Green energy that’s all about people
The cheapest long-term fixed tariffs on the market and a commitment to renewable energy. From an energy supplier with real people on the end of the phone.
We invest heavily in employing people from some of the most disadvantaged areas in the country. These are real people which a genuine willingness to help, whatever your energy needs. We’re also the fastest energy company to answer your calls, as reported by Which?
You’ll find lots of information on these pages and below; from site visits to help managing your account.
Don’t forget you can always call us and talk to a real person, if you’d prefer, on 0141 8461520 (it’s a local call, so for many it’s free).
Our friendly and helpful team are on hand to answer your questions and provide any further support you might need. We’re open 9am to 5pm, Monday to Friday.
If you want to submit a meter read you can just use the login button above to access our customer portal.
Understanding your energy bill
Your energy bill shows you how much energy you’ve used and what it costs.
Moving home can be stressful but moving your energy shouldn’t be.
Problems paying your bill
We will genuinely do everything we can to help.
What happens if we need to access your home or business.
What’s the difference between a bill and a statement?
Bill – if you pay for your energy as you go along every month, you’ll receive a bill from us to pay.
Statement – If you pay via a fixed Direct Debit every month, we’ll send you a statement for you to reference.
To make things simple, when we use the term ‘bills’ throughout this page, we’re referring to both bills and statements.
What’s on my bill?
How much energy you’ve used since your previous bill
How much money you owe, or how much credit you are in
All payments made to your account since your previous bill.
Credit vs Debit
If you’ve used less energy than you’ve paid for, then your account will be in Credit. A minus symbol on your bill (-£2.57, for example) shows a credit balance.
If you’ve used more energy than you’ve paid for, your account will be in Debit.
When you sign up with us, we’ll look at your energy usage over the year and balance your monthly payments accordingly. This approach allows you to build credit during the warmer months for use over winter, so you avoid bill ‘shocks’ when it’s cold.
Why have I received a replacement bill?
If something has changed (for example we’ve received a different meter reading or we’ve resolved an issue with your account), we may send you a replacement bill. This will show your up-to-date account.
What does ‘balance brought forward’ mean on your replacement bill?
Any payments you’ve made between the date of your old bill and the date of your replacement bill will show as ‘balance brought forward’ rather than ‘payment received’ as these payments have been credited back to your account.
I’ve not received my bill
If you’re expecting a bill and haven’t received it, the most common reasons are:
We’ve recently taken over your supply We might be waiting for information from your previous supplier. This can delay your first bill by up to 6 weeks.
We’ve recently updated your account If we’ve made a change, for example due to a meter exchange or tariff change, there might be a short delay in receiving your bill. As soon as your account is updated, we’ll get your bill out to you.
You’ve recently left us It takes 4-6 weeks to send your final bill. If we’re still waiting for information from your new supplier, it could take longer.
If none of these apply to you and you still haven’t received your bill, please get in touch with us.
I haven’t received a refund I’m expecting.
If you’ve requested a refund, you should receive this within 7-10 working days – subject to it being authorised by our billing team.
Want to know more?
You can find more information on exactly how energy bills are calculated on the Ofgem site.
How can I make it simple and straightforward?
Let us know before you move, if you can. We’ll need to know the date that you’ll no longer be responsible for the energy supply in your current home (either the date your tenancy ends or the date your sale completes).
We’ll also need a last meter reading from you. You can take this no more than 5 days before you are no longer liable for the property.
We’ll also need your new address so we can send your latest bill to you.
What if I’m a pre-payment customer?
You should follow the same process as above. If you don’t tell us you’re moving, we may continue to charge you until the new tenant or homeowner moves into the property. Please also remember to leave the key or card in the property when you leave.
If your moving dates is less than 2 working days away, please call us on 0141 8461520 (it’s a local rate number).
What about when I move into my new home?
Remember to take meter readings as soon as you move in. This will ensure you’re only charged for the energy you use from that point on. The existing supplier will need these readings too.
When will I receive my final bill?
We’ll send you a final bill confirming your meter readings and your closing balance within 6 weeks of your move.
I’m not sure I can pay my energy bill
Please talk to us.
Many of our staff have had past experiences of struggling to make ends meet. So, you could speak to someone who knows exactly what you’re going through.
We’ll talk to you about your individual circumstances and whether anyone in your household is vulnerable, and we can offer ways to help you pay any overdue or future bills.
