call us on 0800 048 2412*.

    Why did you let another supplier take over my supply without my permission?

    We’re not allowed to stop you leaving us without having a reason. If you didn’t agree to leave us, contact us as soon as you can and we’ll be happy to help.

    I’ve had a letter saying I’m leaving, but I don’t know anything about it. What should I do?

    Contact us as soon as you can. We’ll be happy to look into this and let you know what’s going on.

    I’ve just signed up to join you - when will you start supplying me?

    To join us it usually takes four to six weeks. We’ll contact you to let you know the exact date. Take a look at our switching pages for more information on the process.

    I've decided to join you as my new supplier. Will you tell my current supplier that I'm leaving?

    Yes, after the 14 calendar day cooling off period has finished, we'll get in touch with your current supplier to let them know.

    What happens to the payment plan I have with my current supplier?

    We can’t close any payment plan you might have with your current supplier. We recommend to leave any payment plans with your current supplier open. When we send the final meter readings to your old supplier they’ll send your final bill to you. Your old supplier can then take or refund your final balance.

    Why have you stopped me moving to another supplier?

    We might have stopped you moving to another supplier for a number of reasons. Contact us as soon as possible, we’ll help explain what’s happened and what we can do.

    Why have you taken over my supply when I didn’t ask you to?

    Every home has unique identity numbers for gas and electricity which all suppliers use. We try very hard to make sure we have the right identity numbers, but sometimes mistakes can happen. If you think we’ve taken over your supply by mistake, contact us.

    My opening meter reading is estimated - how can I get it changed?

    Take a meter reading straight away. If you have it, we’ll also need a meter reading from around the time you changed over to us. When you’ve got your meter readings, contact us. The meter readings will help us to make sure your opening read is correct.
    If you don’t have a meter reading from when you changed over to us, don’t worry. Just take a meter reading today and another one in five days time, then contact us. We’ll use your readings to work out your average daily use and change the opening reading in line with it.

    Why is my old supplier still billing me?

    It can take four to six weeks for you to join us. We then send the meter readings we’ve used to open your account to your old supplier.
    Your old supplier then has up to six weeks to agree the readings with us and send your final bill. This bill should only go up to the date that you joined us and to the meter reading we opened your account with.

    Why is the final reading on my bill from my old supplier estimated?

    When you start with us we’ll ask you for a meter reading to open your account. So that your old supplier can send a final bill to you, we’ll give them this meter reading.
    But, we’ll estimate a meter reading if we haven’t been able to get hold of an actual read. Your old supplier will then use this estimate.

    The reading on my final bill from my old supplier is estimated – how can I get it changed?

    If the estimated reading on your final bill seems to be a lot higher or lower than you think it should be please contact us. If you have a reading from the day you switched, we’ll make sure it’s passed to your old supplier.

    I don’t have a reading from the day I switched but the reading you’ve used seems wrong – how can I get it changed?

    If we don’t have a reading from the day you switched to us, we’ll use an estimate based on your energy use with your old supplier. If you think the estimate we’ve used is too high or too low, take a reading from today and contact us. We’ll take a look into it for you and if we need to, work out a new reading.

    Why haven’t I got my final bill?

    Once we have a read to open your account, it can take up to six weeks for your old supplier to get this read and close your account. If it’s been longer than six weeks, please contact us so we can look into this for you.

    Can I have my meter changed after I’ve joined you?

    Once your supply has started with us, simply contact us and we’ll have a chat about what’s best for you.

    Can I switch if I’ve got a debt with my current supplier?

    If you have an outstanding bill with your current supplier, you’ll usually have to pay it before they’ll let you join us. If you don’t, they could delay or even stop your change over. If you have a prepayment meter and the debt is under £500 you’ll still be able to switch to us.

    After stopping me from switching, my old supplier will now let me switch to you – can you still take my supply?

    We will automatically reapply for your supply three times. After that we’ll stop trying to switch you over to us. So if you still want to switch to us, please contact us as soon as possible.

  • Refunds

    I’ve agreed a refund with you, but my amended bill doesn’t show the refund - why?

    Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.

    I would like a refund. Can I have one?

    First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

    But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that’s meant to cover the bill. Or for example, on a gas account during the summer where the credit will be building to cover winter gas usage.

    You can request a refund by using our online form or  contact us and one of our expert advisers will be happy to help.

    If I want a refund, how will you return the money to me?

    If you are due a refund it’ll be returned to you in one of two ways. For Direct Debit customers it will be sent directly back to your bank account. For all other customers it’ll be sent as a cheque.

    When will I receive my refund?

