a guide to help you understand energy and make savings 18-19/booklet … · a guide to help you...

Energy Best DealA guide to help you understand energy and make savings

This booklet is aimed at consumers in England, Scotland and Wales. Unless otherwise indicated, information is valid in all three countries. The booklet has been produced as a guide to help you get the best deal from your energy supplier. It also highlights the help that is available from both energy suppliers and government, if you are struggling to pay your energy bills.

All information in this booklet is correct as of September 2018.

Contents

Section 1Shop around to reduce your energy costs by switching tariff, payment method or supplier02 Understanding your choices04 Understanding your current contract06 Howtofindthebestdeal10 Howtochoosethebestpaymentoptionforyou14 Howtochangeyourtarifforsupplier(s)16 SmartMetersandIn-Home-Displays20 Differenttypesofheatingandgroupbuying

Section 2Where to go for help if you are struggling with your energy bills or services 28 Howyoucangetextrafreeservices35 Helpinwinter36 Checkifaprevioussupplierowesyoumoney37 Solvingproblemswithyourenergysupplier

Section 3How to save money and use less energy in your home38 Wheretofindhelp39 Schemestoimproveenergyefficiencyandsavemoney39 EnergyCompaniesObligation40Nest(Wales)41 HomeEnergyEfficiencyProgramme(Scotland)44Tipsforsavingenergy46Energyefficiencyimprovementsforprivatetenants50 Energysuppliers’contactnumbers54Otherusefulcontactnumbers

EnergyBestDeal2018/19 1

1. Shop around to reduce your energy costs by switching tariff, payment method or supplier

Understanding your choicesYouhaveachoiceinwhoyoubuyyourgasandelectricityfrom.Youalsohaveachoiceinhowyoupayforyourgasandelectricity.Youcansavealotofmoneybyshoppingaround,particularlyifyouhavenotchangedyourenergysupplierforseveralyears.Youmaysavemoneybymovingtoacheaperdealwithyourcurrentsupplier.

Tomakesureyouareonthe bestenergydeal,askyourself: Wouldchangingmyenergy

supplier(s)savememoney? AmIonthebestenergytariff,

mostsuitableformyneeds?

Atariffistheamountyoupayforyourenergy andcanvaryaccordingtohowyoupayforyourenergy.Forexample,youcanpaybyquarterlybill,prepaymentmeterordirectdebit.Manyenergycompaniesalsoofferonline,fixed,capped,single anddualfueltariffs.

2 EnergyBestDeal2018/19 EnergyBestDeal2018/19 3

Top tipCheck whether you areonthebestdealbyshoppingaroundonce a year or when your currentdealcomes toanend.

Thereismoreinformationabouttariffs ontheCitizensAdvicewebsite: www.citizensadvice.org.uk/energy-tariffs andontheOfgemwebsite https://www.ofgem.gov.uk/what-energy-safeguard-tariff-or-price-capYoucanalsocalltheCitizensAdviceconsumer serviceon03454 04 05 06(Englishlanguage) or 03454 04 05 05(Welshlanguage).Fortextphone,dial18001followedbythehelplinenumber.

Back BillingEnergysupplierssometimessendyoubills coveringlongerperiodsofenergyusageand thisisknownasbackbilling.

Asof1stMay2018yoursuppliercannolongerbackbillmorethan12monthsandthisshouldbeclearlysetoutinthesupplierstermsandconditions.Supplierscanchasecompliantbillssentoutbeforethisdatebutcannotbackbillafteritiftheconsumerisnotatfault.Youshouldnot,forexample,preventaccesstoameterreaderwithoutagoodreasonassuppliersneedaccuratemeterreadingstocompileaccuratebills.

Thereismoreinformationon theCitizensAdvicewebsite: www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with- your-energy-bill/you- havent-received-a-gas-or- electricity-bill-in-a-while/oryoucansearchbackbilling.


Understanding your current contractTherearerulesinplacetomakeiteasierforyoutounderstandyourcurrentdealandshoparoundforthebestenergydeal.

Energysuppliersmust: tellyouwhichoftheirtariffsischeapestforyou tellyouwhichtariffyouareon,theamountofgas

orelectricityyouusedforthepast12monthsandanestimateofyourlikelyenergycostsoverthenext12months

explainanypricechangesinpoundsandpence provide‘tariffinformationlabels’tomake

comparisonseasier useclearterms&conditions

thatyouwillunderstand makesureyoucantellthedifference

betweenalltheirtariffs makeiteasyforyoutocomparetariffsthatare

suitableforyourcircumstancesandpreferences


Energysuppliersmustalso: giveadvancewarningofanypricechanges

andwhenyourfixedenergydealfinishes notchargeyouanexitfeeafteryoureceive

yourtariffendnotice onlyrecommendtariffsandservicesthatare

appropriatetoyourneedsandcharacteristics notmisleadyouorusehigh

pressuresellingtechniques

Top tipIfyoudon’thaveasmartmeter,giveregularmeterreadingstoyourenergysuppliersothatyourannualstatementaccuratelyreflectsyouruseofenergy.


How to find the best dealWhat you need before you start: thenameofyoursuppliersandcurrenttariffs.

Ifyouuse‘dualfuel’youwillhavethesamesupplierforbothgasandelectricity

howmuchenergyyouusedinthelastyear howyoucurrentlypayforyourenergy,

forexamplebyprepaymentmeter,quarterly billordirectdebit (seepage10formore informationaboutpaymentmethods)

yourpostcode

Thisinformationisonyourbill,oryoucancontactyoursupplierandaskthemforthisinformation.

Alternatively you can use your QR codeAQRcodeisabitlikeabarcode.Youcanscanitwithasmartphonecameraandinformationaboutyourenergytariffandbillingwillbeuploadedstraighttoyourdevice.Youcanusethisinformationtoaccuratelycomparedifferenttariffsofferedbyenergysuppliers.

Youwillneedtodownloadanapptobeabletouse aQRcode.Searchfor‘energybillQRcodes’intheappstoreonyourdevice.


Shop around: Therearedifferentwaysyoucan findoutaboutenergydeals:

useourpricecomparisonwebsite: https://energycompare.citizensadvice.org.uk/Youcanalsouseourenergysupplierratingtocomparethelevelofserviceofferedbydifferentenergysuppliers:https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/supplier-performance/energy-supplier-performance/compare-domestic-energy-suppliers-customer-service/

useoneoftheOfgem.gov.ukapprovedonline pricecomparisonservicessimplysearchforOfgem-accredited price comparison sites.

talktoyourcurrentenergysupplier(s)orlook attheirwebsite(s).Pleasenotetheywillonly adviseyouontheirowntariffs

contactotherenergysuppliers tocomparedeals(seepage50)


ifyoucannotaccesstheinternet,youcan calltheCitizensAdviceconsumerservice on 03454 04 05 06(Englishlanguage) or 03454 04 05 05 (Welshlanguage). Fortextphone,dial18001followed bythehelplinenumber

Top tipMostenergysuppliersofferfixedpricetariffs,wherethepriceofyourenergywillstaythesameforthelengthoftheenergydeal.Theseareoftencheaperthanothertariffs.However,youmayneedtopaybydirectdebit.

