Energy Best Deal 2017/18 - Citizens Advice · around and choose the best energy deal. Clearer...

Energy Best Deal 2017/18A 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 was produced by Ofgem, Citizens Advice and Citizens Advice Scotland 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 2017.

Contents

Section 1Shop around to reduce your energy costs by switching tariff, payment method or supplier02 Understanding your choices04 Clearer and fairer06 Howtofindthebestdeal14 Howtochangeyourtarifforsupplier(s)16 SmartMetersandIn-Home-Displays20 Differenttypesofheatingandgroupbuying

Section 2Where to go for help if you are struggling with your energy bills or services 28 How you can get extra free services35 Helpinwinter36 Checkifaprevioussupplierowesyoumoney37 Solvingproblemswithyourenergysupplier

Section 3How to save money and use less energy in your home38 Wheretofindhelp39 Schemestoimproveenergyefficiencyandsavemoney39 EnergyCompaniesObligation40Nest(Wales)41 HomeEnergyEfficiencyProgramme(Scotland)44Tipsforsavingenergy48Energysuppliers’contactnumbers53Otherusefulcontactnumbers

Energy Best Deal 2017/18 1

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

Understanding your choicesYouhaveachoiceinwhoyoubuyyourgasandelectricity from. You also have a choice in how you payforyourgasandelectricity.Youcansavealotofmoneybyshoppingaround,particularlyifyouhavenotchangedyourenergysupplierforseveralyears.Youmaysavemoneybymovingtoacheaperdealwithyourcurrentsupplier.

To make sure you are on the bestenergydeal,askyourself: Wouldchangingmyenergy

supplier(s)savememoney? AmIonthebestenergytariff,

mostsuitableformyneeds?

A tariffistheamountyoupayforyourenergy andcanvaryaccordingtohowyoupayforyourenergy.Forexample,youcanpaybyquarterlybill,prepaymentmeterordirectdebit.Manyenergycompaniesalsoofferonline,fixed,capped,single anddualfueltariffs.

2 Energy Best Deal 2017/18

Thereismoreinformationabouttariffs ontheCitizensAdvicewebsite: www.citizensadvice.org.uk/energy-tariffs/ YoucanalsocalltheCitizensAdviceconsumer service on 03454 04 05 06(Englishlanguage)or03454 04 05 05(Welshlanguage).Fortextphone, dial 18001followedbythehelplinenumber.

Top tipCheck whether you areonthebestdealbyshoppingaroundonce a year or when your current deal comes to an end.

Energy Best Deal 2017/18 3

Clearer and fairerOfgem,theenergyregulator,makemakeregularchangestocreatea‘ClearerandFairer’energymarketforconsumers.Thatmeanitisnoweasiertoshoparoundandchoosethebestenergydeal.

ClearerEnergysuppliersmust: tellyouwhichoftheirtariffsischeapestforyou giveyouanannual statementwhichtellsyou: whichtariffyouareonand

whichtariffischeapestforyou the amount of gas or electricity

youusedforthepast12months an estimate of your likely energy

costs over the next 12 months explainanypricechanges

inpoundsandpence provide‘tariffinformationlabels’

tomakecomparisonseasier useclearterms&conditions

that you will understand makesureyoucantellthe

differencebetweenalltheirtariffs makeiteasyforyoutocompareariffsthatare

suitableforyourcircumstancesandpreferences

4 Energy Best Deal 2017/18 Energy Best Deal 2017/18 5

FairerEnergysuppliersmustalso: giveadvancewarningofanypricechanges

andwhenyourfixedenergydealfinishes notchargeyouanexitfeeafteryoureceive

yourtariffendnotice moveyoutothecheapestvariabledealwith

nocommitmentwhenyourfixedtermdealends onlyrecommendtariffsandservicesthatare

appropriatetoyourneedsandcharacteristics notmisleadyouorusehigh

pressuresellingtechniques

Top tipIfyoudon’thaveasmartmeter,giveregularmeterreadingstoyourenergysuppliersothatyour annual statement accurately reflects your use of energy.


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

Ifyouuse‘dualfuel’youwillhavethesamesupplierforbothgasandelectricity

howmuchenergyyouusedinthelastyear howyoucurrentlypayforyourenergy,

forexamplebyprepaymentmeter,quarterly billordirectdebit (seepage10formore informationaboutpaymentmethods)

yourpostcode

Thisinformationisonyourbillandannualstatementfromyourenergysupplier.Orcontactyoursupplierand ask them for this information.

Alternatively you can use your QR codeIn2015QRcodeswereintroducedtoallenergybills.AQRcodeisabitlikeabarcode.Youcanscanitwithasmartphonecameraandinformationaboutyourenergytariffandbillingwillbeuploadedstraight to your device. You can use this information to accuratelycomparedifferenttariffsofferedbyenergysuppliers.

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/

useoneoftheapprovedonline pricecomparisonserviceslistedon goenergyshopping.co.uk/confidence-code.


