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    TOP FAQs

    • Switching to us is easy!

      Our team of energy experts will be with you every step of the way throughout the transfer process. To get a quote, give our sales team a call on 0800 276 1014  or complete this quote form.

      Switching to us is easy!

      Our team of energy experts will be with you every step of the way throughout the transfer process. To get a quote, give our sales team a call on 0800 276 1014  or complete this quote form.

    • Once the contract is in place, we will contact your previous supplier to let them know of your intention to leave. Please ensure that you have terminated your contract with your supplier or there may be some delays in transferring your energy supply. 

      Find out when can you switch your business energy

      You can usually switch your business energy if:

      • you’re on a contract you’ve not chosen – such as a deemed energy contract or default energy contract. These normally apply if you have new premises or a fixed-term contract ends and you haven’t yet signed up to a new energy deal
      • your business energy contract has expired and you aren’t bound by any terms. You may need to give notice in some business energy contracts. Check your terms and speak to your supplier if you aren’t sure about the notice period.

      Once the contract is in place, we will contact your previous supplier to let them know of your intention to leave. Please ensure that you have terminated your contract with your supplier or there may be some delays in transferring your energy supply. 

      Find out when can you switch your business energy

      You can usually switch your business energy if:

      • you’re on a contract you’ve not chosen – such as a deemed energy contract or default energy contract. These normally apply if you have new premises or a fixed-term contract ends and you haven’t yet signed up to a new energy deal
      • your business energy contract has expired and you aren’t bound by any terms. You may need to give notice in some business energy contracts. Check your terms and speak to your supplier if you aren’t sure about the notice period.

    • GAS

      Around the period of the transfer, we will send a meter reading agent to take an opening reading from your meter. This means that your account will be accurate from the moment you transfer to us.

      We will also send this reading to your previous supplier so that they can close your account with the same reading.

      This meter reading can be taken from five days before to five days after the transfer.

      We always advise our customers to take their own meter readings too, just in case the agent isn’t able to access your meter during this  time. You can email this reading to us at [email protected] or call us on 0333 003 7874.

      ELECTRICITY

      Please take a meter reading from your business electricity meter as close to the date of your transfer as you can. The reading can be taken from five days before to five days after the transfer.

      Please email the reading to us at [email protected] or call us on 0333 003 7874.

      GAS

      Around the period of the transfer, we will send a meter reading agent to take an opening reading from your meter. This means that your account will be accurate from the moment you transfer to us.

      We will also send this reading to your previous supplier so that they can close your account with the same reading.

      This meter reading can be taken from five days before to five days after the transfer.

      We always advise our customers to take their own meter readings too, just in case the agent isn’t able to access your meter during this  time. You can email this reading to us at [email protected] or call us on 0333 003 7874.

      ELECTRICITY

      Please take a meter reading from your business electricity meter as close to the date of your transfer as you can. The reading can be taken from five days before to five days after the transfer.

      Please email the reading to us at [email protected] or call us on 0333 003 7874.

    • If you don't have a meter reading from when you transferred to us, don't worry. Just take a meter reading now and another one in five days' time and then contact our Customer Care on 0333 003 7874 with this information - we will do the rest.

      If you have an accurate opening reading and would like us to use this instead of the meter reading that we have used, please call our Onboarding Team on 0333 003 7874 or email [email protected].

      If you don't have a meter reading from when you transferred to us, don't worry. Just take a meter reading now and another one in five days' time and then contact our Customer Care on 0333 003 7874 with this information - we will do the rest.

      If you have an accurate opening reading and would like us to use this instead of the meter reading that we have used, please call our Onboarding Team on 0333 003 7874 or email [email protected].

    • When we obtain an opening meter reading, we send this to your previous supplier so they can produce your final invoice.

      If you have not received your final invoice within a month of changing suppliers, we suggest that you contact your previous supplier.

      When we obtain an opening meter reading, we send this to your previous supplier so they can produce your final invoice.

      If you have not received your final invoice within a month of changing suppliers, we suggest that you contact your previous supplier.

    • We aim to produce your bill within 8 weeks of taking over your supply.

      We aim to produce your bill within 8 weeks of taking over your supply.

    • Your current prices will be stated on your contract, and they can also be seen on your latest invoice for fixed rate contracts or they will be reflected in market prices with a variable contract.

      Your current prices will be stated on your contract, and they can also be seen on your latest invoice for fixed rate contracts or they will be reflected in market prices with a variable contract.

    • Your price will be a mixture of energy costs, transportation costs and the other costs we incur supplying you with energy.

      The costs involved differ depending on the type of meter(s) you have, transportation, geography and usage profile and other factors.

      Your price will be a mixture of energy costs, transportation costs and the other costs we incur supplying you with energy.

      The costs involved differ depending on the type of meter(s) you have, transportation, geography and usage profile and other factors.

    • This will be stated on your contract or if you have received one, on your latest invoice.

      This will be stated on your contract or if you have received one, on your latest invoice.

    • If you have not signed a new contract with us or moved supplier, you will be placed onto deemed rates and are free to leave us when you wish.

      See our deemed rates page for more details.

