FAQs

If you can't find the answer to your question,
just give us a call and we can help.

Call us on 01920 486 156

Emergencies

I smell gas - what do I do?

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.

I’ve had a power cut – what do I do?

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.

I’m on a Prepayment meter and urgently need to speak to someone.

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.

Where can I find my rota disconnection code?

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.

Customer Support

What are your opening times?

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)

How do I contact you?

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

Will you answer the phone if I call?

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.

What happens if I call or email out of 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.

What are my rights as a 100Green Customer?

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

How do I make a complaint about 100Green?

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.

How do I log into my customer area on the website?

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.

Where can I download the app?

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.

My energy supply is critical to my health – what can you do to support me?

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.

Do you have a 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.

A family member / friend has passed away and I need to cancel their energy supply with you. What do I do?

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.

I’m worried about how I’m going to pay my bill – what should I do?

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.

What do I do if I am moving home?

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.

Is there compensation available if I believe 100Green have failed to deliver on the agreed response targets?

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.

Switching Energy Supplier

I’ve just signed up to 100Green – what happens next?

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.

How long will it take to switch my supply to 100Green?

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.

My old supplier has stopped me switching to you – what should I do?

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.

Do I need to let my current supplier know I have switched?

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.

Can I change my mind after I have signed up?

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.

I have a Smart Meter installed by my previous supplier, can you still take readings from it?

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.

I’ve switched to another energy supplier but they’ve told me you’ve stopped the process. Why?

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.

Managing Your Energy Bill

Why does the amount I pay, keep changing?

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.

How do I find out what my energy usage is?

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.

My balance shows I’m in credit – can I get the money back now?

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.

My balance shows I owe you money – how do I pay it back?

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.

I’m worried about how I’m going to pay my bill – what should I do?

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.

Where can I get free, independent support and advice with the cost of living?

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.

When will I get billed?

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

What is a Variable Direct Debit?

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)

What is a Fixed Direct Debit?

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).

Can I fix my Direct Debit, so I pay the same amount every month?

It’s important to highlight that 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. If you pay by fixed Direct Debit then we will review your payments every 3 months to make sure they will cover your expected usage for the year.


We recommend paying by variable Direct Debit 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.

How can I use less energy to reduce my 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:



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

Government Support

Do you offer the Warm Home Discount?

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

What is the Warm Home Discount?

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.

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

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

What is the Government Energy Price Guarantee?

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.

Why am I no longer receiving the Energy Price Guarantee discount - I thought the scheme was due to run until March 2024?

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.

How does the Ofgem energy price cap affect the Energy Price Guarantee?

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.

How much energy bill support have households received?

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.

What is the Government doing to protect consumers beyond March 2024?

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.

I’m on a fixed rate tariff and my energy bill is increasing - why?

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.

Where can I find further information on the Energy Price Guarantee?

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].

I don’t use gas – is there any support for homes that use alternative fuels?

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.

What is the Energy Bills Support Scheme?

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.

Is there government support available for businesses?

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

Where can I find out about government support to help with the general cost of living?

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.

About Our Tariffs

Understanding Your Tariff

Where can I find information about my tariff?

You can find all the information about your tariff by logging into your customer area. This includes being able to compare your tariff with any alternative, available tariffs.


You can also view your rates on our app.

What is a Standard Variable Tariff?

This simply means the rate you pay for energy will go up or down when global energy prices change. We will always write to you 30 days in advance of any price change.

What is a ‘Fixed Tariff’ and which bit of it is fixed?

A fixed tariff means that the rates we charge for each unit of energy are fixed for a set period. It doesn’t mean that you will pay a guaranteed, fixed amount every month for the entire contract. That of course, depends on how many units you use.


If you fix your energy rates you know that even if the wholesale cost of energy goes up, your rates will stay the same until the end of the contract. Of course, if prices go down, your rates will remain the same.

Do you have standing charges?

