Frequently asked questions
Whether you need help with a smart meter, understanding your latest bill or you want to partner with us, we’ve got you covered.
Accessing and using your Online Account
Go to the Registration page and enter the following details to create an Online Account:
- The email address you provided when you agreed a contract with ENGIE.
- Your energy account number. You can find this either on the top of your bill or your welcome email.
- The site postcode that is associated to your account number.
If you’ve registered for an ENGIE business Online Account but can’t log in, check that the email address and password is the one you used to register. If you don’t know your password reset it here.
If you have just registered, you will need to activate your account before you can log in for the first time. Check your Inbox or Junk mail folder for an email that says ‘Activate your online account’ then click on the link inside.
If you continue to have difficulties accessing your online account, you can contact our Customer Service Team at support.customerservice.uk@engie.com
For large business customers, please login. If you have any issues, please contact your account manager or email us at queryhub@engie.com
You can associate with your other businesses via one portal logon. Go to the ‘My Details page’ and ‘Add Business’. The contact details of the person(s) wishing to register will need to be associated to the relevant ENGIE account. Once you have added additional businesses to your online account you can quickly switch between them.
More than one person can register for an online account. The contact details of the person(s) wishing to register will need to be associated to the relevant ENGIE account.
Yes, more than one person can register for an online account. The contact details of the person(s) wishing to register will need to be associated to the relevant ENGIE account.
You can obtain a statement of account by just logging in or registering for an Online Account.
Managing your contract
Please get in contact with us as soon as possible by completing our move in form or our move out form.
Once we have received your form, the team will to look into your case and get in contact with you and the party that is moving in for verification purposes, and request further information where required.
We may require a copy of documents such as a valid lease or tenancy agreement, management agreement or solicitors’ letter, or a completion statement if you have sold the property.
Once you have agreed a contract with ENGIE you should receive a copy of your contract with your terms and conditions, and a Welcome Pack will be provided to you close to your contractual start date.
If you would like to ensure that your account is set up and ready to go, you can check that the following are set up so that we can provide you with the best customer experience from the start of your contract.
If you are a Business customer, you can register for an online account. Large Businesses can also register. Through your online account you will be able to manage your information and set up your Direct Debits.
Please read our guidance notes and complete the relevant VAT Declaration Certificate and return to customerdata@engie.com
To update your contact details, invoicing preferences or addresses, marketing preferences or to let us know about any changes to your account and you have not been able to do so through your online account, please contact us.
Ofgem defines a non-domestic consumer as a Microbusiness if they meet at least one of the below criteria:
- employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
- uses no more than 100,000 kWh of electricity per year; or
- uses no more than 293,000 kWh of gas per year.
Ofgem defines a non-domestic consumer as a Small Business Consumer if they meet at least one of the below criteria:
- employ fewer than 50 employees and has an annual turnover of £6.5 million or a balance sheet total of £5 million;
- uses no more than 200,000kWh of electricity per year; or
- uses no more than 500,000 kWh of gas per year.
We’re sorry you’ve chosen to leave us. You can find your contract end date on your contract, or if you are a Micro Business Consumer this will be on your invoices. If you decide to leave us at the end of your contract please let us know, by contacting us at terminations@engie.com or write to us at our UK headquarters address below:
ENGIE
No1 Leeds
26 Whitehall Road
Leeds LS12 1BE
To make sure your account closure goes smoothly, please provide your new supplier with an up-to-date meter(s) read taken on the day of your switch. Your new supplier will then provide ENGIE with the read(s) and we will produce your final bill. This can take up to 6 weeks to reach you.
If you pay by Direct Debit, it’s advisable to leave this in place until you’ve received your final bill and a final payment has been taken or a refund provided. Once the final payment / refund has taken place, your account will be closed.
If you are due to transfer to ENGIE as a new customer, please ensure that you have terminated your contract with your current supplier to ensure that you are able to switch successfully.
If you are attempting to transfer your supply to a new energy provider, there are a few reasons why ENGIE may object to the switch. Energy suppliers may object to a switch due to the below reasons:
- Your supply may still be within its fixed contracted term
- You may have outstanding debt on your account
- You or someone from your company may have requested that the switch be blocked
- The new supplier may request that the old supplier blocks the switch
- The transfer request may have been for one meter point from a related set.
Where we have objected to a switch, we will have sent you an email to let you know why we have objected and who you should contact for a resolution. If you have any further questions, please contact our Customer Service Team.
If your switch to ENGIE has been blocked by another supplier, please contact them for further information.
A subject access request, or SAR, is a request made verbally or in writing to a company or organisation asking for a copy of all the personal information it holds on you.
You have extensive statutory rights regarding the manner in which your personal data is processed by us. You are entitled to access, query, amend, delete, limit or transfer any personal data concerning you – if you wish to exercise any of these rights, please contact us using the details given below.
Attention: Data Protection Officer
Email: dataprivacy.uk@engie.com
Address: ENGIE UK
Level 20,
25 Canada Square,
London
E14 5LQ
ENGIE must provide you with a response within 28 days of receiving your request, however, ENGIE may not be obliged to provide you with data where the request pertains to business information (i.e. data that is not personal), data that may reveal the identity of another individual, or data that may prejudice any ongoing criminal investigations.
If you are not satisfied with the response which you receive, you may contact the Information Commissioner’s Office to make a complaint.
For further information, please see our Privacy Policy.
Electricity
If you would like your meter completely disconnected, you may either contact your DNO (Distribution Network Operator) with the request, or you may contact us at the details below and we will contact your DNO to arrange disconnection.
If you would like your meter to be de-energised with the potential for re-energisation in the future, please contact us to discuss your options. Please note that some charges may still apply, as the site is still connected to the network.
