FAQs - Frequently Asked Questions

Switching your gas and electricity supplier

Why should I change my energy supplier?
How much money can I save?
Can I get a better deal somewhere else?
What is involved in changing suppliers?
How long does it take?
When can I change supplier?
Will there be any interruption to my gas or electricity supply?
If I decide to switch suppliers do I need to contact my current supplier?
When should I cancel my Direct Debit with my current supplier?
Can I get gas and electricity from the same supplier?
What is dual fuel?
Can I switch if I owe money to my current supplier?
Can my current supplier prevent me from switching to a new supplier for any other reason?
Who reads the meter when I change supplier?
I am a prepayment customer. Can I change suppliers?
Who are the new suppliers?
What should I consider when choosing a new energy supplier?
Does customer service matter?
I want to switch. What information do I need to be able to use your calculator?
What if I don't know who my current supplier is?
I've signed up for a contract, and then changed my mind. Can I cancel it?
I have special needs. Will my new supplier provide the services I require?
OK I'm convinced. I want to change my gas and electricity supplier, how can I find the best deal?

Bills and Billing

When I switch supplier, how is the final bill calculated?
What if I disagree with the final bill from my previous supplier?
I think my gas or electricity bill is wrong. What should I do?

Difficulty with paying your bills

What should I do if I have difficulty paying my gas or electricity bills?
How will my supplier be able to help?
If I can't pay my bill, could I be disconnected?
What else that I can do?

Complaints

What should I do if I have a complaint about my new supplier?
How can energywatch help?
What sort of problems can energywatch help me with?
Where can I get more information?

Dual Fuel

What is dual fuel?
Is dual fuel a better option?
Is dual fuel cheaper than buying gas and electricity from different suppliers?
Who offers dual fuel deals?
Can anyone apply for a dual fuel deal?
Can I switch back from a dual fuel contract with one supplier to separate gas and electricity contracts from different suppliers?
How many bills will I receive for my gas and electricity?

Energy Contracts! Well you asked

When switching energy supplier, will I need a contract?
If I enter into a contract, can I then cancel it?
How many different types of contract are there?
What is a rolling contract?
What is a fixed term contract?
What is a deemed contract?
What should I do if I am on a deemed contract?
What if my new supplier increases its price or changes contract terms?

Energy Efficiency

Does energy efficiency matter?
Where else can I find information on energy efficiency?
Where can I find information on energy efficiency grants?

Meters, Metering and Meter Numbers!

What kind of electricity meter do I have?
Will my meter(s) change if I switch energy suppliers?
Who reads the meter when I change supplier?
Gas meter number (MPRN) - what is it, and where do I find it?
Supply Number (MPAN) - what is it, and where do I find it?
What does my supply number look like? What information does it contain?
Can I change my Meter?
Can I have my meter moved?
What if my meter is not measuring my energy consumption correctly?

Moving House?

I'm moving house - what do I need to do?
What happens if I forget to notify my supplier that I am moving?
What happens if I do not sign up to a new contract at my new home?
What should I do if I am on a deemed contract?
Anything else?

My Information. What do you need and why?

When searching for a deal?
When making an application?

Regulation, regulators and watchdogs

Who regulates the energy industry in Great Britain?
What is Ofgem?
What is Ofgem's role?
How can I contact Ofgem?
Who looks after the interests of gas and electricity consumers?
What is energywatch?
What is energywatch's role?
How can I contact energywatch?

Safety

Who is responsible for gas safety?
Who is responsible for electricity safety and supply interruptions?
What is the Priority Services Register?
Where can I get a list of emergency telephone numbers?

Services for elderly, disabled, chronically sick and special needs customers

I have special needs. Will my new supplier provide the services I require?
What information do energy suppliers need about me?
What sort of additional help is available?

General

What is Economy 7 electricity?