Youmayhavetopayapenaltyifyouchangeenergysupplierortariffbeforetheendofthecurrentdeal.However,yoursuppliercanputyouontoanotherfixeddealifyoudon’tmakeanactivechoicetoswitchtarifforsupplierattheendofyourcurrentdeal.Theycanonlydothisifthereisnoterminationorexitfeefromthesecondfixeddealtheyrollyouoverontoandifitisthesamepriceorcheaperthantheirstandardvariabletariffwithnoenddate,iftheyhaveone.Thissecondfixeddealmustalsobesimilartoyourcurrentone,soyoushouldalwayscheckwhattariffyou’reontoensureyougetthebestdealforyou.


Tariff Information LabelTariffInformationLabels(TILs)areasimplebreakdownofthekeydetailsrelatingtoenergytariffsforgasandelectricity.Theyareavailabletoviewonenergyproviders’websites.

ByreadingtheTariffInformationLabelonyourenergybill,youcanseeexactlyhowyourenergybillsarecalculatedonamonthlyandannualbasis.Moreinformationat:https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-bill/understand-your-energy-bill/

Key factIfyourentandareresponsibleforenergybills,youhavetherighttochangeenergysupplier.Alandlordonlyhastherighttochoosethesupplieriftheyarepayingtheenergybills.

Furtherinformationisavailableat www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-a-tenant/


How to choose the best payment option for youEnergysuppliersofferseveralwaystopayforyourenergy.Beforedecidingwhat’sbestforyou,itisimportanttoconsiderthedisadvantagesaswell asthebenefitsforallpaymenttypes.

Key: Benefits Disadvantages

Prepayment meter (Pay-as-you-go)

Payinadvanceforyourenergysupply

Youcanbetterbudgetwhatyouspendon energyandmanagehowmuchenergyyouuse

Ifcreditrunsoutthereislimitedemergency creditbeforesupplyisdisconnected

Youonlypayforwhatyouuse,sono estimatedbills

Limitedchoiceoftariffsmeansyoucouldend uppayingmore–althoughOfgemnowset acaponthepricesthatsupplierscanchargeprepaymentcustomers

Canbeinconvenienttotopuporaccessthemeter

Dailystandingchargescanbuildupadebton themeterevenwhenyouarenotusingafuel, forexamplebecauseyouarenotusingyour gasheatingoversummer.

This option might suit you if you want to avoid getting into debt or if you want to manage an existing debt.


Formoreinformationonpre-paymentmetersvisitwww.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/you-cant-afford-to-top-up-your-prepayment-meter/

Quarterly Bill Paymentisevery3months(somesuppliersdooffermonthlybills).Whenyoureceiveyourbillyouwillneedtopayitbyacertaindate

Thereareanumberofdifferentoptionsforpayingyourbill.Mostsuppliersallowyouto paybycash,cheque,standingorderandcredit ordebitcard

Thereisariskofbeingchargedalatepaymentchargeifyouforgettopayontime

Thepaymentwillcover3monthsofenergysoyouwillneedtopayalargeramountinonegocomparedwithbreakingitupintofortnightly ormonthlypayments

Paymentsarelikelytovary,aspeople generallyusemoregasinthewinterthan thesummermonths

This option might suit you if you are good at budgeting or don’t have a bank account.


Fuel Direct Paymentforcurrentuseofenergyanddebt istakendirectlyoutofyourbenefitsbytheDepartmentforWorkandPensionsandgivenstraighttoyoursupplier

Ifyouusemorethantheamountdeductedfromyourbenefits,yourdebtwillincreaseandsowillfuturepayments

This option might suit you if you find it difficult to manage your money and are on certain benefits.

Weekly/fortnightly/monthly budget payments Smallerpaymentsonaregularbasisusing apaymentcardprovidedbyyoursupplier

Youcanpayyourbillforfreeatanumber ofdifferentplaces.Dependingonyoursupplier,youcanpayatthePostOffice,PayPointandPayzoneoutlets.Alloftheseoutletsaccept cash,chequesandcredit/debitcards.Findyournearestoutletatpaypoint.comorpayzone.co.uk.

Riskofbeingchargedalatepaymentcharge ifyouforgettopay

This option might suit you if you don’t have a bank account, or you are repaying any debts.

Monthly or quarterly direct debit Paymentisthesametimeandamounteverymonth,whichmayhelpwithbudgeting

Youmaybepayingtoomuchortoolittle ifbillshavebeenestimated

This option might suit you if you have a regular income or have a bank/building society account.


What if I am in debt to my supplier?Ifyouuseaprepaymentmeterandoweyour energysupplierlessthan£500foreachfuel(gasandelectricity),youcanstillswitch.Yourdebtwilltransferwithyoubutyoumaybenefitfromalowerpriceandpotentiallypayitofffaster.

Ifyoudon’thaveaprepaymentmeterandhaveanoutstandingdebttoyourenergysupplier,theyhavetherighttopreventyoufromleavinguntilyouhavepaidoffyourdebt.Yoursuppliercan’tstopyoufromleavingthemifitistheirfaultyouareindebt, forexample,iftheybilledyouincorrectly.

Ifyouhaveadebtwithyourgasorelectricitysupplierandarestrugglingtomakepaymentsorcannotagreeapaymentplanwiththem,contactthe CitizensAdviceconsumerserviceon03454 04 05 06 (Englishlanguage)or03454 04 05 05(Welshlanguage).Fortextphone,dial18001followed bythehelplinenumber.

OrvisityourlocalCitizensAdvice.Searchforyournearest at https://www.citizensadvice.org.uk/about-us/how-we-provide-advice/advice/ (inEnglandandWales)orcas.org.uk/bureaux (inScotland).


How to change your tariff or supplier(s)Staying with your current supplier(s)Ifyouarestayingwithyourcurrentsupplier(s)butchangingtoadifferentpaymentoptionortariff,yoursupplierwillarrangethechange.Simplygetintouchwiththemandtellthemwhatyouwanttodo. Theyshouldthenwritetoyouconfirmingthe detailsofyournewcontract.

Switching to a new supplierIfyouhavechosenanewsupplierfollowthesesteps:

1 Pay any outstanding billsIfyoudon’tdothis,yourexistingsuppliermayblockthetransfer.Cancelanydirectdebitsorstandingorderssetuptopayyourexistingsupplieronce youhavepaidyourfinalbill(orgetarefundifyou areincredit).

2 Contact the supplier to agree a new energy dealYoucandothisface-to-facewithasalesperson, overthetelephoneorontheinternet.Theprocess totransfersupplyfromonesuppliertoanothershouldtakearound3weeks.(Seepage50)

3 Check the contractYouhavetherighttoseeyourcontract.Ifyouare notsentoneautomaticallyyoushouldrequestit.Checkit’scorrectandcheckthedateyouaredue tochangesupplier.Youmayhavetherighttocancelthecontractwithina14daycooling-offperiod,dependingonhowandwhereyouagreeto thecontract.


4 Take a meter readingYournewsupplierwillreadthemeter,oraskyoutotakeareading,aroundthetimeofchangingsupplier.Theoldsupplierwillusethemeterreadingtoworkoutthefinalbillandthenewsupplierwilluseittostartthenewaccount.Keepanoteofthereading incaseofanyfuturedispute.

Ifyoudon’tknowhowtoreadyourmetercheckouthow to read it here www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/how-to-read-your-energy-meter/andforadviceonthemostcommontypesofmeter.