ThesewebsitesareaccreditedtotheConfidenceCode,runbyOfgemtheindependentregulator

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

contactotherenergysuppliers tocomparedeals(seepage48)

ifyoucannotaccesstheinternet,youcan calltheCitizensAdviceconsumerservice on 03454 04 05 06(Englishlanguage) or 03454 04 05 05 (Welshlanguage). Fortextphone,dial18001 followed bythehelplinenumber

Top tipMostenergysuppliersofferfixedpricetariffs,wherethepriceofyourenergywillstaythesamefor the length of the energy deal. These are often cheaperthanothertariffs.However,youmayneedtopaybydirectdebit.

Youmayhavetopayapenaltyifyouchangeenergysupplierortariffbeforetheendofthecurrentdeal.Attheendofthedealyourenergysuppliermusttransferyoutotheircheapestvariabletariffwithnoenddate.Thisisunlikely tobegoodvalue,soyoushouldalwayscheckwhetheryoucangetabetterdealwithyourexistingsupplierorfromanothersupplier.


Tariff Information LabelTariffInformationLabels(TILs)areasimplebreakdownofthekeydetailsrelatingtoenergytariffsforgasandelectricity.TILsareprintedonconsumers’AnnualStatementsandenergybillsandareavailabletoviewonenergyproviders’websites.

ByreadingtheTariffInformationLabelonyourenergybill,youcanseeexactlyhowyourenergybillsarecalculatedonamonthlyandannualbasisMoreinformationat:www.goenergyshopping.co.uk/understanding-bills/reading-your-bill-and-annual-statement

Key factIfyourentandareresponsibleforenergybills, youhavetherighttochangeenergysupplier. Alandlordonlyhastherighttochoosethesupplier iftheyarepayingtheenergybills.

Furtherinformationisavailableatgoenergyshopping.co.uk/tenants or citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-a-tenant/


Common Payment MethodsEnergysuppliersofferseveralwaystopayfor yourenergy.Beforedecidingwhat’sbestforyou, itisimportanttoconsiderthedisadvantages aswellasthebenefitsforallpaymenttypes.

Key: Benefits Disadvantages

Prepayment meter (Pay-as-you-go)

Payinadvanceforyourenergysupply

Youcanbetterbudgetwhatyouspendon energy and manage how much energy you use

Ifcreditrunsoutthereislimitedemergencycreditbeforesupplyisdisconnected

Youonlypayforwhatyouuse, sonoestimatedbills

Limitedchoiceoftariffsmeansyoucouldend uppayingmore–althoughOfgemnowset acaponthepricesthatsupplierscanchargeprepaymentcustomers

Canbeinconvenienttotopup or access the meter

Dailystandingchargescanbuildupadebtonthemeterevenwhenyouarenotusingafuel,forexamplebecauseyouarenotusingyourgasheating over summer.


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

Formoreinformationonpre-paymentmetersvisithttp://www.goenergyshopping.co.uk/understanding-bills/pre-payment-meters

Quarterly Bill Paymentisevery3months(somesuppliersdooffermonthlybills).Whenyoureceiveyourbillyouwillneedtopayitbyacertaindate

Thereareanumberofdifferentoptionsforpayingyourbill.Mostsuppliersallowyouto paybycash,cheque,standingorderandcredit ordebitcard

Thereisariskofbeingchargedalatepaymentchargeifyouforgettopayontime

Thepaymentwillcover3monthsofenergysoyouwillneedtopayalargeramountinonegocomparedwithbreakingitupintofortnightly ormonthlypayments

Paymentsarelikelytovary,aspeople generally use more gas in the winter than the summer months

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


Fuel Direct Paymentforcurrentuseofenergyanddebt istakendirectlyoutofyourbenefitsbytheDepartmentforWorkandPensionsandgivenstraighttoyoursupplier

If you use more than the amount deducted from yourbenefits,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,dial18001 followed 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.Simplygetintouchwith them and tell them what you want to do. Theyshouldthenwritetoyouconfirmingthe details of your new contract.

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 totransfersupplyfromonesuppliertoanothershould take around 3 weeks.

3 Check the contractYou have the right to see your contract. If you are notsentoneautomaticallyyoushouldrequestit.Checkit’scorrectandcheckthedateyouaredue tochangesupplier.Youmayhavetherighttocancelthecontractwithina14daycooling-offperiod,dependingonhowandwhereyouagreeto the contract.


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

Ifyoudon’tknowhowtoreadyourmetercheckoutwww.goenergyshopping.co.uk/understanding-bills/reading-your-meters for advice on how to readthemostcommontypesofmeter.

Key factIf you get the Warm Home Discount as a discount on yourelectricitybill(seepage38formoreinformation),itisworthcheckingwhetheryouwillstillgetthishelpif you switch

Ifyouexperienceanyproblemsduringtheprocess ofchangingsupplieryoucaneithercontactyouroldornewsupplierortheCitizensAdviceconsumerservice on 03454 04 05 06(Englishlanguage)or 03454 04 05 05(Welshlanguage).Fortextphone, dial 18001followedbythehelplinenumber.


