Gas & Electricity - Frequently Asked Questions

What is involved in changing suppliers?

Your first decision is to choose the supplier who offers the best price or service to suit your needs. The uSwitch calculator will help you find the best deal based on your own specific preferences. You can then provide us with your details, which will form the basis of your contract with your new supplier. Your new supplier will contact you shortly after your online registration to confirm the details of the transfer, and to arrange an initial meter reading, which normally will also be used by your old supplier to issue you with a final bill. The switching process normally takes between 28 and 45 days.

When can I change supplier?

Now! The uSwitch calculator will provide you with an impartial deal on the best deal for your gas and electricity supply, and enables you to switch to your preferred supplier/s at the click of a mouse.

Will there be any interruption to my supply?

No. Your new supplier will continue to use exactly the same wires, pipes, and meters as you currently use. Your new supplier will also contact your existing supplier to arrange the transfer of your supply. The only change you will see is that your bill will come from a different supplier.

If I decide to switch suppliers do I need to contact my current supplier?

Your new supplier will arrange the transfer for you, however you should ensure that your new supplier takes a final meter reading at the date of transfer in order for your current supplier to produce a final bill.

When should I cancel my Direct Debit with my current supplier?

As the transfer process usually takes between 28 and 45 days, you should not cancel your Direct Debit authority with your current supplier until the transfer of your supply has been confirmed. A final meter reading and final bill should be arranged with your existing supplier, and your Direct Debit cancelled once the bill has been paid.

Do I have to change supplier?

No. If you do not wish to change supplier you will continue to be supplied with electricity and gas from your current suppliers. However, they might not provide the best deal for you.

Can I get gas and electricity from the same supplier?

Yes. Many suppliers are now able to supply you with both gas and electricity. Some gas and electricity suppliers offer combined plans that may include incentives, discounts or reduced prices to those customers who opt to have both their gas and electricity supplied by the same company.

What is a combined plan?

Combined plans are specific plans offered by some suppliers to those customers who choose to have both their gas and electricity supplied by a single supplier. These plans are often referred to as "dual fuel" deals, and typically include incentives, discounts or reduced prices.

I'm not sure who my current supplier is?

If you are not sure who is currently supplying gas and/or electricity to your property, you should:

• try and find out by reviewing any recent bills you may have paid;
• to find out who your current Gas supplier is, you can contact the Meter Number Helpline on 0870 608 1524;
• to find out who your current Electricity supplier is, you could ask your landlord or letting agency, or alternatively contact your regional electricity supplier - you can obtain their phone number from directory enquiries.

Can I change if I'm in debt to my current supplier?

If you are in debt to your current supplier, or have a bill outstanding for more than 28 days, you may be unable to switch until you have paid the outstanding amount.

How can I save money?

To find the cheapest supplier, input your details into our calculator to see the best deals in your area based upon a comparison of each supplier's charges, tailored to accommodate your preferences as to payment methods and range of services offered.

I'm moving house - what do I need to do?

Firstly, you should ensure that you notify your existing gas and electricity suppliers that you are moving, and arrange a final meter reading to be taken, and a final bill to be issued.
You should first identify who supplies your new home with gas and electricity, either by asking the previous owners or tenants, or your landlord or letting agency. If you are still unsure, your can find out who your current gas supplier is by contacting the Meter Number Helpline on 0870 608 1524. To find out who supplies electricity to your new home, you should contact your regional electricity supplier - you can get their phone number from directory enquiries.
Once you have these details, use the uSwitch calculator find the best deal for your new property, tailored to your individual requirements.

MPRN (Gas Meter Point Reference Number) - what is it, and how do I find it?

Your MPRN is the unique identifying number of the Gas meter at your property. Your MPRN is a 10 digit number, commonly referred to as an "M" number, and can be found on your gas bill. If you can't locate your MPRN, you can call the Meter Number Helpline on 0870 608 1524.

MPAN (Electricity Supply Number) - what is it, and how do I find it?