Key factIfyougettheWarmHomeDiscountasadiscountonyourelectricitybill(seepage38formoreinformation),itisworthcheckingwhetheryouwillstillgetthishelpifyouswitch.

Ifyouexperienceanyproblemsduringtheprocess ofchangingsupplieryoucaneithercontactyouroldornewsupplierortheCitizensAdviceconsumerserviceon03454 04 05 06(Englishlanguage)or 03454 04 05 05(Welshlanguage).Fortextphone, dial18001followedbythehelplinenumber.


Smart Meters and In-Home-Displays Smartmetersareanewtypeofmeterforgas andelectricitywhichenergysupplierswilloffer toallhouseholdsoverthenextfewyearsaspart ofagovernmentscheme.Asmartmetercanautomaticallysendmeterreadingstoyoursupplier,meaningtheycanbillyouaccuratelyfortheenergyyouhaveused.

Smartmetersshouldmeanthatmanualmeterreadings,estimatedbillsandbackbillswillbecome athingofthepast.Smartmeterswillalsogiveyouaccesstomoredetailedinformationaboutyourpersonalenergyuse.Thiscanhelpwithdecidingaboutswitchingandenergyefficiency

Key factAsmartmeterwon’tautomaticallysaveyoumoney–youhavetotakeactionyourselftoreduceyourenergycosts.Thebestwaytodothisistousethedigital‘in-home’displaythatyouwillreceivewithyoursmartmeter.Thisallowsyoutokeeptrackofhowmuchenergyyouareusing.Youcanthentrytoreduceit,forexamplebyturningoffappliances youarenotusing.

Top tipTheIn-Home-Displaywillgiveyouinstantinformationaboutyourheatingcosts. Avoidturningoffyourheatingtoreducecostsduringcoldweather.Coldhomescandamage yourhealth.


Whileenergysuppliersareobligedtooffersmartmeterstoeveryoneby2020you don’t have to accept one if you don’t want one.Inthefuture,smartmeterswillbetheonlyoptionavailabletoreplaceoldmeters.However,youcanstillaskyoursuppliertonotusethesmartmeterfunctions,meaningthatitwillactlikeastandardmeter.


In-home displaysYourenergysuppliershouldofferyouan‘In-HomeDisplay’alongsideyoursmartmeter.Thedisplaywillshowyouhowmuchenergyyouareusingandanapproximatecostofthatenergy.DifferentsupplierswillofferdifferentIn-HomeDisplayssoyoumaywanttoaskwhichfeaturesyourswillcomewith.

Youcanchoosehowoftenenergyinformation issentviayoursmartmetertoyourenergysupplier.Bydefault,yoursupplierwillbeallowedtocollectonemeterreadingperdayandtheyshouldtellyouiftheyaregoingtodothis.Energysupplierswillhavetoaskforyourconsenttocollectanythingmoredetailed.

Youcanalsochoosetoshareaslittleasonemeterreadingamonthandchangeyourmindabouthowmuchyoushareatanytime.Yourenergysupplier isnotallowedtouseyoursmartmeterdataforpurposesotherthanbillingunlessyougivethempermission.Thedetaileddatashownonyour In-HomeDisplaywillremaininyourhomeand yoursupplierwon’tbeabletoseeitunlessyou givethempermission.


Key factIfyouhaveasmartmeter,youcanstillchangeenergysupplierasbefore.However,someenergysuppliershavenotstartedinstallingsmartmetersyetandearlyversionsofsmartmetersmightnotworkwiththenewsupplier.Ifyouchangesuppliers,youmightlosesomeofyour‘smartservices’.Forexample,youmayhavetostartsubmittingmeterreadingsagain.

Smartmeterscanoperateinpre-paymentmode orincreditmode.Becauseofthis,prepaymenttariffsshouldbecomecheaperinthefuture.Smartmeterswillalsoallowfornewwaystotop-upyourmeter byphone,onlineorthroughanappinaddition tocurrentmethods.

Youcanchoosetohaveasmartmeternowandtakeadvantageofthebenefitstheyofferimmediately. Oryoucanwaituntilthenewsmartmetermodelsbecomeavailable.Thesewon’thavetheswitchingproblemsfoundwithcurrentmodels.


Different types of heating and group buyingCollective switching Youmightbeabletosavemoneyonyourenergybillbytakingpartinacollective switch.Thisiswhen agroupofenergyconsumerscombinetheirbuyingpowertogetabetterdealfromenergycompanies.

Formoreinformationvisit www.gov.uk/collective-switching-and-purchasing

Advice for people without mains gasElectricityIfyouuseelectricitytoheatyourhomewithstorageheatersandhotwater,itisusuallycheapertopayforyourelectricitywithanEconomy7tariff.Thismeanstheelectricityyouuseatnight,usuallyfrommidnightto7.00am,ismuchcheaper.However,beawarethatelectricityisalsodearerthanstandardtariffsoutsidethesetimes.

Ifyouheatyourhomeandwaterwithelectricity butdon’thavestorageheatersorahotwatertank,Economy7isnotsuitableforyou.

Electricstorageheatersaredesignedtouseelectricityduringthecheapperiodandthenprovidetheheatwhenyouneeditduringtheday.


Top tips for saving money if you are on an Economy 7 tariff Chargeappliancessuchasmobilephonesatnight. Safetyexpertsgenerallyadviseagainstrunning

washingmachinesanddishwasherswhileyou areasleep.You should definitely not run tumble dryers while you are asleep.

Setthetimeronyourhotwatertanksothattheimmersionheatercomesonduringthenight, evenifyouusethehotwaterduringtheday.

Considerusinga‘slowcooker’–theyuse farlesselectricitythananoven.

Useamicrowaveinsteadoftheelectric hobwherepossible.

Ifyouareconcernedaboutthesafetyofyourelectricalapplianceyoucancheckoutwhether ithasbeenrecalledontheGovernmentproduct recallhub:www.productrecall.campaign.gov.uk.Youcanalsoregisteryourelectricalgoods,suchastumbledryers,fridges,andwashingmachineson thesamewebsitesomanufacturerscancontact youifthereisarecalllater.


Heating oilIfyouuseheatingoil,thereareanumberofwaysyoucansavemoneyonyourbills.Herearesometoptips: Fillupyourtankwellbeforewinterarrives.

Suppliersarelessbusyandcanofferbetter value(fuelismoreexpensiveinDecember, JanuaryandFebruary).

Askseveraloilsuppliersforquotes andgetthebestprice.

Ifyouhavedifficultypayingforyourfuelinonego,askyoursupplieraboutflexiblepaymentoptions.

Ifswitchingsupplier,giveyournewsupplieraccuratedeliveryinstructionssotheycanthensendanappropriatedeliveryvehicleandthe drivercansafelyfillthecorrecttank.

Considerjoininganoilclubifyouhaveonein yourarea.Oilclubswillnegotiatewithsuppliersforthebestbulkpurchasepriceforheatingoil.Someclubscanhelpyourcashflowbyallowingyoutoordersmalleramountsfourtimesayearbutstillbenefitfromthebulkpricing.FormoreinformationvisittheActionwithCommunitiesinRuralEnglandwebsite: www.acre.org.uk/rural-issues/oil-buying Youcanalsofind‘Tentoptipsforheatingoilcustomers’onthispage.


