Transcription

1 The aim of this information is to help you understand how to change your energy supplier. It should all go smoothly, but it s a great help if you can provide accurate information to your new supplier, especially: the amount of energy you use; the terms of the contract you have with your current supplier (and metering service provider, if you have one); details of the premises you own or occupy, including any special metering arrangements. Your current supplier should be able to help you with this information if you do not have it. But generally, any queries you may have about the process should be raised with your new supplier. The leaflet also has advice on what you should do if something goes wrong. The decision to change supplier There are a number of reasons why you might want to change your current energy supplier. You might not be satisfied with the quality of their customer service. You might believe you can get a better deal from an alternative supplier. Or perhaps it s simply that your current contract is coming to an end. Make sure you allow yourself plenty of time to gather key information. You will want to: confirm whether and when you can end your contract with your current supplier; gather some key information such as your annual usage to help a new supplier to quote you a price; obtain and compare a number of prices offered by a range of suppliers. Remember to compare all the details of an offer a low price may not look so attractive when it comes with difficult cancellation or termination conditions or other contractual obligations. Obtaining quotes Before you ask for quotes from energy suppliers, or issue a formal tender document, make sure you have as much of the following information as possible for all the relevant premises: The full address and post code for each premise. 1

2 The reference number for all meter point(s) as shown on a bill(s) from your current supplier (i.e. Meter Point Reference Number (MPRN) for gas and Meter Point Administration Number (MPAN) or also known as the Supply or S number for electricity). You may have more than one meter point for either energy source at your premises; you can check this with your current supplier if you are unsure. Meter Serial Number(s) the number printed on your meter(s). If in doubt you can ask your supplier, who could offer arrange a meter reading visit (although you may be charged for this). Your best assessment of the annual amount of energy used, and the nature of your business and its consumption patterns. Different prices may apply depending on seasonal changes or the time of day at which you need to use energy. All of the following will be available from your latest bill, or from your current supplier: - For businesses which consume a significant amount of electricity, the maximum demand (the largest amount of electricity consumption in any one half-hour period). - Where gas consumption is high the Authorised Supply Capacity (the maximum quantity of gas you are permitted to use per day or per hour, as decided by the gas transporter). - For very high gas consumption, some premises may be supplied on an interruptible basis (where your gas supply can be interrupted on pre-agreed notice). If you have such a site, it is very important that you provide your new gas supplier with emergency contact details for these premises, in accordance with the Gas Safety Management Regulations. - Emergency contact details will also be needed for sites consuming over 25k therms of gas. Your new supplier will be able to give you more information about what contact details you must provide. - Details of the arrangements in place for meters and meter reading. Usually the supplier will arrange these services. However, some customers make their own arrangements. It is important that you notify suppliers if this is the case for any of your premises. One of the key pieces of information is where meters are located within the property. - If you qualify for any VAT or Climate Change Levy exemptions or reductions, you will have to provide copies of these forms to your new supplier, and in some cases complete a new VAT declaration. - A copy of your last bill can be extremely helpful. Gas customers will usually be able to monitor much of the above data for most of their sites. For more information, visit and click on Industrial and Commercial Consumer Access to Data. We expect that an equivalent or similar service will be available in the future for all non-domestic electricity customers. Note: Suppliers are not obliged to respond to your request to provide an energy price quote. 2

3 Nine key questions to ask about an energy contract 1 What is the charge per unit? Are there any fixed or standing charges? For electricity, are there any capacity charges per KVA? 2. Can the price I pay for energy change during the life of the contract? If so, how will you tell me about this or any other changes to the contract? Are charges fixed or variable? If they are fixed, how long for? If they are variable, which parts may vary? 3. What happens at the end of my contract or the fixed-term period if I stay with you as my supplier? What can happen at the end of my contract or the fixed-term period if I do not renew my contract? What do I need to do if I do not want to renew my contract? 4 What is the length of this contract? Will you remind me of the contract end date? What do I have to do if I want to end the contract early? 5. How and when do I contact you if I want to switch energy supplier? In what circumstances can you stop me switching to another energy supplier? 6 Who can I contact to find out more information about my contract, and what information will they need from me? 7. Under what circumstances can my energy supply be cut off? What warning would I be given and what procedures must be followed? 8. What options do I have on payment terms? 9. Am I committed to a minimum or maximum volume of energy? If so what charges could I incur if I use less or more? The process of changing supplier Changing your supplier should take four to six weeks. Your new supplier should tell you about expected timescales and the important parts of the process. Your new and current suppliers will be transferring important site and metering information between one other, and their metering service providers. If there is confusion about the correct data, this can prevent a transfer from taking place or lead to delays. Either supplier may contact you during this period to clarify details or arrange a visit to the premises. In order to help ensure the process runs smoothly, we recommend that you do not change meters leading up to a transfer, as this increases the risk of a delay or complications. 3

