FAQs

If you smell gas, or have a gas emergency, please call 0800 111 999 straight away. Lines are open 24 hours.

DO NOT smoke or light any flames

DO NOT turn electricity switches on or off

Open any doors and windows

If you are having ongoing gas supply issues, this is the responsibility of our supply networks. You can find all their details in our Customer Promise document here.

View our Gas safety advice here.

In an emergency, please call 105. Lines are open 24 hours.

If you are not in danger, then you can search for your local operator to get the latest updates on power cuts in your area by visiting www.powercut105.com/findoperator.

If you are having ongoing electricity supply issues - such as a fallen tree or bad weather conditions - this is the responsibility of the supply networks. You can find the details of your local distribution network operator on our Customer Promise document here.

Please call or email our customer service team if it is during our opening hours.

t: 0808 175 4975

e: metering@100green.com

For out-of-hours emergencies, please contact our metering partner, SMS plc

t: 0141 2493999 (option 2)

e: emergency@smsplc.com

You can find out more about emergency credit and other prepayment related questions on our prepayment page here.

If the National Grid and UK Government instruct an emergency disconnection, knowing your rota disconnection code will help you understand if you're impacted.

You can find yours on your bill. It will be in a box underneath your supply address on the front page.

Alternatively, you can visit www.powercut105.com and search for yours using your postcode.

We're here to take your calls or answer your emails between:

8am and 8pm every weekday and
9am till 1pm every weekend
(excluding public holidays)

Phone us:

We have tried to make getting in touch with us as simple as possible and you’ll always talk to a real person when you call.

Call 01920 486156

Email us:

We'll respond swiftly (usually within 24 hours) and do all we can to help.

hello@100green.com

Call us old fashioned but we still believe the best way to answer a question or resolve an issue is to speak with a real person. That’s why we provide a phone–first service.

Our aim is to answer all calls as quickly as possible – usually in less than 10 seconds.

We don’t have call menus or automated call waiting systems. Just real people, picking up the phone.

See our opening hours.

If you contact us out of office hours and leave a message, one of our team will aim to call or email you back the next working day.

Our Customer Promise document sets out the minimum standards you can expect from us and our industry partners.

It also includes some handy information on your energy meter, what to do in an emergency, as well as helpful advice about keeping on top of your energy bills.

You can download the full document here.

You can also download the latest leaflets from the Citizen's Advice website here, which explain what your rights are in a changing energy market. Or click the links below.

Know your rights:

England, Wales and Scotland version 117 KB

England and Wales version 67.5 KB

Scotland version 114 KB

Welsh version 67.1 KB

Hopefully this won’t happen - but sometimes issues do crop up. Please let us know if something has gone wrong by calling us or emailing us.

To make sure your complaint is dealt with appropriately, the best thing to do is follow the steps outlined on our complaints page here.

When you joined, you will have received an email with a link to login to your account for the first time. If you’ve never logged in, then just let us know and we can re-send the email.

We use a secure method to log you into your account each time by sending a unique link to your email address. Clicking on this link will log you straight in.

You can login here.

If you have an iPhone you can download the app from the App Store

If you have an Android device, you can download the app from Google Play

To find out more about our app, click here.

The Priority Services Register gives you access to a range of services such as making sure you’re one of the first to be reconnected in the case of a power cut, or sending you communications in large print or braille.

Visit our Priority Services page for more information on how to be placed on the Priority Services Register.

Yes we do. The Priority Services Register (PSR) is a free service that is overseen by our industry regulator, Ofgem. It is used to make sure the correct support is given to people who need it.

Not just support from us, but all our industry partners including meter readers and your energy distributor who is responsible for your supply in the case of emergency.

For more information visit our PSR page.

Please accept our sincere condolences for your loss. Our dedicated Customer Support team is here to help you through the next steps and make things as easy as possible for you.

You can use the form here to let us know at any time.

Yes of course – the easiest thing to do is to give us a call and we’ll talk it through on the phone (unlike many energy suppliers, we will pick up within a few rings). If it’s out of hours, then just take a picture of your meter and email hello@100green.com and we’ll endeavour to come back to you the next working day.

Please speak to us as soon as possible and we can discuss ways that we can help.

We understand that there may be times when some of our customers find it difficult to keep on top of their energy bills. We can discuss a payment plan with you to help manage your bills or refer to you an independent source of free help and advice. Or you can look at the government support available here.

If you would like to have a chat, just give us a call on 0808 175 4975.

Let us know if you are moving out. If you give us your new supply address, we can continue to provide green energy to your new home or business premises.

Simply login to your account and fill in the moving house form and let us do the hard work for you.

If we fail to meet our response targets, then you may be entitled to claim £30 compensation.