Smart Meters and In-Home-Displays Smartmetersareanewtypeofmeterforgas andelectricitywhichenergysupplierswilloffer toallhouseholdsoverthenextfewyearsaspart ofagovernmentscheme.Asmartmetercanautomaticallysendmeterreadingstoyoursupplier,meaningtheycanbillyouaccuratelyfortheenergyyou have used.

Smart meters should mean that manual meter readings,estimatedbillsandbackbillswillbecome athingofthepast.Smartmeterswillalsogiveyouaccesstomoredetailedinformationaboutyourpersonalenergyuse.Thiscanhelpwithdecidingaboutswitchingandenergyefficiency.

Key factAsmartmeterwon’tautomaticallysaveyoumoney–youhavetotakeactionyourselftoreduceyourenergycosts.Thebestwaytodothisistousethedigital‘in-home’displaythatyouwillreceivewithyoursmartmeter.Thisallowsyoutokeeptrackofhowmuch energy you are using. You can then try to reduceit,forexamplebyturningoffappliances you are not using.

Top tipTheIn-Home-Displaywillgiveyouinstantinformationaboutyourheatingcosts. Avoidturningoffyourheatingtoreducecostsduring cold weather. Cold homes can damage your health.


Whileenergysuppliersareobligedtooffersmartmeterstoeveryoneby2020you don’t have to accept one if you don’t want one.Inthefuture,smartmeterswillbetheonlyoptionavailabletoreplaceoldmeters.However,youcanstillaskyoursuppliertonotusethesmartmeterfunctions,meaning that it will act like a standard meter.


In-home displaysYourenergysuppliershouldofferyouan‘In-HomeDisplay’alongsideyoursmartmeter.Thedisplaywillshow you how much energy you are using and an approximatecostofthatenergy.DifferentsupplierswillofferdifferentIn-HomeDisplayssoyoumaywant to ask which features yours will come with.

You can choose how often energy information issentviayoursmartmetertoyourenergysupplier.Bydefault,yoursupplierwillbeallowedtocollectonemeterreadingperdayandtheyshouldtellyouiftheyaregoingtodothis.Energysupplierswillhavetoaskfor your consent to collect anything more detailed.

You can also choose to share as little as one meter readingamonthandchangeyourmindabouthowmuchyoushareatanytime.Yourenergysupplier is not allowed to use your smart meter data for purposesotherthanbillingunlessyougivethempermission.Thedetaileddatashownonyour In-HomeDisplaywillremaininyourhomeand yoursupplierwon’tbeabletoseeitunlessyou givethempermission.


Key factIfyouhaveasmartmeter,youcanstillchangeenergysupplierasbefore.However,someenergysuppliershave not started installing smart meters yet and early versions of smart meters might not work with the newsupplier.Ifyouchangesuppliers,youmightlosesomeofyour‘smartservices’.Forexample,youmayhavetostartsubmittingmeterreadingsagain.

Smartmeterscanoperateinpre-paymentmode orincreditmode.Becauseofthis,prepaymenttariffsshouldbecomecheaperinthefuture.Smartmeterswillalsoallowfornewwaystotop-upyourmeter byphone,onlineorthroughanappinaddition to current methods.

You can choose to have a smart meter now and take advantageofthebenefitstheyofferimmediately. Oryoucanwaituntilthenewsmartmetermodelsbecomeavailable.Thesewon’thavetheswitchingproblemsfoundwithcurrentmodels.


Different types of heating and group buyingCollective switching Youmightbeabletosavemoneyonyourenergybillbytakingpartinacollective switch. This is when agroupofenergyconsumerscombinetheirbuyingpowertogetabetterdealfromenergycompanies.

For more information visit www.gov.uk/collective-switching-and-purchasing

Advice for people without mains gasElectricityIf you use electricity to heat your home with storage heatersandhotwater,itisusuallycheapertopayforyourelectricitywithanEconomy7tariff.Thismeanstheelectricityyouuseatnight,usuallyfrommidnightto7.00am,ismuchcheaper.However,beawarethatelectricityisalsodearerthanstandardtariffsoutsidethese times.

If you heat your home and water with electricity butdon’thavestorageheatersorahotwatertank,Economy7isnotsuitableforyou.

Electric storage heaters are designed to use electricityduringthecheapperiodandthenprovidethe heat when you need it during the day.


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

washing machines and dishwashers while you areasleep.You should definitely not run tumble dryers while you are asleep.

Setthetimeronyourhotwatertanksothattheimmersionheatercomesonduringthenight, even if you use the hot water during the day.

Considerusinga‘slowcooker’–theyuse far less electricity than an oven.

Useamicrowaveinsteadoftheelectric hobwherepossible.

IfyouareconcernedaboutthesafetyofyourelectricalapplianceyoucancheckoutwhetherithasbeenrecalledontheGovernmentproductrecallhub:www.productrecall.campaign.gov.uk. You can also registeryourelectricalgoods,suchastumbledryers,fridges,andwashingmachinesonthesamewebsiteso manufacturers can contact you if there is a recall later.