Yes, all our energy usage is charged by the kilowatt-hour, plus a standing (daily) charge to provide energy to your home. This remains the same no matter how much energy you use.


This charge includes the costs we have to pay to our supply partners to ensure the energy network is maintained plus other industry related costs. We don’t have pay the green levy however, as we are exempt - so this cost is not passed onto our customers.


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


You can find all your tariff information, including rates, in your customer area.

About Our Energy

How can I be sure I’ll get a reliable energy supply?

The entire industry is regulated by Ofgem (Office of Gas and Electricity Markets), who make sure that customers of all energy suppliers receive a reliable and uninterrupted supply.


If you have ongoing supply issues then this is the responsibility of our network partners.


Details of your local distribution network can be found in our Customer Promise which you can download here.

What is your energy fuel mix?

Our Gas

All our gas comes from a process known as Anaerobic Digestion - it is therefore 100% green. We’re the only supplier in the UK to offer this to all our domestic and commercial customers.


Our Electricity

Industry regulations require us to display our electricity fuel mix as per the table below. In a nutshell, our electricity is 100% renewable.


100Green fuel mix
1st April 2022 - 31st March 2023
Coal 0%
Natural Gas 0%
Nuclear 0%
Renewables 100%
Other 0%
UK fuel mix
1st April 2022 - 31st March 2023
Coal 3.40%
Natural Gas 39.30%
Nuclear 13.90%
Renewables 40.80%
Other 2.60%

And here is the environmental impact of our tariffs compared to the UK average.

100Green impact
Carbon dioxide emissions 0.00g per kWh
High level radioactive waste 0.000g per kWh
UK fuel impact
Carbon dioxide emissions 186.00g per kWh
High level radioactive waste 0.007g per kWh

For further information on the impacts of the UK average fuel mix see: https://www.gov.uk/government/publications/fuel-mix-disclosure-data-table/fuel-mix-disclosure-data-table

Do you Carbon Offset your energy?

No, we don’t need to! All our energy is green and renewable from the source.


Carbon offsetting schemes have done wonders to raise awareness of our impact on the environment. But they’re not ‘get out of jail free’ cards. Reducing our reliance on fossil fuels is our focus – not offsetting the impact.

How can you prove your energy is 100% green?

For our electricity, we have a REGO certificate (Renewable Energy Guarantees Origin) for every MWh we supply.


For our gas, we have Renewable Gas Guarantees of Origin (RGGOs).


These certificates prove to the final customer that the energy was produced from renewable sources.


The electricity certification process is audited annually by Ofgem the regulator of the Energy Industry.


And our gas is certified by the Green Gas Certification Scheme (and our EKO Energy Tariff is additionally certified as sustainable, by an independent ecolabel, (EKOenergy.org). You can find out more about EKO Energy here.

Do you generate your own energy?

No, we don’t. We have a fantastic network of generators. They generate our energy in weird and wonderful ways to meet the ever-growing demand for green and renewable energy across the UK. You can read more about our energy here.

I’ve heard that the generation of some green energy damages wildlife habitats. What about yours?

As the UK expands its ability to generate more and more green energy, these are the sorts of challenges our industry faces.


Our EKO Energy Tariff has been independently certified to be generated in locations that protect bird and marine migrations and wildlife habitats.


So it’s perfect for people who want to do more to protect our natural world.


You can find out more about our EKO Energy Tariff here.

Can I buy just gas from you?

Not at the moment, no. We sell dual fuel (gas and electricity) or you can buy just electricity from us.

Energy Meters

Smart Meters

Can I get a Smart Meter?

We are currently rolling out Smart Meters to our customers. Please drop us an email at metering@100green.com or give us a call and we can organise a free installation.

What can I expect when the engineer comes to fit my Smart Meter?

Your Smart Meter will be installed in place of your existing meter(s) subject to signal strength.