      If you have not signed a new contract with us or moved supplier, you will be placed onto deemed rates and are free to leave us when you wish.

      See our deemed rates page for more details.

    • If your site is a non-profit making organisation (e.g. a charity), you will be charged 5% VAT. To ensure you’re paying the correct VAT, we must receive a valid exemption certificate. To find out if you qualify, please contact HM Revenue & Customs. You can download VAT declaration form and then submit it to [email protected]. Further qualifying list, can be found under VAT Notice 701/19 on the HMRC website at gov.uk.

      5% VAT (gas usage) 

      You can also be charged 5% VAT if your premises/site (at account level) consumes below 4,397kWh in any given month. This is automatically calculated on your invoice.

      5% VAT (electricity usage)

      You will be charged 5% VAT if your premises/site consumes below 33 units per day on average per calendar month. Should this be exceeded then the full rate of 20% VAT will apply. This is automatically calculated on your invoice.

      If your site is a non-profit making organisation (e.g. a charity), you will be charged 5% VAT. To ensure you’re paying the correct VAT, we must receive a valid exemption certificate. To find out if you qualify, please contact HM Revenue & Customs. You can download VAT declaration form and then submit it to [email protected]. Further qualifying list, can be found under VAT Notice 701/19 on the HMRC website at gov.uk.

      5% VAT (gas usage) 

      You can also be charged 5% VAT if your premises/site (at account level) consumes below 4,397kWh in any given month. This is automatically calculated on your invoice.

      5% VAT (electricity usage)

      You will be charged 5% VAT if your premises/site consumes below 33 units per day on average per calendar month. Should this be exceeded then the full rate of 20% VAT will apply. This is automatically calculated on your invoice.

    • The Climate Change Levy (CCL) is a government tax on the use of both gas and electricity for businesses, agriculture and the public sector. This will appear as a separate charge on your invoice and is subject to the standard rate of VAT.

      Date From Date to Gas p/kWh Electricity p/kWh
      01/04/18 31/03/19 0.203 0.583
      01/04/19 31/03/20 0.339 0.847
      01/04/20 31/03/21 0.406 0.811
      01/04/21 31/03/22 0.465 0.775
      01/04/22 31/03/23 0.568 0.775
      01/04/23 31/03/24 0.672 0.775
      01/04/24 31/03/25 0.775 0.775

       

      For more information, please follow this link to www.gov.uk to read about CCL charges.

      *CCL is not applicable where VAT is charged at 5%, for domestic supplies or for non-business charity use. CCL exemption forms are available to download in the Quick Links menu.

      The Climate Change Levy (CCL) is a government tax on the use of both gas and electricity for businesses, agriculture and the public sector. This will appear as a separate charge on your invoice and is subject to the standard rate of VAT.

      Date From Date to Gas p/kWh Electricity p/kWh
      01/04/18 31/03/19 0.203 0.583
      01/04/19 31/03/20 0.339 0.847
      01/04/20 31/03/21 0.406 0.811
      01/04/21 31/03/22 0.465 0.775
      01/04/22 31/03/23 0.568 0.775
      01/04/23 31/03/24 0.672 0.775
      01/04/24 31/03/25 0.775 0.775

       

      For more information, please follow this link to www.gov.uk to read about CCL charges.

      *CCL is not applicable where VAT is charged at 5%, for domestic supplies or for non-business charity use. CCL exemption forms are available to download in the Quick Links menu.

    • These are the rates that you will receive when your contract with us expires or is terminated and you have not signed a new contract or moved supplier, or in some other specific situations for which we will provide appropriate guidance at the time.

      Please click here for the prices.

      These are the rates that you will receive when your contract with us expires or is terminated and you have not signed a new contract or moved supplier, or in some other specific situations for which we will provide appropriate guidance at the time.

      Please click here for the prices.

    • The easiest way to submit your meter read is online, by clicking here.

      You can also you send us your meter reading through our webchat service (during business hours, Monday to Friday) or by emailing us at [email protected] (please include your MPAN/MPR and account number).

      The easiest way to submit your meter read is online, by clicking here.

      You can also you send us your meter reading through our webchat service (during business hours, Monday to Friday) or by emailing us at [email protected] (please include your MPAN/MPR and account number).

    • Meter readings can be submitted here at any time, but in order to use an accurate reading on your invoice we will need a reading within a specific window.

      Please submit your meter reads between the 24th – last working day. 

      Meter readings can be submitted here at any time, but in order to use an accurate reading on your invoice we will need a reading within a specific window.

      Please submit your meter reads between the 24th – last working day. 

    • If you forget to submit a meter reading during the meter reading windows, don't worry. We will generate an estimated reading based on historic usage of the premises. A reading can be submitted during the next meter reading window so that the next bill will reflect accurate consumption.

      If you forget to submit a meter reading during the meter reading windows, don't worry. We will generate an estimated reading based on historic usage of the premises. A reading can be submitted during the next meter reading window so that the next bill will reflect accurate consumption.

    • To help create a more sustainable energy economy, The Department for Business, Enterprise and Industrial Strategy (BEIS) has directed energy suppliers to take all reasonable steps to install smart or AMR meters in smaller enterprise and domestic premises by the end of 2024. Visit out smart meters page for more information.