Liquid Petroleum Gas (LPG)IfyouuseLPGandhaveatankforstoringyourLPG,you will normally have a contract with the tank owner tosupplyLPG.However,after2yearsyoucanshoparoundtoseeifyoucangetabetterdealfromotherLPGsuppliers.

MostLPGsuppliersprovidepaymentplansor directdebitoptionstohelpyouspreadthecost ofbuyingLPG.

NearlyallLPGsuppliersaremembersofthetradeassociation,UKLPG.IfyouhaveaproblemwithyourLPGsupplier,youshouldaskyoursupplierforacopyofitscomplaintsprocedure.ThiswillsetoutyourrightsasaLPGbuyer.Moreinformationat http://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 heatingIf your home gets its heating and hot water through aheatnetwork(oftencalleddistrictheating)oracommunal heating system then you often have to stayconnectedtoasinglesupplier.However,youcanhelptomanageyourenergybillsandgetthesupportyouneedby: Makingsureyouareontherightheattariff.

Someheatsuppliersofferdifferenttariffsforlow,medium and high heat users. Check with your supplierdirectlytoseewhatoptionwouldbe bestforyourneeds.

Checkthepaymentoptionsavailabletoyou. Manyheatsuppliershavetheoptionof spreadingpaymentsthroughouttheyear.

Ifyouprefertobudgetforyourenergyweeklythenaskyoursupplierabouttheavailability ofpre-paymentmeteroptions.

AskyourheatsupplieriftheyhaveaPriorityServicesRegisterandgetsignedupifyou areeligible(seepage28formoreinformation).Thiscanhelptoensureyougetalternativeheatingshould something go wrong.

CheckifyoursupplierisamemberoftheHeatTrust:http://www.heattrust.org. If they are you cangetadditionalsupportintheeventofadisputewithyoursupplier.


Heating oilIfyouuseheatingoil,thereareanumberofwaysyoucansavemoneyonyourbills.Herearesometoptips: Fillupyourtankwellbeforewinterarrives.

Suppliersarelessbusyandcanofferbetter value(fuelismoreexpensiveinDecember, JanuaryandFebruary).

Askseveraloilsuppliersforquotes andgetthebestprice.

Ifyouhavedifficultypayingforyourfuelinonego,askyoursupplieraboutflexiblepaymentoptions.

Ifswitchingsupplier,giveyournewsupplieraccurate delivery instructions so they can then sendanappropriatedeliveryvehicleandthe drivercansafelyfillthecorrecttank.

Considerjoininganoilclubifyouhaveonein yourarea.Oilclubswillnegotiatewithsuppliersforthebestbulkpurchasepriceforheatingoil.Someclubscanhelpyourcashflowbyallowingyou to order smaller amounts four times a year butstillbenefitfromthebulkpricing.FormoreinformationvisittheCitizensAdvicewebsite: citizensadvice.org.uk/oilclubs


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

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


Saving money with Energy Best Deal session – Susie’s StoryAretiredtenantofTheGatesheadHousingCompany,Susie*,heardabouttheEnergyBestDealdropin, whichwastakingplaceinherlocalcommunitycentre,anddecidedtogoalongandfindoutmore.

Susiehadneverswitchedtarifforfuelsupplierbeforeandasaresultshewasonthestandardtariff,meaningshewaspayingmorethansheneededtoforherusage.So,shewantedtofindoutifshecouldsavemoney bygettingabetterdeal.

BeforecomingtothedropinsessionSusiedidn’trealiseitwasevenpossibletochangehergasorelectricitysupplier,soshewaspleasedtohavefoundoutthat shewaseligibletosavemoneybyswitching.

Susieundertookapricecomparisonandwas delightedtofindoutshecouldsavealmost£400 ayearbyswitching,sothat’swhatshedid!

Aswellasbeingabletoswitchproviderandsavemoney,whilstatthesession,Susiefoundoutaboutotherusefulinformation,includingdifferentwaysofpayingforherenergy.Shealsoreceivedenergyefficiencyadvicefor keepingherhomewarm.*nameshavebeenchanged


Susie said, “I’m so pleased I decided to go to the drop-in session. The free advice offered by Lee and Helen was really useful – and best of all, by simply switching supplier, I’m going to save £383 this year! It was so easy to do, I would recommend everyone to go along to these drop-ins to see how they can save money.”


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 Register is a scheme which offersextraservicesfreeofchargeifyouareofpensionableage,disabled,chronicallysick,havesight/hearingdifficultiesorareotherwiseinneed ofPriorityServices.Theschemeisdesignedtoprovideadditionalsupportforthosemostinneed.

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

Ifyouhaveadifferentsupplierforyourgasandelectricity,youneedtocontactthemboth.Ifyouswitchsupplier,you’llneedtoregisterforthe service again with them.

PriorityServicecustomerscangetthefollowingservicesfromtheirenergysupplieranddistributionnetwork.Distributioncompaniesprovidethegaspipesandelectricitywirestoyourhome.


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

Whereyouareunabletoaccessyourelectricity orgasmeter,supplierscanarrangetoreadthatmeterforyouatappropriateintervalsand inform you of the reading.