Gas
If you would like your Gas meter to be disconnected or removed, please complete a SiteWorks Form and return to our Customer Services Team on the details provided below and we will review your request. Once your meter has been disconnected, please ensure to let us know so that we can collect and return your meter, free of charge.
If your meter was removed, but there is still a supply to the site you will continue to be charged based on the sited connection to the network.
Electricity
If your site was disconnected, we will be unable to close your account without receiving evidence of disconnection, this may be the Job Reference Number, Disconnection Certificate or Engineer Details.
Please contact us on the details provided below and we will be able to confirm this with your DNO (Distribution Network Operator) and wrap up your account.
Gas
If the meter is not returned to the MAM, the owner of the meter, it becomes more difficult for us to close your account and may result in a fee. Once your meter has been disconnected, please ensure to let us know so that we can collect and return your meter, free of charge, to prevent any further charges.
Please contact our Debt Recovery team where an agent will be able to assist you. Our details are debt.recovery@engie.com or call us on 0333 666 0270.
Please note our opening hours are Monday to Thursday 08:30 – 17:00, Friday 08:30 – 16:30.
If you require a New Supplier Form to be completed, please contact us at the details below and a member of our Team will complete this and return it to you.
If you require remittance advice, please send remittances to remittances@engie.com to ensure that we can correctly allocate your payments to your accounts.
If you require purchase order advice, these requests should be sent to customerdata@engie.com.
As an energy supplier, ENGIE is legally obligated to investigate the theft of energy actively.
We recognise the importance of identifying where customers may be facing challenging circumstances whilst undertaking our investigations. However, energy theft is dangerous and criminal activity.
We will investigate premises where we have reason to suspect that it is taking place. Energy theft is a crime. If you suspect someone is committing energy theft or has tampered with your meter, report it immediately by contacting Crimestoppers on 0800 023 2777. For more information and advice on energy theft, go to www.stayenergysafe.co.uk
Should you have any questions, please contact our Customer Service Team on 0800 170 1112 or at support.customerservice.uk@engie.com
Billing and Invoices
Sometimes, we may be required to cancel an existing bill and re-bill your monthly invoices for a specific time period, which we would refer to as ‘back billing’. Whilst we endeavour to ensure our customers don’t get back billed, this usually occurs where an accurate meter reading is provided to replace the estimated reading that was originally used for your bill.
If you are a Business customer please submit a meter reading through your Online Account:
To help us make sure your bill is accurate, send them on the last day of the month or as close as possible and, subject to validation, we’ll make sure they’re used in your monthly bill.
If you are a Large Business you can also submit a meter reading by e-mailing us at the below:
Please submit electricity meter readings to electricity.meterreadings@engie.com
Please submit gas meter readings to meterreadings.solutions@engie.com
Alternatively, you may have received a re-bill due to reconciliation or amended charges. This may have been due to accepting a backdated contract, where we will re-invoice you based on your new contracted rates.
Some of our contracts contain charges that are estimated throughout the year, and ENGIE will reconcile the charges when these charges are published. For more information, please refer to our guides on Third Party Charges.
If you are a Business customer, you can set up and amend Direct Debits easily by logging into your Online Account.
If you’re unable to to register for an Online Account then please complete either an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to us at customerdata@engie.com
If you’re a Large Business, please get in touch with your account manager to set up your Direct Debit or email queryhub@engie.com
You may be eligible for VAT relief, where a reduced rate of VAT is applied at 5% based on a few criteria.
For customers that consume small amounts of electricity (under 1000kWh a month) or gas (4397kWh a month) the ‘de minimis’ rule applies, and you will automatically be charged 5% VAT on your gas and / or electricity invoices.
Your business may be able to claim VAT relief if any of the below circumstances are applicable to you:
You are a charitable or non-profit organisation
If you use energy for domestic purposes, the proportion of energy used for domestic reasons will qualify for VAT relief, unless over 60% of your consumption is used for domestic purposed, then the whole invoice will qualify for VAT relief.
To claim VAT relief, a VAT declaration form must be submitted for each qualifying site/premises. This declaration should be completed in full and returned no later than 10 working days after your contract start date. If we are not informed of any VAT relief, then sites will be charged at the full rate. If you are a registered charity, please ensure you include your registered charity number. Please either return any completed forms to customerdata@engie.com.
If your circumstance has changed, meaning that you are newly eligible for VAT relief, or if you are no longer eligible for VAT relief, please complete a new VAT certificate and let us know.
Climate Change Levy is an environmental tax on business energy use and is only applied to the energy you use. This was introduced in April 2021 and was designed to encourage businesses to be more energy efficient and reduce greenhouse gas emissions. The rate is subject to change over time and is published by the government, if you would like to know the current CCL rate please click.
If you are eligible for VAT relief, you will be eligible for CCL relief, however ENGIE will require a PP11 form prior to any relief being applied to your account. A PP11 form can be completed via the HMRC Website. If you are able to let us know of your exemption before your contract begins, please send us a PP11. If you are unable to let us know before your contract starts with us, we will also require a PP10, and your CCL relief will be applied from your next bill. In this instance, please seek any unclaimed CCL Relief from HMRC directly. A PP10 form can be found on the HMRC Website
Once you have completed a PP11 and / or P10 form please send this to us at customerdata@engie.com for processing.
If your account is in credit and you would like to claim a refund, please contact our Customer Service Team on the details provided below and a member of our team will look into this for you, any refunds that are due should be issued within 7 – 10 working days.
If you pay by Direct Debit and funds are returning to the same account we will not require any further documents from you. Where you would like a refund via BACS, please make your request in writing on letter headed paper for amounts over £500.
EDI Billing is an electronic version of our tax invoices that condenses multiple invoices into one easy to read invoice.
This is suited to our Large Business Customers, if you believe this would benefit your business, please contact us.
