FAQs - Power to Switch

Billing, Tariffs & Payment Methods (Meters)

Estimated Energy Use and Energy Terms

1. Comparing & Switching Deals

Why should I switch?

Although it may seem confusing comparing energy tariffs and switching is straightforward, especially if you use Power to Switch.

By switching you could save money, get a better service or get additional services and products not offered by your existing supplier. Power to Switch has information on available tariffs and also discounts/incentives, payment options and customers service reviews for each energy supplier. This makes choosing the best deal easy.

What to consider when thinking about switching

Its not always about the cheapest deal but the best deal for you. Although any saving will be a key factor it is worth thinking over other points to make sure its the right deal for you:

Payment options (how you want to pay for example Direct Debit, on receipt of bill or maybe pre-payment?)
Some tariffs may have a contract (e.g. one years) which could attract a fee if you decide to leave early.
How does the supplier rate in terms of customer service
Are there any introductory discounts or reward schemes for new customers.
Is there any innovative products for example apps, online account management
Does the company provide any support, for example with energy efficiency measures or help with vulnerable consumers

How much money can I save?

How much you can save by switching energy suppliers depends on a number of factors. These include how much energy you use, how you want to pay your bill and the type of tariff you want to sign up for. To find out exactly how much you can save by switching supplier, enter your details into Power to Switch we’ll calculate the savings for you. Click Compare Now to start.

What do you need to compare offers

Comparing all the deals available with Power to Switch takes less than five minutes.

All you need is a few basic details in terms of who your current supplier is, your current payment method and tariff, how much energy you use or how much you spend on energy. Details of your current energy usage (or spend) will be included on your bill.

If you don’t have details on your current usage to hand you can choose from a range of average consumptions (low, medium, high).

If you want to compare the cost of home heating oil against the cost of gas all you need to provide is how much oil you use or how much you spend on oil over a month, quarter or year. Power to Switch will do the rest and provide an estimate of the difference between the two fuels.

2. Switching Process Explained

What won’t happen by switching

There will be no interruption to your supply because you switch. There will be no changes to your meter, your wiring, your pipe work or connection. Changing your electricity supplier will not affect the safety or reliability of your electricity supply or how quickly your power is restored if there is a power cut.

NIE (who owns the pylons, wires and meters) is a totally separate from any of the electricity supply companies and therefore the supply you receive will be the same regardless of your supplier.

Switching Energy Supplier?

The process of switching energy suppliers is very straightforward. It involves the following simple steps.

1. Power to Switch will provide you with details of all the the deals available based on your specific use – all you have to do is decide which energy supplier, price and tariff suits you best. A summary of all the information you need is provided in the results along with customer reviews, any introductory offers and additional services.

2. Once you have decided which tariff, payment method and energy supplier provides the best deal for you, simply click on the ‘Complete Switch’ option to complete the switching form. This collects some further information to allow Power to Switch to initiate the switch with your new supplier.

3. Your new energy supplier will contact you shortly after your application to confirm the details and commence the switching process.

There is no need for you to contact your existing gas or electricity supplier. Your new energy supplier will contact your existing energy supplier to arrange the transfer of your gas or electricity supply. The only change you will see is that your gas and electricity bill will come from a different energy supplier.

4. After agreeing to switch gas or electricity supplier you have ten working days ‘cooling off’ period in which you can cancel the switch if you change your mind for any reason. The switch must be completed within 15 working days after the end of the cooling off period.

Does it cost to change gas or electricity supplier?

There is no charge for switching supplier, however some contracts (fixed term deals) could currently include an exit fee for leaving early. For example if you previously signed up to a one or two year contract there may be a cancellation charge but this will be detailed in your terms and conditions.

When can I change supplier?

Anytime you like. You are free to choose who supplies your home with gas and electricity. Some tariffs may carry small exit penalties so check with your current energy supplier.

Can I stay with the same supplier?

