Green Energy FAQs

How can we help?

Select a general topic below or simply scroll through
the FAQs.

If you can't find the answer, just drop us an email or give us
a call.

Emergencies
Customer Service
My Switch
My Bills
Change of circumstances
Selling Us Energy


Emergencies

I smell gas – who do I contact?

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.

I’ve had a power cut – what do I do?

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.


Customer service

How do I log into my customer area?

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.

What are your opening times?

We’re here to take your calls and answer emails between 08:00 – 17:00, Monday to Friday.

How do I contact you?

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

Need our registered details?

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

Will you answer the phone if I call?

We aim to answer all calls as quickly as possible and our records show that over the last year, when called within office hours (08:00 – 17:00 Monday to Friday), one of the team have picked up the phone within an average of 10 seconds.

What happens if I call out of hours?

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.

How long will it take you to deal with my query?

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.

Where can I find more information about energy meters and meter readings?

Please visit our Energy Meter page here.

Do you have an App?

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

Do you supply businesses?

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

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

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.

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

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

How do I make a complaint about Green Energy UK?

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

I have a question about my meter – can you help?

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

Where can I find out about the Warm Home Discount?

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 £140 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 on 4th July 2021 you were getting the Guaranteed Credit element of Pension Credit, you are one of our customers and your name (or your partner’s) is on the bill, 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 October and December 2021 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


Switching my energy supplier

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

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.

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.

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.


My bills

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

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.

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

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.

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

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, 9am–5pm

All calls are free.

When will I get billed?

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

Where can I find my tariff rates?

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

Do you have standing charges

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

What is a Fixed Direct Debit?

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)

What is a Variable Direct Debit?

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.

Why are my bills higher / lower than expected?

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

How do I find out what my energy usage is?

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.

How can I use less energy and reduce my bill?

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.


Change of circumstance

What do I do if I am moving home?

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

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 contact our dedicated team directly, on 01920 486156 between 8am to 6pm 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.

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

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, 9am–5pm

All calls are free.


Selling us energy

Can I sell you energy?

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.

I am a domestic generator of energy – what scheme is right for me?

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.

I’m a small business – what scheme is right for me?

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.

What defines a large-scale 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.

What defines a small-scale generator?

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.

Can I still register for the FiTs scheme?

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.

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