Mostheatingoilsuppliersaremembersofthetradeassociation,theFederationofPetroleumSuppliers(FPS).TheFPSCustomerChartersetsouttheserviceyoucanexpectfromFPSmembers.Thisincludesinformationaboutwhattodoifyouhaveacomplaint.Askyouroilsupplierforacopyofthecustomercharterorfindacopyhere: http://www.fpsonline.co.uk/customer-charter

TheFPSalsohasanewColdWeatherPriorityInitiativetosupportvulnerablecustomers. Youcanfindoutmorehere: http://www.coldweatherpriority.co.uk/


Liquid Petroleum Gas (LPG)IfyouuseLPGandhaveatankforstoringyourLPG,youwillnormallyhaveacontractwiththetankownertosupplyLPG.However,after2yearsyoucanshoparoundtoseeifyoucangetabetterdealfromotherLPGsuppliers.

MostLPGsuppliersprovidepaymentplansor directdebitoptionstohelpyouspreadthecost ofbuyingLPG.

NearlyallLPGsuppliersaremembersofthetradeassociation,UKLPG.IfyouhaveaproblemwithyourLPGsupplier,youshouldaskyoursupplierforacopyofitscomplaintsprocedure.ThiswillsetoutyourrightsasaLPGbuyer.Moreinformationat www.uklpg.org/

AllUKLPGmembershaveavulnerableconsumers’protocol.Thissetsoutthesupportavailableforcustomerswithvisualorhearingdifficultiesorwhohaveproblemspayingtheirbills.LPGmemberswillalsogiveprioritytovulnerableconsumerswhendemandexceedssupply.

Solid fuelIfyouusecoalorwood,itisusuallycheapertobuy inbulkthaninsmallerbags.Ifyoubuyinbulkthesupplierwillnormallydeliverittoyourhome.However,youwillnormallyhavetopayup-front oragreeafinancialarrangementwithyoursupplier.Youalsoneedtohavespaceforstoringsolidfuel inbulk.

YoucanfindalotofusefulinformationaboutcoalandwoodontheSolidFuelAssociation’swebsite:http://solidfuel.co.uk/


District heatingIfyourhomegetsitsheatingandhotwaterthrough aheatnetwork(oftencalleddistrictheating)oracommunalheatingsystemthenyouoftenhavetostayconnectedtoasinglesupplier.However,youcanhelptomanageyourenergybillsandgetthesupportyouneedby: Makingsureyouareontherightheattariff.

Someheatsuppliersofferdifferenttariffsforlow,mediumandhighheatusers.Checkwithyoursupplierdirectlytoseewhatoptionwouldbe bestforyourneeds.

Checkthepaymentoptionsavailabletoyou. Manyheatsuppliershavetheoptionof spreadingpaymentsthroughouttheyear.

Ifyouprefertobudgetforyourenergyweeklythenaskyoursupplierabouttheavailability ofpre-paymentmeteroptions.

AskyourheatsupplieriftheyhaveaPriorityServicesRegisterandgetsignedupifyou areeligible(seepage28formoreinformation).Thiscanhelptoensureyougetalternativeheatingshouldsomethinggowrong.

CheckifyoursupplierisamemberoftheHeatTrust:www.heattrust.org.Iftheyareyoucangetadditionalsupportintheeventofadisputewithyoursupplier.


Tina’s StoryAn85yearoldladylivesaloneinaprivatelyrentedflat.ShecametoherlocalCitizensAdviceofficeinJune2017afterreceiving2largebillsfromhersupplier.Duringherfirstappointment,itbecameapparentthattheclient hadnotmadepaymentstowardsherusageforsometime,andshehadanumberofissueswiththeefficiencyinherproperty.Theclientseemedconfusedastohowshehadamassed£2000+ofarrearsforgasand electric,butadmittedthatshehadnotbeen makingpaymentsregularly.

AreferralwassenttotheEnergyChampion,whocontactedtheclienttoarrangeahomevisitasthe clienthadbeenidentifiedasvulnerableandstruggling tomakeitintotheoffice.

Whilstvisitingtheclient,theChampionlookedthroughtheclient’sbillsandgottheclient’ssignedauthoritytocontactthesupplier.Upondoingso,itbecameapparentthattheclienthadmaderegularpayments,butthenstopped2yearsago,andherusagehadincreaseddue toafaultyboiler.Theclient’stariffwasswitchedandaregularpaymentplanwithasetfigurearrangedfortheclient.Theclientalsoreceivedenergyefficiencyadviceabouthowbesttouseherheatingsystemandhowtoreportdraughtydoorsandwindowstoherlandlord.

Anapplicationwasmadetothesupplierstrust. Aprovisionalawardfor£2096wasmade,which wassubsequentlyconfirmedasafullawardafter theclienthadcontinuedtomakeregularpayments towardsherusage.


Theclientwasextremelypleasedwiththeoutcomeandwasconfidentthatshewouldnotfallintoarrearsagainbycontinuingtomakeregularpayments,andsubmit meterreadingstoensure herbillsareaccurate.*nameshavebeenchanged


2. Where to go for help if you are struggling with your energy bills or services

How you can get extra free servicesThe Priority Services Registerisaschemewhichoffersextraservicesfreeofchargeifyouareofpensionableage,disabled,chronicallysick,havesight/hearingdifficultiesorareotherwiseinneed ofPriorityServices.Theschemeisdesignedtoprovideadditionalsupportforthosemostinneed.

TobeaddedtothePriorityServicesRegister, yousimplyneedtocontactyourenergysupplier. Youcanfindtheircontactdetailsonyourenergy bill.Youcanaskyoursuppliertopassyourdetails ontoyournetworkoperator,especiallyifyouaredependentonyoursupplyformedicalreasons.

Ifyouhaveadifferentsupplierforyourgasandelectricity,youneedtocontactthemboth.Ifyouswitchsupplier,you’llneedtoregisterforthe serviceagainwiththem.

PriorityServicecustomerscangetthefollowingservicesfromtheirenergysupplieranddistributionnetwork.Distributioncompaniesprovidethegaspipesandelectricitywirestoyourhome.


Improved access to your meterIfyouhaveaprepaymentmeterandareunable toaccessit,youcanaskforittobemovedorreplacedwithacreditmeter.Pleasenote,insomecircumstances,somesuppliersmaychargeforthis.

Whereyouareunabletoaccessyourelectricity orgasmeter,supplierscanarrangetoreadthatmeterforyouatappropriateintervalsand informyouofthereading.

Password protection schemeSupplierscanagreeapersonalpasswordforusebytheirstaffwhentheyvisityourhome,soyouknowtheyaregenuine.

Bill nominee schemeSupplierscanarrangeforyourbillstobesenttotheaddressofafriend,relativeorcarersothattheycanhelptoarrangepayment,theiragreementisrequiredforthistohappen.


Advance notice and support during interruptionsEnergycompaniesrecognisethatconsumersinvulnerablesituationsmaybemoreatriskthan othersiftheirgasorelectricitysupplyisinterrupted. Forexample,theymayrelyontheirenergysupplyto: operatemedicalormobilityequipment storemedicines staywarm

Ifyourelyonyourenergysupplyinthisway,tellyournetworkdistributioncompany,oraskyoursuppliertotellthem.Iftheyknowaboutyoursituationtheywillmakespecialeffortstogiveyouadvance warningofsupplyinterruptionsandsupport duringinterruptions.