The installation will include the replacement meter(s) and an In Home Display(IHD) which will show you how much energy is being used in real time. Don’t worry. The engineer installing your meter will show you how to use your IHD


The installation of your new meter(s) will be done in compliance with the Smart Meter Installation Code of Practice (SMICoP) which guarantees the standards of service you will receive.

What is an IHD (In Home Display)?

When you have your Smart Meter installed you’ll also be given an In Home Display (IHD). This is a little screen that shows you both kWh and £/p; a quick and easy way to keep an eye on the energy you use and the cost.

Can I set a daily energy budget?

Yes, your IHD lets you set a budget for daily consumption and will always show you when you are over this amount – so you’ll know how much energy you are using

Can my Smart Meter tell me what is using the most energy in my home?

Combined with our app you can see just how much energy you are using day by day and how much energy you consume across the seasons. Find out more about Smart Meters and our app here.

What are the advantages of Smart Meters?

No more manual readings


Your meter will send all the details of your energy usage directly to us, meaning you won’t need to submit meter readings. Making life easier.


Good energy habits.


Because you can see how much energy you’re using, you’ll soon understand how to change your energy consumption to save money. And of course, if everyone uses less energy, this is good for the planet.

I have a Smart Meter but you keep asking me to send meter readings. Why?

Smart Meters work rather like a mobile phone. If there isn’t a strong enough signal at your meter some or all features may not work. This is usually the reason why we haven’t received readings from your meter recently. If this happens, we’ll get in touch and ask you to send us a reading manually. We can also give you tips on how to improve the signal to your meter.

Traditional Pre Payment Meters

How do I operate a traditional prepayment meter?

Your prepayment meter has a key which must be topped up with credit for a continuous supply of electricity.


We’ll provide you with a list of local shops where you can go to top up.


Always ask for a receipt when you top up your key and check that it says, ‘Credit Accepted’.


Once your key has been topped up, insert it into the meter and leave it in place until the display changes. You will be shown how much credit is being put on to your meter and how much credit it has in total.


Take a look at our information page here.

How do I get a new prepay key?

If you’ve just moved into a property with a prepayment meter, you can ask us for a new key by calling 0808 175 4975 or emailing metering@100green.com


If your prepay key is lost or damaged, please contact us immediately and we will issue you a tag number so you can get a new key.


If you are off supply due to a lost or damaged key, we’ll do everything we can to sort the situation for you.

What do I do if my prepayment meter is faulty?

If your prepayment meter develops a fault, please contact us.


If the fault is affecting the continuity of your supply, we’ll arrange an emergency appointment so the problem can be fixed.


You won’t be charged for this appointment. However, you will be charged if you’ve simply not bought enough credit. This will be added to the debt on your top up key.

What happens if I can’t top up my key?

You need to make sure you have enough credit on your meter to deliver a continuous supply of electricity.


If you don’t have any credit on your meter, there is a certain amount of emergency credit you can use. But this should only be used in a genuine emergency.


If you’re using your emergency credit this is electricity you haven’t paid for yet. And you will have to pay this back when you do top up.


Friendly Credit is available during certain hours, if you run out of emergency credit. Our Friendly Credit hours run every day from 6pm to 9am in winter and 7pm-10am in the summer. Again, you will need to pay this back when you next top up.


If your meter runs out of emergency credit your electricity supply will stop. Then you’ll have to top it up with enough to cover the emergency credit used as well as the on-going costs.


Remember, if your supply is off, you will still build up standing charges which will need to be paid back when you top up.


Take a look at our information page here.


Call us on 0808 175 4975
See our opening hours


For out of hours emergencies:
Call SMS on 01412 493999(option 2)


Email: emergency@sms-plc.com

What happens if I can’t top up enough to cover the cost of the electricity and any debt on my key?

If you don’t top up enough to cover the cost of the electricity, standing charge and debt, your electricity supply will cut off - this is called self-disconnection.


