How can we help?

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 falls under the responsibility of our supply networks. You can find all their details in our Customer Promise document here.

View our Gas safety advice here.

Please call 105. Lines are open 24 hours.

If you are having ongoing electricity supply issues - such as a fallen tree or adverse weather conditions - this falls under the responsibility of our supply networks. You can find their details on our Customer Promise document here.

If you are a new customer, then your username will be GE followed by your account number. We will have sent you your password via email when you joined.

If you are an existing customer, then you may have changed your username to something more memorable.

If you have forgotten your username or password, please use the reset / recover my account button.

If you are having trouble just call us on 01920 486156 or email hello@geuk.com and we’ll be happy help.

We’re here to take your calls and answer emails between 8am and 5pm, Monday to Friday.

Phone us

We have tried to make getting in touch with us as simple as possible – so you will 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@geuk.com

Write to us

There’s nothing like a good old fashioned letter – and we love to receive them from our customers!

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

You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use. Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

You can download the latest leaflets from Citizens Advice which explain what your rights are in a changing energy market.

• Know your rights in a changing energy market—England, Wales and Scotland version  117 KB
• Know your rights in a changing energy market—England and Wales version  67.5 KB
• Know your rights in a changing energy market—Scotland  114 KB
• Know your rights in a changing energy market—Welsh version  67.1 KB

Sometimes a situation calls for a little more formality.

Registered in England No. 4194006

Registered Office:

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

We aim to answer all calls as quickly as possible and our records show that over the last year, when called within office hours, one of the team have picked up the phone within an average of 8 seconds.

If you call out of office hours and leave a message, one of our members of staff will endeavour to call you back the next working day.

If we can’t resolve your query over the phone, we will investigate further and then contact you with an answer or solution. This will usually be the same day; but even if we require further information, we aim to resolve the query within three working days.

Please visit our Energy Meter page here.

We have put together a helpful guide to understanding your traditional prepayment meter here.

Yes! Our green energy app is available for download onto your smartphone, giving you easy access to your account, wherever you are.

Click here to find out more information

Yes! If you want your business to do more for the environment changing to a renewable supplier is one of the simplest steps you can take.

Simply call us on 01920 483043 or email us at hello@geuk.com

Don’t worry. The entire industry is regulated by Ofgem (Office of Gas and Electricity Markets), who ensure that customers of all energy suppliers receive a reliable and uninterrupted supply.

We can offer a range of services such as ensuring you are 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

We strive to provide the best service we can, but inevitably issues do arise. Please let us know if something has gone wrong by calling us or emailing us.

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

Of course! Our energy meter FAQs can be found on our meter readings page here

Or you can drop us an email at metering@geuk.com or call the team on 01920 486 156

Do you offer the Warm Home Discount?

Yes we do.

What is it?

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

How does it work and do I qualify?

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

As a voluntary participant of the scheme, Green Energy only offers the Warm Home Discount to customers who qualify as part of the ‘core group’.

If you meet the eligibility criteria set out on www.gov.uk/the-warm-home-discount-scheme date, were a GEUK customer on the 21st August 2022 and your name (or your partner’s) was on the bill at this time, then you qualify for the scheme.

What do I need to do to claim Warm Home Discount?

In most cases you will need to do nothing, we will simply apply the discount to your account.

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

If you qualify as part of the core group, you will receive a letter from DWP between November and December 2022 detailing more information and whether you need to take any action.

We are always available to answer any queries you may have. Just give us a call on 01920 486156 or drop us an email on hello@geuk.com.

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

Welcome! The first thing that will happen is you will receive an email from us confirming your details. (We may send a letter if you didn’t supply us with an email address).

If any information is missing, we will contact you to fill in the gaps.

When you join us, there’s a two-week cooling off period before we take your supply over. Assuming you’re still happy to switch to us after this period, and there are no issues with the information you have supplied, then we will aim to get you switched over within 21 days

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 Green Energy UK.

As soon as we have had confirmation that your old supplier has released your account, we will contact you again to let you know the exact date that your supply starts with us.

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.

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.

If you believe your account is in credit, we may ask you for an up-to-date meter reading and conduct a review of your account. If we owe you a re-fund we will credit your bank account within 10 working days.

It might be that you are using more energy and we need to adjust your direct debit. Remember, you will use more energy during the winter months and often will catch up with fixed payments during the warmer months.