You can use Power to Switch to find out how other suppliers and their tariffs compare to your existing supplier, but you can also stay where you are. Even without changing supplier you may find a better deal with your existing supplier.

Can I switch gas or electricity supplier if I…

Rent my property: Yes – You can switch your electricity supplier if you’re renting, provided your property has a separate electricity meter and the account is in your name. If in doubt you should contact your landlord first, as they’ll be responsible for the account if you move out. But if you are renting, paying your own energy bills and can find a better deal elsewhere, you have every right to switch.

Am moving house: Yes – if you are moving house you should let your current supplier know as soon as possible as to when you have moved out and provide a closing meter reading.

When you move to a new property it’s important to contact your chosen supplier, to let them know and provide them with a meter reading, If you don’t you may end up paying the previous occupant’s electricity or gas bill.

Are there any reasons why I would not be able to switch supplier?

There are no reasons to stop you switching unless your new supplier refuses to supply you. You cannot be stopped from switching supplier because you are in debt; choosing a cheaper tariff can often help you pay off your debt sooner. Your old supplier will tell the new supplier you have outstanding charges and they will decide who you need to pay the debt to after the switch.

The supplier may require a positive credit check and/or security deposit. They may carry over the debt and agree repayments terms with you or install a Pay As you Go Meter that can recover the debt in instalments. They may also require you clear the debt with your current supplier prior to the switch taking place.

How do I find out who my supplier is?

The information should be contained on your bill or statement, however if you are unsure you can contact the network operator contact the following:

For electricity contact:
NIE on 03457 643 643 or customercontact@nie.co.uk

For gas contact:
Phoenix Natural Gas on 03454 55 55 55 or http://www.phoenix-natural-gas.co.uk/get-in-touch/ /

If you live in the Greater Belfast or Larne areas:
firmus energy(Distribution) Ltd on 08456080088 or email furtherinfo@firmusenergy.co.uk

Reference Numbers for Switching

Your Meter Point Reference Number (MPRN) for electricity and your SMP Reference Number for gas are the unique numbers for your property and should be printed on your bill or statement (PAYG). You will need these numbers if you wish to change supplier

Who reads the meter when I change supplier?

It depends on your new energy supplier. Your new supplier will either arrange for someone to come and read your meter, or they may ask you to take the reading yourself. We recommend that you keep a note of the reading to ensure that you agree with the final bill from your old supplier when it arrives.

3. Billing, Tariffs & Payment Methods (Meter’s)

Do I have a choice over how I pay my bill?

Electricity and gas suppliers must offer domestic customers at least three different payment methods, standard credit payment, direct debit and prepayment (pay as you go card or keypad meters). You can choose which payment method you would like to use, with pay as you go meters installed at no extra cost. Your energy supplier will provide you with more information on your choices.

Pre-payment and pays as you go (PAYG):

Using a prepayment meter, means you pay for your gas and electricity as you use it and won’t receive a bill.
Helps budget and helps you keep track on what you spend on energy.
If credit runs out there is limited emergency credit before supply is disconnected.
Making sure you’ve put money aside remembering and remembering to top up and keep your card safe
Some suppliers offer cheaper tariffs for PAYG customers

Direct debit (DD):

Payment is the same time and usually the same amount every month or quarter, and can help with budgeting.
You may be paying too much or too little if bills if you your bills are based on estimates rather than meter reads
You can contact your supplier with regular meter reads to make sure your bills are accurate
This option can suit customers with a regular income and you will need a bank/building society account.
All suppliers offer discounts for paying by DD

Other Payment Methods:

You can pay suppliers directly once you receive your bill directly by using a number of payment methods such cash, card at your local post office or via pay-point. However, it’s worth remembering that if you are paying directly that you will in most cases be paying a higher rate for your electricity or gas.

How can I receive bills and what information should be provided on my bill?

You can also choose how you receive your bills, either via a paper bill or online bill. Prepayment customers (PaYG) pay for their energy in advance but will receive an annual statement.