Password protection schemeSupplierscanagreeapersonalpasswordforusebytheirstaffwhentheyvisityourhome,soyouknowthey are genuine.

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.

To make sure you can access these additional services,contactyourenergysupplierdirectly.Remember,thatifyouhavetwodifferentsuppliersforyourgasandelectricity,youwillneedto contactboth.


Free gas appliance safety checkThisisachecktomakesuregasappliances aresafeandnotgivingoutaharmfullevelofcarbonmonoxide. You can get a free annual check from yourenergysupplierifyouareanowner-occupier onmeanstestedbenefitsand: livealoneandareofpensionableage,

disabledorchronicallysick areofpensionableage,disabledorchronicallysick

andlivewithotherswhoareallofpensionableage,disabledorchronicallysick,orunder18

haveachildundertheageoffive living in the household.

Ifyouarerentingyourhome: yourlandlordisresponsiblefor

providingafreeannualgassafetycheck

Ifyourbillisunexpectedlyhigh,contactyourgasorelectricitysuppliertohavethemeterreadorgiveyourownreading.Anunexpectedlyhighbillmaybecausedbythemeterbeingmisread,orbyanumberofestimatedbillsfollowedbyanaccuratebill. Energysupplierswillworkwithyouifyouarestrugglingtopayyourbills.Alwayscontactthem assoonasyoucantofindouthowtheycanhelp.


Managing energy billsDependingonyoursupplierandyourcircumstances,youcouldreceiveotherhelp.Forexample: moneyoffyourenergybill,forexample

theWarmHomeDiscount,seepage38 for more information

benefitentitlementcheckstomakesure yougetallthebenefitsyouareentitledto

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

Debt repayment Ifyouareindebttoyoursupplier,theymustofferyouanaffordablepaymentarrangementthattakesintoaccountyourfinancialcircumstancesandyourabilitytopay.Forexample,youcouldrepayyourdebtbycashorcheque,bydirectdebit,usingapaymentcard,throughaprepaymentmeter,orthroughtheFuelDirectscheme(seepage12).


Avoiding disconnection Ifyouletyourenergydebtsbuildup,thereis ariskthatyourenergysupplierwilleventuallydisconnectyoursupply.Mostenergysuppliers willfitaprepaymentmeterasanalternativetodisconnection.However,ifyouarethreatened withdisconnection,therearestrictrulesastowhether or not this is allowed.

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 Thedebtisnotforthegasorelectricityyouhave

usedbutforsomeotherserviceorappliance youhaveboughtfromyoursupplier

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 toeveryoneofstatepensioncreditageandabove. Ifyouthinkyoumightbeeligibleandarenot paidautomaticallyyoucancalltheWinterFuel Paymenthelplineon03459 15 15 15 or visit https://www.gov.uk/winter-fuel-payment tofindoutmore.

Cold Weather Paymentshelpsomehouseholds inanareawhereaperiodofexceptionallycoldweatherhasoccurred.TheDepartmentforWork andPensionswillautomaticallypay£25foreachseven-dayperiodbetween1Novemberand31Marchwhenthelocaltemperatureisanaverageofzero degrees Celsius or lower over seven consecutive days.Tobeeligible,youmustbereceivingcertainbenefits,andalsobeoverstatepensioncreditage, ordisabledorresponsibleforachildagedunder5.Visit https://www.gov.uk/cold-weather-payment orcontactyourlocalCitizensAdvicetofindoutmore.


Check if a previous supplier owes you moneyWhenyouswitchenergysuppliersormovehouse,yourcurrentsuppliershouldrefundanycreditremaining on your account. This is money you have paidtotheminadvanceforenergyyoudidnoteventually use.

Whenyoucloseyouraccountthesuppliermustsendyou a closing statement telling you if there is credit onyouraccount,orifyouoweanythingtothem.Somesupplierswillnotalwaysdothis,soit’sworthcontacting them to see if you are owed money.

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


Solving problems with your energy supplierIfyoubelieveyoursupplierhasdonesomethingwrongyoushouldfirsttellthemabouttheproblemandaskthemtoputitright.Youwillfindtheircontactdetailsonyourbillorenergystatement.

Iftheproblemisnotsolvedinareasonabletime youshouldmakeaformalcomplainttoyoursupplier.Thedetailsofwheretosendthiswillbeonyourbill orstatement.IfyouneedsomehelpinmakingyourcomplaintyoucancontacttheCitizensAdviceconsumer service on 03454 04 05 06(Englishlanguage)or03454 04 05 05(Welshlanguage). Fortextphone,dial18001followedbythe helplinenumber.

Yoursuppliershouldresolveyourcomplaintorsendyoua‘deadlockletter’sayingthereisnomoretheycando.Ifyoureceiveadeadlockletter,ortheformalcomplainthasbeenoutstandingformorethan eightweeks,youmaytakeyourcomplainttotheindependentEnergyOmbudsmanwhocanmake arulingwhichthesuppliermustaccept.Youcanvisittheirwebsiteombudsman-services.org/energy or call them on 0330 440 1624.