You can call us on 01920 486156 or email hello@geuk.com and we’ll be happy to discuss how we can rectify the balance.

In the first instance, please speak to us as soon as possible and we can discuss ways that we can help. You can call us on 01920 486156 or email hello@geuk.com.

We appreciate that there may be times when some of our customers find it difficult to keep on top of their energy bills. In response, we have drawn up a four-stage process to help customers who might be struggling.

• Our trained team can provide you with clever energy saving tips that go a long way to helping you save money on your bills
• Some households can benefit from energy schemes which we can provide guidance on
• We can discuss a payment plan with you to help manage your bills
• We proactively seek to help any customers who are vulnerable

If you would like to have a chat just give us a call on 01920 486 156.

Alternatively, you can contact Citizens Advice for help with your bills or meters, or if you’re struggling to pay for the energy you use.

Citizens Advice are the official source of free and independent energy advice and support.

Go to: www.citizensadvice.org.uk/energy

Or contact the Citizens Advice consumer service: 0808 223 1133 Mon–Fri, 8am–5pm

All calls are free.

You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use. Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

You can download the latest leaflets from Citizens Advice which explain what your rights are in a changing energy market.

• Know your rights in a changing energy market—England, Wales and Scotland version  117 KB
• Know your rights in a changing energy market—England and Wales version  67.5 KB
• Know your rights in a changing energy market—Scotland  114 KB
• Know your rights in a changing energy market—Welsh version  67.1 KB

Unlike lots of other small energy suppliers, we bill in arears – after you have used your energy. So, when you sign up to Green Energy UK, we won’t take any money from you until we have delivered you a service.

Direct Debits are paid from your account every month. Depending on what option you chose when you signed up, we will either send you a statement every quarter or every month, so you can see how much energy you have used.

If you want extra brownie points (or green points!) why not opt for paperless e-billing and save using any paper. Just let us know what your email address: hello@geuk.com

You can find the rates we charge you for your tariff either on your bill or in your customer area on our website

Yes, all our energy usage is charged by the kilowatt-hour, plus a standing charge to ‘distribute’ energy to your home.

Making price comparisons can be difficult and confusing, so we’ve tried to make our bill as simple and transparent as possible.

You can also view your tariff rates in your customer area

A fixed Direct Debit means that we estimate the amount of electricity you would use over a year and divide by the 12 months, providing you with the same single payment each month. This means that in the summer you build up some credit on the account which helps people budget for the extra electricity used over the winter period.

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.

This type of payment is great for people who want to budget for their expenditure every month without fluctuations in their bills.

Note that if your energy usage changes, we will need to adjust your direct debit amount. 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)

A variable Direct Debit means that your payments change each month in line with how much electricity you are using and we’ll send you a monthly invoice. We ask you for a meter reading at the end of every month to ensure correct billing. Having regular meter readings means that our estimates are still very accurate even in the months when you might not be able to send us a reading (holidays for example).

This type of payment is good for people who want to avoid building up a credit or a debit as you only pay for the electricity you use as you are using it.

Your bills may change depending on how much energy you are using.

It’s worth checking what is currently in use or any new appliances you have introduced since you last had a bill. It might be that you are using more or less energy than before.

Alternatively, we may not have had a reading for some time and had to estimate the amount of energy you have used. This means you may end up paying too much or too little.

We don’t want to over or undercharge our customers so we regularly ask our customers to send us a reading (at least once a quarter) but you can send them as often as you like. Regular readings keep your bill up to date so you only pay for the electricity you use.

You can give us a reading in in a number of ways:

• By visiting your customer area here
• Via your smart phone on our energy App
• New customers may need to use the form here if you have not yet activated your online account
• By calling us on 01920 486 156.
• By email with your name and account number hello@geuk.com

If you would like any data relating to your account the vast majority of this can be found in your online customer area. If you require information not available in your customer area let us know and we will email this to you within 2 working days.

The Green Energy UK staff have undergone extensive training from the Energy Saving Trust so that we can offer free, impartial advice on energy saving and reducing energy waste.

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

It is recommended that your home stays at a temperature between 18-21°C, therefore our advice generally centres around the insulation of your home. We can direct you toward the relevant schemes to help you have a warm comfortable home while using the least amount of energy possible.

We can explain all the options open to you to enable you to make informed decisions on how you would like to heat and power your home. We can also offer advice on cutting costs and emissions at your place of work.

If you would like to have a chat just give us a call on 01920 486 156.