Your supplier must provide information on your bill such as details of your supplier, meter point number (MPN), tariff name and unit rate, total charges, information on your energy consumption, fuel mix information (electricity only) and details on your right to complain to your supplier.

To find out more about bills read our guide: Understanding Energy Bills

4. How Are You Protected

Cooling off Period

Once you have confirmed a switch to a new supplier you have ten working days ‘cooling off’ period in which you can cancel the switch if you change your mind. The new supplier cannot proceed or finalise the switch until this cooling period has passed.

Codes of Practice

Energy companies must have Codes of Practice in place. These let customers know what levels of service they can expect and how to make a complaint. The codes will be available on the respective company’s websites or you can request a copy directly from the company.

These codes of practice must cover the following areas:

Payment of bills

Provide information on consumers in difficulties to help them reduce their bills.
Make arrangements to enable consumers in difficulties to pay any debt accrued in instalments.
Provide for consumers who have failed to comply with the instalment arrangements a prepayment meter.
Take all reasonable steps to avoid cutting off the supply of consumers in difficulties unless a prepayment meter has already been installed.

Provision of Services for persons who are of Pensionable Age or Disabled or Chronically Sick

Provide free of charge special controls and adaptor for appliances and meter, reposition meters, password identification system, sends bills to nominated person, read meter quarterly and inform consumer.
Promote and maintain critical and customer care registers listing all customers who are of pensionable age, disabled or chronically sick.
Make available facilities to assist vulnerable visually or hearing impaired customer to enquire or complain about a bill.
No disconnection of vulnerable consumers from October to March.
Take all reasonable steps to ascertain vulnerability of householders before taking any steps to cut off the supply.

Efficient use of electricity

Make available and provide information on heating systems and controls to make efficient use of electricity and gas.
Provide sources where consumers can obtain additional information or assistance about measures to improve their energy efficiency.

Complaints Handling Procedure

Establish and operate Complaints Procedure that is accessible and transparent, simple and inexpensive.
Specify the period, no longer than three months, within which it is intended to process and resolve complaints.
Provide for a system of making a reimbursement or when appropriate, compensation payments to complainants.

Services for Prepayment Meter Customers

Provide instructions for the operation of the prepayment meter, details of advantages and disadvantages.
Provide information about the procedures for removing or resetting the prepayment meter.

In addition to these individual codes all energy companies must adhere to the Marketing Code of Practice. This code ensures the following:

Protection for consumers against unwanted, unfair or misleading marketing methods;
Suppliers take all reasonable steps to make sure their marketing material is accurate and clearly specifies the product being marketed;
Ensures that the appropriate training is provided on the Marketing Code, to their staff (including agents/third parties) if they are carrying out marketing activities on behalf of the supplier;
Suppliers make all reasonable efforts that employees or agents do not misrepresent the firm or portray rival companies in a negative way.

Guaranteed Standards of Service

Energy companies have guaranteed standards of service which let customers know how they should perform in the event of a complaint or network problems and include payments to customers should they fail to meet them. There are some exceptions to the guaranteed standards and the company may not have to make a compensation payment in all instances.

Support for Customers – Critical Care Registers

If you have a disability, are a pensioner or are chronically sick, electricity and natural gas companies can provide additional assistance to customers who register their details with them. These services include bills in different formats such as large print or Braille and password schemes to help identify representatives from a service provider.

Northern Ireland Electricity (NIE) operate a Critical Care Register where they keep details of consumers who rely on electrical equipment for their day to day care such as oxygen concentrators, patient vital signs monitoring systems and home dialysis. Adding your details to this register will allow NIE to prioritise your needs if your supply goes off. Also if there is a planned interruption NIE will contact you at least three days beforehand.

To see the services provided for electricity customers click: Electricity Support
To see the services provided for gas customers click: Gas Support

Do I have the right to cancel my contract if the price changes or if I’m moving home?

If the price changes?