    If you’re a Direct Debit customer we’ll put your refund into your bank account within 10 working days. If you’re not a Direct Debit customer we’ll send your refund by cheque within 10-14 working days.

  • Paying by Direct Debit

    How do I set up a Direct Debit?

    It’s quick and easy to set up, all you need is your bank account number and sort code. You can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

    What are the benefits of paying by Monthly Direct Debit?

    • Pay by Direct Debit and get an annual discount of £40 per fuel, deducted from your standing charge
    • You can spread the cost evenly throughout the year
    • It’s easy to manage
    • You choose the payment date
    • It’s so simple and easy to budget - which means it’s the most popular choice of payment with our customers
    • It’s quick and easy to set up. All you need is your bank account number and sort code.

    You can set up a Direct Debit using our online form or contact us and we'll be happy to help.

    What are the benefits of paying by quarterly Direct Debit?

    • Pay by Direct Debit and get an annual discount of £40 per fuel, deducted from your standing charge
    • It's easy to manage
    • Your account will be paid off in full every quarter
    • It's quick and easy to set up. All you need is your bank account number and sort code

    You can set up a Direct Debit using our online form or contact us and one of our expert advisers will be happy to help.

    How do you work out my monthly payments?

    We base your monthly payments on the amount of energy you’ve used over the last 12 months. We take what you’ve used in spring, summer, autumn and winter and average it out so that you pay a set monthly figure to cover you all year round.

    Not been with us for over a year? Don’t worry, you can set up a Direct Debit using our online form, or just contact us and one of our expert advisers will be happy to suggest a figure based on your lifestyle and the size of your property.

    Why is my Direct Debit reviewed only once a year?

    We review your account at least once a year to make sure you’re not paying too much or too little. You’ll still get regular statements so you can keep an eye on how much you’re using.

    It’s important we have accurate meter readings to help us check you’re paying the right amount for your energy. If you’ve received an estimated bill, then check the reading on your meter and let us know what it is. You can give us a meter reading online, use our automated Meterline on 0800 107 3205* or contact us.

    Can you change my Direct Debit payment without my permission?

    When we review your account, we can change your payments if we think you’re paying too much or too little. We have to let you know if we are making a change, so we’ll send you a letter or put a message on your bill to give you time to contact us if you have any questions.

    Why are you increasing my Direct Debit when I’m in credit?

    Depending on the time of year and how much energy you use, your account may go into credit or debit. For example, over the summer months, you’re likely to build a credit on your account. This is to help cover larger winter bills.

    A Direct Debit is based on the cost of your estimated annual energy use divided into 12 even monthly payments to spread the cost over the year. As a result, we may need to increase your payments, even if you’re in credit.

    We’ll always tell you before changing your payment to give you time to contact us if you have any questions.

    Why has my Direct Debit payment increased without me being informed?

    We'll always let you know in advance if your payment is changing. We’ll send a letter or put a message on your bill. This gives you time to contact us if you have any questions.

    I've got a credit on my account, can I get it refunded?

    First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

    But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that's meant to cover the bill. Or for example, on a gas account during the summer months where the credit will be building to cover winter gas usage.

    To request a refund, please use our online form or contact us.

    I'm paying by Direct Debit, why is there a credit on my account?

    Your Direct Debit payment plan is spread across the year and based on your estimated annual energy use, so it's normal for your account to be in debit or credit at certain times of the year.

    We review your account at least once a year to make sure you're not paying too much or too little. If we think your monthly payments need to be changed, we'll alter them and let you know.

    If you'd like to change any of your Direct Debit details use our online form. 

    How do I change the monthly amount I pay by Direct Debit?

    We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, take a meter reading, then you can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

  • Moving house

    How do I tell you I'm moving house?

    You can use one of our online forms to let us know you're moving house.

    If you've already told us you're moving, you can give us your final meter readings by using our online meter reading form. Or, call us on 0800 107 9639* (we're open Monday to Friday 8am - 8pm and Saturday 8am - 2pm).

    I've had a bill addressed to the occupier (or someone else's name)

    If you've already been in touch with us, just ignore them. We'll be working to update the account to show that you're now responsible for the bills. We'll only bill you from the date you moved in and with the meter readings you gave us.

    If you haven't told us you've moved give us a call on 0800 107 9639* (we're open Monday to Friday 8am -8pm and Saturday 8am - 2pm).

    What information do I need?

    • Your details (including phone number and email address)
    • The address that you're moving from
    • The address you're moving to
    • The date of your move
    • The details of any new occupiers
    • Meter readings (you can take these on the date you move and tell us them within seven days of moving)

    When will I get my final bill?

    If you've given your meter readings from the day you moved, you should get your final bill within seven to ten days.