You do not need to apply, and there’s no need to contact your energy supplier.

For consumers in England, Scotland and Wales who pay for their energy through a monthly, quarterly or other regular bill, the Energy Price Guarantee will be applied when your bill is calculated.

Yes, energy suppliers will adjust fixed tariffs automatically. Customers on fixed tariffs do not need to take any action to get the benefits of this scheme. Any transfer to a different tariff is a matter for suppliers.

For customers on fixed rate tariffs, a ‘floor’ unit price for gas averaging at 10.3p/kWh and for electricity averaging at 34p/kWh for direct debit customers will also come into effect on 1^st October 2022. There is a floor price because some people will have fixed at much lower prices some time ago, meaning their annual payments will already be below the £2,500 average set by the Energy Price Guarantee.

Unit price reductions of up to 17p/kWh for electricity and 4.2p/kWh for gas will apply to fixed tariff customers to bring their rates down to, but not below, the floor unit price. Customers on fixed rate tariffs that are already below the floor unit prices will continue to enjoy those low rates, but will not receive a further discount for the duration of their fixed term.

For the small number of consumers who fixed at a high rate exceeding the October Ofgem price cap of £3,549, they will receive the full discount of 17p for electricity and 4.2p for gas. However, given the higher starting point, their fixed rate tariff will still have a unit rate that is above the EPG rates. This will ensure that a fair price is paid by everyone.

The average unit price for dual fuel customers paying by direct debit will be limited to 34.0p/kWh for electricity and 10.3p/kWh for gas, inclusive of VAT, from 1^st October.

These unit prices have been passed to suppliers to ensure that they are used to calculate bills on time for 1^st October.

Energy suppliers will adjust standard variable tariffs automatically. Customers on standard variable tariffs do not need to take any action to get the benefits of this scheme.

Yes, for pre–payment meter customers, the Energy Price Guarantee will be applied to the rate you pay for each unit of energy, so the money you put on the meter will last longer than would otherwise have been the case this winter.

As is the case with the ‘price cap’ under the Energy Price Guarantee there will continue to be a small difference between the unit cost for a pre-payment meter customer and other bill payers.

Average standing charges will remain in line with the levels set by Ofgem for the default tariff cap from 1^st October, at 46p per day for electricity and 28p per day for gas, for a typical dual fuel customer paying by direct debit.

The Energy Price Guarantee is applied per unit of gas or electricity used for households with a domestic electricity connection, so will be applied if your landlord has a domestic electricity contract with a licensed electricity supplier.

Your landlord may be reselling the electricity to you based on your usage, in which case:

• they must comply with the maximum resale price rules which say they must not make a profit.
• the maximum resale price for electricity is currently set at the same price as that paid by the person reselling it (see Ofgem’s guidance on ensuring customers are being charged no more than they should).

Your landlord may charge an ‘all inclusive’ rent, where a fixed cost for energy usage is included in your rental charges, in which case:

• they are encouraged to come to an agreement with you on the Energy Price Guarantee in line with the arrangement in your tenancy agreement, and we are exploring a full range of options to ensure this happens, including using the planned emergency legislation.
• the landlord’s fixed charge may already provide you with similar protection from the impact of energy price increases.

Providing support to businesses:

While the majority of UK non–domestic customers are on fixed price energy deals, some are not. Businesses did not benefit from the Ofgem price cap and there was a risk that some would fall through the gap, unable to fix their energy price and unable to access the kind of support we are making available to households.

A new 6 month scheme for businesses and other non–domestic energy users (including charities and public sector organisations like schools) will be offered support as is being provided for consumers.

After this initial 6 month scheme, the government will provide ongoing focused support for vulnerable industries.

There will be a review in 3 months’ time to consider where this should be targeted to make sure those most in need get support.

Further details will be published shortly.

This scheme has now ended.

The Energy Bills Support Scheme delivered a £400 non–repayable discount to eligible households to help with energy bills from October 2022 for 6 months.

It was an £11.7bn scheme which forms part of the £37bn cost of living assistance package for consumers over winter 22/23.

The scheme helped around 29 million households across Great Britain.

The Alternative Fuel Payment (domestic) scheme is delivering £200 to households who use alternative fuels such as heating oil, liquefied petroleum gas (LPG), coal or biomass, helping around 2 million off–grid households to meet their energy costs this winter. The scheme particularly supports households in rural areas that are not connected to the gas grid.