      To help create a more sustainable energy economy, The Department for Business, Enterprise and Industrial Strategy (BEIS) has directed energy suppliers to take all reasonable steps to install smart or AMR meters in smaller enterprise and domestic premises by the end of 2024. Visit out smart meters page for more information.

    • Invoices are issued either monthly or quarterly, depending on your bill cycle.

      We aim to issue invoices within the first 10 days of the month when due.

      Invoices are issued either monthly or quarterly, depending on your bill cycle.

      We aim to issue invoices within the first 10 days of the month when due.

    • If you disagree with an estimated bill, you can contact our Customer Care team on 0333 003 7874.

      You will need to ensure that you have taken an up-to-date meter reading and a photograph so that we can cancel the estimated bill and re-issue an accurate bill.

      If you disagree with an estimated bill, you can contact our Customer Care team on 0333 003 7874.

      You will need to ensure that you have taken an up-to-date meter reading and a photograph so that we can cancel the estimated bill and re-issue an accurate bill.

    • Whilst we aim to ensure that all customer reads provided are used in billing, there are occasions where this could be missed.

      Should your invoice not reflect the reads you have provided, please contact the Customer Care team on 0333 003 7874.

      Whilst we aim to ensure that all customer reads provided are used in billing, there are occasions where this could be missed.

      Should your invoice not reflect the reads you have provided, please contact the Customer Care team on 0333 003 7874.

    • On the back of your bill you’ll find a detailed description on how read your invoice. You can also check out the info section on how to read a bill.

      If you are unsure of any of the terms in your bill, please go to Ofgem's website for a glossary of terms here. 

      On the back of your bill you’ll find a detailed description on how read your invoice. You can also check out the info section on how to read a bill.

      If you are unsure of any of the terms in your bill, please go to Ofgem's website for a glossary of terms here. 

    • This number can be found on your bill.

      The gas supply number is known as a Meter Point Reference Number (MPR/MPRN) and the electricity supply number is known as the Meter Point Administration Number (MPAN).

      This number can be found on your bill.

      The gas supply number is known as a Meter Point Reference Number (MPR/MPRN) and the electricity supply number is known as the Meter Point Administration Number (MPAN).

    • Your serial number will be on your bill. This also should be visible on the front of your gas or electricity meter, located near to the barcode if applicable.

      Your serial number will be on your bill. This also should be visible on the front of your gas or electricity meter, located near to the barcode if applicable.

    • We would be happy to quote for additional sites. Please request a quote online or contact our sales team on 0800 276 1014. Once the contract has been agreed, we will set up your accounts and start billing accordingly.

      We would be happy to quote for additional sites. Please request a quote online or contact our sales team on 0800 276 1014. Once the contract has been agreed, we will set up your accounts and start billing accordingly.

    • Login details are sent automatically to the email address provided when you joined.

      If you didn’t give us an email address or you haven’t received your welcome email, please use our webchat service. You’ll need your account number and the email address you wish to use. Alternatively, email [email protected] with these details.

      Login details are sent automatically to the email address provided when you joined.

      If you didn’t give us an email address or you haven’t received your welcome email, please use our webchat service. You’ll need your account number and the email address you wish to use. Alternatively, email [email protected] with these details.

    • Email addresses can be linked to multiple accounts, so simply contact us through our webchat service or email the account numbers and the email address(es) that should have access to [email protected]. When you login, the accounts and all associated invoices will be available for viewing.

      Email addresses can be linked to multiple accounts, so simply contact us through our webchat service or email the account numbers and the email address(es) that should have access to [email protected]. When you login, the accounts and all associated invoices will be available for viewing.

    • Click ‘Search’ and enter in the relevant account number.

      Click ‘Search’ and enter in the relevant account number.

    • To view invoices online, you will need to be set up on E-billing account. 

      To view invoices online, you will need to be set up on E-billing account. Once completed, there are two ways to view invoices - either by selecting the type of document you wish to view through the ‘Documents’ drop down or click on ‘Search’. To view all documents, simply click the ‘Search’ button. You can refine the search by completing the relevant boxes.

      To view invoices online, you will need to be set up on E-billing account. 

      To view invoices online, you will need to be set up on E-billing account. Once completed, there are two ways to view invoices - either by selecting the type of document you wish to view through the ‘Documents’ drop down or click on ‘Search’. To view all documents, simply click the ‘Search’ button. You can refine the search by completing the relevant boxes.

    • Yes, we are able to accept payments for our smaller enterprises. Please visit the 'Making a Payment' section to find out more. 

      Yes, we are able to accept payments for our smaller enterprises. Please visit the 'Making a Payment' section to find out more. 

    • Login details are automatically sent to the email you provided when you joined, but your online account will only activate when you login and accept the terms and conditions. You will receive bills via post if electronic correspondence is not your preferred method.    

      Login details are automatically sent to the email you provided when you joined, but your online account will only activate when you login and accept the terms and conditions. You will receive bills via post if electronic correspondence is not your preferred method.    