Your MPAN is the unique identifying number of the Electricity meter at your property. Your MPAN is commonly referred to as a "Supply Number" or "S" number, and it can be found on your electricity bill. If you can't locate your "S" number, you should contact your current electricity supplier, who will be able to tell you the number.

Service Rating - what is it, and how is it calculated for each company?

uSwitch have designed a unique and completely impartial rating system to assess just how good each supplier's service is; in terms of the range of services that they offer, and in relation to how they have performed in recent times in dealing with both new and existing customers.
Information on the range of services offered by each supplier has been independently obtained and assesses the level of services offered by each supplier including available payment methods, call centre and customer service availability, and the range of valued added services offered to customers.
Information on performance has been obtained using publicly available information, primarily published by the industry regulator Ofgem. Performance criteria measured include an assessment of how successful each supplier has been in managing their existing customers, together with an assessment of how well they have dealt with new customers in terms of acquisition, and ease of transfer of supply.

Who is responsible for electricity safety and supply interruptions?

Your new electricity supplier will give you a 24-hour emergency help number, which you should phone if you think there is a supply or safety problem.

What if there's a gas leak?

Transco is responsible for dealing with gas emergencies. Their national Freephone number for emergencies is 0800 111 999.

I have special needs - will my new supplier provide the services I require?

All suppliers are required to comply with an industry code of practice governing the way in which they deal with elderly, disabled and chronically ill customers. They must also provide facilities to assist blind and partially sighted customers, and also deaf and hearing impaired customers.

I am a prepayment customer. Can I change suppliers?

You can change suppliers, but this service is not available with uSwitch at the present time, however prepayment customers will be able to use our service very soon.

Can I change to an Economy 7 Meter?

You can change to Economy 7, but since this involves a change of meter, you will firstly need to contact your existing supplier to arrange this. Your supplier may charge you for this service. Once you have changed meter, the uSwitch calculator will show you the best Economy 7 deal for you.

Who deals with complaints about my new supplier?

If you have a complaint, you should firstly try and resolve it with your supplier directly. If you are not satisfied with their response, you can contact OFGEM, who will investigate the matter on your behalf. Customers with gas complaints can additionally seek assistance with complaints from the Gas Consumers Council.

What about Energy Efficiency?

Efficient use of energy in your home is important for you to consider, since this can help you save money and help the environment. Many energy companies have energy efficiency programmes and you may be eligible for a grant from the government. You can obtain information on energy efficiency programmes from the Energy Efficiency website (http://www.est.org.uk) or from your local Energy Efficiency Advice Centre, which can be contacted by calling 0800 512 012.

What is Ofgem?

Ofgem, the Office of Gas and Electricity Markets, is the independent regulator of the gas and electricity industries. Ofgem was formed in June 1999 by combining the functions of the former Office of Gas Supply (OFGAS) and the Office of Electricity Regulation (OFFER). The body was set up by the government to protect the interests of all gas and electricity customers, and to promote competition in the supply and regulation of the gas and electricity industries throughout Great Britain. Ofgem can be contacted on 020 7901 7000, or by post at Ofgem, 9 Millbank, London SW1P 3GE. Alternatively, visit their website at www.ofgem.gov.uk

What is energywatch?

Energywatch is a statutory body representing the interests of gas and electricity consumers in the UK, and offers free help and advice. They can be contacted by writing to Energywatch, Abford House, 15 Wilton Road London, SW1V 1LT, or by phone on 08459 060708 (gas) and 08456 013131 (electricity).

Why can I not find any deals with Independent Energy?

Further to the announcement on Friday 8th September 2000, Independent Energy have called in the receivers. This means that you will not be able to switch your gas or electricity supply to Independent Energy. Ofgem have confirmed that customers currently being supplied by Independent will not face immediate disconnection of their supply, though they are being advised to take a meter reading, as this will be helpful to check against bills or to transfer to a new supplier.

Wednesday, December 03, 2008