Energy FAQs

Frequently Asked Questions (FAQs)


Energy updates

Not at the moment. Due to rising costs, many providers have removed their deals from the market, so we’re unable to switch you right now. But we’re still on a mission to keep the pounds in your pocket. 

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Energy is getting more expensive. Some gas and electricity companies are going bust and many other suppliers have withdrawn their tariffs.

This means there are less tariffs to choose from and you’ll have to pay more.

If you’re on a fixed tariff, your energy supplier will automatically move you to their default standard variable tariff (SVT).

SVT’s are based on wholesale prices which have risen. Keep an eye on what this means for your bill as prices can change.

For most people “do nothing” is recommended once your deal ends because currently there’s no fixed tariffs out there that are cheaper than the price cap.

Energy supplier

No, we won’t be able to sort out any problems to do with your actual energy supply or bill, and we can’t contact suppliers on your behalf. 

This is because suppliers, like us, have privacy policies in place to prevent anyone other than the account holder accessing the account.

If you have any energy queries you’ll need to contact the supplier’s own customer service team.

Your energy supplier will usually have its contact details on its website, or there may even be an online chat function you can use to talk to customer services instantly.

Make a note of the date and time, who you speak to and the conversation you have. That way you can send a follow up email if your problem isn’t solved over the phone or via the online chat – this means you’ll have a record of the discussion. 

What to do if you’re unable to contact supplier

If you can’t get an answer from your supplier, get in touch with Citizens Advice for guidance on what you can do next, such as making a complaint.

You’ll need to get any supporting evidence that might be relevant to your problem, like: 

  • photos of a broken energy metre
  • copies of incorrect bills
  • notes from phone calls or copies of email exchanges
  • any other communication about the issue your supplier has sent you

You’ll also need your account number and an explanation about why you’re making the complaint.

When that’s organised, you can submit your complaint to your supplier over the phone, by email or post. Your supplier should have their complaints procedure online which should help.

Read our full guide on How to contact your supplier.

Energy bill

You should be able to find your tariff on your energy bill under a section called ‘About your tariff.’

You can also contact your current supplier and ask.

Alternatively, to find out who supplies your electricity, you can use the Energy Network Association search tool to find your network operator using your postcode. Then contact your network operator to find out who your supplier is.

It’s a bit simpler to find out who supplies your gas – you can use the Find My Supplier online tool for free to quickly find out.

Most energy bills will have your annual usage figures on them. This may be written as your “estimated annual consumption”.

You can find your annual usage on a bill or statement from your supplier, by logging in to your account or getting in touch with your supplier.

Each month, you will pay a direct debit to your supplier. This amount is an average for the amount of gas and electricity you are expected to use in a year.

In the summer months, it’s likely you’ll use less energy, so your direct debit amount will be more than the amount you’re using. This will mean your account will be a credit, i.e. you’ve used less than what you’ve paid for. In the winter months, you will use more energy, more energy than your direct debit amount. The credit you build up in summer will be used against these underpayments.

In essence, your direct debit amount does not mean you are able to use unlimited energy. Rather, it covers the cost of your energy throughout the year. If you think you are paying too much or too little, you can speak to your supplier to adjust the amount.

Energy jargon-buster

Prepayment, or ‘pay as you go’ meters, are for customers who pay for the energy prior to using it.

Customers will top up their payment key, card, or smart app, and it will add money to the meter to start providing energy to the home.

This is different to customers who pay by direct debit, who pay for their energy after they have used it, by paying bills to their supplier.

Fixed tariffs guarantee that your unit price for gas and electricity will not change for the duration of your fixed term. For example if you have a fixed tariff for a year, the unit rate and standing charge will stay the same for a year.

Variable rate tariffs mean that your supplier can change the price of your unit rate for the duration of the plan; your unit rates are not guaranteed for the duration of the plan in this case.

Your MPAN (Meter Point Administration Number) or Supply Number (S-Number) is the unique reference code that identifies your electricity meter. The number allows your new electricity company to identify your meter easily and quickly.

Usually, your MPAN can be found on your bill, often called your “supply number”.

I don’t have a bill!

Don’t worry, you can get your MPAN elsewhere. First, you can always call your supplier and ask them to give you your MPAN over the phone.

If you can’t do that, then there is another way too. The UK is split into 14 different regions and each region has a local distribution company. They keep a record of the MPANs for each household. To check who your local distributor is you can visit the Energy Networks website.

The Priority Services Register is a free support service to help people in vulnerable situations.

Energy suppliers and network operators offer it. Each keeps their own register. You need to contact them directly to get on it.

To learn more, visit Ofgem

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