Yes. If the price of your household electricity or gas is changing your supplier must give you individual and direct written notice of any proposed changes at least 21 days in advance.

They must also tell you that you have the right to cancel the contract if you do not want to pay higher charges for example and tell you how to do this. Some suppliers offer fixed term products and there may be charges for leaving a fixed term contract before its expiration – make sure to check this with your supplier.

Customers on a fixed term contract will not be given another fixed term period unless they can terminate during that period without payment of a termination fee and are clearly informed as such in advance.

I am moving home?

Yes. However, there may be a cancellation charge, depending on the Terms and Conditions of your contract.

If I have problems with my Gas or Electricity supplier or switching process?

You should complain directly to the company so they can have the opportunity to resolve the problem. If your are unhappy with their response or the issue hasn’t been sorted you can contact the Consumer Council (0800 121 6022 or www.consumercouncil.org.uk) who can help resolve the issue on your behalf.

5. Estimated Energy Use and understanding Kilowatt hours (kWH)

Energy Usage

If you don’t have a recent energy bill to hand, or don’t know how much you use or spend on energy you can still compare energy tariffs with ‘Power to Switch’ based on typical energy consumption for your type of household.

Off course different houses, different families and different lifestyles all will mean we use different amounts of electricity and gas. So its always more accurate to use your actual consumption (from a bill/statement) or the amount spent over the year.

But if these are not available you can use ‘typical domestic consumption values’ developed by the GB Energy Regulator (Ofgem). They have grouped domestic consumers into three main groups, low, medium and high users which reflect the amount of electricity and gas used over a year.

Typical Domestic Consumption Values

The ‘typical domestic annual consumption’ for a gas consumer is:

Low 9,000 kWh
Medium 13,500 kWh
High 19,000 kWh

The ‘typical domestic annual consumption’ for an electricity consumer is:

Low 2,000 kWh
Medium 3,200 kWh
High 4,900 kWh

Who is a Low, Medium and High user?

But what type of home is a low, medium or high user and which are you? Well, the following summaries should help.

Low Energy Users — detailed information

An average ‘low user’ is defined in terms of energy use, as using 2,000 kWh of electricity a year or 9,000 kWh of gas a year.

•Property – a small property, for example a one or two bedroom house/flat

•Occupiers – one to two people

•Lifestyle – employed full time, spends little time at home

•Usage – use appliances sparingly, washing machine once a week, heating occasionally.

Medium Energy Users — detailed information

An average ‘medium user’ is defined in terms of energy use, as using 3,200 kWh of electricity a year and 13,500kWh of gas a year.

•Property – a medium sized property, for example a 3 bedroom house

•Occupiers – 3 to 4 people (example 2 adults, 2 children)

•Lifestyle – children at school, parents at work, everyone home in the evening

•Usage – washing machine a few times a week, regular heating, occasional dishwasher, TV and electrical appliances in the evenings

High Energy Users — detailed information

An average ‘high user’ is defined in terms of energy use, as using 4,900 kWh of electricity a year and 19,000 kWh of gas a year.

•Property – a large property, for example a 4+ bedroom house

•Occupiers – 4 or 5+ occupants (large family or shared house)

•Lifestyle – occupants could be home on evenings and weekends, sometimes all day

•Usage – regular washing machine use, regular heating, regular dishwasher use, regular use of a tumble dryer, multiple TV’s and electrical appliances used.

Remember these are only illustrative examples and are intended as a guide only.

Energy Usage – Understanding Kilowatt Hours (kWh)

What is a Kilowatt hour (kWh)?

A kilowatt hour (kWh) is a unit used to measure the amount of electricity or gas you use.
A kWh or kilowatt-hour is the name given to a unit of energy. It is typically used in gas and electricity bills, to determine how much energy a household has consumed over a period of time. One unit (1kWh) refers to the use of 1000 Watts over one hour. So what does this mean?