    • Yes, once you have found the document you want, select the relevant icon on the toolbar.

      Yes, once you have found the document you want, select the relevant icon on the toolbar.

    • Please ensure that the email and password are entered correctly. The password is case sensitive.

      If you have forgotten your username or password, please use our webchat service or email [email protected] and we will be able to reset your login details.

      Please ensure that the email and password are entered correctly. The password is case sensitive.

      If you have forgotten your username or password, please use our webchat service or email [email protected] and we will be able to reset your login details.

    • After logging in, you may change your password in ‘Settings’ by selecting ‘Change Password’. Passwords must be a minimum of eight characters containing at least one capital letter and a mixture of letters and numbers.

      After logging in, you may change your password in ‘Settings’ by selecting ‘Change Password’. Passwords must be a minimum of eight characters containing at least one capital letter and a mixture of letters and numbers.

    • To add an email address click on the drop down menu 'Your Details' and choose 'Delivery Settings'. Click 'Add User' and add the new email address.

      To change an email address, use the menu option 'Settings' to change the email.

      To add an email address click on the drop down menu 'Your Details' and choose 'Delivery Settings'. Click 'Add User' and add the new email address.

      To change an email address, use the menu option 'Settings' to change the email.

    • The majority of our customers are on 10-day payment terms but these can vary, depending on your contract. Details of your payment terms can be found in the general conditions of your contract.

      The majority of our customers are on 10-day payment terms but these can vary, depending on your contract. Details of your payment terms can be found in the general conditions of your contract.

    • You can set up a direct debit over the telephone by calling our Payment Services Department on
      0333 003 7874 and choosing option 1 and then option 2.

      Alternatively you can download a direct debit mandate from our Business Forms section and email a completed copy to [email protected].

      You can set up a direct debit over the telephone by calling our Payment Services Department on
      0333 003 7874 and choosing option 1 and then option 2.

      Alternatively you can download a direct debit mandate from our Business Forms section and email a completed copy to [email protected].

    • The amount that we are debiting from your account will be detailed on your invoice, but should you feel there is a discrepancy and the money has already been taken please notify your bank for an immediate money back guarantee.

      You can then call our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2 to speak with an advisor.

      The amount that we are debiting from your account will be detailed on your invoice, but should you feel there is a discrepancy and the money has already been taken please notify your bank for an immediate money back guarantee.

      You can then call our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2 to speak with an advisor.

    • Direct Debits will be taken 14 days after the date of each invoice but this date will be detailed at the bottom of your invoice.

      Should you have a balance outstanding when you set up your Direct Debit, this prior balance will not automatically be claimed. You can arrange for this to be claimed by contacting our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2 to speak with an advisor.

      Direct Debits will be taken 14 days after the date of each invoice but this date will be detailed at the bottom of your invoice.

      Should you have a balance outstanding when you set up your Direct Debit, this prior balance will not automatically be claimed. You can arrange for this to be claimed by contacting our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2 to speak with an advisor.

    • You can also pay invoices by bank transfers paid to:

      Bank Name: HSBC Bank plc

      Account Name: TotalEnergies G & P Collections

      Account No: 81403346

      Sort Code: 40 - 02 - 50

      BIC: MIDLGB22

      IBAN: GB45MIDL40025081403346

      If this method is used, please email Remittance advices directly to: [email protected]  quoting the invoice and account number.

      We also accept card payments which can be made on our automated card payment facility by calling 0333 003 7874 and choosing option 1 and then option 1 again, or by speaking to an agent by calling
      0333 003 7874 and choosing option 1 and then option 2.

      You can also pay invoices by bank transfers paid to:

      Bank Name: HSBC Bank plc

      Account Name: TotalEnergies G & P Collections

      Account No: 81403346

      Sort Code: 40 - 02 - 50

      BIC: MIDLGB22

      IBAN: GB45MIDL40025081403346

      If this method is used, please email Remittance advices directly to: [email protected]  quoting the invoice and account number.

      We also accept card payments which can be made on our automated card payment facility by calling 0333 003 7874 and choosing option 1 and then option 1 again, or by speaking to an agent by calling
      0333 003 7874 and choosing option 1 and then option 2.

    • With energy costs rising, we understand that you may need assistance with being able to pay your invoices. If you’re concerned about your energy bills, we can help. Please call our credit team on 0333 0037874 (option 1) to discuss your options, including setting up a payment plan. Alternatively, please get in touch with us by filling out our online Account Review form here. We'll use this to review your account and we'll get in touch with you and discuss any options for us to help based on your business' specific circumstances.

      There are many other ways to take greater control of your energy, reduce your bills and get further advice on managing business debt and budgeting.

      With energy costs rising, we understand that you may need assistance with being able to pay your invoices. If you’re concerned about your energy bills, we can help. Please call our credit team on 0333 0037874 (option 1) to discuss your options, including setting up a payment plan. 

      There are many other ways to take greater control of your energy, reduce your bills and get further advice on managing business debt and budgeting.

      Visit our website FAQs page: https://business.totalenergies.uk/help-support

      If you are unsure of any of the terms in your bill, please go to Ofgem's website for a glossary of terms here. 