Please tell us if you are self–disconnecting and we’ll try to find a way to help you.


In some cases, we can add Additional Support Credit to your meter remotely.


Please let us know if anyone in your house suffers from a long-term illness, has a severe disability, is chronically sick, has special needs or is aged over 60.


Call us on 0808 175 4975
See our opening hours


For out of hours emergencies:
Call SMS on 01412 493999(option 2)


Email: emergency@sms-plc.com

Some helpful tips on managing your prepay energy supply:
  • Take care of the prepay key that we give you.
  • Contact us if you lose or damage your prepay key.
  • Put enough funds on to the prepay key to cover your energy costs, the standing charge and any other outstanding charges (such as emergency credit) that have been agreed with you.
  • Make sure the prepayment meter stays in credit and any emergency credit used is paid back.
  • Provide access to the meter when required, so our readers can check them.Make sure that the meter and key are not tampered with.
  • Contact us if you believe there is a fault with the meter or key.
  • Only ever use your own key to top up. If you use a different key, the credit won’t reach your meter.
  • Be sure to tell us if you are moving out of the property.
How can I change to a credit meter?

Switching a prepayment meter for a credit meter depends on your individual circumstance. But as a rule, any change would depend on the following:


  • The prepayment meter won’t be removed if your electricity account is in debt.
  • You must show you’re willing to pay by variable Direct Debit.

Meter Installation and Maintenance

I have an issue with my meter – what do I do?

If you have a query regarding your meter, we’ll try to sort it when you contact us. If we need to look into it further, we will get back to you within three working days.

How long will it take for you to organise an engineer to fix my meter?

If you want to book an appointment for an engineer to investigate any part of your metering system, we’ll start the process for you within two working days. We’ll arrange an engineer to visit within 20 days.

Will you charge me for an engineer to fix my meter?

If there is a problem with the meter, there won’t be any charge. But you may need to pay for certain cosmetic work. If we think there may be a charge, we will, of course, let you know.

I had a note through the door saying someone had tried to take a meter reading – what do I do?

If we can’t take a reading, we’ll be in touch to get one from you. We are as keen as you that your account is kept up to date, so you only pay for the energy you use.

I need a new meter installed for a new connection – what do I do?

Please get in touch and we will arrange a time that works for you. We try to complete all installations within 20 days. Charges will apply.

Will I have to take the day off work to let the meter engineer in?

We understand that taking time off can be annoying. So, to make things easier, you can either book an all-day appointment or a morning or afternoon appointment.


We’ll confirm your appointment in writing with the date and time at least two days before it’s planned to happen.

What can I expect when the engineer comes to fit my Smart Meter?

Your Smart Meter will be installed in place of your existing meter(s) subject to signal strength. The installation will include the replacement meter(s) and an In Home Display(IHD) which will show you how much energy is being used in real time. Don’t worry. The engineer installing your meter will show you how to use your IHD.


The installation of your new meter(s) will be done in compliance with the Smart Meter Installation Code of Practice (SMICoP) which guarantees the standards of service you will receive.

How will you ensure my safety when you or your industry partners visit my property?

All our staff undergo screening as part of the recruitment process, and this screening is repeated on a regular basis. We work closely with our industry partners to ensure that they meet the same screening requirements. Additionally, we regularly monitor and review all interactions with customers to ensure that our standards are being met by our partners.


Wherever possible, visits will have been scheduled in advance, and staff will always have identification. If you feel that you need more reassurance, you can request that a password is put in place as an extra identifier.

Is there compensation available if I believe 100Green or your metering partners have failed to deliver on the agreed response targets?

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


Our metering targets include:


  • Organising an appointment for an engineer to fix your meter within 20 days.
  • Ensuring the engineer arrives for the appointment at the agreed time (unless sufficient warning has been given of any changes).
  • Ensure you are informed of any appointment cancellations in advance.