    Should I close my Direct Debit?

    We recommend that you keep your Direct Debit open so we can collect the final balance or refund any money we owe to you.

    Can I transfer my final balance and Direct Debit to my new address?

    Yes, staying with us at your new address means that we can transfer any balance to your new account. And your Direct Debit plan will be moved as well, which is one less thing to think about! 
    We'll make sure that you're paying the right amount at your new address by reviewing your payments.

    What happens with my boiler cover / phone / broadband when I move?

    If you have shield, our boiler cover, we'll end your contract and create a new one for you at your new address (if we can cover your boiler and system). If you decide to cancel your cover, there will be a cancellation fee.

    If you have phone and or broadband, we'll end your contract and start a new one at your new address. If you decide to not take the service with you, there will be a cancellation fee.

    Can you supply the gas and electricity at my new address?

    Yes, we're able to supply your energy almost everywhere in the UK.
    If your new property isn't supplied by us, make sure to tell the current supplier you've moved in. Then phone us to let us know you've moved and you can simply sign up your new house with us online.
    We'll take care of everything for you and tell the current supplier at your new address that you want to transfer your supply to us.

    I've already told you I'm moving and just want to give meter readings

    If you want to give us just your meter readings from the day you moved, use our moving house meter reading form. We'll update your account and send you the final bill. 

  • Your meter

    I can’t reach my meter - can it be moved?

    Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.

    If I change to a different type of meter, will I be charged?

    We don't always charge for changing a meter, it depends on the type of meter you intend to change.

    For example, if you wish to change from a Pay As You Go meter to a credit meter, a credit assessment is required and a £52 charge. However, there are a number of customers, including vulnerable groups, that are exempt from the charge. Please contact us for more information and one of our expert advisers will be happy to help and answer any questions.

    My meter box is broken, how do I get it fixed?

    It’s usually your responsibility to fix any damage to your meter box. However, if the damage was caused by a meter reader, then contact us so we can help. If it was damaged by your local electricity distribution company you’ll need to contact them. You can find the phone number to contact them in the front of your phone book.

    What is a Meter Serial Number and where can I find it?

    A Meter Serial Number is a unique number used to identify your meter. You'll be able to find this on the front of your meter, engraved into the meter box or printed on a sticker attached to the meter box. It usually contains a combination of numbers and letters.

    What if I want to change my pricing plan and it requires a meter change?

    If your meter needs to be changed when you change your price plan, we can arrange an appointment with you. Contact us to talk about changing your meter.

    What’s the best meter for me?

    Most meters are installed to match the central heating system in your property, so you should already have the right meter for your home. You can find more information on types of electricity meters or you can contact us and we’ll be happy to help.

    How does Economy 7 work?

    Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating, as you can charge them during the night. Your meter will have two rates – a day and a night rate. Each will record all electricity used during those times.

    The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper. This lets you heat both your home and your water more efficiently.

    For more details, contact us and we’ll be happy to help.

    What are the Economy 7 ‘off peak’ hours?

    The ‘off peak’ hours for Economy 7 vary depending on where you live, but generally they run between 11:30pm and 6:30am during the winter, and 12:30am to 7:30am during the summer.

    For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

    How does Economy 10 work?

    Economy 10 gives you ten hours of cheaper electricity in a day. It’s specifically designed for use with electrically-heated wet radiator systems.

    Your meter will have two rates – a normal rate and a low ‘off peak’ rate. Each will record all electricity used during those times.

    The normal rate is more expensive than on General Domestic, but the low rate is cheaper. So it’s ideal if you use your heating during these times.

    Please note that Economy 10 is only available in some parts of the UK.

    For more details, contact us and we’ll be happy to help.

    What are the ‘off peak’ hours for Economy 10?

    The ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.

    For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

    What happens to the 'off peak' times when the clocks change?

    The 'off peak' times will vary depending on where you live and the type of meter that you have.

    Some meters will automatically adjust themselves when the clocks go back or forwards, meaning that any appliances you have set on timers won't need to change. Other meters won't change with the clocks, so you'll need to manually adjust the timers on your appliances by an hour instead.

    For more details or to find out the exact hours for where you live, contact us and we'll be happy to help.

  • Pay As You Go meters

    Why is my token meter showing an error message when I’m trying to insert a token?

    If there is a problem with either your meter or the token that you’ve bought, your meter will display an error code. This error message is important as depending on what code is shown, the actions that need to be taken change. Make a note of the message, contact us and we’ll be happy to help.

    Why have I received a statement when I have a Pay As You Go meter?