Ifyouarenotofpensionableage,disabledorchronicallysickbutfeelthatyouneedoneoftheserviceslistedabove,youshouldstillcontactyourenergycompanytodiscussyoursituation. Theymaybeabletohelpyou.

Services for customers with impaired hearing or visionSupplierscanprovideyouwithlargeprint,Braille andtalkingbillsandmustalsooffersuitablefacilitiestohandlecomplaintsandenquiriesfromcustomerswhoarevisuallyorhearingimpaired.

Tomakesureyoucanaccesstheseadditionalservices,contactyourenergysupplierdirectly.Remember,thatifyouhavetwodifferentsuppliersforyourgasandelectricity,youwillneedto contactboth.


Free gas appliance safety checkThisisachecktomakesuregasappliances aresafeandnotgivingoutaharmfullevelofcarbonmonoxide.Youcangetafreeannualcheckfrom yourenergysupplierifyouareanowner-occupier onmeanstestedbenefitsand: livealoneandareofpensionableage,

disabledorchronicallysick areofpensionableage,disabledorchronicallysick

andlivewithotherswhoareallofpensionableage,disabledorchronicallysick,orunder18

haveachildundertheageoffive livinginthehousehold.

Ifyouarerentingyourhome: yourlandlordisresponsiblefor

providingafreeannualgassafetycheck

Ifyourbillisunexpectedlyhigh,contactyourgas orelectricitysuppliertohavethemeterreadorgiveyourownreading.Anunexpectedlyhighbillmaybecausedbythemeterbeingmisread,orbyanumberofestimatedbillsfollowedbyanaccuratebill. Energysupplierswillworkwithyouifyouarestrugglingtopayyourbills.Alwayscontactthem assoonasyoucantofindouthowtheycanhelp.


Managing energy billsDependingonyoursupplierandyourcircumstances,youcouldreceiveotherhelp.Forexample: moneyoffyourenergybill,forexample

theWarmHomeDiscount,seepage38 formoreinformation

benefitentitlementcheckstomakesure yougetallthebenefitsyouareentitledto

trustfundswhichoffergrantsforthingslikewritingoffdebtsorbuyingnewenergyefficientappliances.Contactyourenergycompanytosee iftheycanhelp.OrtrycontactingCharisGrants orAurigaServices,direct,astheyadministermanyofthecompanies’trustfunds.Detailsavailableat: www.charisgrants.com and www.aurigaservices.co.uk Foracompletecharitysearchyoucanalsouse www.turn2us.org.uk

Debt repayment Ifyouareindebttoyoursupplier,theymustofferyouanaffordablepaymentarrangementthattakesintoaccountyourfinancialcircumstancesandyourabilitytopay.Forexample,youcouldrepayyourdebtbycashorcheque,bydirectdebit,usingapaymentcard,throughaprepaymentmeter,orthroughtheFuelDirectscheme(seepage13).


Avoiding disconnection Ifyouletyourenergydebtsbuildup,thereis ariskthatyourenergysupplierwilleventuallydisconnectyoursupply.Mostenergysuppliers willfitaprepaymentmeterasanalternativetodisconnection.However,ifyouarethreatened withdisconnection,therearestrictrulesastowhetherornotthisisallowed.

YoucannotbedisconnectedinthesixmonthsbetweenOctoberandMarchifyouareofpensionableageandlivealone,orifyoulivewithpeoplewhoareofpensionableageorunder18. Ifyouhaveapersonofpensionableagelivingwithyou,youshouldtellyourenergysupplierastheymusttakeallreasonablestepsnottodisconnect yoursupply.Thesameruleappliesifsomeone livinginyourhomeischronicallysickordisabled.

Thesixmainenergycompanies–BritishGas, SSE,E.ON,npower,EDFEnergyandScottishPower –havealsoagreedtonotknowinglydisconnectvulnerablecustomersfromtheirelectricityor gassuppliesatanytimeoftheyear.Youmaybeconsideredvulnerableforreasonssuchasyour age,health,disabilityorfinancialstatus.


Youcannotbedisconnectedif: Youhaveadebtrelieforder(ifyouliveinEngland

orWales)thatincludesexistingenergydebts. Adebtrelieforderisacheaperoptionthangoingbankruptifyoucannotaffordtopayoffyourdebts.Pleasenote:ifyouliveinScotlandandhaveadebtpaymentprogrammethatincludesenergydebts.Ifyouhaveanyconcernsaboutthis,contactyourdebtadviserforadvice.Whereveryoulive, youcouldstillbedisconnectedifyoubuild upnewenergydebts.

Youhavebeenmadebankruptandthedebtrelatestoaperiodbeforeyouwentbankrupt

Yourdebtisowedtoaprevioussupplier Thedebtisnotforthegasorelectricityyou

haveusedbutforsomeotherserviceor applianceyouhaveboughtfromyoursupplier

Youhaveagenuinedisputewithyoursupplier.

Specifichelpisavailableifyouhaveeitherbeenthreatenedwithdisconnectionorhaveactuallybeendisconnected.YoucanfindoutmorebycallingtheCitizensAdviceconsumerserviceon03454 04 05 06 (Englishlanguage)or03454 04 05 05 (Welshlanguage).Fortextphone,dial18001 followedbythehelplinenumber.

OrvisityourlocalCitizensAdvice.Searchforyournearest at citizensadvice.org.uk/about-us/how-we-provide-advice/advice/(inEnglandandWales)or cas.org.uk/bureaux(inScotland).


Help in winterYoumaybeabletogethelpwithfuelcostswith aWinterFuelPaymentorColdWeatherPayment.

The Winter Fuel Paymentisanannualpayment tohelpwiththecostsofkeepingwarmduring thewinter.Paymentsvarybetween£100–£300dependingonyourcircumstances.Itisavailable tomostpeopleofstatepensioncreditageand above.Ifyouthinkyoumightbeeligibleand arenotpaidautomaticallyyoucancallthe WinterFuelPaymenthelplineon03459 15 15 15 orvisitwww.gov.uk/winter-fuel-payment tofindoutmore.

Cold Weather Paymentshelpsomehouseholds inanareawhereaperiodofexceptionallycoldweatherhasoccurred.TheDepartmentforWork andPensionswillautomaticallypay£25foreachseven-dayperiodbetween1Novemberand31MarchwhenthelocaltemperatureisanaverageofzerodegreesCelsiusorloweroversevenconsecutivedays.Tobeeligible,youmustbereceivingcertainbenefits,andalsobeoverstatepensioncreditage, ordisabledorresponsibleforachildagedunder5.Visit www.gov.uk/cold-weather-payment orcontactyourlocalCitizensAdvicetofindoutmore.


Check if a previous supplier owes you moneyWhenyouswitchenergysuppliersormove house,yourcurrentsuppliershouldrefundany creditremainingonyouraccount.Thisismoney youhavepaidtotheminadvanceforenergyyou didnoteventuallyuse.

Whenyoucloseyouraccountthesuppliermustsendyouaclosingstatementtellingyouifthereiscredit onyouraccount,orifyouoweanythingtothem.Somesupplierswillnotalwaysdothis,soit’sworthcontactingthemtoseeifyouareowedmoney.

Tofindoutifyourprevioussupplierowesyou moneythereisnowa‘MyEnergyCredit’helpline0370 737 7770 or go to myenergycredit.com.