You can set up and amend Direct Debits via your Online Account, if you are a Business customer.
Alternatively, you may contact the Customer Service Team on the details below to set up a Direct Debit over the phone, or complete an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to customerdata@engie.com
To make a one-off payment, you can do this via BACs transfer to the below details, please make sure to quote your account number or site ID on all correspondence to make sure we can allocate the payment to the correct account. Please note that payments may take a couple of working days to clear.
Gas Payments:
Sort Code: 20-67-59
Account Number: 60121312
For payments being made overseas please use the IBAN and SWIFT codes:
SWIFT code: BARCGB22
IBAN: GB34 BARC 2067 5960 1213 12
Electricity Payments:
Sort Code: 20-67-59
Account Number: 40133817
For payments being made overseas please use the IBAN and SWIFT codes:
SWIFT code: BARCGB22
IBAN: GB86 BARC 2067 5940 1338 17
Please send remittance advice to remittances@engie.com to ensure that we can correctly allocate your payments to your accounts.
If you think there is something wrong with your invoice, you may need to contact us, but there are some things you can check first.
1. Was your invoice estimated? To avoid estimated bills, please ensure that you are providing regular meter readings, you can do this through our online portal
2. Has your contract changed? If your contract has ended, and you are being billed in line with a new contract, or our out of contract rates, your prices may have changed. Find out more about our out of contract rates or contact us on 0333 666 0276 to discuss a new contract.
3. Have there been any changes to your business? If you have changed the way your business operates, such as new operating hours or installing new equipment, this may affect your energy usage.
4. Have you moved premises? If you are no longer responsible for the site you are being invoiced us, please complete a Moving Out Form.
5. Have we charged VAT and CCL correctly? VAT rates can be influenced by your energy usage. Please see our sections on VAT and CCL to find out more about these charges and inform us if you have any exemptions.
If you have moved out of a site, please get in contact with us as soon as possible by completing our moving out form
Once we have received your form, our dedicated team will begin to look into your case and will get in contact with you and the party that is moving in for verification purposes, and request further information where required. We may require a copy of documents such as a valid lease or tenancy agreement, management agreement or solicitors’ letter, or a completion statement if you have sold the property.
Until we have received this form and we have successfully completed your Change of Tenancy you will continue to receive invoices from ENGIE.
If you are a Business or Large Business customer, please contact our respective Credit Control Teams on the details below to discuss your payment options.
If you are struggling to keep up with your bills, you may seek further advice from the Business Debtline which offers debt support for business customers, Step Change is a debt charity geared towards self-employed people or The Government can offer help and support for businesses.
You will receive your bills on a monthly basis running from the first to the last date of the month, we are not able to amend the frequency that bills are issued. The preferred payment option is by Direct Debit, and all Direct Debit payments are variable in line with invoiced amounts, and the full amount of each invoice will be taken as payment. Please see our answer on how to pay your invoice for further information on your payment options.
The date of your invoice will be displayed on your contract. For our Gas customers this will be on the 10th day of the month following the consumption period, and for our Electricity customers this will be on the 15th day of the month following the consumption period. Where our customers pay by Direct Debit, the payment should be cleared by 14 days after the invoice is issued.
Where you are a Microbusiness Consumer and have a Direct Debit with us, your invoice will show your payment date, and the date for providing us with a termination notice is provided on your bill.
Please send any purchase order numbers to our dedicated team at customerdata@engie.com, please make sure to include your account number to help us process your request.
Ofgem’s rules on back billing for Microbusiness Consumers are as follows:
You can’t be charged for gas or electricity used more than 12 months ago if you have not been correctly billed for it or informed about it via a statement of account before. This includes situations where a supplier increases your Direct Debit because it was set too low. Suppliers cannot use this to recover any shortfall for a period longer than 12 months ago.
This is confirmed in the terms and conditions of your contract. However, there may be instances where the back billing rules do not apply, such as instances of gas or electricity theft, or obstructive behaviour that prevents accurate billing, such as blocking meter readings at your property.
If you believe that you have been incorrectly charged for any consumption that is more than 12 months old, please get in touch with our Customer Service Team.
Everything you need to know about meters
By 30 June 2025, the Radio Teleswitch Service (RTS), also known as the Dynamic Teleswitch Service (DTS), will be discontinued as it reaches the end of its operational life. This switch-off will impact businesses that use electricity RTS meters, potentially causing disruptions to their heating and hot water supply.
What happens if i don’t upgrade?
If you choose not to upgrade, your business’s heating and/or hot water systems may be impacted. This could result in the heating and/or hot water being left on or off continuously, or charging at inappropriate times of the day. Additionally, we may not be able to accurately track your electricity usage during peak and off-peak periods, potentially leading to significantly higher electricity costs.
Please complete the form above so we can arrange your upgrade.
You can find out more information about the RTS switch off in this document.
A half-hourly meter (HH or 00) meter is an electricity meter for businesses that provides consumption data to the energy supplier every half an hour. For any business that has a maximum demand of 100kW or higher during any half-hour period of the day it is compulsory to have a half hourly meter.
Providing your meter reads on a regular monthly basis will help us to bill you accurately and avoid estimated bills which can occur when either meter readers are unable to gain access to your site, or a mutually convenient appointment cannot be made.
If you are a Business customer you can easily submit a meter reading using your online account.
If you would like to submit a meter reading you can do this by e-mailing us at the below:
Please submit electricity meter readings to electricity.meterreadings@engie.com
Please submit gas meter readings to meterreadings.solutions@engie.com
To help us make sure your bill is accurate, send them on the last day of the month or as close as possible and, subject to validation, we’ll make sure they’re used in your monthly bill. If your meter reading seems unusual, we will contact you to discuss it.