If you believe we have failed to deliver against our metering targets, then email hello@100green.com or call 01920 486156 and we will endeavour to put things right.

Traditional Meters

How often do I need to send you meter readings?

If you are sending us meter readings manually then you should do so each month, within the last 3 days of that month. Remember, if you have a Smart Meter installed, it will send us your readings automatically. If you would like one then just let us know.

How often will you come and take a meter reading?

If you have a Smart Meter, then we don’t need to come and take a meter reading or need you to send one to us. If you have a traditional meter, we’ll only send a reader to your property if we can’t get a recent reading or if you specifically asked for one.

Will you remind me when I need to take a meter reading?

If we have your email address, then we’ll contact you every three months asking for a meter reading. If you want us to set this handy reminder up, please just let us know.

I’ve given you my meter reading, how long will it take show on my bill?

As long as you provide your meter readings within the last 3 days of the month, then the next bill you receive will be accurate.


Alternatively, if you have a Smart Meter installed, it will regularly send us automatic readings so you don’t have to. Just let us know if you would like us to organise a free installation.

Where can I submit my meter readings?

The easiest way to submit readings is by downloading the app so you can type the readings straight into your phone when you are at your meter. Alternatively, you can log into your customer area on the website


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.

I don’t understand what the numbers mean on my meter. Can you help?

Or you can contact our team directly on 01920 486156 or drop us an email at hello@100green.com
See our opening hours

Commercial Energy Supply

Do you supply businesses?

Yes we do. Take a look at our energy for business page or contact us on 01920 486 156 or email business@100green.com.

Is there government support available for businesses?

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


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


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

Can I get a quote online?

If you use less than 100,000 kWh of electricity and less than 293,000 kWh of gas per year, then we can give you an indicative quote online here.


If you are a larger organisation, please contact us on 01920 486 156 or email business@100green.com so we can provide a tailored quote.

Selling Us Energy

Can I sell you energy?

Yes you can. 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’d love to know more. Please visit our commerical page.


Or if you are a domestic generator of energy, we can also buy what you don’t use.


If we supply your electricity and you own a home renewable generation installation (less than 30kW), then you may qualify for our Export Tariff.


We’ll ‘pay you back’ for any electricity you export into the grid by crediting your import account for each metered unit (kWh) of renewable electricity exported. Talk to us about our current rates.


Find out about the Export Tariff here.

What is a small-scale / domestic generator?

Small-scale generators have renewable generation technology installed with a maximum generating capacity of under 30kW. 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. Find out more here.

Can I still register for the FiT scheme?

If you have renewable generation technology which hasn’t 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. If you are thinking of investing in a renewable energy generation solution, you should look at our Export Tariff instead.

Can I switch my existing FIT registered renewable technology to 100Green?

Yes, if you are a current customer or if you are joining us as a customer and would like to switch your existing FIT registered renewable technology too, just give us a call on 01920 486 156.

Do you install renewable generation technology?

As an electricity supplier, we don’t install renewable generation equipment. Your best option for finding an installer would be to look at the MCS website. Their search tool enables you to find installers for various types of technology in your area.

What do I need to do to sign up to the Export Tariff?
  1. In the first instance we need to assess your eligibility for the tariff. The best place to start would be to give us a call on 01920 486 156 or drop us an email at generation@100green.com.
  2. We will need a completed application form from you, along with a copy of an photo identity document, your MCS certificate (or equivalent) and a single line diagram for your battery (if you have one).
  3. After reviewing your paperwork, we will be in touch to confirm whether you have been accepted onto our Export Tariff.
  4. If successfully accepted, we will send you our terms and conditions to sign. We will need you to agree to these before we can proceed further.
  5. At this point, if you don't already have an export Meter Point Administration Number (export MPAN), we will submit a request to create one for you. This can take some time, but we won’t be able to make any payments for exported units until this has been done.
  6. Once the export MPAN has been created, it will also need to be registered on our system.
  7. We might also need to arrange for the relevant metering installation to take place at your address.
  8. The whole process to get you registered onto our Export Tariff can take up to eight weeks. So, the quicker you inform us the quicker we can get started.
What kind of energy can I generate as part of the Export Tariff?