      How to take greater control of your energy and reduce your bills
       

      1. Send us your latest meter readings

      To ensure you’re only paying for the energy you’ve used, remember to send us your latest meter readings so that we can send you an accurate bill.

      Submit your latest readings online or register for our free meter read reminder service.

       

      2. Request a smart meter

      A smart meter can save you time by automatically sending us your latest meter read, while providing greater insight into the energy your business is using.

      To find out more and request yours, visit our smart meter page.

       

      3. Pay by Direct Debit

      Paying your bills by Direct Debit can give you peace of mind and save time - plus your payments are protected by the Direct Debit guarantee. It will also save you money, as you won’t have to pay the Non-DD admin charge of £20 + VAT per invoice.

      Set up Direct Debit payments here.

       

      4. Use less energy

      There are many ways to reduce energy consumption in your business – see some useful workplace energy saving tips here, or visit The Carbon Trust website for more on energy efficiency.

       

      5. Get independent advice

      Ofgem, Citizens Advice and the Money Advice Trust provide advice on managing business debt and budgeting. Some charities also have a free grants search tool to see if your business is eligible for funding or financial support.

      To find out more, visit Ofgem’s ‘Getting help if your business can't afford its energy bills’ page

       

      6. Check that you’re not on out of contract ‘deemed’ rates

      If your contract has ended and you haven’t signed a new contract with us, or have just moved to a new business premises that we supply and have not yet agreed a contract, you’re likely to be paying our highest rates.

      To find out how much your business could save with a new contract, get in touch with our team on 08000289597 (9-5, Monday-Friday) or email [email protected]

       

      7. Set up a payment plan

      If you’d like to discuss setting up a payment plan to help with your energy bills, please call our credit team on 0333 0037874 (option 1). Please remember to have your account number to hand.

       

      8. Make sure you’re on the right VAT rate

      If your site is a non-profit making organisation (e.g. a charity), you will be charged 5% VAT. To ensure you’re paying the correct VAT, we must receive a valid exemption certificate. To find out if you qualify, please contact HM Revenue & Customs.

      You can download a VAT declaration form and then submit it to [email protected].

       

    • We need to ensure our systems are up to date, so please complete our change of premises form.

      We need to ensure our systems are up to date, so please complete our change of premises form.

    • Any information regarding the previous/future occupant or the property itself is helpful.

      If you can refer us to the Managing Agent or Landlord, this can help us trace the correct occupant.

      Any information regarding the previous/future occupant or the property itself is helpful.

      If you can refer us to the Managing Agent or Landlord, this can help us trace the correct occupant.

    • We aim to have all COO queries completed within 21 days. This is subject to all the information being provided and confirmed with all required parties.

      We aim to have all COO queries completed within 21 days. This is subject to all the information being provided and confirmed with all required parties.

    • At least 28 days’ notice is required. We will require contact with all parties once the changeover has occurred to verify the details and confirm meter reads.

      At least 28 days’ notice is required. We will require contact with all parties once the changeover has occurred to verify the details and confirm meter reads.

    • We verify all changeover details with the relevant parties to ensure that we are billing the correct occupant accurately.

      We verify all changeover details with the relevant parties to ensure that we are billing the correct occupant accurately.

    • We need to have all the changeover details received and verified before we can allow the change of supplier.

      You can find more information in the Switching Supplier section of Help & Support.

      We need to have all the changeover details received and verified before we can allow the change of supplier.

      You can find more information in the Switching Supplier section of Help & Support.

    • If neither party has taken an actual reading on the changeover date, then we will review our read history and either use a reading from the date or use the existing data to generate an estimated reading.

      We may ask for an up-to-date meter reading to inform this.

      If neither party has taken an actual reading on the changeover date, then we will review our read history and either use a reading from the date or use the existing data to generate an estimated reading.

      We may ask for an up-to-date meter reading to inform this.

    • It is important that you check the end date of your contract. Unfortunately you will not be able to switch your supplier until your contract ends and the applicable termination notice is given.

      Termination notice must be given a minimum of 90 days prior to your contract end date for gas contracts or 30 days prior to your contract end date for electricity contracts.

      I have a Micro Businesses Consumer Contract

      This notice to terminate can be given at least 30 days in advance, to expire after the end of the initial agreed contract period.

      It is important that you check the end date of your contract. Unfortunately you will not be able to switch your supplier until your contract ends and the applicable termination notice is given.

      Termination notice must be given a minimum of 90 days prior to your contract end date for gas contracts or 30 days prior to your contract end date for electricity contracts.

      I have a Micro Businesses Consumer Contract

      This notice to terminate can be given at least 30 days in advance, to expire after the end of the initial agreed contract period.

    • If you are on a fixed term contract and that term has yet to expire, or you did not give sufficient notice of termination, this may be the reason that your transfer has been rejected.

      Objections & Transfer blocking

      Objections are a way that all energy providers including TotalEnergies Gas & Power can hold the switching process for their customers.

      Your energy provider can raise an objection to the transfer of your energy supply in certain circumstances. The most common reason TotalEnergies Gas & Power would object to a transfer of supply is if you are still in contract with us.