MPAN: A Meter Point Administration Number (MPAN) is used to identify individual electricity supply points. It’s usually a 21-digit number with the letter ‘S’ at the beginning and is displayed in a grid above “Your Invoice Breakdown” on your Invoices from ENGIE. We would usually require the last 12 digits to identify your meter when communications with us about your account or when submitting a meter reading. You can find your serial number ENGIE invoice under the ‘Consumption Information’ section. If you are not yet a customer with ENGIE, you may be able to find this on your invoice from your current supplier. You will not be able to find your MPAN on your physical meter.
Alternatively, you may contact your Network Operator to check you MPAN number.
MPRN: The Meter Point Reference Number (MPRN) is used to identify individual gas supply points. It’s normally made up of numbers and doesn’t contain any letters. You’ll find your MPRN on your ENGIE invoice under the ‘Consumption Information’ section. You can also find your serial number in this location. If you are not yet a customer with ENGIE, you may be able to find this on your invoice from your current supplier.
Alternatively, you may search using your address at Find My Supplier or call the Meter Number Helpline on 0870 608 1524. Calls to this number cost 7p a minute, plus your phone company’s access charge.
Your serial number is important as it can help us to identify your meter. The Serial number is also known as the MSN or Meter ID and appears on your bills as described above as a combination of numbers and letters. Your serial number can also be found on your meter near the barcode. If this does not match the serial number on your bills, please get in touch.
There are several different kinds of electricity meters. Check which kind you have before you read it.
Single rate digital meter: A digital meter will have an electronic or digital display, showing five numbers in black or white, which may be followed by one or more red numbers. To read the meter, write down the five numbers shown from the left to right and ignore any other numbers.
Multiple Register (single display) meter: Some two rate meters only have one digital display. They will either flash up the different rate readings in a cycle or have a button that you need to press to make the display cycle through the readings for the different rates. To read the meter write down the numbers shown left to right. You will need to give both readings to us.
Multiple Register digital meter: The bottom row (marked normal or day) shows how many units of peak electricity you have used. To read the meter, read both the top and bottom rows, write down the numbers shown left to read, ignore the last number(s) which may be shown in red. You need to give both readings to us.
Dial meter: To read the meter, read the first five dials from left to right, write down the number that the pointer has just passed. If the pointer is exactly over the number, write it down and underline it. If you have underlined a number, check the next dial to the right. If the pointer on that dial is at or past 9, you need to reduce the number you have underlined by one. For example, a 6 followed by a 9 should be written as a 5 and underlined.
If you’re still unsure on how to read your meter please contact us on the details below and one of advisors will be able to talk you through it.
Smart Meter: Smart Meters measure your energy consumption and are able to send regular consumption information directly to us for use on your bills, so there is no need to take manual meter readings.
A Smart Meter can show you how much energy you are consuming. It can be programmed with tariff information, so you can also see how much you are spending on energy. With a Smart Meter, you will have no more estimated* bills so you only pay for what you use.
The latest generation of Smart Meters will replace existing gas and electricity meters and can communicate with all suppliers, so there will be no interruptions to your remote meter readings if you change supplier.
AMR Meters: Advanced Meter Reading meters are advanced electricity and gas metering systems that record energy usage and have the ability to remotely** send data to us for use on your bills.
AMR meters can be different for gas and electricity. If you’re a gas customer, an AMR is often an ancillary device that we attach to your existing meter. If you’re an electricity customer, an AMR meter is an advanced meter that will replace your existing meter, but these are also available for gas customers.
* Subject to eligibility. Installation is subject to survey and your business site meeting Smart/AMR meter installation suitability criteria. There may be additional associated costs if the set up at your site needs additional equipment to support the installation.
** Subject to your meter being able to be read remotely.
If you are being billed to estimated reads, please ensure that you are providing us with regular meter readings, you can do this through your Online Account, please log in or register
If you are still unsure about your meter’s consumption, could this be explained by a change in your business patterns? You are more likely to see an increase in your consumption in the winter months as you heat your premises, or have you had new equipment installed that may impact your energy usage?
If this does not reasonably explain your concerns regarding your meter’s consumption, please get in touch.
If you are unable to find your meter inside your premises, you may have to try outside the building. We may be able to send an engineer out to assist you in finding your meter, however there is a charge for this.
To help you find your meter, please let us know what fuel is supplying your building, and if any other engineers have been out to your site to read your meter previously.
We use the data from your electricity or gas Smart/AMR meter to produce accurate bills. If anything changes about the way we handle or use your data, we will inform you.
Your Smart meter sends us readings to show how much electricity or gas you have consumed. Your AMR Data Collector dials into your meter and collects your consumption data and sends it to us securely via a data flow.
You can choose to have data collected every 30 minutes, daily or monthly. If you haven’t provided a preference for how frequently we collect your data, we default to monthly data collections.
If you have a Half Hourly (HH) meter, your data is collected every 30 minutes. If you wish to make a change, please contact our Customer Service team by email at support.customerservice.uk@engie.com or call us on 0800 130 3600 (Opening hours: Monday to Thursday 10:00 – 17:00, Friday 09:30 – 16:30).
Please see your contract Terms and Conditions for more information about how we use your data.
A limited number of specifically trained staff have access to your data for essential reasons. This may be shared with third parties for the provision of services, and not for marketing.
You can request a copy of your data at any time. If you wish to do so, please email the team at customerdata@engie.com or call us on 0800 130 3600 (Opening hours: Monday to Thursday 09:00 – 17:00, Friday 08:30 – 16:30).
This link from Energy UK, an independent organisation providing advice and support to the energy industry, provides further details on your Smart Meter data rights.
Market Wide Half Hourly Settlement (MHHS) is a major industry to transform the way the electricity market operates. Under MHHS, all electricity customers will have their electricity consumption settled every half hour – something that is currently mandatory for industrial and commercial consumers, but voluntary for all other non-domestic and domestic consumers.