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.Youwillautomaticallyqualifyforthediscountifon9July2017allofthefollowingapplied: yourelectricitysupplierwaspartofthescheme yourname(oryourpartner’s)wasonthebill youweregettingtheguaranteecreditelement

ofpensioncredit(evenifyouweregetting savingscreditaswell)

Youmayalsoqualifyifyouareonalow incomeorreceivecertainotherbenefits.

Toseeifyouqualifycallyoursupplierorvisit

https://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


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

EfficiencyProgrammeScotland(HEEPS)

Energy Companies ObligationThisschemegivesgrantsforefficientboilersand loftandcavitywallinsulationtopeopleoncertainbenefitsacrossGreatBritain.Peoplenotonsuchbenefitsmaystillgetdiscountsoncertaininsulationmeasures through the scheme. The scheme is deliveredbythelargerenergycompanieswhoeachhaveslightlydifferentrulesforthehelptheygive.

WhileECOisbyfarthelargestfundforhelpwithheatingandinsulation,therearesometimesothersourcesofhelpatalocallevel.

FindoutmoreinEnglandandWalesbycallingtheEnergySavingAdviceService(ESAS)foradviceand toseeifyouareeligibleforhelpon 0300 123 1234. YourlocalCitizensAdvicemightalsobeabletohelp.

FindoutmoreinScotlandbycalling Home Energy Scotland on 0808 808 2282.


Nest (Wales only)NestistheWelshGovernment’sschemetohelppeopleinWalesreducetheirfuelbills.Nestcan helpyousaveenergy,makeyourhomemoreenergyefficient,checkyoureligibilityforbenefitsandadviseyou on money management.

Youcouldalsogetenergyimprovement measuresforyourhomeatnocostif: youreceiveameans-testedbenefit

such as child tax credit liveinahomethatisprivately

ownedorprivatelyrented yourhomehasanenergyefficiency

ratingofE,ForG,whichoftenapplies to older and larger homes.

For more information contact 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) These schemes are local to your area and are run bylocalauthoritiestoprovidehelptohouseholdsexperiencingfuelpoverty.Theyarefundedpartly bytheScottishGovernmentandpartlythrough theEnergyCompaniesObligation(ECO).Measuresavailablecouldincludesolidwallinsulation,cavitywallinsulationandheatingsystems.Tofindout ifyourpropertyqualifiesforsupportplease call 0808 808 2282

Warmer Homes ScotlandWarmerHomesScotlandisdesignedtohelpvulnerablepeoplemaketheirhomeswarmerandmorecomfortablebyinstallingarangeofenergysavingmeasures.TheScottishGovernmentisofferingassistancetohomeownersandprivatesectortenantsstrugglingtoheattheirhome, whohavelivedintheirpropertyforatleasttwelvemonths,andwhomeetthequalifyingcriteria. Formoreinformationaboutthescheme,andtocheckifyouqualify,pleasecontactHomeEnergyScotland on 0808 808 2282 and an energy advisor willbehappytoassistyou.


Themeasuresofferedwilldependonasurvey oftheproperty.Ifyouhavehadassistancethrough aGovernmentprogrammebefore,youcanstill applyforWarmerHomesScotlandifyoumeet thequalifyingcriteria.Assessorswillcometoyour home to survey it and will recommend measures suitablefortheproperty,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 of the scheme that you contact Home Energy Scotlandpersonallytogetimpartialadviceaboutyourhomeandsoyoucanmakeadecisionaboutthebestoptionsforyou.Thirdparties,forexampleinstallersorlettingagents,arenotallowedtoapplyonyourbehalf.

Work must not commence on any installation untilyoureceivealoanofferinwriting.

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

ApplicationscanbemadebyowneroccupiersandcertainregisteredprivatesectorlandlordsinScotland.

Landlordsareabletoapplyforupto3propertieswhichmustbecurrentlyoccupiedbyoneormoretenantsorhaveoneormoretenantsinplacewithin30daysoftheloanhavingbeenpaid.Theloanis onlyavailabletolandlordswhooperateas“naturalpersons”.Businessesthatownandrentdomesticpropertiessuchaslimitedcompanies,charities,soletradersandpartnershipsarenoteligibleforfundingunderthisschemebutmaybeeligibleforsupportundertheSMELoanscheme.

Loansmustbeusedtoimproveexistingresidentialexistingbuildings.Newbuildingsunderconstruction,wherethepropertyisalreadyownedbytheintendedowneroccupier,arealsoeligibleforsupportforrenewablessystemsordistrictheatingconnectionsbutnotenergyefficiencyimprovements.


Tips for saving energyThere are many things you can do to make your housemoreenergyefficientandcutyourenergybills.Youcanspeaktoyourenergysupplieror forindependentadvicecontact0300 123 1234 (EnergySavingTrust,EnglandandWales) or 0808 808 2282(HomeEnergyScotland) or visit gov.uk/energy-grants-calculator.

