We have four pages of gas & electricity FAQ's, so if you have a question on a specific topic please use our index below:

Page 1: Q & A on tariffs, payment, entering your details and moving home

Page 2: Q & A on contracts, energy safety and changing your supplier

Page 3: Q & A on energy regulation, services for the less able, energy efficiency and meters

Page 4: Q & A on your supply number and dual fuel options

 

When did competition in the gas and electricity markets begin?

Why should I consider changing supplier?

How much can I save by switching suppliers?

Will there be any interruption to my gas or electricity supply?

What about customer service?

What should I take into consideration when choosing a supplier?

Do I need to contact my existing supplier if I want to switch supplier?

Who reads my meter when I change supplier?

What happens if I am in debt to my previous supplier before switching to my new supplier?

Can my current supplier prevent me from switching to a new supplier?

Will I need a contract?

Can I cancel a contract once I have applied for it?

How many different types of contract are there?

What is a rolling contract?

What is a fixed term contract?

What happens if my new supplier increases its prices or changes contract terms?

Who is responsible for safety and supply interruptions?

What should I do if there is a gas leak?

Changing your supplier

Q. When did competition in the gas and electricity markets begin?

A. Competition was introduced into the domestic energy markets in Great Britain in phases from April 1996 through to May 1999, initially for gas and then for electricity. All households in Great Britain are now free to choose their suppliers of electricity and gas.

Q. Why should I consider changing supplier?

A. You could save yourself a considerable amount of money. In addition to the savings, most suppliers now offer a range of additional features with their product offerings which can not only make it more convenient for you to pay your bill (e.g. by monthly Direct Debit or online), but also allow you to earn loyalty points (AirMiles or Tesco Clubcard Points for instance). In addition to each supplier’s tariff, we have a catalogue of all the available payment options and product features. This allows you to pick the product you want easily and quickly.

Q. How much can I save by switching suppliers?

A. The amount you save depends on a number of factors:

• The amount of competition in your area;
• How aggressive the pricing policy of your existing supplier is;
• How much energy you use;
• How you pay your bill.

Our own research shows that the average savings quoted to all our users is around £160 per year. The top 10% of energy consumers with very high current bills receive annual savings quotes of £500 or more. To find out exactly how much you can save, please feel free to use our service.

Q. Will there be any interruption to my gas or electricity supply?

A. This would be very unlikely. Your new supplier will use exactly the same wires, pipes and meters that you currently use. Your new supplier will also contact your existing supplier to arrange for the transfer of your supply. The only thing that you will notice is that your bill will come from your new supplier.

Q. What about customer service?

A. If you want to apply to a new supplier we recommend that you check the description of the new supplier that we have compiled for you. You can do this by following the links from the tariff results pages. These descriptions will contain information on the range of services offered by the new supplier. You can also obtain information on a suppliers level of customer service, such as call centre availability, by calling the supplier direct.

Consumer Focus, the consumer watchdog, also publishes statistics on the number of complaints received by suppliers. You can find more information on complaints statistics. Please note, however, that complaints and customer service are not necessarily the same thing.

Q. What should I take into consideration when choosing a supplier?

A. There are multiple factors that you should consider in working out which product and supplier is right for you. These include prices, payment options, contract terms, and any other benefits and services on offer. Fortunately, this service has pulled together all this information in one easy to use website, in order to make this easier for you.

Q. Do I need to contact my existing supplier if I want to switch supplier?

A. Your new supplier will arrange the transfer for you. You do not need to contact your previous supplier. Once you have signed up for a new supply contract, your new supplier will let your previous supplier know on what date the change is taking place. You should ensure that you pay your final bill promptly. If you pay by direct debit or standing order, please make sure you cancel these arrangements once the final bill has been paid.

Q. Who reads my meter when I change supplier?

A. Your meter reading needs to be taken when you change supplier. Your new supplier will either arrange for your meter reading to be taken, or they may ask you to take the reading yourself. Details of the final reading will be sent from your new supplier to your old one, so that your previous supplier can send you a final bill.

Please keep a note of your meter reading on the date that you transfer supplier. You will need this information if you do not agree with your final bill.

Q. What happens if I am in debt to my previous supplier before switching to my new supplier?

A. If you do not pay your final bill promptly, the new supplier may be asked to add the outstanding amount to your next bill. You may also incur additional charges for late payment.

Q. Can my current supplier prevent me from switching to a new supplier?

A. As long as you are not in debt with your existing supplier, they cannot prevent you from switching.

Contracts

Q. Will I need a contract?

A. If you are changing supplier you will have to enter into a contract with the new supplier. The contract will specify the price you will pay and the terms and conditions of supply.

Q. Can I cancel a contract once I have applied for it?

A. After signing up to a new supplier through this service, you are allowed a ‘cooling off’ period of between 7 to 14 days. During this period, you can cancel the contract without penalty, provided the services you are purchasing are in excess of £35. After the ‘cooling off’ period has lapsed, you will have to give the supplier notice of your intention to end the contract. The notice that you need to give will depend upon the type of contract you took. Most contracts require 28 days notice prior to termination.

Q. How many different types of contract are there?

A. There are two basic types of contract; rolling contracts or fixed term contracts.

Q. What is a rolling contract?

A. A rolling contract (sometimes also called an evergreen contract) is one that carries on until you cancel it. During the period of the contract, the price of electricity can go up or down in accordance with the terms of the contract. You can end this type of contract at any time on 28 days notice if you are moving to another supplier, or 2 days notice if you are moving house. There is rarely any cancellation fee. Rolling contracts may contain periods during which the supplier guarantees not to increase prices. If you cancel during one of these periods you may be liable for a cancellation fee.

Q. What is a fixed term contract?

A. A fixed term contract usually applies to businesses or other very large users of energy. This contract is fixed for a given period, perhaps one or two years. If you terminate a fixed term contract early, you may be liable for a fee. There are two main exceptions where fixed term contracts can be cancelled without penalty, first when you are moving house, and second, when your supplier increases its price.

Q. What happens if my new supplier increases its prices or changes contract terms?

A. The supplier must provide at least 10 days notice in writing to announce significant changes in the terms of contract. You will then have a further 14 days to decide and let your existing supplier know whether you intend to end your contract and switch to another supplier. If you do decide to move within this timeframe, you will continue to be billed for the energy you use at the old contract terms until such time as you transfer to your new supplier. You will not be liable for any cancellation fees.

If you are unhappy with any price increase, please come back to us to see if we can get you a better deal.

Safety

Q. Who is responsible for safety and supply interruptions?

A. Your supplier must provide you with a 24-hour emergency number which you should call if you think there is a safety problem with your meter, the electricity cables, gas lines or other equipment running into your home. You should also call this number if you experience any energy cuts at your home.

Your supply company is not actually responsible for the wires, cables and pipes that supply energy into your home; this is the responsibility of the local distribution company. If you have a power cut which is not restored within 24 hours, then you are entitled to claim compensation.

Q. What should I do if there is a gas leak?

A. The company responsible for all gas emergencies is National Grid. Their national Freephone number for emergencies is 0800 111 999.

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