For non-half hourly customers, consumption is settled based on a series of “typical use” classes that make a number of assumptions. The change will lead to a smarter electricity grid that helps the UK to achieve its long-term net zero goals.
Non-Domestic Alternative Fuel Payment Scheme
The Non-Domestic Alternative Fuel Payment Scheme is being provided to all non-domestic customers located off the gas grid in Great Britain and Northern Ireland. It is intended to give support to non-domestic customers located off the gas grid using alternative fuels with their heating costs during the winter 2022/23 following the increase in energy bills. This payment is separate to other schemes funded by government including the Energy Bill Relief Scheme, Energy Bill Support Scheme, and the Domestic Alternative Fuel Payment, which have different qualifying criteria.
To be eligible for the scheme, the premises must be non-domestic, in an off-gas grid postcode, with an active, energised, electricity meter reading above zero electricity use within the past 12 months (9th January 2022 to 8th January 2023). The Department of Energy Security and Net Zero is providing a list to all suppliers of eligible customers.
If you have not received notification from ENGIE about the alternative fuel payment and you believe you are eligible, please enquire through the Department of Energy Security and Net Zero’s new portal.
You do not need to apply for the scheme, as we will receive information on eligibility from the Government. ENGIE is in the process of contacting customers directly regarding eligible payments.
If you require any further support, please email alternativefunding@ebss.beis.gov.uk
Eligible customers will be provided with a one-off fixed payment of £150 per eligible MPAN. This payment is being provided by the Government but will be administered on your behalf by ENGIE. If you do not receive a payment from us then you are not considered to be eligible by the Government. ENGIE shall have no liability in this regard.
You can find out more on the Non-Domestic Alternative Fuel Payment scheme online by reading the guidance issued by the Department for Business, Energy & Industrial Strategy.
Complaints
You can raise a complaint by emailing our Customer Service Advisers at complaints.customerservice.uk@engie.com
Our Customer Service Advisers will listen and try to resolve your complaint at that point, where this isn’t possible, we will aim to resolve as quickly as possible.
If we need to, we’ll transfer the complaint over to our Customer Complaint team. If this happens, we’ll let you know.
We treat complaints very seriously and will try to obtain a resolution where possible, we believe that all complaints are beneficial to improve our overall customer service levels. The resolution could include the following: we issue an apology, we right the mistake, we provide you with the reason that caused the issue, or we’ll offer compensation.
If we’ve done something wrong, we want to put it right and we’ll do so using our complaints process.
As a Micro Business Consumer or Small Business Consumer if you are not happy with our resolution you can complain to the Energy Ombudsman on 0330 440 1624 or email – enquiry@energyombudsman.org or Citizens Advice for advice on 0808 223 1133 Textphone: 18001 0808 223 1133
To contact a Welsh-speaking adviser: 0808 223 1144 Textphone to contact a Welsh-speaking adviser: 18001 0808 223 1144 Monday to Friday, 9am to 5pm Closed on bank holidays.
At ENGIE we pride ourselves on providing an exceptional service to all our customers. However, we know that there will be times when we get things wrong. When this happens, we promise to take this seriously and aim to sort things out as quickly as possible. If you’re unhappy with our service for whatever reason then we’d like to understand why, so we can endeavour to put things right as quickly and effectively as possible.
If you wish to make a complaint, please contact our Customer Service Team by emailing us at complaints.customerservice.uk@engie.com or follow our complaints procedure.
Resolving your complaint
Our Customer Service team are fully trained to handle complaints and complex issues. We will aim to resolve your issue at the time of the first contact where appropriate and possible. If we cannot resolve your complaint at the first contact we will issue you with a complaint reference number, as well as acknowledging your complaint in writing. Whilst your complaint is open, we will keep you informed at agreed times and dates to ensure you are kept up to date as to the progress of your complaint.
Micro Business Consumers & Small Business Consumers
Deadlock: If we can’t reach a mutual agreement, we will send you a final offer letter (known as Deadlock),which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.
The Energy Ombudsman (UK) is there to help resolve disputes between energy suppliers and their customers. It is free to use, and they are totally independent, so they don’t take sides and make their decisions based purely on the information and evidence available. You do not have to accept their decision. If you do agree with their decision, we have to act on what the Energy Ombudsman say. This may mean we have to apologise, explain what has gone wrong, correct the problem or where applicable, offer a form of compensation or goodwill gesture.
Website: http://www.energyombudsman.org/
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Write to: Energy Ombudsman Services, PO Box 966, Warrington, WA4 9DF
For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 0808 223 1133. The citizens advice consumer service provides free and independent help and advice to small business on energy issues, contract issues, and raising a complaint.
Business Debtline: For free, impartial and confidential debt advice to small businesses and the self-employed, contact Business Debtline on 0800 197 6026 or go to businessdebtline.org.
If you are a Micro Business Consumer or Small Business Consumer and are not happy with our resolution you can also contact the Energy Ombudsman on 0330 440 1624 or email enquiry@energyombudsman.org or contact Citizens Advice on 0808 223 1133.
The Energy Ombudsman (UK) is a service available to Micro Business Consumers and Small Business Consumers and aims to help resolve disputes between energy suppliers and their customers. It is free to use, and they are totally independent, so they don’t take sides and make their decisions based purely on the information and evidence available.
In order to use the Ombudsman’s services you must have been signposted by ENGIE which can happen under two circumstances.
If we are not able to reach a mutual agreement following your complaint where we will send you a final offer letter (known as Deadlock), or if a resolution to your complaint has not been reached after 8 weeks you have the right to complain to the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.
Contractual Information
We have two types of Out of Contract charges; these are Deemed and Default rates.
