Customer Login

Every customer has one of these

All our customers have a secure area from which they can send meter readings and update their account details. They can even view bills online.

Click here to obtain login details if you don’t already have them.

Get in touch

We don’t exist to save the world, we just want the best for our customers.

We have tried to make getting in touch with us as simple as possible. Talk to a real person when you call.

Let Edd explain…

Telephone

0800 783 8851
or from
01920 486156

*Calls may be recorded for training and monitoring purposes.

Email or post

Green Energy (UK) plc
Black Swan House
23 Baldock Street
Ware
Herts
SG12 9DH

Company details

Green Energy (UK) plc,
Registered in England No. 4194006
Registered Office Green Energy (UK) plc
Green Energy (UK) plc
Black Swan House
23 Baldock Street
Ware
Herts
SG12 9DH

Meter readings

Let’s get this right and the rest is plain sailing

Let Chris explain…

Site Access Statement

My meter

By submitting regular readings you’ll help us to help you to keep your bill accurate. If you have a customer area you can save time, just login there and enter your readings.

Single Rate

Two Rate

Dual Fuel


Generation

We think the environment rocks

Recommend a friend

Help spread the word

If you like us and think what we are trying to achieve is a good idea then why not tell your friends about us.

Help us bloom

Complaints

We hope this is part of our web site that you’ll never have to visit. We work on prevention rather than cure, but if we’ve got it wrong, we want you to let us know.

Making a complaint

In the first instance call us on 0800 783 8851 or from a mobile 01920 486156 or email complaints@greenenergyuk.com

We will look into the matter and get back to you within 5 working days. If after our response you are not satisfied with the outcome or the way you have been treated then please write to:

  • The Directors
  • Green Energy (UK) plc, Black Swan House, 23 Baldock Street, Ware, Herts, SG12 9DH

In the unlikely event that our Directors cannot reach a solution that you are happy with, you can contact the Energy Supply Ombudsman. They will however refer the matter back to us if you have not first escalated the complaint through our formal channels. Their details are on the right:

Ombudsman

  • Energy Supply Ombudsman
  • P0 Box 966
  • Warrington
  • WA4 9DF

www.energy-ombudsman.org.uk

  • T: 0330 440 1624
  • Textphone: 0330 440 1600

Independent advice

For free and helpful independent advice you may wish to contact Citizens Advice

www.adviceguide.org.uk

Annual report

In 2008 new complaint handling regulations were introduced by OFGEM requiring energy providers to publish an annual complaint report.

The Complaint Handling Regulations are published on the Office of Public Sector Information (OPSI) website:

OPSI Complaint Handling Regulations

We are proud of our customer service and last year, we answered 98% of calls in 15 seconds and had only 8 cases we couldn’t resolve within 48 hours.

Our full annual complaints report can be found here .

For our latest quarterly complaints report click here.

Annual Complaints Report

We have a simple attitude…

“If we don’t know it’s bust we can’t fix it”

We strive to provide the best service we can but inevitably issues do arise.

We value customer feedback and involvement in our business; it’s essential to ensure we continue to provide what our customers want.

While some customers say they don’t want to get anyone into trouble, we see their contact as an opportunity to identify whether what they experienced was a genuine one-off or some kind of systemic failure within our procedures.

We also do our best to anticipate and minimise the reasons customers might need to contact us. It’s not that we don’t want to talk to our customers; indeed we want to engage with them as much as possible in a positive way; we do after all give free shares in the business with an open invitation to our AGM.

So we work on a philosophy of ‘prevention not cure’.

We regularly carry out what we call ‘health checks’ on customers’ accounts to ensure they don’t build up credit or debit balances and if they do accrue, we try to work with our customers to resolve them. We have introduced a new customer area to better allow our customers to manage their bills and account and we’ve even introduced Variable Direct Debits for our domestic customers so they only pay for what they consume in the month.

We don’t use answer machines, so our customers should never have to deal with a mechanical or recorded voice, it’s always a human being; even out of hours!

During the year to October 2012 we handled just over 67,000 contacts through the various media of telephone, email and post. The bulk of these were for normal day-to-day business like providing meter readings or changes of tenancy or banking details etc.

We are proud to say that over the last year we answered 98% of phone calls within 15 seconds.

OFGEM define a complaint as an expression of dissatisfaction. This definition has produced the following results:

Complaints Contacts
 –  29 143062
 –  30 137385
 –  27 165155

Looking at this we are sure we are moving in the right direction, but our ambition is to be at zero complaints so we’ll keep working on it.

We try to make it as easy as possible for customers to contact us, they can do so in a number of ways and our complaint procedure is published here .

Gas Safety Advice

If you smell gas or believe there may be a gas leak you should call 0800 111 999 immediately.

  • DO NOT use naked flames
  • DO NOT smoke
  • DO NOT turn your light switches on or off
  • DO turn off the gas control valve by the meter
  • DO open doors and windows

Faulty Appliances

If one of your gas appliances is not functioning correctly do not use it!

Turn the appliance off, and do not turn it back on until it has been checked by a Gas Safe registered engineer.

For independent advice on gas safety please visit http://www.gassaferegister.co.uk/

Carbon Monoxide

Carbon Monoxide is a highly poisonous gas, which can be emitted by appliances that have not been properly installed or serviced.

Carbon Monoxide is a colourless, odourless, tasteless gas that is produced as a by-product of the incomplete burning of carbon based fuels. It is essential that all appliances that burn these fuels are located in a well-ventilated area.

You can buy a Carbon Monoxide audible alarm, when doing this you should ensure it meets the EN50291 safety standards, and carries the Kitemark logo.

Other tell tales signs of Carbon Monoxide are:

  1. Brown/yellow sooty stains around your appliances
  2. Pilot lights that frequently blow out
  3. Heavy condensation around the appliance
  4. Fumes or smoke in the property
  5. Slow burning of solid fuel fires

Are you entitled to a free gas safety check?

You may be entitled to a free gas safety check by a Gas Safe registered engineer if:

  1. You are elderly or disabled, living alone or with others who are elderly or disabled
  2. There is a child under the age of 5 living in the property
  3. The property has not had a gas safety check in the last 12 months
  4. You do not live in a property where the landlord is responsible for arranging a gas safety check

Key services register

We realise that to some people having power is a matter of life and death. For others there are services we can provide to make life easier.

If any of our customers or members of their household fall into one of these categories please let us know and we can help.

  • Have a chronic illness
  • Are over 60 years of age
  • Are blind or partially sighted
  • Are deaf or have hearing difficulties
  • Have a form of disability or special need

We can offer a range of services from ensuring you are reconnected first in the case of a power cut to communications in large print or braille.

Please send us the details.