Top tips for saving energy:1 Ifyouhaveatimeronyourcentralheatingsystem,set the heating and hot water to come on only when required.Forexample,setittostart30minutesbeforeyougetupinthemorningandtoswitchoff 30minutesbeforeyouareduetoleaveorgotobed

2 Ifyouhaveahotwatertank,setthecylinderthermostat to either 60 degrees Celsius or 140 degrees Fahrenheit. Cylinder thermostats are usuallyfittedbetweenaquarterandathird ofthewayupthehotwatercylinder

3 Closeyourcurtainsatdusktostopheatescapingthrough the windows. check for draughts around windows and doors that let cold air in and warm airout.SometimesyoumaybeabletoblockdraughtsusingsimpleDIYmaterials

4 Alwaysturnthelightoffwhenyouleavearoom

5 Don’tleaveappliancesonstandbyand remembernottoleavelaptopsandmobile phonesonchargeunnecessarily


6 Whenyouaredoingthewashing,trytofillupthemachine,tumbledryerordishwasher.Onefullloaduses less energy than two half loads

7 Tryandmakesurethatyouonlyboil as much water as you need

8 Adrippinghotwatertapcanwasteenoughenergyinasingleweektohalffillabathwithhotwater. Fixleakingtapsandmakesuretheyarefully turnedoff

9 Considergettingasmartmeterandin-homedisplayinstalledwhenyouareofferedonebyyourenergysupplier.Thein-homedisplaywillshowyouhow much energy you are using so you can work outwheretheremaybeopportunitiestouselessenergy and save money. The government wants allhouseholdstohaveasmartmeterby2020– seesmartmeters,page16

10 Doahomeenergychecktofindoutaboutsavingsofupto£250ayearonhouseholdenergybills.VisittheEnergySavingsTrusthomeenergycheck at energysavingtrust.org.uk/domestic/home-energy-check in England and Wales and at energysavingtrust.org.uk/domestic/home-energy-check-scotland in Scotland. Use this check togetafullreportwithdetailsofyourhome’senergyuse and the savings you could make


Getting the best deal and resolving a large bill – John’s storyJohn,a61yearoldwhoworksfull-time,liveswithhiswifeina3bedpropertytheyhaveamortgageon.Johnandhiswifehavebeenpaying£114permonthfortheirgasandelectricity,withitincreasingslightlylastwinter.Johnreceivedabillinthenewyearfor£873,andarequesttoincreasethemonthlypaymentsto£224permonth.

John suggested that his gas and electricity usage hadn’tsignificantlyincreasedoflate,andhehadnoideahowhisbillcanbesohigh.Hisaccountwasincredittothetuneofnearly£200,butthenmovedintosignificantdebt.JohnwenttohislocalCitizensAdvicetotryandgettothebottomoftheissue.

Whenthiswasqueriedwithhissupplier,itwassuggestedthatJohn’susagewasinfact‘average’ forapropertyofthissizeandthatthebillwasaccurate.CitizensAdvicechallengedthisandaskedforanyactiontobesuspendedontheaccountin themeantime.Aftergoingbackandforthwiththesupplierandsendingphotographs,thesupplieracknowledgedtheirmistakeandpromised torebillJohn.

Johnthenreceivedarecalculatedbill,whichhadresultedinareductionofaround£1,200,withJohn’saccountnowbeingcloseto£300incredit.ThelocalCitizensAdvicethenhelpedJohntoswitchsupplier,resultinginafurtherannualsavingof£330.Johnhadachievedasavingofaround£1,530asaresultoftwoappointmentswithhislocalCitizensAdviceaspart oftheEnergyBestDealextraproject,withwhich hewasobviouslydelighted.


ThelocalCitizensAdviceEnergyChampionthenheldafollow upcallwithJohnapproximately 4weeksafterhislastappointment,and John was delighted with the progressmadeandoutcomeof his case. He acknowledged that beforehisEnergyBestDealextraappointments,hedidn’tknowwhatactionhecouldtaketoimprovehissituation,butthishasnowchanged,andhefeltmuchmoreconfidentabouttacklingthissortofissue in the future.

*Nameshavebeenchanged

47

Energy suppliers’ contact numbers

Energy Company

Website Customer Service

Cheaper from mobile*

Warm Home Discount

Affect affectenergy.com 0330 606 2672

Avro avroenergy.co.uk 0800 680 0795 0330 088 5754

Bristol Energy

bristol -energy.co.uk 0808 281 2222

British Gas (including customers of Scottish Gas)

britishgas.co.uk 0800 048 0202 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 bulb.co.uk 0300 303 0635

Cardiff Energy Supply Ltd (CESL)

cesl.me 0292 132 1191

Co-operative Energy

operativeenergy .coop

0800 954 0693 01926 516152 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-uk.com 0333 103 9575

Economy Energy

economyenergy .co.uk

0333 103 9053 Not part of the scheme


Energy Company



Warm Home Discount

Ecotricity ecotricity.co.uk 0800 030 2302 01453 761482 Not part of the scheme

EDF Energy (incl. customers of Seeboard and SWEB)

edfenergy.com 0800 096 9966 0113 820 7117 0808 101 4130

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

E.ON eonenergy.com 0345 059 9905* 0345 052 0000*

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

Flow flowenergy.uk.com/ 0800 092 0202

Future future-energy.com 0800 158 5451

GB Energy gbenergysupply .co.uk/

0800 644 4451

Gnergy gnergy.co.uk 0125 249 4141

Go Effortless goeffortless.co.uk 03333 [email protected]