Different types of equipment consume varying levels of energy, but to give you an idea 1 kWh represents roughly:

•A full dishwasher or washing machine cycle

•Three hours of watching your favourite series on TV

•Two days on your laptop

•Boiling 10 kettles

•Using your computer for four hours

And to see what this means for a home take a look at the average consumption values. For example a medium user will use 3,200kWH of electricity and 13,500kWh of gas over a year.

Using kWh to compare deals.

Each electricity and gas tariff is priced in kWh so this means it is easy to compare across suppliers. By entering your current consumption in kWh you will get the most accurate comparison. Once you enter current usage Power to Switch will compare against all other deals and tariffs to provide you with an accurate comparison

6. Oil to Gas

What affects the Price of Home Heating Oil

The home heating oil (HHO) industry is not regulated and there no powers to set the price consumers pay. HHO prices vary depending on market conditions. This includes the price of crude oil, the cost to refine the product, the cost of distribution, the profits of refiners and wholesalers, the time of year (the price can be more expensive in the winter as demand is high during cold weather) and competition from suppliers across the region. There are currently around 270 suppliers in NI.

What to do If I have a complaint about my home heating oil supplier?

Complaint about an aspect of Customer Service;

Step 1 – Contact your oil supplier and give them an opportunity to resolve the problem. If they cannot sort out the problem to your complete satisfaction, you can ask to talk to a supervisor or manager.

Step 2 – If you remain dissatisfied with the response from your supplier you can contact the Northern Ireland Oil Federation (NIOF) on 0845 600 2105 to see if they are a member – some (not all) oil companies will be members. If they are NIOF will review your complaint.

The NIOF and Consumer Council have developed a ‘Customer Charter’ which is available at www.nioil.com

Step 3 – If you are unable to resolve your complaint, or if at any time you are unhappy with the response, you can contact the Consumer Council on 0800 121 6022

Complaint about Quality or Measures;

The quality and delivery practice of oil distributors in Northern Ireland is regulated by a number of pieces of legislation enforced by Trading Standards Service.

Both the quality of the fuel distributors sell, and the measuring equipment they use must conform to these strict standards.
Before a distributor can make any deliveries, metering equipment must have a National Measurement Office (NMO) certificate stamped and sealed by Trading Standards Service.
Additionally, a stamped ticket is produced on completion of each delivery made via a meter. For distributors using electronic meters, ticket will also show the time of delivery.

These records can also be inspected by Trading Standards Service. If you have a complaint or enquiry about the quality and measures of oil, contact Consumerline on 0300 123 6262.

What should you consider when buying home heating oil?

It’s worth checking with a number of suppliers, don’t settle for the first quote you receive! Heating oil prices are normally quoted price per litre for 300L, 500L and 900L.

Prices quoted over the phone and on company websites must be accurate and reflect the price paid at the point of delivery. A quote over the phone or online, is a contract unless otherwise stated and is therefore legally binding.

What ways can I pay for oil?

PayPoint – This allows you to make regular payments throughout the year at your local PayPoint store instead of a single payment at the time of delivery. Check with your supplier to see if they are in the scheme and if they are they will issue you with a PayPoint card that you can use to make payment throughout year. Before you order oil from your distributor, contact them to see how much credit is in your account. However this option may limit your ability to shop around.
Oil Stamp Saving Schemes – Many Councils run oil stamp saving schemes which help spread the cost of oil. Stamps can be bought from participating retailers who will sell £5 oil savings stamps that you stick to the card and which can hold up to 30 stamps. Your Council will provide you with a list of places where stamps are accepted as payment. If they are lost you won’t get your money back and you cannot exchange the stamps for anything other than oil. Remember these stamps need to be treated like money.
Debit/Credit Card – Most distributors will accept credit or debit cards. There may be an additional cost of between 1.5 to 2.5 per cent for using a credit card. Check with your distributor before ordering.
Online – Many suppliers now have an online service where you can order and pay online using a debit or credit card.
Cash or cheque