Energy Guide

Switching FAQ

Article updated: Tuesday 26 May, 2009

Switching your energy supplier or just your tariff is one of the easiest ways to save money on your annual energy bills. As well as saving money, you’ll also get a more appropriate service and could even be eligible for grants to improve the energy efficiency of your home.

We’ve answered your most common queries on the switching process so that you can switch and save with ease...

• 1. Is switching easy?
• 2. Can anyone switch?
• 3. Are prices rising?
• 4. How much can I save?
• 5. Do I have to cancel my direct debit?
• 6. Do I need to contact my existing supplier?
• 7. How do I make the right choice?
• 8. How do I find out who my existing supplier is?
• 9. Will there be a disruption or loss of energy?
• 10. Will it affect my heating insurance policy?
• 11. Can I switch my business' energy?
• 12. Do I have to take my gas and electricity from separate providers?
• 13. Will my special needs be catered for?
• 14. I’m on a prepayment meter. Can I switch?
• 15. Can I still switch if I’m in debt with my supplier?
• 16. How do I complain about my new supplier?
• 17. Will I be penalised?

1. Is switching easy?

All you have to do is find the right supplier and tariff for your needs and sign up. Your new supplier will contact your existing energy supplier and agree a switchover date, which will be around four weeks after you sign up. You’ll receive a final bill from your old supplier and on the switchover date your new energy provider will automatically take over your supply.

Energy switching guide >>>

2. Can anyone switch?

Yes. Although Ofgem, the energy regulator removed the 28-day rule, effectively allowing energy suppliers to tie customers into long contracts, no major provider has yet acted on this change. Most energy companies offer rolling 28-day contracts, so unless it’s been less than 28 days since you signed up with your existing supplier, you’ll be free to switch.

3. Are prices rising?

Gas and electricity prices do fluctuate. They rose steadily over a few years until early 2007 when they finally started to fall after months of lower wholesale prices. However, wholesale gas prices can be affected by many things, including politics and natural disasters, which is why some people choose to sign up to fixed tariffs at times when prices are low.

4. How much can I save?

The average family could save up to £200 on their energy bills by switching. The amount you can save depends on a variety of factors such as the amount of energy that you use and where you live. Big suppliers set their prices on a regional basis, so to get an accurate idea of the money you can save you need to do a postcode search.

Read more about How to switch energy supplier and save.

5. Do I have to cancel my direct debit?

The direct debit to your old supplier will automatically be cancelled. However, you can cancel it with your bank too if you’re concerned.

6. Do I need to contact my existing supplier?

No, your new supplier will liaise with them and agree the date for your switchover. You’ll receive a letter from your new provider welcoming you and informing you of the switch date, and a final bill from your old supplier.

7. How do I make the right choice?

There are now so many different tariffs to choose from that working out whether you want green energy, paperless billing or a dual fuel deal can be quite a headache. Using a switching service like EnergyChoices.co.uk allows you to compare all the deals available in your area and sign up online too. We also have a range of consumer guides to help you find exactly the right package to suit your needs.

Compare energy suppliers >>>

8. How do I find out who my existing supplier is?

The name of your supplier is at the top of every bill and letter you receive from them. However, if you don’t have any bills handy, you can call the meter number helpline on 0870 608 1524.

9. Will there be a disruption or loss of energy?

No. Your new and old suppliers will communicate with each other and agree a switchover date. On this date your new provider will take over your energy supply - without any break or disruption to your supply. You should take a meter reading on the day of your switch to compare against the final bill from your old supplier.

10. Will it affect my heating insurance policy?

No. You don’t have to take gas and electricity from an energy supplier to sign up for one of its heating or boiler cover policies, so switching your energy away shouldn’t cause any problems. However, if your cover was part of a deal that offered a discount when taking the energy too, you might have to pay the difference.

Boiler insurance deals >>>

11. Can I switch my business' energy?

Yes you can, however this will depend on your contractual agreement. Business contracts will usually be for a fixed amount of time. However you can find out more information on the switching process by reading our top switching tips or use our business switching service.

12. Do I have to take my gas and electricity from separate providers?

There are lots of “dual fuel” tariff available that proffer to save you more by supplying both your gas and electricity. However, do check to see if it’s cheaper to take them from separate suppliers before signing up.

13. Will my special needs be catered for?

Yes, all suppliers are bound by a code of practice to properly cater for the elderly, chronically ill and disabled. This includes special requirements for blind, partially sited and deaf customers.

14. I’m on a prepayment meter. Can I switch?

Yes. Although you won’t be able to switch online because an engineer will have to visit your home to change your meter, though you can still use our service to help you choose your new supplier and tariff.

Ofgem says that prepayment meter customers stand to make the biggest savings. This is because prepayment meters are often set at standard rates - with customers unable to take advantage of any online-only discounts or capped prices. So switching to a direct debit payment system could free up loads of spare cash.

15. Can I still switch if I’m in debt with my supplier?

If you owe your current energy supplier money, it has the right to stop you from switching, forcing you to clear your debt before you can move to a cheaper provider. If you pay by direct debit, the full outstanding balance will be taken from your account when you switch.

If you’re really struggling to pay for your energy bills you should get in touch with your supplier and explain the situation. Many have tariffs specially designed for vulnerable and struggling customers.

16. How do I complain about my new supplier?

If you experience problems with your new provider, you should first take the issue up with them. If you can’t resolve it with them, you can get in touch with Consumer Focus, the energy market watchdog, or Ofgem, the energy regulator.

17. Will I be penalised?

If you’re on a capped (fixed) price deal and want to switch before the end of the offer period, you might have to pay a cancellation fee. However, this might be less than the amount that you would save by switching so work out the difference first. Whether you’re on a capped deal or not you should make sure that you read the terms and conditions of your contract before switching, though if you’ve been with your provider for more than 28 days there shouldn’t be a problem - you could switch every six months if you wanted to.