As part of this tariff, we can accept any renewable generation type which would qualify for REGOs. In most cases our domestic generators have solar PV installed. We also have some small Hydro schemes, Wind Turbines and Micro-CHP generators. You can find out more about our energy here.

How long am I tied to 100Green as part of the Export Tariff?

Under the Export Tariff, you aren’t tied into a contract. You are free to leave us at any point. However, if you were to leave 100Green for your import supply, you would no longer qualify for Export payments.

As I will be generating my own electricity, will I still be getting bills?

Yes, you will still be billed for the electricity you use when your renewable generation equipment is not generating enough to meet the demands of the property. You will also still be charged a daily standing charge which covers the costs associated with delivering electricity to your home.

Can I install a battery?

We understand that in some cases, having a battery can be beneficial. We don’t discourage the use of storage; however, we need to be sure that we are only making payments for the electricity generated by your renewable generation equipment.


If you have a battery installed, we ask that you notify us and send us the single line diagram for the battery. This will enable us to make an assessment of whether the battery impacts your eligibility to receive the Export Tariff.

Do I need an Export Meter?

Yes, you will need an export meter in order to qualify for the Export Tariff. If you have a Smart Meter then you may not need one as they have dual functionality. In the first instance we will attempt to connect to it but if for any reason it doesn’t work, we can organise an upgrade.

What if I’m off grid – can I still sell you energy?

Unfortunately, if you do not have a connection to the national grid, you will not be exporting any electricity. Therefore, you will not qualify for payment under the Export Tariff.

I have just moved in to a property where a renewable generation technology is installed, what do I do?

Firstly, we need to understand whether the installation is registered for the Feed-in Tariff scheme. If this is the case, we need to go through the process of changing the Feed-in Tariff accreditation in to your name. If not, we can talk you through our Export Tariff.


In either case, the best thing to do is get in touch with us on 01920 486 156 so we can discuss further details.

How do I submit my generator meter readings?

You can submit your readings in your customer online area.

Selling Us Energy – Commercial

What is a large-scale / commercial generator?

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.

Do you offer GPAs and PPAs?

Yes. We are always interested in growing our renewable generation portfolio, whether that is green gas or electricity generated from renewable technology. If you are already generating or in the process of getting up and running, get in touch to discuss further details.

What is a GPA?

The Gas Purchase Agreement (GPA) we offer is a contract between us and a gas producer where we pay the producer for the biogas they inject into the national grid.

What is a PPA?

Our Power Purchase Agreement (PPA) is a contract we form with a generator to buy the electricity they feed into the national grid (aka Export) from their generation technology.

What is a REGO?

A REGO (Renewable Electricity Guarantee of Origin) is a certificate awarded for each MWh of electricity generated by a renewable generation technology.

What is an RGGO?

An RGGO (Renewable Gas Guarantee of Origin) is a certificate awarded for each kWh of Green Gas produced.

How do I apply for REGO accreditation?

You can apply for accreditation onto the REGOs scheme through the Renewable and CHP Register. For more information about REGOs please visit: https://www.ofgem.gov.uk/environmental-and-social-schemes/renewable-energy-guarantees-origin-rego

Demand Flexibility Service

What High Tide Saver Is

What is High Tide Saver?

High Tide Saver is part of an initiative called the ESO Demand Flexibility Service (DFS), launched by The ESO to help the nation’s electricity system better handle peak electricity demand.


ESO is the electricity system operator for Great Britain. They move electricity round Great Britain’s system to keep homes and businesses supplied with the energy they need 24/7, 365 days a year.