The vast majority of eligible households have received the payment automatically via their electricity supplier during February. Most households do not need to take any action to receive the support.

A small proportion of households will need to apply for the AFP, for example if they do not have a relationship with an electricity supplier. Applications for the Alternative Fund opened on 6 March through a GOV.UK portal which includes an overview of eligibility and what applicants need to do to apply for support. Households that use alternative fuels as their main heating source are eligible and applicants will have to provide evidence of this fuel use by submitting receipts showing purchase.

To combat fraud and phishing attempts, Government will never provide any links to the application portal, or directly ask individuals to apply for their support. As some eligible households will include vulnerable individuals, we believe it is important to adopt this approach to reduce their exposure to scams.

Government has produced a list of eligible Meter Point Administration Numbers (MPANs) and told electricity suppliers to pay those customers. MPANs are unique codes assigned to everyone’s electricity supply.

Government determined if an MPAN was eligible by taking a list of all domestic MPANs and removing those which are in on gas grid postcodes or where the local area predominantly uses electricity for heating, as defined by the most recent Census in their area.

Because there is no central register of homes which use alternative fuels to heat their homes, it is inevitable that some electrically heated homes will be included in the payment.

Domestic electricity suppliers were legally obligated to provide an AFP to all their eligible customers and had until the end of February to do this.

If a customer thinks they should have received a payment from their electricity supplier, they should check their electricity account online in the first instance and, if necessary, contact their electricity supplier.

A small proportion of eligible households will need to apply for the AFP. A person will not receive an automatic payment if:

• Households in their postcode are on the gas grid;
• Households in their area predominantly use electricity for heating; or
• They do not have a direct relationship with an electricity supplier.

To check eligibility and apply, people need to search for ‘Apply for the alternative fuel bill support if you do not get it automatically’ in the search bar on GOV.UK or in an internet search engine. For those without online access, the contact centre helpline can be reached on 0808 175 3943 where a representative will guide them through the application process. The helpline is open 8am to 6pm on Monday to Friday.

Applicants will have to provide evidence to demonstrate use of alternative fuels as their main heating source. This will require applicants to submit receipts to show the purchase of alternative fuel(s).

All applicants will need to provide an email address and phone number, if they have one, along with bank account details. Applicants who are not registered for Council Tax will also need to provide proof of address, such as a bank statement or tenancy agreement.

Local authorities are asked to ensure that eligible applicants receive payments within 30 working days of the initial verification checks being completed.

The EBDS replaces the Energy Bill Relief Scheme which supported businesses and organisations between 1^st October 2022 and 31^st March 2023.

The new Energy Bills Discount Scheme will commence on 1^st April 2023 and run until 31^st 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.

The scheme is made up of 3 different parts:

• The baseline discount will provide some support with energy bills for eligible non-domestic customers in Great Britain and Northern Ireland – this support will be applied automatically.
• The Energy and Trade Intensive Industries (ETII) discount will provide a higher level of support to businesses and organisations in eligible sectors – you will need to register to get this support.
• The Heat Network discount will provide a higher level of support to heat networks with domestic end consumers – you need to register to get this support.

Most eligible non-domestic customers receiving the baseline discount should expect to see it in their May bill.

You should continue to pay your bills as normal until the discount is applied.

Eligible non-domestic customers will receive a per–unit discount to their energy bills during the 12–month period from April 2023 to March 2024.This is subject to a maximum discount.

The relative discount will be applied if wholesale prices are above a certain price threshold. For most non-domestic energy users in Great Britain and Northern Ireland these threshold prices and maximum discounts have been set at:

• Electricity – £19.61 per megawatt hour (MWh) with a price threshold of £302 per MWh.
• Gas – £6.97 per megawatt hour (MWh) a price threshold of £107 per MWh.

The discount is calculated as the difference between the wholesale price associated with an energy contract and the price threshold. The discount is phased in when the contract’s wholesale price exceeds the floor price, until the total discount per MWh reaches the maximum discount for that fuel. The discount is only applied to the wholesale element of the bill and therefore the final per unit price paid by non-domestic customers will differ as it includes other costs such as network charges and operating costs, which is why it is important you continue to shop around to find the best deal.

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.

