Skip to content

Help and support

Switching with us is easy!

Our team of energy experts will be with you every step of the way throughout the transfer process. To get a quote, give our sales team a call on 0800 160 1001.

I’ve just signed a contract with you. What do I need to do with my current supplier?

Once the contract is in place, we will contact your previous supplier to let them know of your intention to leave. Please ensure that you have terminated your contract with your supplier or there may be some delays in transferring your energy supply.

How do I get my opening read to you?


Around the period of the transfer, we will send a meter reading agent to take an opening reading from your meter. This means that your account will be accurate from the moment you transfer to us.

We will also send this reading to your previous supplier so that they can close your account with the same reading.

This meter reading can be taken from five days before to five days after the transfer.

We always advise our customers to take their own meter readings too, just in case the agent isn’t able to access your meter during this  time.


Please take a meter reading from your business electricity meter as close to the date of your transfer as you can. The reading can be taken from five days before to five days after the transfer.

What should I do if I haven’t received my final invoice from my previous supplier?

When we obtain an opening meter reading, we send this to your previous supplier so they can produce your final invoice. If you have not received your final invoice within a month of changing suppliers, we suggest that you contact your previous supplier.

How do I know how much I’m paying for my energy?

Your current prices will be stated on your contract, and they can also be seen on your latest invoice for fixed rate contracts or they will be reflected in market prices with a variable contract.

What’s included in my price?

Your price will be a mixture of energy costs, transportation costs and the other costs we incur supplying you with energy. The costs involved differ depending on the type of meter(s) you have, transportation, geography and usage profile and other factors.

How do I know when my contract expires?

This will be stated on your contract or if you have received one, on your latest invoice.

What happens when my contract expires?

If you have not signed a new contract with us or moved supplier, you will be placed onto deemed rates and are free to leave us when you wish.

Do I qualify to pay 5% VAT on my energy? If so what do I need to do?

If your site is a non-profit making organisation (e.g. a charity or a hospital), you will be charged 5% VAT. To ensure you’re paying the correct VAT, we must receive a valid exemption certificate. To find out if you qualify, please contact HM Revenue & Customs.

5% VAT (gas usage) 

You can also be charged 5% VAT if your premises/site (at account level) consumes below 4,397kWh in any given month. This is automatically calculated on your invoice.

5% VAT (electricity usage)

You will be charged 5% VAT if your premises/site consumes below 33 units per day on average per calendar month. Should this be exceeded then the full rate of 20% VAT will apply. This is automatically calculated on your invoice.

What is CCL?

The Climate Change Levy (CCL) is a government tax on the use of both gas and electricity by businesses, agriculture and the public sector. Where CCL is applicable*, it will appear as a separate line on your invoice and is subject to VAT. 

Date FromDate toGas p/kWhElectricity p/kWh

For more information, please follow this link to to read about CCL charges.

*CCL is not applicable where VAT is charged at 5%, for domestic supplies or for non-business charity use. A CCL exemption form will be sent with a 5% VAT form. All forms are available to download in the Quick Links menu.

What does a deemed rate mean?

These are the rates that you will receive when your contract with us expires or is terminated and you have not signed a new contract or moved supplier, or in some other specific situations for which we will provide appropriate guidance at the time.

What is the smart meter programme?

The Department for Business, Enterprise and Industrial Strategy (BEIS) has set a mandate of 31st December 2020 for energy suppliers to install a smart meter for all their domestic and small business customers in Great Britain. AMR devices will continue to be used in larger non-domestic businesses but the option to install either an AMR device or smart meter at smaller non-domestic premises was phased out on 5th December 2018, and now only smart meters can be installed.

What are smart and AMR meters?

Smart meters are the new generation of gas and electricity meters and sends automatic meter readings directly and securely to us as your designated energy supplier. AMR stands for Automated Meter Reader, which is a device that transmits the meter reading to us. Both advanced meter technologies result in accurate bills and a reduction in estimates and manual meter reads.

What is the difference between AMR and smart?

InstallationMeter Exchange/New ConnectionMeter Exchange/New Collection
Data SecurityEncryptedEstablished Industry File Flows
‘Real Time’ AlertsYesNo
ConnectionBespoke Wireless SystemSIM Card
Read/Data FlowTo supplier via DCC (Data Communication Company)To supplier via Data Collector
Customer EligibilityDomestic, MBC and Non-MBCNon-MBC only

Do I need a broadband connection or mobile signal at my premises to use smart or AMR meters?

Smart meters use an entirely separate and secure wireless system. You don’t need wi-fi in your property for it to work, and it won’t use your wi-fi if you have it.

AMR devices communicate with SMS and therefore need very little signal strength. The device contains a roaming SIM which allows the installer to obtain the strongest signal. If necessary, a fixed phone line can be installed (electricity meters only). The costs will be passed onto the customer. For gas meters, the solutions include extended cabling and logger repositioning.

Do I need a smart meter for gas and another for electricity?

Yes, both meters will be replaced. We cannot guarantee that these will be done at the same time as you may not have all meters with us.  Where possible, we are able to identify dual fuel sites upfront we will endeavour to offer a dual fuel appointment.

Will I experience any disruption during the upgrade?

Yes, for installation of either type of meter upgrade, the gas or electricity will be off for a period of time. The length of time and expected disruption will be discussed with you during the process of making an appointment. For AMR the estimated times are around 20 minutes for electricity meters and from 30 minutes to 4 hours for gas meters (dependent on meter size).

If I have an existing smart meter, will it remain smart if I change supplier?

In time, yes. All smart meters have to comply with a smart metering equipment technical specification (SMETS) version. If the customer has the latest version (SMETS2), the meter will retain its smart capability. However, if the meter is a SMETS1, some customers may experience meter interoperability issues meaning the new supplier may not be able to retrieve readings remotely. There is an ongoing programme within the industry to ensure all SMETS1 meters are enrolled with the DCC to commence making them fully smart in 2019.

I’m considering moving away from my current supplier. What do I need to do?

It is important that you check the end date of your contract. Unfortunately you will not be able to switch your supplier until your contract ends and the applicable termination notice is given.

I want to change supplier, but my current supplier has objected, Why?

If you are on a fixed term contract and that term has yet to expire, or you did not give sufficient notice of termination, this may be the reason that your transfer has been rejected.

Objections & Transfer blocking

Objections are a way that all energy providers can hold the switching process for their customers.

Your energy provider can raise an objection to the transfer of your energy supply in certain circumstances. The most common objection to a transfer of supply is if you are still in contract with your current provider.

What do I do if there is a gas emergency?

If you can smell gas and believe there is a gas leak follow these important steps:

  • Open doors and windows for ventilation
  • Do not turn any electrical switches on or off
  • Extinguish all naked flames
  • Turn the gas off at the meter/emergency control and leave it off until the escape has been repaired
  • Report the gas escape on 0800 111 999
  • If an electrical security entry lock/phone is fitted, then this must not be operatedThe door must be opened manually when the National Grid engineer arrives

What do I do if there is an electricity emergency?

In the event of an electricity emergency or power cut, call: 105

This national emergency number is free of charge and will put you through to your local electricity network operator who can give you help and advice.