High Tide Saver encourages customers to shift some of their electricity use away from peak times in the day through a series of scheduled ‘events’. During the event, consumers are asked to reduce their consumption and will receive a credit on their account depending on how much energy they have saved.

How does the Demand Flexibility Service benefit consumers?

By signing up to the Demand Flexibility Service and taking part in High Tide Saver events, 100Green customers will be rewarded with credit on their bill if they reduce their electricity consumption during the agreed event period.

How does shifting demand away from peak times help fight climate change?

The UK’s national grid draws electricity from a broad range of energy supplies to cope with the country’s day–to–day demands. There are some stress points during the day when demand can outstrip normal supply.


When this happens, gas or diesel–powered plants fire up to meet the demand. This adds dramatically to the UK’s carbon dioxide emissions.


By making simple changes to how and when we use our energy, we can flatten out the peaks and help to ensure that our renewable generation is able to meet as much of the UK’s demand for energy as possible.

How does High Tide Saver differ from Tide, your time–of–use tariff?

Whilst both High Tide Saver and Tide encourage customers to change their energy consumption habits to help reduce demand for electricity at peak times, they are not the same thing. High Tide Saver is part of a nation–wide initiative called the Demand Flexibility Service. It is not a tariff; it is a scheme.


Our time–of–use tariff, Tide is a type of energy tariff. It is called ‘time–of–use’ because the rates you pay vary depending on the time of day.


Tide customers benefit most when they can avoid using energy between 4pm and 7pm every weekday and have either/or energy storage, home generation or an electric vehicle that can be charged between midnight and 7am.


If you think you can make significant and permeant changes to your energy consumption habits, the take a look at Tide here.

How do I contact customer support if I have a question about the Demand Flexibility Service?

If you have a question then drop us an email at hello@100green.com or call 01920 486 156 during our office hours and we’ll be happy to help.

Taking Part

What do I need to be part of High Tide Saver events?

To take part in High Tide Saver events, you’ll need to respond to our invitation to take part in the Demand Flexibility Service. You will need to be a domestic or commercial 100Green customer. You will also need a Smart Meter. If you don’t already have a Smart Meter, then you can request a free installation by logging into your online area and going to Energy Insights. Or, if you are a commercial customer, just email us at metering@100green.com.

Where can I find my GUID number?

You can usually find your GUID number under the barcode on the back or underside of your In–Home–Display unit. It can also be found in the user menu. It’s 16 characters long with dashes and we just need the last four characters. If you are unable to locate it, then just give us a call or drop us an email at metering@100green.com and we can find it for you.

How do I sign up to the Demand Flexibility Service?

If you are an eligible household or business and you have a Smart Meter, you will receive a personal invitation from 100Green.


By signing up to the Demand Flexibility Service terms and conditions, you will be providing authorisation for us to read your Smart Meter data and share it with our data processors and the ESO.


Thereafter, you will be contacted ahead of each event, and you will need to actively opt in to participate.


If you are a 100Green customer and you haven’t received an invitation and you want to know more, please just email us at hello@100green.com.

How to save electricity during a DFS event

During a Demand Flexibility / High Tide Saver event the objective is to reduce the amount of electricity you use compared to your normal usage during the same period on a different day.


For example, you can choose to run power–hungry appliances such as washing machines, clothes dryers, dishwashers, electric showers and immersion heaters before or after the ‘event’. Another option would be to reduce energy usage (e.g. using a microwave instead of the oven) during the event window.


Efficient lightbulbs and small appliances such as modern televisions consume very little electricity and so it is unlikely to be worth adapting usage of these during an ‘event’.


Using electrical goods overnight can create increased risk of an incident and ESO advise all consumers to follow the guidance offered by organisation such as Electrical Safety First and were possible to avoid using their electrical appliances overnight.

Can my business sign up to the Demand Flexibility Service?

Yes, the Demand Flexibility Service is open to both domestic and commercial customers.