4 Before During After You the customer Check your current contract and understand the terms relating to cancellation or termination. Prepare relevant information relating to the premises as detailed above. Request quotes from energy suppliers. Select your preferred supplier, and check new contract carefully before signing ask questions if you are unclear. Notify your old supplier in writing. This may be required by your contract, but will also help to make the process run smoothly. Make provision for any meter reading visits, or provide your own meter readings. Remember to keep a record of the readings. Check that the final bill from the old supplier uses the correct meter readings & dates before paying it. If it does not, contact the old supplier. Check that the first bill from the new supplier uses the correct meter readings & dates, and that the prices are consistent with the contract. If not, contact your new supplier. Your new supplier is responsible, under energy industry agreements, for controlling virtually all aspects of the transfer, and should be your first point of contact in most cases. Will prepare price quotes and contracts based on information provided by you, the customer. Will verify that site and billing address and metering point information are correct. Will initiate the transfer process. Will appoint metering service providers (unless you have arranged for this yourself). Will contact you to confirm the transfer dates, and for any information the need during the transfer process. Will issue an opening bill in accordance with the terms and conditions of the contract. Will notify you of any rejections or if an objection occurs. Will arrange for a meter reading to be taken. 4

5 Your old supplier Will receive notification that the transfer is about to take place. May contact you to ensure that this information is correct. Will contact you if they object to the transfer, based on the terms of your current contract. Will issue a final bill or statement of account, and should reimburse you for any account credit. Will receive details of meter readings from the new supplier. Will cancel metering arrangements if applicable. Other key points to consider Minimising the likelihood of having to pay high prices for being out of contract with your current supplier Your current supplier will have bought energy for your contracted period of supply at agreed rates. Beyond this date energy prices may be more expensive and you will be charged accordingly. Tell your new supplier when you want the change to take place make sure that the date ( Transfer Date ) follows on immediately from the final date of your current contract. Allow enough time from selecting a new supplier to your transfer date - up to six weeks or longer if you include a tendering period. Avoiding your current supplier objecting to (and potentially delaying) the transfer and avoiding termination fees Review your contractual obligations with your current supplier. Make sure you are entitled to change supplier without penalty (in the form of a termination fee); make sure you do so according to the terms and conditions of your contract, and that you include any notice period. Ensure that you are authorised to change supplier, i.e. the supply to the premises is not part of a landlord s contract and your energy supply is included in the rent you pay to your landlord. 5

6 Your current contract should include: - details of the circumstances in which your supplier may prevent your transfer to another supplier; - when you may be liable for a termination fee; - what your required termination or notice period is; - the need to give notice in writing. (Certain older gas contracts may not include this information, but the old supplier may still object to a transfer where a debt is present or the contract period has not finished.) Reasons why your old supplier might object to a transfer: - You are trying to change supplier before the end date of your current contract. - You are seeking to end the contract without giving the required period of notice. - Your supply is based upon more than one related meter point at the one site, and not all of these are to be transferred at the same time by your new supplier. - The contract terms and conditions specify payment of outstanding debt before changing supplier. If you have just moved into the property and are not aware who the supplier is For gas, Xoserve provide a helpline with details of the supplier registered to that address For electricity your regional distributor provides a similar service called MPAS check your local phone book for the telephone number in your area. Or ask your preferred suppliers to provide a quote. With your permission they will be able to identify the current supplier. You will still be liable to the current supplier(s) for all energy used, from the time you occupied the premises to the changeover date. So it is always in your interests to identify the current supplier as soon as possible and tell them you are responsible for those premises. Not having a contract with a supplier will mean that you are supplied on a deemed contract, with rates which typically are more expensive. Helping suppliers to price accurately and avoid subsequent delays or changes Provide as much information as you can. Give your permission for suppliers to access energy industry systems to check your data. As far as possible, verify your own data with energy industry held systems. 6