If you believe we have failed to deliver against our customer service targets, then email hello@100green.com or call 01920 486 156 and we will endeavour to put things right.

Welcome! The first thing that will happen is you will receive an email from us confirming your details. If any information is missing, we will contact you to fill in the gaps.

We are required by Ofgem (our industry regulator) to action your switch efficiently and that is what we aim to do.

Once you have given us all the information we need, we will contact your old supplier on your behalf and let them know that you are moving to 100Green.

As soon as we have had confirmation that your old supplier has released your account, we will contact you again to confirm that your supply is being switched over to us.

When you sign up via our website, we will begin the switch straight away. Assuming you don’t have an outstanding balance with your previous supplier and we have all the information we need, your switch should take place within 5 working days.

Sometimes it can take longer if more information is needed or your existing supplier has objected to the switch.

If your old supplier blocks your proposed transfer to us, then we’ll let you know.

Unfortunately, they don’t tell us why due to data protection laws, so you should contact them to find out why they have objected.

The reason might be that you have an outstanding balance on your bill with them. This needs to be settled before we can switch your supply to us.

No, your current supplier will be told automatically, as part of the switching process.

If your supplier blocks your switch then we may advise that you contact them to resolve any outstanding queries on your account – we’re not allowed to do this on your behalf due to the data protection act.

Yes, there is a 14 day cooling off period. You can request that we don’t start your switch until after this period is up. However, you are still entitled to change your mind within 14 days even if we do start the switch straight away.

In theory, yes. And we will always attempt to connect to any Smart Meter we inherit. However if your meter is an older generation meter it is likely we will need to upgrade it – which we can do at no cost to you.

Sometimes even the newer models can be a bit temperamental and we may need to swap it our for a new one.

Either way, we are here to help and make your switch as smooth as possible.

There are a few common reasons why we may temporarily stop you moving to another supplier. These may include:

• You have an outstanding balance with us and we need this settled before you go
• Your new supplier has been given a different meter number to the one we have
• We didn’t know that you had moved into a new house and adopted the supply there

Just drop us an email or give us a call. Whilst we’ll be sad to see you go, we’ll do our best to help you resolve any switching issues.

Let us know if you are moving out. If you give us your new supply address, we can continue to provide green energy to your new home or business premises.

Simply login to your account and fill in the moving house form and let us do the hard work for you.

Put simply; because the amount of energy you use every month changes

1. If you are on a Variable Direct Debit: the amount you pay will change each month because you are paying for the amount of energy you use during that period. It is a good way to make sure you don’t build up a debit or credit on your account
2. If you pay by Fixed Direct Debit: the amount you pay may change throughout the year because whilst we can tell you how much every unit of energy costs, we cannot tell you how many units you will use. That all depends on your appliances and consumption in your home.

We carry out a review of how much you are paying every 3 months and if it looks like you consumption does not match your Fixed Direct Debit amount (i.e. you are paying too much or too little) we will let you know and adjust your Direct Debit amount accordingly.

You will tend to use more energy in the winter and less in the summer.

The most accurate way to know how much energy you are using is to make sure we have your latest meter readings. If you have a Smart Meter installed, your meter will send these automatically to us. We can organise the installation for you for free.

Having a Smart Meter also lets you see our Energy Insights feature on our app. This will help you understand not just how much electricity you are using but what’s using the most electricity in your home. Find out more about Smart Meters and our app here.

We believe that the more people are aware of how much energy they are using, the better we’ll be at fighting climate change - as well as managing how much we spend.

You can read more about managing your energy consumption here.

If you think your account is in credit, we may ask you for an up-to-date meter reading and then review your account. If we owe you a re-fund, we won’t keep you hanging around. We’ll credit your bank account within 10 working days.

Fixed Direct Debit customers: When we set your Direct Debit, we take into consideration your estimated annual energy consumption and then average your spend across the year. You’ll use more energy during the winter months and often catch up with fixed payments during the warmer months.

We carry out a review of how much you are paying every 3 months and if it looks like your consumption does not match your Fixed Direct Debit amount (i.e. you are paying too much or too little) we will let you know and adjust your Direct Debit amount accordingly.

If you pay on receipt of your bill then you can pay any outstanding balance by logging into your customer area.

Please speak to us as soon as possible and we can discuss ways that we can help.

• Some households can take advantage of energy schemes and Government initiatives
• We can provide you with clever energy saving tips that go a long way to helping you save money on your bills
• We can discuss a payment plan with you to help manage your bills
• We can provide you with information on where to get free, independent help and support
• We can refer you to our partners, Stepchange who can provide independent free, expert debt advice.

If you would like to have a chat, just give us a call on 0808 175 4975.

Should you be in financial difficulty and would like some independent advice, there are a range of organisations available to help you.