Solving problems with your energy supplierIfyoubelieveyoursupplierhasdonesomethingwrongyoushouldfirsttellthemabouttheproblemandaskthemtoputitright.Youwillfindtheircontactdetailsonyourbillorenergystatement.

Iftheproblemisnotsolvedinareasonabletime youshouldmakeaformalcomplainttoyoursupplier.Thedetailsofwheretosendthiswillbeonyourbill orstatement.IfyouneedsomehelpinmakingyourcomplaintyoucancontacttheCitizensAdviceconsumerserviceon03454 04 05 06(Englishlanguage)or03454 04 05 05(Welshlanguage). Fortextphone,dial18001followedbythe helplinenumber.

Yoursuppliershouldresolveyourcomplaintorsendyoua‘deadlockletter’sayingthereisnomoretheycando.Ifyoureceiveadeadlockletter,ortheformalcomplainthasbeenoutstandingformorethan eightweeks,youmaytakeyourcomplainttotheindependentEnergyOmbudsmanwhocanmake arulingwhichthesuppliermustaccept.Youcanvisittheirwebsiteombudsman-services.org/energy

Remember, if you have not received a deadlock letter and it is less than eight weeks since you made your formal complaint, the Ombudsman cannot pursue the matter.


3. How to save money and use less energy in your home

Where to find help Warm Home Discount schemeParticipatingelectricitysuppliersofferadiscountof£140offyourelectricitybillifyouareeligible.Youwillautomaticallyqualifyforthediscountifon8July2018allofthefollowingapplied: yourelectricitysupplierwaspartofthescheme yourname(oryourpartner’s)wasonthebill youweregettingtheguaranteecreditelement

ofpensioncredit(evenifyouweregetting savingscreditaswell)

Youmayalsoqualifyifyouareonalow incomeorreceivecertainotherbenefits. Toseeifyouqualifycallyoursupplierorvisit www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/grants-and-benefits-to-help-you-pay-your-energy-bills/

gov.uk/the-warm-home-discount-scheme/what-youll-get

Park (mobile) homes ContactCharisGrantsformoreinformation abouttheWarmHomeDiscountScheme www.charisgrants.com/case-studies/ warm-home-discounts-scheme.Telephone 03303 801 040MondaytoFriday9amto5:30pm


Schemes to improve energy efficiency and save moneyTherearegovernmentschemesthatcanhelpyousavemoneybyreducingtheamountofenergyyouwasteinyourhome.Themainschemesare: inEngland,theEnergyCompaniesObligation(ECO) inWales,ECOandNest inScotland,ECOandtheHomeEnergy

EfficiencyProgrammeScotland(HEEPS)

Energy Companies ObligationThisschemegivesgrantsforefficientboilersand loftandcavitywallinsulationtopeopleoncertainbenefitsacrossGreatBritain.Peoplenotoncertainbenefitsbutonalowincomeorwithahealthconditionmaybeabletogethelpunderthe‘ECOlocalflexibilityscheme’whichsomelocalauthoritieshavesetupwithfuelcompanies.Theschemeisdeliveredbythelargerenergycompanieswhoeachhaveslightlydifferentrulesforthehelptheygive.

WhileECOisbyfarthelargestfundforhelpwithheatingandinsulation,therearesometimesothersourcesofhelpatalocallevel.

FindoutmoreinEnglandandWalesbyvisiting www.eachhomecountsadvice.org.ukYourlocalCitizensAdvicemightalsobeabletohelp.Someareashavespecialistenergyadvicecentres.Contactyourlocalauthoritytoseeifthereisoneinyourarea.

FindoutmoreinScotlandbycalling HomeEnergyScotlandon0808 808 2282.


Nest (Wales only)NestistheWelshGovernment’sschemetohelppeopleinWalesreducetheirfuelbills.Nestcan helpyousaveenergy,makeyourhomemoreenergyefficient,checkyoureligibilityforbenefitsandadviseyouonmoneymanagement.

Youcouldalsogetenergyimprovement measuresforyourhomeatnocostif: youreceiveameans-testedbenefit

suchaschildtaxcredit liveinahomethatisprivately

ownedorprivatelyrented yourhomehasanenergyefficiency

ratingofE,ForG,whichoftenapplies toolderandlargerhomes.

Formoreinformationcontact Nest on 0808 808 2244 or go to nestwales.org.uk.


Home Energy Efficiency Programme Scotland (HEEPS) (Scotland only)HEEPSistheScottishGovernment’sschemeto helppeoplereducetheirenergybillsandmake theirhomesmoreenergyefficient.Itincludes theseschemes:

Area Based Schemes (ABS) Theseschemesarelocaltoyourareaandarerun bylocalauthoritiestoprovidehelptohouseholdsexperiencingfuelpoverty.Theyarefundedpartly bytheScottishGovernmentandpartlythrough theEnergyCompaniesObligation(ECO).Measuresavailablecouldincludesolidwallinsulation,cavitywallinsulationandheatingsystems.Tofindout ifyourpropertyqualifiesforsupportplease call0808 808 2282

Warmer Homes ScotlandWarmerHomesScotlandisdesignedtohelpvulnerablepeoplemaketheirhomeswarmerandmorecomfortablebyinstallingarangeofenergysavingmeasures.TheScottishGovernmentisofferingassistancetohomeownersandprivatesectortenantsstrugglingtoheattheirhome, whohavelivedintheirpropertyforatleasttwelvemonths,andwhomeetthequalifyingcriteria. Formoreinformationaboutthescheme,andtocheckifyouqualify,pleasecontactHomeEnergyScotlandon0808 808 2282andanenergyadvisorwillbehappytoassistyou.

Themeasuresofferedwilldependonasurvey oftheproperty.Ifyouhavehadassistancethrough aGovernmentprogrammebefore,youcanstill applyforWarmerHomesScotlandifyoumeet


thequalifyingcriteria.Assessorswillcometoyour hometosurveyitandwillrecommendmeasuressuitablefortheproperty,whichcouldinclude arangeofinsulationandheatingmeasures, andinmostcasescostswillbemetbythe ScottishGovernment.

Therewillbeaneedforcustomercontributions insomeinstancesforcertainmoreexpensivemeasures,suchassolidwallinsulation.Ifyouare aprivatesectortenantyourlandlordwillbemadeawareofthemeasuresthatareabletobefundedbytheScottishGovernmentandwhichonestheymayberequiredtofund.Theirpermissionisrequired tobegivenpriortoanymeasuresbeinginstalled.

Home Energy Scotland LoanTheHomeEnergyScotlandloanhelpshomeownersmakeenergyandmoneysavingimprovements totheirhome.Thisinterestfreeloanisfundedby theScottishGovernmentandiscurrentlyopentoapplications.Fundingupto£32,500perhomeisavailabletoowneroccupiersandeligibleregisteredprivatesectorlandlordsinScotland.Thiscovers arangeofenergyefficiencyimprovements includingupto£17,500forhomerenewablessystemsorconnectionstoanapproveddistrictheatingschemepoweredbyarenewableenergysource.Cashbackgrantsarealsoavailableforalimitedtimeforenergyefficiencyimprovements.