    We send a yearly statement to show how much gas or electricity you've used. These are sent out for information only. If you receive a bill which isn't an annual statement, please contact us and we'll be happy to help.

    Why will my credit not transfer from my gas card?

    Sometimes cards can be faulty or may not be registered correctly. Your meter should show an error message. Make a note of the message and call us and we’ll be happy to help.

    My gas Quantum meter is showing OFF - what can I do?

    This message means that the valve inside your meter, which allows gas to flow through into your property, has closed. You should:

    1. Check to see if there are any error messages showing on your meter.
    2. If there are no messages, put your card into the meter and press and hold the red button until the valve opens. You should be able to hear the valve mechanism open.
    3. If there’s an error message on the meter or if the valve doesn’t open, call us and we’ll be happy to help. 

    What is Pay As You Go emergency credit?

    If you find yourself out of credit, the meter has an emergency level of credit to keep you on supply until you have the chance to top up.

    How does electricity Pay As You Go emergency credit work?

    You can only use your emergency credit once your pre-paid credit is at or is below 50p.

    How it works: 

    • When you want to use your emergency credit, insert your key into the meter.
    • If the key is left in the meter, the emergency credit is automatically activated if the credit drops below 50p.
    • When using your emergency credit, the display on your meter changes to show the letter 'e'.
    • It'll also show the amount of emergency credit left.

    Returning to normal use:

    • To return to normal use, you'll need to put credit on your key.
    • You can find out the smallest amount needed to return your meter to normal use by pressing the blue button once on your meter.

    Remember, you'll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use. 

    How does gas Pay As You Go emergency credit work?

    You can only use your emergency credit once your pre-paid credit is at or is below 50p.

    How it works: 

    • When you want to use your emergency credit, insert your gas card into the meter.
    • You'll then be offered the emergency credit.
    • To accept it, press the red button A. 

    Returning to normal use:

    • To return to normal use, you'll need to charge your card.
    • If you wish to see how much emergency credit you've used, remove the gas card and press and release the red button A.

    Remember, you'll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use. 

    Can I top up my Pay As You Go meter online?

    We don't currently offer this facility, however it will be available with the introduction of Pay As You Go smart meters.

  • Green Deal

    What is Green Deal? 

    Green Deal is a government initiative where people can install energy efficiency measures in their properties with no upfront cost. There's a range of measures available to help reduce energy bills that perhaps many people wouldn't have considered before Green Deal. The aim is to ensure everyone will be more comfortable in their homes and reduce their energy cost and carbon footprint in the long term.

    A finance deal will be agreed with an Energy Performance Certificate (EPC) assessor from a provider before any measures are installed. This agreement will determine how much the customer will need to pay back through their electricity bill. Depending on the heating source at the property, customers could see an increase in their electricity bill due to their Green Deal repayments, but should find the energy efficiency measure(s) installed will reduce the cost of the other fuel (for example gas, oil heated systems and biomass heating systems, among others). 

    Energy Company Obligations (ECO) – what are our responsibilities?

    The government requires us to make sure we're doing all we can to reduce our carbon emissions. We also need to make sure we're looking after our vulnerable customers by helping them to make their properties as energy efficient as possible, but within their means of affordability at the same time.

    ECO can also offer financial help towards some hard-to-treat properties; for example solid wall insulation can be very expensive. The Energy Performance Certificate (EPC) assessor may decide that the customer can afford to repay some money towards the measure under the Green Deal finance agreement, but not all of it. This is where ECO would pay the remainder. In some cases ECO may pay for the total costs of the measures being installed. 

    What is the provider's role?

    The provider's role is to deliver a quote for the work at the property and discuss a finance package, and then complete the installation of the measures once the finance package has been agreed with the customer.

    When can I sign up for Green Deal?

    Green Deal assessors are already completing assessments of customers' properties to see if they'd benefit from having energy efficiency measures installed. Formal applications can only start from 14 January 2013 and Green Deal finance agreements can only start being made from 28th January 2013. After the Consumer Credit Act (CCA) cooling-off period, the agreed work can go ahead.

    What measures will be available under Green Deal? 