To be eligible for the higher level of support you must meet the following criteria:

• Be on a non-domestic contact from a licensed energy supplier.
• Be on an existing fixed price contract agreed on or after 1^st December 2021, signing a new fixed contract, a deemed contract, on a flexible purchase (or similar) contract, or a variable ‘Day Ahead Index’ tariffs (Northern Ireland only).
• Operate primarily within an eligible sector. Operating primarily within an eligible sector means that 50% or more of the organisation’s revenue for the financial year 2021/22 fell within an eligible sector. The list of SIC codes available here acts as a proxy for the sectors eligible for the higher level of support.
• The organisation physically consuming the energy will need to be the one to apply for the higher discount.
• For Local Authority entities, eligibility will be determined at a premise level. Where there are no relevant accounts, the Local Authority will be required to declare that at least 50% of the space is taken up by operations within an eligible sector.

Eligible organisations will need to apply for the higher support via a digital portal that will open on the EBDS gov.uk page in early April. Organisations will need to provide information on their organisation, energy supplier, relevant energy supply contract(s) references and applicable metre point references. Register here.

The higher level of discount will apply to 70% of energy volumes and will be subject to a maximum discount of £40.00/MWh for gas and £89.10/MWh for electricity. The universal level of support will be automatically applied for the remaining 30% of energy volumes. The discount is likely to show up as one line on your bill as suppliers will do one calculation for the overall discount you are owed.

The Heat Network discount will provide a higher level of support to heat networks with domestic end consumers – you need to register to get this support.

Eligible organisations will need to apply for the higher support via a digital portal that will open on the EBDS gov.uk page in early April. Organisations will need to provide information on their organisation, energy supplier, relevant energy supply contract(s) references and applicable metre point references.

The government will determine eligibility based on the application. In some instances, further validation of eligibility may be required meaning that the organisation will be asked for additional information. The government will use Companies House data, eligibility for other Energy Intensive Industry (EII) compensation schemes and other data sources to make the initial determination.

Energy suppliers will not be able to apply the ETII discount rate until eligibility has been confirmed by the Department for Energy Security and Net Zero through this process.

If you have any questions get in touch with us on ebrs@beis.gov.uk.

You should notify us if your supply or billing address changes. If you provide us with 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 or give us a ring on 01920 486156 or drop us an email hello@geuk.com

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 contact our dedicated team directly, on 01920 486156 between 8am and 5pm Monday to Friday. Alternatively, you can email us at hello@geuk.com.

Or you can complete our form here so we can organise affairs on your behalf.

In the first instance, please speak to us as soon as possible and we can discuss ways that we can help. You can call us on 01920 486156 or email hello@geuk.com.

We appreciate that there may be times when some of our customers find it difficult to keep on top of their energy bills. In response, we have drawn up a four-stage process to help customers who might be struggling.

• Our trained team can provide you with clever energy saving tips that go a long way to helping you save money on your bills
• Some households can benefit from energy efficiency grants which we can provide guidance on
• We can discuss a payment plan with you to help manage your bills
• We proactively seek to help any customers who are vulnerable

If you would like to have a chat just give us a call on 01920 486 156.

Alternatively, you can contact Citizens Advice for help with your bills or meters, or if you’re struggling to pay for the energy you use.

Citizens Advice are the official source of free and independent energy advice and support.

Go to: www.citizensadvice.org.uk/energy

Or contact the Citizens Advice consumer service: 0808 223 1133 Mon–Fri, 8am–5pm

All calls are free.

Yes! Whether you are a biogas generator, a commercial scale renewable generator, a generator accredited under the RO, a larger scale generator accredited under the FiT, or about to have a generation station built, we are keen to know more. Visit our commercial page.

If you are supplied by us for your electricity and you own a domestic scale (<30kW) renewable energy installation, then you might qualify for our Export Tariff.

If you are a smaller scale generator with a Total Installed Capacity of less than 30kW, you might want to check out our Export Tariff.

To us, a large-scale generator has renewable generation technology with a maximum generating capacity of 30kW and above. We offer large-scale generators Power Purchase Agreements for the electricity exported to the grid on a bespoke basis tailored to the site. Find out more here.

Small-scale generators have renewable generation technology installed with a maximum generating capacity of under 30kW. For small-scale generators, we offer an Export Tariff which provides you with a credit against your import account for each unit of electricity generating and exported to the national grid.

If you have renewable generation technology which has not yet been accredited to the FiT scheme, you can no longer qualify for accreditation on the scheme. This is because the FiT scheme closed to new applicants on 1st April 2019. You should look at our Export Tariff instead. You can find out more here.