OnlyHomeEnergyScotlandcanarrangeforanapplicationformtobesenttoyou.Itisacondition oftheschemethatyoucontactHomeEnergyScotlandpersonallytogetimpartialadviceaboutyourhomeandsoyoucanmakeadecisionaboutthebestoptionsforyou.Thirdparties,forexampleinstallersorlettingagents,arenotallowedtoapplyonyourbehalf.


Workmustnotcommenceonanyinstallation untilyoureceivealoanofferinwriting.

Allapplicationswillundergocreditandaffordabilitychecks.Successfulapplicantswhogoontoclaimfundingwillberequiredtopayanadministrative feeof1.5%ofthetotalloanvalueuptoamaximumof£150perapplication.

ApplicationscanbemadebyowneroccupiersandcertainregisteredprivatesectorlandlordsinScotland.

Landlordsareabletoapplyforupto3propertieswhichmustbecurrentlyoccupiedbyoneormoretenantsorhaveoneormoretenantsinplacewithin30daysoftheloanhavingbeenpaid.Theloanis onlyavailabletolandlordswhooperateas“naturalpersons”.Businessesthatownandrentdomesticpropertiessuchaslimitedcompanies,charities, soletradersandpartnershipsarenoteligibleforfundingunderthisschemebutmaybeeligible forsupportundertheSMELoanscheme. Formoreinformationpleasevisit www.resourceefficientscotland.com/funding

Loansmustbeusedtoimproveexistingresidentialexistingbuildings.Newbuildingsunderconstruction,wherethepropertyisalreadyownedbytheintendedowneroccupier,arealsoeligibleforsupportforrenewablessystemsordistrictheatingconnectionsbutnotenergyefficiencyimprovements.

Youcangetmoredetailsontheseschemes,energyefficiencyadvice,informationonlow-costenergytariffsandadviceonhowtomakethemostofyourincomebycontactingHomeEnergyScotlandon0808 808 2282orvisit energysavingtrust.org.uk/scotland. YoucanalsovisitEnergyActionScotlandat eas.org.ukforinformationonHEEPS.


Tips for saving energyTherearemanythingsyoucandotomake yourhousemoreenergyefficientandcut yourenergybills.Youcanvisit www.eachhomecountsadvice.org.uk (England&Wales) or 0808 808 2282(HomeEnergyScotland).

Top tips for saving energy:1 Ifyouhaveatimeronyourcentralheatingsystem,settheheatingandhotwatertocomeononlywhenrequired.Forexample,setittostart30minutesbeforeyougetupinthemorningandtoswitchoff 30minutesbeforeyouareduetoleaveorgotobed

2 Ifyouhaveahotwatertank,setthecylinderthermostattoeither60degreesCelsiusor140degreesFahrenheit.Cylinderthermostatsare usuallyfittedbetweenaquarterandathird ofthewayupthehotwatercylinder

3 Closeyourcurtainsatdusktostopheatescapingthroughthewindows.Checkfordraughtsaroundwindowsanddoorsthatletcoldairinandwarm airout.SometimesyoumaybeabletoblockdraughtsusingsimpleDIYmaterials

4 Alwaysturnthelightoffwhenyouleavearoom

5 Don’tleaveappliancesonstandbyand remembernottoleavelaptopsandmobile phonesonchargeunnecessarily


6 Whenyouaredoingthewashing,trytofillupthemachine,tumbledryerordishwasher.Onefullloaduseslessenergythantwohalfloads

7 Tryandmakesurethatyouonlyboil asmuchwaterasyouneed

8 Adrippinghotwatertapcanwasteenoughenergyinasingleweektohalffillabathwithhotwater. Fixleakingtapsandmakesuretheyarefully turnedoff

9 Considergettingasmartmeterandin-homedisplayinstalledwhenyouareofferedonebyyourenergysupplier.Thein-homedisplaywillshowyouhowmuchenergyyouareusingsoyoucanwork outwheretheremaybeopportunitiestouselessenergyandsavemoney.Thegovernmentwants allhouseholdstohaveasmartmeterby2020– seesmartmeters,page16

10 Doahomeenergychecktofindoutaboutsavingsofupto£250ayearonhouseholdenergybills.Visitthewww.eachhomecountsadvice.org.uk inEnglandandWalesandat energysavingtrust.org.uk/domestic/home-energy-check-scotlandinScotland. Usethischecktogetafullreportwithdetailsofyourhome’senergyuseandthesavingsyoucouldmake


Energy efficiency improvements for private tenantsIfyourentyourhomefromaprivatelandlord, therearesomethingsyourlandlordhastodo whenrentingoutaproperty.

Minimum Energy Efficiency StandardsWhenyoufirstrentedyourhome,yourlandlordshouldhaveprovidedyouwithyourhome’s EnergyPerformanceCertificate,orEPC. Thisgivesthepropertyanenergyratingbetween A(best)andG(worst).FromApril2018,alandlordcan’trentoutapropertywitharatingofForG,unlesstheyhaveagoodreason.Thisruleapplieseverytimetheysignanewtenancy,soifyou’realreadyrentinganForGratedproperty,thenew rulewillapplywhenyourrentalagreementis nextrenewed.

ThelandlordwillneedtomakeenergyimprovementstoyourhometobringituptoanEratingorbetter,unlesstheycanclaimavalidreasonnotto.

Reasonsfornotimprovingthehomeinclude: theimprovementsneededarenottechnically

suitableforthebuilding theimprovementsneededwouldchangethe

characterofthebuilding theworkcan’tbefullyfunded


Thereareanumberofschemesthatcanhelptofundhomeenergyimprovements.Yourlandlordmayneedhelpfromyoutoclaimsomeofthese.

Complaining to the CouncilAlandlordhastomakesurethatthehomestheyrentoutaresafetolivein.Ifyouthinkyourhomeistoocoldordamptobesafe,speaktoyourlandlordabouttheproblem.Iftheydon’tsortitoutyoucanaskyourCouncil’sprivatesectorhousingdepartmenttostepin.

TheywilluseasystemcalledtheHousingHealthandSafetyRatingSystemtodecidewhetheryourhomeissafe.IftheydecidethatthereisaCategory1healthhazardduetoexcessivecoldordamp,thentheycanmakethelandlorddo somethingtofixtheproblem.


Penelope’s storyPenelope,a68yearoldladylivinginaprivatelyrented1bedroompropertywithherlongtermpartner,hadbeenkeentoswitchenergysupplier tosavemoneyonheroutgoingbills,butshe wasn’tconfidentwithdoingthisherself.

ClientwentintoherlocalCitizensAdviceoffice askingforassistancewithswitchingafterseeingcoverageinthenewsandontelevisionabouthow togoaboutgettingthebestenergydeal.SheadmittedthatherITliteracylevelswerelow,and shedidnotfeelconfidentinswitching,having neverdonesobefore.

ThelocalCitizensAdviceofficeofferedPenelope anEnergyBestDealExtraappointmentwithanEnergyChampion,whodemonstratedtotheclienthowtoswitchsupplier,andexplainedwhattheWarmHomeDiscount(WHD)was.Theclient washappytocompletetheswitchduringtheappointment,andwouldsaveanestimated£259 ayear,withanapplicationforthe£140WHDalsosuccessful.TheclientdecidedtopaybyDirectDebitforthefirsttimeafterthispaymentmethodwasexplainedtoher.

