Help2019-02-16T16:33:02+00:00

Frequently Asked Questions

FAQs

Why join Home Energy?2018-11-14T10:51:54+00:00

The evolution of the British energy market has given us the opportunity to create an Energy company with a difference. Different in the way we operate, support and look after our customers and at the same time, doing it all with the aim of helping some of our favourite charities with their funding. Join us to make a difference and show everyone else how it should be done!

How do I join Home Energy?2018-09-19T09:15:17+00:00

Visit our Get a Quote page and our system will take you through the sign-up process.

How long does it take to switch?2018-10-18T08:36:51+00:00

Including the mandatory 14 day cooling off period, it will generally take between 21 days and 28 days to complete the switch to Home Energy.

How do I contact the Home Energy customer service team?2018-12-20T11:46:15+00:00

You can call our UK based contact centre on 03300 246000, or email us at customerservice@myhomeenergy.uk.com

What do I do if I have a fault or emergency?2018-10-18T08:37:01+00:00

If You have a gas emergency, you must report it on 0800 111 999 (24 hours).

If You have an electricity emergency, you must report it on 105 (24 hours).

These calls are free of charge and will connect you to your local electricity distribution company or Gas Shipper who can give you help and advice.

If you believe that your Meter or any other metering equipment may be damaged, please let us know at once.

Do I need to buy both electricity and gas from you?2018-10-31T11:45:11+00:00

You are free to buy both fuels, or just electricity from Home Energy.

Do you offer smart meters?2018-10-31T11:42:57+00:00

We will be rolling out the latest generation of Smart Meters (commonly referred to as SMETS2 meters) to our customers, in line with government requirements, but these will not be available until the first half of 2019 at the earliest.

I have a prepayment meter – can I join Home Energy?2018-11-05T16:45:57+00:00

We are not presently offering energy to customers with prepayment meters.

Can you supply my business?2018-10-18T08:43:07+00:00

Home Energy is only licenced to supply energy to homes at present. This may change in the future.

How can I pay?2018-11-14T10:52:34+00:00

To keep our overheads and our prices down, Home Energy uses online billing and accepts one method of payment – monthly direct debit.

I need to tell you that I’m moving2018-12-20T11:46:55+00:00

If you are moving house please let us know at least five days in advance. You can do this by calling our customer team on 03300 246000.

I would like to support a charity that is not on your list. Can this be added?2018-12-06T09:39:06+00:00

We will consider adding new charities if our customers ask. Please visit our contact page and send us a message with details of the charity and why you would like to have it added to our list.

Is my energy green?2019-02-12T15:09:43+00:00

It is our committed aim to provide all our customers with 100% green electricity, but at present we are unable to guarantee this is the case due to there being insufficient capacity in the UK. As this changes, we will be increasing our share of green electricity towards the 100% target.

To learn more about our green energy policy, click here.

How many shares will my chosen charity receive for my stake?2019-02-12T08:24:58+00:00

It is not possible to say precisely how many shares each customer’s stake will be worth at this stage. However, the process of allocation will work rather like the building society flotations in the 1980s and 90s, in that it will depend on how long you have been a customer and how much you spend each year. In simple terms, the longer you have been with us, the more shares your stake will be worth.

* Customers should note that neither the timing of nor the value of the company at any flotation is guaranteed and the figures and calculations included on this page are for illustrative purposes only. The company is not guaranteeing any such values or timings nor is it undertaking to complete a flotation should market conditions, company performance or other factors make a float commercially impractical or unattractive.

Can I keep the shares for myself?2019-01-28T14:19:20+00:00

At present we are unable to guarantee this option will be available at the time of our market listing. However, we are intending to explore the question further and to consider ways whereby this could happen without putting us in breach of any rules relating to company law, public offerings or Financial Conduct Authority regulations.

How do I know you are going to donate the shares to my nominated Charity?2018-12-06T09:36:48+00:00

Prior to the listing, we will be appointing an independent external auditor, who will oversee the donation process and provide verifiable proof that we have been true to our contracted commitment.

What if I am a vulnerable customer?2018-12-20T11:47:39+00:00

It is Home Energy’s aim to provide excellent service to all our customers, but we are aware that some of our customers sometimes need additional help.

This might be where one or more people in a home are:

  • Of pensionable age
  • Chronically ill
  • Disabled
  • Under 5 years old

If you are of pensionable age, disabled or chronically ill you can ask to be added to our Priority Services Register at any time by calling our Customer Service team on 03300 246000.

You don’t have to join the Priority Service Register, it is entirely optional.

For full details of our Vulnerable Customer policy, click here.

What is your Priority Service Register and how do I join?2018-12-20T11:48:08+00:00

If you are of pensionable age, disabled or chronically ill you can ask to be added to our Priority Services Register at any time by calling our Customer Service team on 03300 246000.

You don’t have to join the Priority Service Register, it is entirely optional.

For full details of our Vulnerable Customer policy, click here.

Will you offer the Feed-in Tariff scheme?2018-10-18T08:37:47+00:00

Unfortunately we are currently unable to support Feed-in Tariffs.