Deemed Contract Rates and Terms & Conditions
Deemed Contract Rates apply to customers who do not have a contract with us, typically these apply to customers who have undergone a Change of Tenancy and have moved into a site supplied by ENGIE. If you are currently on Deemed Rates, contact a member of our team today on 0333 666 0276 or e-mail us at directsales@engie.com to see what we could offer you.
Default Contract Rates and Terms and Conditions
Where you have had a formal contract with ENGIE, but this has expired and you continue to consume past the end date, the original terms of your supply contract shall apply, except that from the date your contract terminated you shall be charged the Default Contract Rates.If you would like to renew a contract with ENGIE, please contact either your Account Manager or our Sales team at 0333 666 0276 or e-mail us at directsales@engie.com
Your electricity bill is made up of two main elements; the cost of electricity purchased on the wholesale market (this cost can be fixed by your supplier buying volume at a specific point in time e.g., when you sign a new energy contract) and third-party costs (TPCs). TPCs relate to the delivery of your electricity, and ‘green’ Government levies (to be invested in future carbon free energy generation) which sit outside your energy supplier’s control. Check your contract to understand whether these third-party charges are included in your unit rate or ‘passed through’ at the current rate.
For more information on each cost component, please refer to our website
We can offer the energy supply that meets your needs, whether you are a small business or a large industrial or commercial customer. Our energy capabilities play a leading role in the UK’s transition towards a more secure and sustainable future. We are dedicated to developing new sustainable services delivering low-carbon workplaces. This puts us at the forefront of providing sustainable solutions to our customers.
Our Green Gas is all supplied from within the UK, helping to support the UK’s energy independence. Buying Green Gas also supports the local economy where the biomethane plant is located, since the organic matter required for biogas production must be sourced locally, and by-products from the process can be supplied to agricultural and other sectors as fertiliser. For more information, please see our dedicated Green Gas page
Our Renewable Electricity is fully certified by UK Renewable Energy Guarantees of Origin (REGOs) or EU Guarantees of Origin (GoOs) and is fully traceable – backed by EcoAct assurance. This accreditation means that you can confidently report zero market-based carbon emissions for your electricity consumption. For more information and a map of our UK power sources please see our Renewable Power page
Where customers choose to be supplied by our standard products (non-renewable) please see our fuel mix disclosure page
Energy network operators own and operate the wires and pipes that carry electricity and gas to your business. Sometimes you’ll hear the networks being referred to as ‘the grid’. Different distribution companies are responsible for looking after the network in areas across the country. For electricity meters, these are often referred to as a District Network Operator, or DNO.
They can help you with things like new gas and electricity connections, moving your meter, or if you are experiencing a power cut.
To find out who your Network Operator is and find out who to contact, please check the Energy networks Association Website.
You will be able to find this information on your meter itself as your readings should be indicated as RATE 1 (R1), RATE 2 (R2) and so on. This information is also provided on your bill from ENGIE.
If you are not a Micro Business Consumer or Small Susiness Consumer but would like to know whether you are a Business or Large Business customer with ENGIE, please refer to a copy of your invoices.
Once you are on supply with ENGIE, you may refer to your invoices for further details, as these will refer you to our Query Hub if you are a Large Business customer. Your invoice will refer you to our Customer Service Team if you are a Business customer.
You will have been sent your contract documents when you agreed a contract with ENGIE. This will show your contract start and end date. Alternatively, if you are a Business customer you can check your contract details by logging in or registering for an online account.
This charge is levied by your DNO and contributes towards the costs of distributing electricity across the network. Your supply capacity refers to the maximum amount of energy that is required for each half-hourly meter. Your supply capacity is agreed with your DNO, and is shown on your ENGIE invoices as kVA, and you will be charged in p/kVA. If your consumption exceeds your agreed supply capacity, you will be charged an ‘excess availability charge’ at a higher rate in p/kVA. Your invoices from ENGIE will detail the maximum amount of energy you required over the invoiced period for you to review whether your supply capacity is at an appropriate level.
To find out more about your supply capacity please contact your DNO (Distribution Network Operator).
ENGIE will have provided you with a copy of your contract with terms and conditions when you agreed a contract with us. If you would like to know your contract details and you are Business Customer you will be able to find this information on your Online Account.
EAC: This refers to your Estimated Annual Consumption and applies to the amount of electricity that we expect a meter to use each year in kWh. These figures are used to forecast your electricity usage when you are provided with a quote or may be used for billing purposes if actual data or meter readings haven’t been received by us.
AQ: this refers to your Annual Quantity and applies to the amount of gas that we expect a meter to use each year in kWh, this is forecast based on the consumption history for the previous 12 months. These figures are used to forecast your gas usage when you are provided with a quote or may be used for billing purposes if actual data has not been received by us.
If you are not a Microbusiness Consumer but would like to know whether you are a Business or Large Business customer with ENGIE, please refer to a copy of your invoices.
Once you are on supply with ENGIE, you may refer to your invoices for further details, as these will refer you to our Query Hub if you are a Large Business customer. Your invoice will refer you to our Customer Service Team if you are a Business customer.
VAT Relief
You may be eligible for VAT relief, where a reduced rate of VAT is applied at 5% based on a few criteria.
For customers that consume small amounts of electricity (under 1000kWh a month) or gas (4397kWh a month) the ‘de minimis’ rule applies, and you will automatically be charged 5% VAT on your gas and / or electricity invoices.
Your business may be able to claim VAT relief if any of the below circumstances are applicable to you:
You are a charitable or non-profit organisation
If you use energy for domestic purposes, the proportion of energy used for domestic reasons will qualify for VAT relief, unless over 60% of your consumption is used for domestic purposed, then the whole invoice will qualify for VAT relief.