    Most providers will offer a huge range of energy efficiency measures:

    • Air source heat pumps
    • Biomass boilers 
    •  Biomass room heaters
      (with radiators)
    •  Cavity wall insulation
    • Chillers
    •  Cylinder thermostats
    •  Draught proofing
    • Duct insulation
    •  External wall insulation systems
    •  Fan-assisted storage heaters
    •  Flue gas heat recovery devices
    •  Gas-fired condensing boilers
    •  Ground source heat pumps
    •  Heating controls for wet central heating systems
      or warm air systems
    • Heating ventilation and air-conditioning controls
      (including zoning controls)
    • High performance external doors
    •  Hot water controls
      (including timers and temperature controls)
    •  Hot water cylinder insulation
    •  Hot water showers
    •  Hot water systems
    •  Hot water taps
    •  Internal wall insulation systems
      (for external-facing walls)
    •  Lighting systems, fittings and controls
      (including rooflights, lamps and luminaires)
    • Loft or rafter insulation
      (including loft hatch insulation)
    •  Mechanical ventilation with heat recovery systems
    •  Micro combined heat and power
    •  Micro wind generation
    • Oil-fired condensing boilers
    •  Photovoltaics
    •  Pipework insulation
    •  Radiant heating
    • Replacement glazing
    •  Roof insulation
    •  Room in roof insulation
    • Sealing improvements
      (including duct sealing)
    •  Secondary glazing
    •  Solar blinds, shutters and shading devices
    •  Solar water heating
    • Transpired solar collectors
    • Under-floor heating
    •  Under-floor insulation
    •  Variable speed drives for fans and pumps
    •  Warm-air units
    •  Waste water heat recovery devices attached to showers
    •  Water source heat pumps

     

    For more information, please head to www.gov.uk/greendeal.

    How will I pay back my Green Deal finance?

    The provider will contact your electricity supplier advising them that:

    • Energy efficiency measures have been installed at the property
    • What the daily Green Deal charges will be, and
    • What date they should start being charged by their energy supplier for the Green Deal package.

    Your supplier will send you a letter to confirm the Green Deal daily charge and start date once they have receive this information. Green Deal daily charges will be collected through your electricity bills or Pay As You Go meter.

    The 'daily charge' is the amount the customer will pay back towards the Green Deal finance that has been taken out.

    I have a Pay As You Go meter. Can I have Green Deal?

    In most cases, the answer is yes. Customers with Pay As You Go meters for their electricity will be able to apply for a Green Deal agreement. Where it's difficult to remotely programme changes onto the meter, however, your Pay As You Go meter may need to be updated to a modern style before a Green Deal can go ahead.

    I’m renting a property. Can I have Green Deal?

    Yes, but you'll need your landlords permission and both of you will need to sign the Green Deal agreement. This is because a Green Deal finance agreement stays with the property rather than the people living in the property, so the owner (your landlord) has to agree for the energy efficiency measure(s) to be installed.

    Where can I find a list of Green Deal providers?

    You can call the Energy Savings Advice Service, ESAS, on 0300 123 1234.

    I’ve been approached by a Green Deal assessor. How do I know if I’m getting the best deal for me?

     We would always suggest that you shop around for a few quotes to make sure you get the best one to suit you and your home. You can find providers working in your area by visiting www.gov.uk/greendeal.

    I've agreed to have measures installed at my property. Do I have a cooling-off period?

     Yes, as with any financial agreement, there is a cooling-off period. Further details are available from your Green Deal Provider. See www.gov.uk/greendeal for more information.

    I've taken out a Green Deal and my measures have been installed. Can I change to a new supplier?

    Yes, you can, but you would need to make sure the energy supplier you want to move to can collect the Green Deal charges. Suppliers with more than 250,000 customers have to support Green Deal. However, any supplier with fewer than this number of customers can choose whether they want to support Green Deal. The Energy Savings Advice Service (ESAS) can give you information regarding whether your chosen supplier can support billing and collection of Green Deal charges. See www.gov.uk/greendeal for more information. 

    Now I've had energy efficiency measures installed, will I still get my Winter Fuel Allowance?

    You will still get the Winter Fuel Allowance for as long as the government supports it and you meet the required criteria.

    I'm unhappy since taking out my Green Deal package. What do I do next?

    The best thing to do is contact us so we can try and resolve any issues you have; however, we may not be able to help in every scenario. For more information have a look at the Energy Saving Trust's website at www.greendealorb.co.uk. They're an independent body and will be able to help with any questions or complaints you may have. 

    Can I choose any supplier to collect my Green Deal charges?

    The 'Big 6' energy suppliers are obliged to be able to collect and transfer Green Deal Charges, but smaller suppliers aren't. If you would like to switch to a smaller supplier, you should make sure that the chosen supplier is able to collect and transfer Green Deal Charges before switching.

    If you do sign up to a supplier who is unable to collect Green Deal Charges, the supply transfer will be objected to and you will stay with the original supplier.

    Who do I need to contact if I have any other questions about Green Deal?

    If we haven't been able to answer your question yet, have a look at our contact details. You'll be able to call or webchat with one of our expert Green Deal advisers. You'll also find contact information for other useful companies and organisations that might be able to help.


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