      If you are on a fixed term contract and that term has yet to expire, or you did not give sufficient notice of termination, this may be the reason that your transfer has been rejected.

      Objections & Transfer blocking

      Objections are a way that all energy providers including TotalEnergies Gas & Power can hold the switching process for their customers. Your energy provider can raise an objection to the transfer of your energy supply in certain circumstances. The most common reason TotalEnergies Gas & Power would object to a transfer of supply is if you are still in contract with us.

      Energy providers must let you know as soon as possible when they have objected to your transfer of supply. This information will include why they have objected to the transfer and how to resolve the issue. In the event that TotalEnergies Gas & Power has objected to a transfer because you are still in a contract with us then you must wait until the end of you contract term before requesting to move to another retailer.

      An energy provider cannot object to a transfer if:

      1. No contract either verbal or written has been accepted.
      2. The contract has expired and you are on deemed rates.

      In the event that you receive notification from your current energy provider that they have objected to the transfer of your supply to TotalEnergies Gas & Power, please contact your current energy provider to resolve the issue.

      If you are moving away from TotalEnergies Gas & Power to an alternative energy provider but TotalEnergies Gas & Power have objected to transfer your supply, please contact us on 0333 003 784.

    • Please contact our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2.

      Please contact our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2.

    • We understand how every penny counts when running your business. That's why if your invoice is showing a credit balance, we have some straight-forward options for you.

      Please select 'Read More' to see the instructions.

      We understand how every penny counts when running your business. That's why if your invoice is showing a credit balance, we have some straight-forward options for you below:

      1. If you have multiple accounts with us, the credit on one account can be transferred to pay the balance on another account.
      2. We can return the money straight to your bank account if you have a direct debit.

      If you would like the money returned to you, please provide us with the following information on company headed paper:

      • Your TotalEnergies Gas & Power account number, which can be found on your invoice.
      • An up-to-date meter reading.
      • Your bank details (bank name, account name, account number and sort code).
      • A signature by a company director or a senior colleague, followed by their full name and position.

      Best way to send this is by scanning your company-headed paper with the above information via our online refunds form or send it as a PDF attachment to [email protected] with the subject line ‘Refunds'. 

      The process of refunding the credit on your account involves us investigating all past billing and transactions. Should this result in a change to the final balance we will advise you accordingly.

      Important Information:

      • If your company has had a name change, please provide documents to prove this.
      • If your company name does not match the account name on our records, you will not be able to claim the credit balance.

      Once we have validated your refund, it may take up to 28 days for you to receive the funds.

    • Direct debit is the easiest way for you to pay your final bill so it is advisable to leave your direct debit active until this has been claimed. Please check the bottom of your invoice to make sure that it is the final bill.

      Direct debit is the easiest way for you to pay your final bill so it is advisable to leave your direct debit active until this has been claimed. Please check the bottom of your invoice to make sure that it is the final bill.

    • If you can smell gas and believe there is a gas leak follow these important steps:

      • Open doors and windows for ventilation
      • Do not turn any electrical switches on or off
      • Extinguish all naked flames
      • Turn the gas off at the meter/emergency control and leave it off until the escape has been repaired
      • Report the gas escape on 0800 111 999
      • If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually when the National Grid engineer arrives

      Visit our Gas & Electrical emergencies page for more information.

    • In the event of an electricity emergency or power cut, call: 105

      This national emergency number is free of charge and will put you through to your local electricity network operator who can give you help and advice.

      Find your regional electrical emergency telephone number

      In the event of an electricity emergency or power cut, call: 105

      This national emergency number is free of charge and will put you through to your local electricity network operator who can give you help and advice.

      Find your regional electrical emergency telephone number

    • In the unlikely event of the UK gas system being unable to balance (i.e. where there is more gas leaving the gas pipeline system than entering the gas pipeline system) due to a critical loss of supply, for example because of damage to essential infrastructure such as a North Sea gas import terminal, then the grid operator National Grid may declare a Network Gas Supply Emergency (a Gas Deficit Emergency).

      In the unlikely event of the UK gas system being unable to balance (i.e. where there is more gas leaving the gas pipeline system than entering the gas pipeline system) due to a critical loss of supply, for example because of damage to essential infrastructure such as a North Sea gas import terminal, then the grid operator National Grid may declare a Network Gas Supply Emergency (a Gas Deficit Emergency). During the Gas Deficit Emergency a National Executive Committee (NEC) delegated by National Grid will take steps to bring the UK gas system into balance. These steps will include maximising other gas supply sources. If these steps prove to be inadequate in bringing the gas system into balance then the NEC will ask commercially firm consumers to begin cessation of their gas consumption, a process known as "Firm Load Shedding". 

      If you, the consumer, are instructed by your Gas Transporter (the body responsible for delivering the gas to your premises) to reduce or discontinue your gas consumption then we, TotalEnergies Gas & Power, will pay you, the consumer, a "Demand Side Response" payment for the involuntary response that you have complied with. A payment will be made to you as soon as is practicable after TotalEnergies Gas & Power receive the relevant monies from the Gas Shipper and TotalEnergies & Power receive evidence from you that consumption of gas was reduced or discontinued as instructed by your Gas Transporter. "Firm Load Shedding" is not applicable in instances of "Network Isolation'', where a section of the gas grid infrastructure is isolated from the Total System for the purposes of emergency demand reduction, or for customers that have commercially interruptible contracts.