StepChange offer a wide range of debt solutions to help you, no matter what you're dealing with. You can find out more here: www.stepchange.org or contact us and we can refer you directly to them.

For free and helpful independent advice, you may wish to contact Citizens Advice on 0808 223 1133. Lines are open Mon–Fri, 9am–5pm and all calls are free. Or visit: www.citizensadvice.org.uk/consumer/energy/energy-supply/

The Money & Pension Service is an arm’s-length body, sponsored by the Department for Work and Pensions, with a joint commitment to ensuring that people throughout the UK have guidance and access to the information they need to make effective financial decisions over their lifetime. If you would benefit from their assistance more details can be found at https://moneyandpensionsservice.org.uk/

For Energy Saving Advice to help reduce your bills, or to find any social, financial or energy efficiency programmes you may be entitled to, please visit https://www.simpleenergyadvice.org.uk/ or https://www.gov.uk/improve-energy-efficiency

For information regarding ‘Breathing Space’ debt respite you should contact an FCA authorised debt advice provider or your local authority.

Unlike lots of other small energy suppliers, we bill in arrears – that means we send you a bill after you have used your energy.

So, when you sign up to 100Green, we won’t take any money from you until we’ve delivered you a service. Which we believe is only fair.

Direct Debits are paid from your account every month and, if you pay by variable Direct Debit (all new customers will pay via this method), then you’ll receive a bill every month.

If you currently pay by Fixed Direct Debit then you’ll get a bill every quarter (but you will continue to pay your Direct Debit monthly)

If you pay on receipt of your bill then you will get a bill every month and need to log into your customer area to pay. Remember that you will save money and benefit from lower rates if you set up a Direct Debit.

One other thing – please do pick paperless e-billing – it really is the best way for us to communicate with you efficiently and it saves on paper waste. Let us know either via your customer area or just drop us an email at hello@100green.com

A variable Direct Debit means that your payments change each month in line with how much energy you are using, and we’ll send you a monthly invoice.

Your energy usage will also vary throughout the year. We believe that the more people are aware of how much energy they are using across the seasons, the better we’ll be at fighting climate change - as well as managing how much we spend.

That’s why we now only offer a variable Direct Debit to new customers. So you just pay at the end of the month, for the energy you have used.

Just remember to submit your meter readings via your online area each month so your bill is accurate (unless you have a Smart Meter which will do this automatically for you)

A fixed Direct Debit means that we estimate the amount of energy you would use over a year and divide by the 12 months to get the same single payment each month. So in the summer you build up some credit on the account which would be used to cover the extra energy you use during the winter months.

You will receive a quarterly invoice.

If you can send us regular meter reads this helps us to ensure the Direct Debit is set at the right amount.

Remember, if your energy usage changes, we will need to adjust your direct debit amount.

We carry out a review of how much you are paying every 3 months and if it looks like your consumption does not match your Fixed Direct Debit amount (i.e. you are paying too much or too little) we will let you know and adjust your Direct Debit amount accordingly. We’ll usually send you a credit (if your energy usage has gone down) or a catch-up bill (if your energy usage has increased).

Unfortunately not. A fixed Direct Debit doesn’t guarantee your bill will stay the same throughout the contract because the amount of energy you use is likely to fluctuate. We are keen that you don’t build up too much credit (because we are sure you have far more exciting ways to spend the money!) and similarly we don’t want you to owe us money because this usually results in an unexpected catch up bill.

So we offer a variable Direct Debit to new customers because we strongly believe that this is the best way to manage your energy account. You’ll pay for what you use each month and avoid the surprise of an unexpected catch-up bill.

Our team can offer free, impartial advice on energy saving and reducing energy waste.

We’re full of ideas to help you shrink your bills while cutting your carbon emissions at the same time.

For starters, it’s recommended to keep your home at a temperature of between 18-21°C, so our advice generally focuses around the insulation of your home.

We can point you toward relevant schemes to help you have a warm comfortable home while using the least amount of energy possible.

Or you can take a look at our seasonal blogs which are full of ideas on saving energy:

• Saving energy in the summer
• Saving energy in the autumn
• Christmas energy saving tips
• Winter energy saving tips

Alternatively you can visit the official Government Help For Households website for handy tips and advice.

Yes, we do. If you qualify, you will receive a letter from DWP this winter giving you more information and whether you need to take any action.

For more information on the Warm Home Discount Scheme please see our further FAQs below or visit: https://www.gov.uk/the-warm-home-discount-scheme

The Warm Home Discount is a government scheme which offers a reduction in winter energy bills for qualifying customers.

We will credit a one–off payment of £150 to your Account to help you with the costs of your winter period energy bills.

If you meet the eligibility criteria set out on https://www.gov.uk/the-warm-home-discount-scheme and were a 100Green customer on the 13 Aug 2023 and your name (or your partner’s) was on the bill at this time, then you qualify for the scheme.