To claim VAT relief, a VAT declaration form must be submitted for each qualifying site/premises. This declaration should be completed in full and returned no later than 10 working days after your contract start date. If we are not informed of any VAT relief, then sites will be charged at the full rate. If you are a registered charity, please ensure you include your registered charity number. Please either return any completed forms to customerdata@engie.com.
If your circumstance has changed, meaning that you are newly eligible for VAT relief, or if you are no longer eligible for VAT relief, please complete a new VAT certificate and let us know.
The reduced rate VAT relief allows fuel and power supplies to be charged at the current reduced rate of VAT. As there is no Climate Change Levy applied to reduced rate VAT energy supplies, customers will also benefit from that.
The relief applies to registered charities that are carrying out non-business activities and to businesses where the energy is used for domestic purposes. For more details see our dedicated VAT page.
When ENGIE becomes your new supplier, you must complete and sign a VAT Certificate Declaration form.
Please read our VAT Certification Declaration page and complete either the VAT Certificate Declaration – Domestic Use form or the VAT Certificate Declaration – Charity non-business use form as appropriate.
Completed declarations should be sent to customerdata@engie.com or by post to:
ENGIE Power Limited
No.1 Leeds
26 Whitehall Road
Leeds
LS12 1BE
We have a responsibility as required by HMRC to review the VAT Certificate Declarations before we process them. If we are satisfied that you qualify, our billing system will be updated so that the current reduced rate of VAT is applied to your energy supplies.
Non-business activities relate to the provision of goods or services to the customers by charities for no charge.
Where there is a mix of qualifying and non-qualifying use, you must calculate the split between these on a fair and reasonable basis. Please only include the qualifying percentage on the VAT Certificate Declaration.
Please see HMRC Guidance, or contact HMRC to agree on how the split should be calculated.
HMRC VAT general enquiries please call on 0300 200 3700 or contact HMRC
Please note HMRC rules govern that we cannot retrospectively apply VAT relief beyond 4 years from the date this VAT Certificate Declaration is processed. Any back dated relief will be applied subject to our discretion.
Quoting and TPIs
For Business customers ENGIE has a suite of products that are designed to meet your varying energy needs. If you’re looking for the security of fixed rates, or wanting greater control over Third Party Charges, we can help. Please see our Supply Contract page
If you would like further information on our products, or would like to discuss a quote with us, please contact a member of our team to discuss your options on 0333 666 0276 or e-mail us at directsales@engie.com.
For Large Businesses who may be looking for certainty of fixed prices or the flexibility to trade actively and capitalise on real-time market movements, find out about our adaptable energy supply products.
When you contact us regarding a quote, it would be handy to have the following information available to ensure that we can provide you with a quote as soon as possible.
Your Company: We will need to know the name of your company and the registered company number if you are a limited company, if you are a sole trader we will require your business address as well.
Your meters: We will need to know the MPAN and / or MPRN numbers that you require a quote for, and their annual usages. Where you would like a quote for a half-hourly meter, it would be incredibly helpful to send us some usage data too (at least 6 months’ worth is best). If you have any MOP, DC, and DA agreements in place please let us know.
Your Quotes: In order to provide you with the quotes that are most useful to you, please let us know when you would like a contract to start, and how long you would like a contract for. Why not look at our product offerings to see what would suit you best, if you’re not sure, one of our account managers will be able to offer you advice.
Once an Account Manager has received your quote request, they will review your quoting requirements and set up your quotes on a bespoke basis. We will also perform a credit check on your company in order to ensure that we can achieve credit insurance against the contract, as once the contract is signed we purchase the energy required up front. Once the quotes have been drawn up, we will get these to you straight away as the energy market is live and we can typically guarantee your prices for up to a day. Once you have reviewed your quotes, let us know how you feel. If you would like to accept the quote, please sign the contract either by hand, or electronically (If using an electronic signature, we also require the audit trail for this, i.e., DocuSign summary) and return to your Account Manager. Once your Account Manager has received the signed contract, they will check for any market movement and formally accept the contract for ENGIE.
Once you are an ENGIE customer you will start our onboarding journey and we will look forward to having you as a customer.
If you would like to receive a quote from Engie, we have a dedicated team waiting to hear from you. You can call us on 0333 666 0276 or e-mail us at directsales@engie.com.
If you are an existing customer with Engie and would like a renewal quote, you may call us on the number above, or contact your Account Manager directly for a quote.
Third Party Intermediaries (TPIs) and Energy Brokers (also known as Energy Consultants) (all collectively “brokers”) are organisations or individuals that give energy related advice, aimed at helping you to buy energy and/or manage your energy needs. Brokers include switching sites and any company that offers support with energy procurement. Brokers are not representatives of specific energy companies, as they represent the consumer. Whether you approach a broker directly or they contact you, you should not feel under pressure to use their services. If you agree to an energy contract through a broker, your supply contract will always be with the energy supplier. There may be a fee that is payable to the broker (which may be included in the unit rate); for a Micro Business Consumer and Small Business Consumer this is set out in further detail on your Principal Terms document, for any other customers this fee will be available to view on your quotation document.
For more information on TPIs please see Ofgem’s website.
If you are not satisfied with your TPI you can approach both the TPI and your energy supplier or get advice online. Micro Business Consumers and Small Business Consumers can contact the Citizens Advice consumer service helpline on 03454 04 05 06.
If you would like someone to manage your energy account on your behalf, for instance an energy broker or accountant, we require a letter of authority from yourself to enable them to do so. On the letter of authority, you must include the following:
Name of the business as contracted with us
Company address
Name of the third party to act on your behalf
Terms of authority and what access is to be given to the account
Handwritten signature or electronic signature (If using an electronic signature, we also require the audit trail for this, i.e. DocuSign summary)
Printed full name of the signatory
The position which the signatory holds within the business
Date of signature
Date of authority expiry (if applicable)
Please provide the letter of authority to our Customer Service Team, contact details, below, who will log this on your account. If you would ever like to revoke a TPIs authority prior to the expiry date provided on the letter, please inform us straight away.