7 Ensuring the right price and contractual arrangements Make sure you are comparing like with like : unit rates, fixed/standing charges, time of use rates, main terms and conditions etc. Are all the material terms and conditions of the contract acceptable (contract period, termination notice, termination fees etc.)? Remember to read all the small print and ensure that you understand all the implications. Once you have signed or verbally agreed a contract it will be legally binding unless the contract specifically allows a cooling off period. This is very rare, however, in the case of business contracts. You should assume that the contract is binding as soon as you have signed it. Are the services you want, relating to billing and consumption information, clearly set out and agreed? Examples of such services include the billing frequency, and any energy management information or online services. Are VAT and the Climate Change Levy (CCL) included in the price, or will these be additional charges? This could affect your price comparison. Do you want to have electricity generated from renewable sources? Some suppliers offer contracts for green electricity, which can lead to a reduction in the Climate Change Levy but can increase the actual price per unit. Check the metering service arrangements including reading and read access arrangements. Make sure you formally accept or sign and return the contract before the offer expires. The offer may lapse or not be available again and you could face higher deemed contract charges with your current supplier. What is expected of you during the transfer process? Be ready to answer any queries the new supplier may have about the details of your premises. Speak to your current supplier if there are any objections to the transfer of your supply. In general, if you have any queries or doubts about the change of supply process, contact your new supplier. What is the best way to ensure an accurate meter reading at the time of changeover? Be ready to provide access to your premises keep any appointments made, provide keys etc. Provide your own reading if asked to do so. You will need to be familiar with your metering installation in order to provide this. Ask for a meter reading visit if you are unsure. 7

8 If possible, take a meter reading on the changeover date. Give it to your new supplier, but also make sure you keep a record of any readings yourself. Check the closing bill from your current supplier, and the opening bill from your new supplier Check the details of your bill. Ensure that the charges are accurate, and that all of your premises and meters are on the bill. Your final and initial bills should both state the same transfer date (the Supply End Date should be one day before the Supply Start Date). The opening reading from the new supplier should be the same as the closing reading from the old supplier. What to do if things go wrong Q: My old supplier has objected to the transfer. A: Your current supplier will tell you that they have raised an objection to the transfer, and you will need to sort it out with them. Your new supplier might also tell you about it. You should check your current contract to see whether your current supplier is entitled to object to you leaving. Q: Things don t seem to be happening quickly enough or I haven t heard anything for a while. A: You should contact your new supplier. Q: My supply was not transferred on the due date. A: You should contact your new supplier. Q: My transfer was later than I was told it would be, and my old supplier has charged me increased rates. A: You should contact your new supplier, who will try to sort it out with the old supplier. Q: Some of my premises were not transferred, or were transferred later than the others. A: This might happen with individual premises within a portfolio of sites you are transferring. If the meters are related (i.e. all are linked to a single supply to one site), then the transfer may be delayed or rejected. If they are associated (i.e. form part of your portfolio of several sites but are not linked to one another at a single site) then some may be transferred and some not. This can lead to confusion and possibly a financial disadvantage. If you cease to occupy any of your premises, you should inform your supplier immediately. Q: I haven t had a closing bill or invoice. A: If a bill hasn t arrived within a reasonable time of the transfer, you should contact your old supplier. You can normally expect to receive a final bill or invoice within 30 days of the transfer date. However, you remain liable for final invoice demands for up to six years in England & Wales and five years in Scotland. To avoid any unexpected demands in the future it is in your interests to keep any records relating to the transfer (including meter reads and bills) and copies of your contract for at least six years. 8

9 Q: My old supplier is still billing me, even after the transfer. A: This should not occur after the final account has been settled. It is important to make sure you receive a final bill. Contact your new supplier to confirm the date of transfer and then contact your old supplier to find out why they are still billing you. Q: I haven t had an initial or opening bill from my new supplier. A: You should contact your new supplier. They may have failed to set up your account. However, you are liable to the new supplier for all energy consumed from the transfer date, so it is in your interests to make sure they bill you regularly. Q: My new bill doesn t look right or I am being charged the wrong price. A: You should contact your new supplier to sort it out on the basis of your new contract. Do not automatically pay the amount demanded check it first. You might be able to agree a partial payment in the meantime. Q: The meter readings on my final and opening bills are different. A: Check that the MPAN (electricity) or MPRN (gas) on the bills from each supplier are the same. Make sure you do not overpay, and that you don t underpay and face a demand later for the full amount. Q: The closing and opening bill dates do not match. A: Check that the MPAN (electricity) or MPRN (gas) on the bills from each supplier are the same. There should be no overlap in, or gap between, the dates used by each supplier. Although the meter reading used for the change of supply may be the same, you should contact the new supplier to confirm the change of supply date and then contact your old supplier with this information. Q: The meter reading on the bill is not the same as the one I provided for the transfer date. A: Contact your new supplier to query this. If your meter reading is correct but significantly different from the meter reading used, they may be able to contact the old supplier and agree to use your meter reading. In this case both the final and initial bills will be replaced. Also, ask for an explanation why your reading was not used, in case there is an underlying problem. Q: I have been told I am changing supplier, but I have not agreed this with anyone. A: This is known as an erroneous transfer and you should tell your current supplier immediately, as they may be able to prevent the transfer. You should also contact the proposed new supplier to understand why this has happened. Q: I ve spoken to my supplier about my problem, and I am still not happy. A: After contacting the suppliers and giving them a suitable period (at least 20 working days) to sort the problem out, you can then make a complaint using our complaint form. 9