Usually you don’t need to do anything; we are told by the Department for Work & Pensions (DWP) who is eligible and we’ll let you know that we are applying the discount to your account.

But, in some cases, you may need to phone a helpline in order to confirm your details.

If you qualify, you will receive a letter from DWP between November and December 2023 giving you more information and whether you need to take any action.

We’re always ready to answer any queries you may have. Just give us a call on 01920 486156 or drop us an email on hello@100green.com

For more information on the Warm Home Discount Scheme please visit: https://www.gov.uk/the-warm-home-discount-scheme

The Energy Price Guarantee was introduced by the government to limit the amount you can be charged per unit of gas or electricity whilst wholesale prices were considered to be unaffordable for the average household. It remains in place should the average household bill rise above £2,500.

Currently this is not the case, which means additional government support is not required. But the scheme remains active until April 2024 should energy prices rise again.

For more information on the support available to households to help with the cost of living, visit the Government’s Help For Households website.

The Energy Price Guarantee was introduced in October 2022 to protect millions of households from the historically high cost of energy. Since then, wholesale energy costs have fallen.

From the 1 July, the Ofgem energy price cap, will be lower than the Energy Price Guarantee. This means households will pay the lower rate set by the Ofgem price cap and will no longer receive an Energy Price Guarantee discount on their gas and electricity bills.

The Energy Price Guarantee will remain in place as a safeguard until March 2024 should wholesale prices increase significantly during this period.

The Ofgem energy price cap and Energy Price Guarantee work together to protect consumers.

The Ofgem energy price cap sets a maximum price that energy suppliers can charge consumers for each unit of energy they use.

Due to the soaring cost of energy, the Energy Price Guarantee temporarily applied a discount to the Ofgem energy price cap to reduce a typical household energy bill to around £2,500 per year.

From the 1 July, the Ofgem energy price cap will be below the Energy Price Guarantee and households will now pay the lower level set by the price cap.

Together, the Energy Price Guarantee and Energy Bills Support Scheme has covered around half of a typical household energy bill this winter, and by the end of June will have saved a typical household around £1,500.

This means all households have paid less for their energy bills than they would have otherwise with no government intervention.

Government is working with consumer groups and industry to explore the best approach to consumer protection from April 2024, including options such as social tariffs. Further information will be provided in due course.

From the 1 July, the Ofgem energy price cap will be lower than the Energy Price Guarantee, reflecting recent falls in wholesale prices. This means all non PPM households will no longer receive a unit rate discount on gas and electricity bills. Customers who entered into higher fixed rate contracts before October 2022 that are above the Ofgem energy price cap may therefore see an increase in their energy bills due to the return to the original fixed unit rate. Any transfer to a different tariff or waiving of exit fees is a matter for suppliers.

Further information on the Energy Price Guarantee is available on the GOV.UK website by searching ‘Energy Price Guarantee GOV.UK’ [this phrase can be searched in a browser].

Yes. The Alternative Fuel Payment (AFP) will provide a £200 payment during February 2023, to UK households that use alternative fuels for heating instead of mains gas. This includes, for example, heating oil, LPG, coal, and biomass.

If you are a 100Green customer, we will have written to you to confirm that you are eligible during February 2023.

Please contact us if you believe you have not received this payment and are entitled to it.

The Energy Bills Support Scheme (EBSS) has now ended.

The EBSS was a £400 Government funded discount on energy bills for households in Great Britain from October 2022. This automatic, non-repayable discount was applied in six instalments between October 2022 and March 2023 to help households through the winter.

Yes. However, the Energy Bills Relief Scheme (EBRS) for businesses has now ended. This was designed as a temporary six-month measure to protect non-domestic consumers from soaring energy costs, cutting the cost of power bills and providing them with the certainty they needed to plan through the acute crisis this winter. The scheme came into effect on 1 October 2022 and was always intended to run until 31 March 2023.

The new scheme is called the Energy Bills Discount Scheme. It is designed to strike a balance between supporting businesses over the next 12 months and limiting taxpayer’s exposure to volatile energy markets, with a cap set at £5.5 billion based on estimated volumes.

The EBDS will run for 12 months from 1 April 2023 to 31 March 2024.

A higher level of support will be provided to non-domestic customers in the sectors published here due to their Energy and Trade Intensive nature. To receive this higher level of support, you will need to register via a digital portal on the EBDS gov.uk page.

For the latest, general information on the scheme, please visit the official government website here.

If you would like to understand what this discount may mean for your commercial energy prices, please contact us on business@100green.com

To find out how the government is supporting households through the current cost of living crisis, please visit https://helpforhouseholds.campaign.gov.uk

If you are concerned about paying you energy bill please let us know – our team can offer help and advice.