Theclientthenreturnedtothelocaloffice12monthson,onceherfixedtariffhadended,andafurther 12monthsafterthat,oncethattariffhadthenalsoended.Theclientadmittedthatshehadattemptedtocomparetariffsandswitchherself,butherlackof


confidenceinusingITmeantsherequestedfurthersupportfromCitizensAdvice.Theclienthasexpressedgratitudefortheappointmentsshehashad,andstatedthatshemaynothavebotheredswitchingandsavingwereitnotfortheenergyadviser’sassistance.Clientsestimatedsavings standat£650+over3appointments.

*Nameshavebeenchanged


Energy suppliers’ contact numbers

Energy Company

Website Customer Service

Cheaper from mobile*

Warm Home Discount

Affect Energy affectenergy.com 0330 606 2675

Avro avroenergy.co.uk 0330 088 5754

Avi Energy avidenergy.co.uk 0808 284 0456

Breeze Energy breezeenergy.co.uk 0191 348 1212

Bristol Energy bristol -energy.co.uk 0808 281 2222

British Gas (including customers of Scottish Gas)

britishgas.co.uk 0333 202 9802 0330 100 0303 prepay

0800 072 8625 credit0800 294 8604 prepay

Better Energy (gas only)

betterenergy.org.uk 0115 846 0438* Not part of the scheme

Bulb Energy bulb.co.uk 0300 303 0635 0800 731 0214

Cardiff Energy Supply Ltd

cesl.me 0292 225 0340

Co-operative Energy

operativeenergy.coop 0800 954 0693 0800 954 0693

daligas (gas only)

daligas.co.uk 0800 111 4568 Not part of the scheme

Ebico ebico.org.uk 0800 028 6699 0800 300 111

E e.org 0333 103 9575

Economy Energy

economyenergy.co.uk 0333 103 9053 Not part of the scheme

Ecotricity ecotricity.co.uk 0800 030 2302 Not part of the scheme


Energy Company



Warm Home Discount

EDF Energy (incl. customers of Seeboard and SWEB)

edfenergy.com 0800 056 7777 0113 820 7117 0808 101 4130

Engie home.engie.co.uk 0800 280 8000

Enstroga enstroga.co.uk 0115 857 2572

Entice Energy enticeenergy.com 0330 403 0040

Extra Energy extraenergy.com 0800 953 4744 0330 303 4774 Not part of the scheme

E.ON eonenergy.com 0333 202 4610 0345 052 0000*

First Utility first-utility.com 0192 632 0700 0800 138 3342

Fischer Energy fischerenergy.co.uk 0800 103 2769

Flow Energy flowenergy.uk.com 0800 092 0202 0330 333 7282

GB Energy gbenergysupply.co.uk 0800 644 4451

Gen4U gen4u.co.uk 0800 035 5902

Gnergy gnergy.co.uk 0125 249 4141

Go Effortless Energy

goeffortless.co.uk 03333 444 109

Good Energy goodenergy.co.uk 0800 254 0000 Not part of the scheme

Green Energy UK

greenenergyuk.com 01920 486 156


Energy Company



Warm Home Discount

Green Network Energy

greennetworkenergy.co.uk

0800 520 0202 01920 486 156 Not part of the scheme

Green Star Energy

mygreenstarenergy.com

0800 012 4510 033 0088 1619 Not part of the scheme

Igloo Energy igloo.energy 0333 405 5555

iSupply energy

isupplyenergy.co.uk 0330 202 0298

Solarplicity solarplicity.com 0333 004 4666 Not part of the scheme

M&S Energy (in association with SSE)

mandsenergy.com 0345 071 9603 0800 300 111

National Gas nationalgas.org.uk 0190 538 0201

npower npower.com 0800 073 3000 0300 100 3000 0808 172 6999 or 0330 100 8669

One Select oneselect.co.uk 0333 21 25 973

Octopus Energy

octopus.energy 0808 164 1088 0808 164 1088

Our power our-power.co.uk 0808 168 4534

OVO Energy ovoenergy.com 08004 086 610 01173 326 945

PFP Energy pfpenergy.co.uk 01772 395 777


Energy Company



Warm Home Discount

Robin hood robinhoodenergy .co.uk

0800 030 4567

Sainsbury’s Energy (in association with British Gas)

sainsburysenergy .com

0800 316 0316 0330 100 0014 0800 077 3827

Scottish Power (including Manweb)

scottishpower.co.uk 0800 027 0072 0345 270 0700 0800 027 0072

SO so.energy 0330 111 5050

Spark Energy sparkenergy.co.uk 0345 034 7474*

SSE sse.co.uk 0345 071 9710 0800 300 111

Together Energy

togetherenergy.co.uk 0333 150 1699

Tonik Energy tonikenergy.com 0333 344 2686

TOTO Energy totoenergy.com 0333 210 7070

Utilita utilita.co.uk 03303 337 442

Utility Warehouse (owned by Telecom Plus)

utilitywarehouse.co.uk 0333 777 3212

Zog Energy (gas only)

zogenergy.com Not available Not part of the scheme

*Numbersstartingwith01or02aretypicallychargedupto9pperminuteifyoucallfrom alandline;callsfrommobilesbetween8pand40pperminutedependingonyourcallpackage.Mostprovidersoffercallpackagesthatallowcallsfreeatcertaintimesofthe day.Numbersstartingwith03costnomorethancallsto01or02numbers.Callsto 03numbersfromlandlinesandmobilesareincludedinfreecallpackages.


Other useful contact numbersGreat Britain wideCitizensAdviceconsumerservice 03454 04 05 06Fortextphone,dial18001followed bythehelplinenumber

TotalktoaWelshspeakingadviser 03454 04 05 05

WinterFuelPaymentshelpline 03459 15 15 15

Therearealsolotsofusefulfactsheetsabout makingyourhomewarmerandsavingmoney onyourfuelbillsonthesewebsites:CentreforSustainableEnergy: www.cse.org.ukEachHomeCounts: www.eachhomecountsadvice.org.ukNationalEnergyAction: www.nea.org.uk

ScotlandHomeEnergyScotland 0808 808 2282

WalesNest 0808 808 2244


Althoughcarehasbeentakentoensuretheaccuracy,completenessandreliabilityoftheinformationprovided,CitizensAdviceassumes noresponsibility.Theuseroftheinformationagreesthattheinformationissubjecttochangewithoutnotice.Totheextentpermittedbylaw,CitizensAdviceexcludesallliabilityforanyclaim,loss,demandsordamagesofanykindwhatsoever(whethersuchclaims,loss,demandsordamageswereforeseeable,knownorotherwise)arisingout oforinconnectionwiththedrafting,accuracyand /oritsinterpretation,includingwithoutlimitation,indirectorconsequentiallossordamageandwhetherarisingintort(includingnegligence),contractorotherwise.

Copyright©2018CitizensAdvice.Allrightsreserved.AnyreproductionofpartorallofthecontentsinanyformisprohibitedexceptwiththeexpresswrittenpermissionofCitizensAdvice.Allphotosposed bymodels.

CitizensAdviceisanoperatingnameofthe NationalAssociationofCitizensAdviceBureaux,Charityregistrationnumber279057.VATnumber726020276.CompanyLimitedbyGuarantee.Registerednumber1436945England. Registeredoffice:CitizensAdvice,3rdFloor North,200AldersgateStreet,London,EC1A4HD.


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