Asset Optimisation and Demand Side Response
Increasingly our electricity is being supplied from renewable sources, such as wind and solar power. While this helps us achieve our low carbon commitments, energy from natural sources is difficult to predict and often “peaky” – we have an abundance when the wind is blowing or during the summer when the days are long, but what about when it’s cold, clear and dark? Demand Response providers help to balance supply and demand, by responding to frequency signals, or instructions from grid, to reduce their demand on the network. Demand response providers prevent blackouts and equipment failures, while supporting a greener, more efficient grid. They reduce our reliance on coal-fired, thermal and dirty back-up generators which are coming to the end of their useful life, and do so at a lower cost to the consumer than the alternative of building new fossil-fueled plant.
No. ENGIE will work with you to ensure that the DR scheme you participate in is suited to your site, business and everyday operations. Your core business takes priority, so we will offer a solution which earns you income without impacting your internal targets.
Our Flexible Power Response offering means that we will install all necessary equipment, for free, to enable you to participate the demand response programme best suited to your assets.
If you are unable to respond, or you choose not to, ENGIE will not impose penalties. Of course, you will lose out on income you would have earned, had you been available, but there will be no punitive charges.
As part of our Flexible Power Response offering, ENGIE will select, specify and install, in partnership with your engineering team, all necessary equipment to ensure successful interaction with the selected demand response service(s). This is undertaken by ENGIE as part of our contract with your organisation where the costs are absorbed by us. ENGIE has the experience and capability to connect directly to assets or connect to a broader controls platform i.e. BMS or SCADA. The hardware required is generally dependent on three things:
The type of demand response service your organisation is working within; The size of the loads involved; The existing plant / process controls in situ i.e. BMS or SCADA. Often part of our service offering involves the upgrade or installation of new control solutions which is undertaken by our internal Controls and Automation division. This provides added value as wider energy saving opportunities can be accomplished in the areas of building management.
How long you will need to respond for depends on the type of service you participate in. For frequency providers this can be anywhere from ten seconds to around half an hour, and depends upon your chosen response ‘trigger’ frequency. Reserve providers are usually called upon for between 1 and 2 hours, between 50 and 100 times per year.
Contact our Demand Response team at demandresponse@engie.com or speak to your account manager about the opportunities available to you.
Other
If you are experiencing an emergency with your energy supply, please contact these free 24 hour national number emergency lines
Elec: 105
Gas: 0800 111 999
What to do in the event of a possible gas leak:
- Turn off the gas at the mains supply and leave it off until the leak has been repaired
- Ensure all naked flames are extinguished
- Open all doors and windows for ventilation
- Do not operate any electrical switches
- If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually when the engineer arrives.
If the problem persists or further work is required then please call us on 0800 130 3600 during normal business hours or 01204 803 296 after normal business hours, to arrange for any necessary works to be carried out.
You should be provided with a reference number that we will need to assist you as your energy supplier, please have this to hand if you contact us regarding your emergency.
For further information please see the National Grid Website.
EQUANS is the new brand for ENGIE’s technical services such as Community Energy and Urban Energy and Regeneration activities in the UK & Ireland, now has a dedicated website at www.equans.co.uk.
We’ve recently been informed of a phishing scam, where the perpetrators are calling ENGIE customers and claiming to be their account manager. If you receive a suspicious phone call or are unsure please follow these simple steps:
Take the name of the person you are speaking to
Proceed to hang up the phone
Make sure the line is clear and contact ENGIE using the details on our website
Report the call to Ofgem
Read more about phishing scams on the government website.
Remember, never to provide personal information to anyone if you are unsure who they are.
We have recently been made aware of a website that is claiming to be ENGIE but isn’t, they are phishing for customers to request information in order to benefit from green coupons.
This is not affiliated with ENGIE so please do not provide any personal information.
If you think you are a victim of fraud or have been contacted by someone trying to scam you:
• Call Action Fraud on 0300 123 2040 or use their online form.
• In Scotland, call Police Scotland on 101.
• Always call 999 in an emergency, if you feel threatened or unsafe.
For general advice on managing unwanted calls and messages, visit the Ofcom website.
To manage unsolicited marketing and sales mailings, you can also sign up for the Mailing Preference Service. The Trading Standards Office can also give advice on setting up ‘No Cold Calling Zones’ in your local area.
If you’re not sure who your current electric/gas supplier is, you can check the links below:
What is a Feed-In Tariff?
The Feed-In Tariff is a government scheme which is accessible to small generation installations via Energy Suppliers. If you have eligible renewable energy sources at your business, like solar panels or wind turbines, the Feed-In Tariff (FIT) allows you to be paid for the energy you generate.
How do I qualify for a Feed-In Tariff?
If you’re an ENGIE customer and you have an accredited Microgeneration Certification Scheme (MCS) certificate, provided by your installer, or are an ENGIE customer with ROO-FIT accreditation you can apply. An MCS certificate is an internationally recognised quality assurance scheme that certifies both products and installation companies ensuring Microgeneration products are installed to a high standard. You need to provide an MCS certificate number as part of your application for FIT, to confirm that your system has been installed in line with the MCS installation standards. Please note FiT is closed to new entrants since 2019, so is only available to installations already accredited.
You can find out more about FIT by visiting the Energy Saving Trust website or Ofgem’s FIT pages.
For FIT Related Enquiries, please email FIT.Enquiry@engie.com or call 0113 284 5404
For FIT Meter Readings, please email these to FITMeterReadings@engie.com towards the end of each calendar quarter.