    • Capacity refers to the maximum amount of electricity that a generating unit can produce and is measured in megawatts.

      This charge is a pass through charge that is agreed with your local Distribution Network. If you have any questions regarding this charge please contact your local Distribution Network the contact details are found on the back of your electricity invoice.

      Capacity refers to the maximum amount of electricity that a generating unit can produce and is measured in megawatts.

      This charge is a pass through charge that is agreed with your local Distribution Network. If you have any questions regarding this charge please contact your local Distribution Network the contact details are found on the back of your electricity invoice.

    • Meter cheating means tampering with the meter, so it doesn’t record how much gas or electricity is being used or trying to bypass the meter completely.

      This is theft and can lead to a fine or prison sentence.

      It is also dangerous and risks serious injuries to innocent people and can cause major damage to property. If you spot energy theft anywhere, report it anonymously now via www.stayenergysafe.co.uk.

      Meter cheating means tampering with the meter, so it doesn’t record how much gas or electricity is being used or trying to bypass the meter completely.

      This is theft and can lead to a fine or prison sentence.

      It is also dangerous and risks serious injuries to innocent people and can cause major damage to property. If you spot energy theft anywhere, report it anonymously now via www.stayenergysafe.co.uk.

    • VAT De Minimis is the automatic application of VAT at the lower rate of 5% and application of CCL exemption for any billed period where the average amount of energy consumed does not exceed an average rate of 145 kWh per day (4,397 kWh per month).  The volume threshold calculated is based upon the aggregated energy consumed for all meters for each ‘set of premises’, owned or occupied by one customer.

      HMRC refer to a set of premises as a collection of buildings in close geographical proximity owned or occupied by one customer where each building serves another in some necessary or reasonably useful way.

      If this applies to you, please complete the aggregation instruction pro-forma and email it to [email protected].

      VAT De Minimis is the automatic application of VAT at the lower rate of 5% and application of CCL exemption for any billed period where the average amount of energy consumed does not exceed an average rate of 145 kWh per day (4,397 kWh per month).  The volume threshold calculated is based upon the aggregated energy consumed for all meters for each ‘set of premises’, owned or occupied by one customer.

      HMRC refer to a set of premises as a collection of buildings in close geographical proximity owned or occupied by one customer where each building serves another in some necessary or reasonably useful way.

      If this applies to you, please complete the aggregation instruction pro-forma and email it to [email protected].

      What is it?

      TotalEnergies Gas & Power has been working on a gas billing option that allows us to associate multiple meters onto one account where they are part of a single premises, as per HMRC VAT De Minimis guidelines. This enables us to bill multiple meters on one invoice and calculate VAT based on the combined consumption.

      Why is it happening?

      Prior to the Single Meter Supply Point project (SMSP) in July 2015, gas meters could be aggregated onto one supply point/account for the purpose of pricing and billing where meters were at the same premises.

      The Single Meter Supply Point project was an industry-wide change driven by the UK energy industry regulator (Ofgem) with which all gas suppliers had to comply. TotalEnergies Gas & Power de-aggregated each gas meter point to have its own individual account. This meant that the ‘De Minimis consumption rule’ was applied at meter point level rather than at premises level.

      Subsequent to completing SMSP, it was identified that TotalEnergies Gas & Power may have inadvertently been under charging VAT and Climate Change Levy (CCL) where the ‘De Minimis consumption rule’ should have been applied at premises level in line with the HMRC guidelines.

      Which meters does this affect?

      Prior to SMSP de-aggregations, you may have had accounts which included multiple meters for billing. Since 01/07/15 you may also have additional meters that have started billing with TotalEnergies Gas & Power, located at the same postcode as existing meters we supply.

      These meters are being considered within the scope of this project.

      Does this affect my future billing?

      Your billing will only be impacted where TotalEnergies Gas & Power aggregates these meters onto one account.

      When this happens, we will consolidate these under one of the existing accounts numbers you already have with us. You will be invoiced for all meters under that account on one invoice. VAT and the ‘De Minimis consumption rule’ is are then applied to the total consumption on all meters under that account.

      Information such as Contract Name, Billing address, VAT and CCL exemptions and any live Direct Debit instructions will be consolidated onto one account. Further clarification may be required from you to enable this. There will be no change to the method in which you receive your invoices.

      Will this affect my previous billing?

      Where TotalEnergies Gas & Power aggregates meters, we will need to review prior billing periods back to July 2015 or the start of your contract if after July 2015. We will then subsequently determine whether a historical reconciliation needs to be applied.

      This review will only be undertaken when the aggregation of all meters at your premises is complete.

      How will I know when it is happening?

      TotalEnergies Gas & Power will be sending communication in July 2018 to existing customers who have multiple meters with a matching postcode.  This communication will include a pro-forma to be completed where we have determined that you have meters that need aggregated on to the same account.