Good Energy goodenergy.co.uk 0800 254 0000 01249 766090 Not part of the scheme

Green Energy

greenenergy.uk.com 0800 783 8851 01920 486 156 Not part of the scheme


Energy Company



Warm Home Discount

Green Star mygreenstarenergy .uk.com

0800 012 4510 033 0088 1619 Not part of the scheme

Iresa iresa.co.uk/ 0115 727 0982 08004 337 812

Isupply energy

isupplyenergy.co.uk/ 0330 202 0298

Solarplicity Asset Limited (electricity only)

solarplicity.com 0333 0044666 0203 582 3667 0330 124 1500

Not part of the scheme

M&S Energy (in association with SSE)

mandsenergy.com 0345 078 3208 Not available 0800 300 111

National Gas nationalgas.org.uk 0303 031 1200 01905 380 201

npower npower.com 0800 316 9952 0330 100 86320330 100 8625

0800 980 5525

Octopus octopus.energy 0330 808 1080 0808 164 1088

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

OVO Energy ovoenergy.com 0800 599 944008004 086 610

01179 303 100 Not part of the scheme

Places for People

pfpenergy.co.uk/ 01772 395 777

Robin hood robinhoodenergy .co.uk

0800 030 4567


Energy Company



Warm Home Discount

Sainsbury’s Energy (in association with British Gas)

sainsburysenergy .com

0800 316 03160800 107 1879*

Not available 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* Not part of the scheme

SSE sse.co.uk 03450 262 6580345 026 7036*

0345 071 9710 0800 300 111

SSE Atlantic atlantic.co.uk 0345 026 0657 Not available 0800 300 111

SSE Scottish Hydro

hydro.co.uk 0345 026 0655 Not available 0800 300 111

SSE Southern Electric

southern-electric.co.uk

03450 260 654 Not available 0800 300 111

SSE SWALEC swalec.co.uk 03450 260 656 Not available 0800 300 111

Utilita utilita.co.uk 0345 207 2000 01962 397 097 Not part of the scheme


Energy Company



Warm Home Discount

Utility Warehouse (owned by Telecom Plus)

utilitywarehouse.co.uk

0333 777 3212 Not available

Zog Energy (gas only)

zogenergy.com 0330 440 1624 Not available Not part of the scheme

*Numbersstartingwith01or02aretypicallychargedupto9pperminuteifyoucallfromalandline;callsfrommobilesbetween8pand40pperminutedependingonyourcallpackage.Mostprovidersoffercallpackagesthatallowcallsfreeatcertaintimesoftheday.Numbersstartingwith03costnomorethancallsto01or02numbers.Callsto03numbersfromlandlinesandmobilesareincludedinfreecallpackages.


Other useful contact numbersUK wideCitizensAdviceconsumerservice 03454 04 05 06Fortextphone,dial18001 followed bythehelplinenumber

TotalktoaWelshspeakingadviser 03454 04 05 05

WinterFuelPaymentshelpline 03459 15 15 15

EnergySavingAdviceService(ESAS) 0300 123 1234

Therearealsolotsofusefulfactsheetsabout making your home warmer and saving money onyourfuelbillsonthesewebsites:CentreforSustainableEnergy:www.cse.org.ukNationalEnergyAction:www.nea.org.uk

ScotlandHome Energy Scotland 0808 808 2282

WalesNest 0808 808 2244


Althoughcarehasbeentakentoensuretheaccuracy,completenessandreliabilityoftheinformationprovided,CitizensAdviceassumes noresponsibility.Theuseroftheinformationagreesthattheinformationissubjecttochangewithoutnotice.Totheextentpermittedbylaw,CitizensAdviceexcludesallliabilityforanyclaim,loss,demands or damages of any kind whatsoever (whethersuchclaims,loss,demandsordamageswereforeseeable,knownorotherwise)arisingout oforinconnectionwiththedrafting,accuracyand /oritsinterpretation,includingwithoutlimitation,indirectorconsequentiallossordamageandwhetherarisingintort(includingnegligence),contract or otherwise.

Copyright©2017CitizensAdvice.Allrightsreserved.AnyreproductionofpartorallofthecontentsinanyformisprohibitedexceptwiththeexpresswrittenpermissionofCitizensAdvice.Allphotosposed bymodels.

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


Energy Best Deal is a consumer campaign run by Citizens Advice and its partners in England, Scotland and Wales. It offers household energy consumers and frontline advice workers (both paid and volunteers) the opportunity to attend an information session on getting a better deal on their energy bills. Ofgem has supported the campaign since its launch in 2008.

The 2017/18 Energy Best Deal campaign is funded by EDF Energy; First Utility; ScottishPower; SSE; Utility Warehouse.

citizensadvice.org.ukofgem.gov.uk

Energy Best Deal 2017/18 - Citizens Advice · around and choose the best energy deal. Clearer...

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