Updated 31st January 2019

OneSelect ceases trading: What you need to know

How am I affected?

Ofgem, the energy regulator, has appointed Together Energy to support OneSelect’s customers after the company ceased trading on Monday 10 December 2018.

• Together Energy will automatically take over your account on Friday 14 December 2018 without any action needed from you
• Your energy supply will continue uninterrupted
• Your credit balances will be protected: over the next few weeks, any money owed by OneSelect will be credited to your Together Energy account
• If you wish, you’ll be able to switch away to a new supplier within a few weeks, but Ofgem advice is that you hold off for now whilst we set up your account

What do I need to do next?

We’re working closely with Ofgem and OneSelect’s administrators to ensure a seamless switch over so there’s no need to get in touch with us just yet. We’ll contact you if we need any extra information.

When will you contact me with an update?

By now you should have received some email communication from us keeping you informed with details of your new tariff.
We’ll continue to contact you with further updates as soon as we have them so you don’t need to call or email us for now.

Why were Together Energy appointed to take over my account?

We demonstrated to Ofgem our ability and commitment to making the process as seamless as possible. Ofgem assessed our offering to previous One Select customers as competitive and best placed to suit your needs at this time.

Will I lose power or gas?

There’s no need to worry. You won’t be left without an energy supply at any point during the switching process.

Billing and payments

Will Together Energy be honouring my fixed tariff agreement that I was already on?

We’ll be moving all OneSelect customers onto a special tariff for 6 months, after which the tariff will revert to our standard variable rate.
The tariff won’t have exit fees, giving you price certainty for the winter and you can always move to another tariff if desired, once the registration process is complete. This is competitively priced based on today’s wholesale costs.

How much will I now be paying?

We sent customers an email with details of their tariff on 18th December 2018. If you did not receive your email please check it hasn’t gone into your junk folder, or otherwise please contact us and we will provide further information.
We can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk

Will I be able to leave without exit fees?

Yes. There are no exit fees on the tariff you’ll be joining.

When will I receive my final bill for energy supplied by OneSelect?

We have now started the process of sending out final bills covering your time with OneSelect. You can expect to receive your final bill by Thursday 14 February 2019.

How will I receive my final bill for energy supplied by OneSelect?

Your bill will be delivered to you electronically. Please watch out for an email with the link to your final OneSelect bill. If you have not received it by Thursday 14 February 2019, please do not hesitate to contact us.
Customers who did not receive correspondence from OneSelect electronically will be contacted separately.

Will I lose any credit that I had with OneSelect?

No, if you had any credit with OneSelect it will be protected. Your closing balance with OneSelect will show on your final bill which we are currently processing. We will be in touch with you again as soon as these are complete.

What will happen to my credit balance?

Our team is working hard to determine each final bill with accuracy, it will be sent to you as soon as it has been calculated. Your bill will show whether you are in credit or debit from your time at OneSelect. We will also explain what will happen next and if you need to do anything to bring your account in order.

I have outstanding payments with OneSelect, what happens to that debt?

All outstanding amounts due to OneSelect remain payable to their administrator. Once these balances are finalised you will be contacted.

I left OneSelect but I’m still waiting to reclaim my credit from them. Will Together Energy pay me for this?

Yes, we’ll honour credit balances for those customers who had already left OneSelect but still have credits owed. We’ll be in touch with you shortly to update you on the process.

Why am I making two Direct Debit payments in January?

Any customer whose December Direct Debit payment date would have fallen between the 15th – 31st December 2018, will be taken on the 2nd January 2019 instead. This is because we had to build in 10 days’ notice in line with the Direct Debit guarantee which delayed the payment slightly.
Your January payment and all payments thereafter will be taken on your usual Direct Debit date.

What should I do next?

Should I call or email you?

You don’t need to contact us as we’re working closely with OneSelect’s administrators to transfer your information across to us. We’ll be in touch soon with further information.

Should I take a meter reading?

Please make a note of your meter reading(s) and keep them somewhere safe. We’ll be requesting these from you if we haven’t already done so.

Can I stop the switch to Together Energy by moving to another supplier?

Ofgem’s advice is to allow Together Energy to set up your account first before considering switching elsewhere, as any attempt to switch during this transition period could be more complex and take longer.

Can I choose a different provider?

Your switch to Together Energy will be completed as soon as possible. We are aiming to have registration complete for the 8th January, and we’ll be in touch to let you know as soon as this is complete. Ofgem advise to allow us to set up your customer account first before attempting any change to a different provider. If you do try to switch provider before the switch is complete, it’s likely your request will take longer to process and we want to avoid you experiencing any unnecessary delay

What will happen with my current Direct Debit?

We will take over responsibility for your current Direct Debit from the 18th December, but please be reassured we will not be changing your direct debit collection date. Your initial Direct Debit collection amount will not change and should there be any need to change this for subsequent collections, we will contact you before making any change.
Our processor, GoCardless, will be responsible for all Direct Debit collections from this date. There’s no action required from you to continue paying by Direct Debit, and the change will not affect the service you receive in any way. The only change you will notice is that Together Energy will appear on your bank statement instead of ONESELECT.
All your payments will continue to be fully protected by the Direct Debit Guarantee.

When will my online account access be available?

We are still in the process of creating online access for all of our new customers transferring from OneSelect. Please bear with us a little longer – we are aiming to have these ready by the end of January to allow you to log in and provide us with meter reads. In the meantime, be reassured if you have already provided us with your meter reads we will have those stored and are using them to create your final bill from OneSelect.

I’ve just moved home, will this be an issue?

We will try to contact most customers by email, so it shouldn’t be an issue.
However if we don’t get your email address from OneSelect or the email address provided is invalid, we’ll try to write to you. In that case, the letter may go to your old address.

I had already started switching to a different supplier (which is not Together Energy) as soon as I heard that OneSelect was going out of business. Will my switch still go ahead?

Your switch with your new supplier should go ahead as planned. To double check that this is the case, we’d advise you to give your new supplier a call and ask for an update.

Other concerns

I am a vulnerable customer who’s on the Priority Service Register. Will I remain on the register once I switch to Together Energy?

If you’re registered on the Priority Service Register, your information will be transferred over to us ensuring that you’re on Together Energy’s Priority Service Register.

I had just signed up to switch to OneSelect but my switch had not yet been completed, what will happen now?

You’ll continue through the process and be placed with us onto a special tariff applicable for 6 months. To be sure who your supplier is, we advise that you ring your previous supplier to check if they’re still supplying your energy.

How can I contact Together Energy?

We ask you to bear with us while we work with its administrator to transition customers over in a timely and smooth fashion. We have a dedicated customer services team on hand to help OneSelect customers ready and waiting to help.
If you’d like more information take a look at Ofgem’s Safety Net FAQs.
Please refer to our website – www.togetherenergy.co.uk – for regular updates.

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It was a real delight dealing with Ceara today, and she epitomises the best aspects of using Together Energy. She has even sent me an email confirming that she has already actioned what we agreed in our discussion on the phone.