Do you offer the Warm Home Discount?2018-10-18T08:37:51+00:00

We are not presently offering warm home discount.

Are you a Green Deal supplier?2018-10-18T08:37:56+00:00

We are not presently licensed as a Green Deal supplier.

How can I make a complaint?2018-12-20T11:48:37+00:00

If you are unhappy about something we’ve done, or something we haven’t done, in the first instance, please get in touch with our customer service team, so we can sort things out at the first opportunity. The quickest and best way to do this is by phone on 03300 246000.

To view our complaints policy, click here.

How do I submit a meter reading?2019-01-23T16:01:29+00:00

To submit a current reading either log in to your customer portal or call customer service on 03300 246000.

What if my opening meters reads or closing meter reads look wrong?2019-01-23T16:02:19+00:00

Please supply us with 2 further meter reads at least 7 days apart.

To submit a current reading either log in to your customer portal or call customer service on 03300 246000.

Is there a discount for paperless billing?2018-10-18T08:38:54+00:00

At present, everyone receives paperless billing and as such, a discount is already built into our pricing.

What is a Supply Point Number?2018-11-05T16:52:21+00:00

Both your Electricity supply and your Gas supply are allocated a unique reference number associated with your home. These numbers are different from your meter reference number or meter serial number which will change if you have a new meter installed, for example, a Smart Meter.

Your electricity supply point number is called an MPAN (meter point administration number), is always shown on your electricity bill, and looks like this:

Supply Point Number
9910000001575

Your Gas supply point number is called an MPRN (meter point reference number) and is an 11 digit number and is always shown on your gas bill.

What is a standing charge?2018-10-18T08:39:02+00:00

The standing charges on your energy bill cover the fixed costs of providing your home with both gas and electricity (each will have its own standing charge).

These costs include the price of keeping your home connected to the energy network, carrying out meter readings, maintenance and other related charges.

Part of your standing charge will also go towards the cost of government initiatives aimed at helping vulnerable homes and reducing carbon emissions.

What if I have an outstanding bill with my current supplier?2018-10-18T08:39:05+00:00

If you have an outstanding bill from your current supplier, you can still switch to us.

Your existing supplier will send you a final bill when your switch is complete which you should pay to them as normal.

Will I need to submit monthly meter readings?2018-10-18T08:39:11+00:00

If you submit monthly meter readings we will be able to provide you with accurate statements and set your direct debit payments to take no more and no less than needed to keep your balance in check.

How can I find out how my bill is calculated?2018-12-20T11:50:03+00:00

Your statement will provide details of how your total bill is calculated, however if there is anything that is unclear, feel free to contact us on 03300 246000.

How often will I receive a bill?2019-01-23T16:03:24+00:00

As you are paying by direct debit you will not receive a bill but will receive an email telling you that your current statement is available to view online.

You will receive this email and be able to access your latest statement each month.

Your statement will show your balance brought forward from last month, your monthly energy consumption, your direct debit payments and your new balance carried forward to next month.

Can I look after my account entirely online?2018-10-18T08:39:21+00:00

Yes you can! Our website is designed so you can do exactly that.

I would prefer a bill that uses my meter reading rather than estimates2018-10-18T08:39:27+00:00

We will calculate your monthly statement using the best available information. Like you, we don’t like estimated bills.

The best way to get accurate statements is to provide us with regular meter reads.

You can supply meter reads to Home Energy each month – the best time is around 5 days before your next statement is due.

My bill looks wrong – what should I do?2018-12-20T11:50:07+00:00

If your statement doesn’t look the way you expected, please call our Customer Service team on 03300 246000.

Where can I get impartial advice?2018-11-14T10:53:57+00:00

Citizens Advice provides free, confidential and impartial advice on consumer issues. You can read more about your rights as an energy consumer here. And you can ask them for help at any stage during a complaints process. Complete their web form, or call the free consumer helpline on 03454 04 05 06.

When should I tell you I’m moving house?2018-10-18T08:48:56+00:00

To make your move run smoothly, please tell us at least five working days in advance of your moving date. Remember to take meter readings on the day you move out, and let us have them as soon as you can so we can accurately calculate your final bills. If you let us know 21 days in advance, we can also set things up to supply you in your new property.

I’m a landlord – should I tell you about new tenants?2018-10-18T08:39:43+00:00

If you are a landlord and pay the energy bills, and will continue to do so, we don’t need to be notified of a change of tenancy. If your tenants pay the bills and their names are in the contract with us we need them to tell us at least five working days before moving out, and to provide final meter reads.

Does Home Energy supply energy to customers in the north of Scotland?2019-01-14T11:22:11+00:00

At the present time, in some parts of Scotland (those covered by Scottish Hydro Electric Power Distribution plc), we do not have an agreement with an agent for meter reading services and therefore we can’t presently supply you with energy.

Does Home Energy supply to customers with an Economy 7 electricity meter?2019-01-14T11:23:03+00:00

Yes we do supply to customers with an Economy 7 meter and provide a dual rate tariff for this purpose.

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