Here are some of the ways we may be able to help:
We may be able to offer a repayment plan in instalments, either for past debt or future bills
We may be able to defer payments for a short period
We could instal a prepayment meter, to give you more control
If you are on certain means-tested benefits, we may be able to arrange for payment directly through the Fuel Direct Scheme.
We can also offer energy efficiency advice to help you reduce your energy costs and provide details of other support available, such as debt advice charities.
Please stay in touch with us
While we work on the right plan for you, please keep sending us regular meter readings. Please also continue to make payments as regularly as you can, even if these are at a reduced amount.
A debt collection agency has been in touch
If payments are outstanding on your account and we’ve not been able to speak to you despite several attempts, one of our debt collection agencies will contact you to organise payment.
If you’ve been contacted, please get back to them using the details they’ve provided. They’ll work with you to explore the best route to clear any balance outstanding on your account.
Protecting your credit rating
You’re legally obliged to pay for the energy you use. If you don’t make regular payments, this could result in further action being taken against you which could lead to a negative impact on your credit rating.
When might you instal a pre-payment meter?
We'll offer to install a prepayment meter in your home if you’ve declined our proposals for payment.
If we have been unable to make contact with you, we may arrange for a Debt Counselling Agent (DCA) to visit your property to discuss the options available.
They listen and consider customers’ full circumstances before acting. All their practices/processes are underpinned by the core principle of treating every customer fairly.
If you decline our offer of a prepayment meter, or if we continue to be unable to make contact with you, we may need to apply to a magistrate for a warrant to access the property and install a prepayment meter without your consent.
If we install a prepayment meter to help you repay your debt, we will advise you of:
How much money you owe and why
The amount of debt that we’ll recover through the prepayment meter each week
Details of any standing charges that you’ll have to pay
How long it will take to clear the debt at the agreed repayment rate
How to operate your prepayment meter
The amount of emergency credit available on your prepayment meter and how this works
A telephone number for advice and emergencies; and details of any charges for replacing lost or damaged prepayment devices.
If it’s unsafe or impractical to install a prepayment meter, we’ll make a further attempt to agree a repayment plan, taking into account all information that we have about your individual circumstances and ability to pay.
We may also prevent you from switching away to another supplier until the debt is repaid.
However, if you have a prepayment meter and your debt is £500 or less, you may switch to another supplier provided they agree that you can repay the debt to them, rather than to us.
What further action might you take?
We will always try and avoid further action, but we may be required to take steps if you:
Fail to keep to an agreed repayment plan
Interfere or tamper with a prepayment meter
Refuse to enter into a repayment plan when we’ve been unable to install a prepayment meter
Are eligible for the Fuel Direct Scheme but refuse to make use of this.
Before we make any decision we’ll always consider your individual circumstances.
Who else can help?
There are a number of bodies who can help with some independent advice, such as how to manage your finances. They can also signpost you to any benefits you may be entitled to.
Citizens Advice – Energy
Why might you need access?
Together Energy will occasionally need to enter your home or business to access your energy meter(s) or equipment. This will either be a Together Energy representative, one of our agents, or in an emergency, your local gas transporter or electricity network operator.
If we do ever need to send an engineer to your home, either to check a fault, do some repairs, or replace a meter, we want you to feel safe and in control.
All of our engineers will introduce themselves and give you the following information:
Which company they’re from
Proof of their identity
Their name and ID number
Their ID number shows:
The name of their organisation
A colour photo of the engineer
Who might show up?
We sometimes use companies such as National Grid, SMS, and Morrisons to carry out meter repairs, readings, and replacements, so don’t be surprised if their name appears on their ID.
Together Energy, our agents, the gas transporter and electricity network operator will ensure that any person who visits your home or business on our or their behalf:
(a) has the necessary skills to carry out the task;
(b) can be easily identified by you as our or their representative;
(c) will use any password or signal that you have agreed with us or them in order to help you confirm that they are who they say they are;
(d) will be a fit and proper person to visit and enter your property;
(e) will be able to inform you, if you ask, of a contact point for any help and advice that you may need about your supply of electricity or gas.
Please check the above information to satisfy yourself the engineer is genuine. If you’re still unsure, give us a call on 0141 846 1520 and we can help you identify whether the person is a representative of Together Energy.
As part of your contract with us you have agreed to give us, our agents, the gas transporter and the electricity network operator, safe access to your property and the electricity and gas meters when this access is required.