      If you are a new customer to TotalEnergies Gas & Power after July 2018, it is important that you advise us where meters need to be aggregated so that we can set up your account correctly for you.

      Will this affect my gas price?

      No, this change will not affect your contracted price. Please note however, where MPRs are aggregated onto one account, each MPR will still be subject to its own individual unit rate and standing charge. This will result in multiple prices being displayed on a single invoice.

      Will this affect my Power Account?

       No, this change will not affect your Power Account.

      What do I need to do next?

      Please complete the aggregation proforma that will be sent to you in July 2018 and either post in the pre-paid envelope supplied or email to  [email protected].

      VAT & CCL exemption forms can be found under the Quick Links/Business Energy Forms.

      If you believe that we may need to make any changes to the billing information such as Contract Name,  Billing address, VAT & CCL exemptions and any live Direct Debit instructions, then please contact the number on your invoice and we will be happy to discuss this with you.

      Where can I find further information?

      If you have a Third Party who manages your energy contract for you, we suggest you contact them in the first instance. If not, contact your Servicing Account Manager directly. Alternatively, you can contact us using the below details:

      T: 0333 003 7874
      E: [email protected]

      Having the correct VAT rate on your invoices is your responsibility. If you do have any questions regarding this, we recommend you either refer to the HMRC website or contact them directly.

       

       

       

    • Our smart metering partner SMS Plc have begun a gradual and phased remobilisation of non-essential field work, commencing from June 2020.

      SMS will be in contact shortly to arrange your smart meter installation appointment. Please read this guide that outlines their safety procedures to ensure employees, customers and the general public are protected from virus transmission.

      Our smart metering partner SMS Plc have begun a gradual and phased remobilisation of non-essential field work, commencing from June 2020.

      SMS will be in contact shortly to arrange your smart meter installation appointment. Please read this guide that outlines their safety procedures to ensure employees, customers and the general public are protected from virus transmission.

      • The EBRS will be available to non-domestic customers including businesses, voluntary sector (e.g. charities), public sector organisations (e.g. hospitals and schools) who:
      • Agreed a fixed price contract on or after 1st December 2021 that is above the government supported price. Fixed contracts agreed before this date will not be eligible.
      • Are on tariff/deemed/out of contract rates
      • Are on flexible purchase (or similar) contracts - eligibility and the level of discount will be calculated according to the specifics of each contract

      Exclusions: There may be very limited exclusions to eligibility, for example businesses that use gas or electricity for the purpose of generating power they are selling back into the grid, such as power stations, pumped hydro or grid-level battery storage.

      • The EBRS will be available to non-domestic customers including businesses, voluntary sector (e.g. charities), public sector organisations (e.g. hospitals and schools) who:
      • Agreed a fixed price contract on or after 1st December 2021 that is above the government supported price. Fixed contracts agreed before this date will not be eligible.
      • Are on tariff/deemed/out of contract rates
      • Are on flexible purchase (or similar) contracts - eligibility and the level of discount will be calculated according to the specifics of each contract

      Exclusions: There may be very limited exclusions to eligibility, for example businesses that use gas or electricity for the purpose of generating power they are selling back into the grid, such as power stations, pumped hydro or grid-level battery storage.

    • In general, the timescale between missing your first payment and having a meter isolated can take approx. 3-5 months.

      You will be offered multiple opportunities to resolve the debt and pay any outstanding money during this time. If you are unable to make a repayment in full, then a payment plan maybe an option.

      We always recommend corresponding in full – regardless of how far the process has gone. Keeping the lines of communication open can prevent the debt from escalating further.

      For more detailed information on the process, please visit our debt management process page.

      In general, the timescale between missing your first payment and having a meter isolated can take approx. 3-5 months.

      You will be offered multiple opportunities to resolve the debt and pay any outstanding money during this time. If you are unable to make a repayment in full, then a payment plan maybe an option.

      We always recommend corresponding in full – regardless of how far the process has gone. Keeping the lines of communication open can prevent the debt from escalating further.

      For more detailed information on the process, please visit our debt management process page.

    • As a park home resident, a range of support is available to help you with your energy costs.

      To find out more about the government's scheme and corresponding eligibility, please read Ofgem's advice here

      .

      As a park home resident, a range of support is available to help you with your energy costs.

      To find out more about the government's scheme and corresponding eligibility, please read Ofgem's advice here

      .

    • As our customer you will find information including your current prices and contract end date on your invoice. Should you require further information please either email as at [email protected] or use our webchat.

      We will provide contractual information, when provided with a valid Letter of Authority (LOA) to the Third Party Intermediary (TPI), who negotiated the current contract on your behalf. To ensure your data is protected we will not provide to alternative TPI's even when a valid LOA, signed by you, is provided.

      As our customer you will find information including your current prices and contract end date on your invoice. Should you require further information please either email as at [email protected] or use our webchat.

      We will provide contractual information, when provided with a valid Letter of Authority (LOA) to the Third Party Intermediary (TPI), who negotiated the current contract on your behalf. To ensure your data is protected we will not provide to alternative TPI's even when a valid LOA, signed by you, is provided.