Do I have to be on your Tide tariff to sign up to the Demand Flexibility Service?

No – you can be on any of our domestic or commercial tariffs to benefit from the Demand Flexibility Service and our High Tide Saver events.

How long will High Tide Saver events last?

Events will typically run for an hour each. These are most likely to be held late afternoon/early evening on weekdays when demand for electricity is highest.

Am I Eligible to participate in High Tide Saver?

To sign up to the Demand Flexibility Service and to take part in High Tide Saver events, you’ll need to be a domestic or commercial 100Green customer.


You will also need a Smart Meter. If you don’t already have a Smart Meter, then you can request a free installation by logging into your online area and going to Energy Insights. Or, if you are a commercial customer, just email us at metering@100green.com.

Can I sign up with another provider of ESO’s Demand Flexibility Service?

You can only receive credit from one provider of the Demand Flexibility Service. So, if you sign up to the DFS via 100Green, you cannot sign up at the same time with another provider.

How will I be notified about when events are taking place?

You will be contacted via email by our metering partners, SMS, ahead of each event, and you will need to actively opt in to participate.

Do I have to participate in every event?

There is no obligation to participate in every event. However, the benefit will be greater, the more events you take part in.

Getting Rewarded

How am I rewarded for participation in the Demand Flexibility Service?

You will be rewarded if you reduce your consumption during an event, compared to the same time on a different day. Your reward will be a credit on your 100Green account, which equates to the financial value of the amount of energy you save.

How will you calculate my demand reduction volume?

The agreed rate per unit of electricity will be multiplied by the amount of units saved during an event. For every event, 100Green agree the value of the incentive with ESO. Therefore, the rate credited to your account may be different each time. Whatever rate per unit of electricity is agreed with ESO, the full value will be passed to the consumer.

What if I sign up to an event and do not reduce my energy consumption?

If you do not manage to reduce your energy during an event, then you won’t receive any credit on your account. However, you will not be penalised for increasing your energy consumption during the event.

What happens if I increase my electricity demand during an event?

You will not be penalised for increasing your energy consumption during the event. However, you will also not receive any credit on your account.

When will I receive my credit after an event?

We will credit your account within two weeks of each event. This credit will appear on your bill.

How will I know how much energy I saved during an event?

After each event you will receive an email showing how many units of electricity you saved during the last event. Your credit will be applied to your account within two weeks of the event taking place.

How much credit will I receive for participating in an event?

We will credit your account by the amount of units you saved compared to your average, normal consumption. So, let’s assume the event runs between 6pm and 7pm on a weekday. If your Smart Meter tells us you use an average of 3 kWh during that period on a normal day and during the event you used just 2kWh, we will credit you the difference per unit of energy saved.

Help & Support

Why did I not receive an opt–in email for an event?

To be invited to each event, you must respond to the first invitation to join the Demand Flexibility Service. By accepting the Terms and Conditions of the scheme you are providing authorisation for us to read your Smart Meter data and share it with our data processors and the ESO.


Thereafter, you will be contacted ahead of each event, and you will need to actively opt in to participate.


If you have signed up to the Demand Flexibility Service, but you don’t think you have been invited to participate in an event, then please check your Spam or Junk folder as all invitations are sent via email.

How can I opt–out of events?

If you do not respond to an event invitation, you will not be eligible to participate.


If you have opted in but are unable to participate, don’t worry – you will not be penalised for not reducing your energy consumption during the event.

How do I de–register from the Demand Flexibility Service?

Once you have registered, we’ll send you a link that you can use to de–register at any time.

How do I contact customer service for High Tide Saver?

If you have a question about the Demand Flexibility Service and our High Tide Saver events you can email us at hello@100green.com or call 01920 486 156 during our office hours.

Where can I find a copy of the Demand Flexibility Service Terms and Conditions?

You can download a copy of our High Tide Saver (Demand Flexibility Service) Ts and Cs here.