FAQs

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Switching energy suppliers will not affect any Winter Fuel Payments.

If you were born on or before 5 August 1953 you could be eligible to receive between £100 and £300 to help you pay your heating bills. This is known as a ‘Winter Fuel Payment’.

You usually get a Winter Fuel Payment automatically if you’re eligible and you get the State Pension or another social security benefit (not Housing Benefit, Council Tax Reduction, Child Benefit or Universal Credit).

If you’re eligible but don’t get paid automatically, you’ll need to make a claim – more detail can be found here https://www.gov.uk/winter-fuel-payment/how-to-claim

How the meter reading is displayed depends on the make and model of your smart meter.

If the model of your smart meter is Secure, you can display the reads as follows:

Electricity
1. Press 9 on the keypad
2. Your smart meter screen will show a series of letters: IMP KWH
3. You’ll see 8 digits (e.g. 0001234.5) followed by kWh at the bottom right of the screen
4. This figure is your latest reading.

Gas
1. Press 9 on the keypad
2. VOLUME will appear on your smart meter screen
3. You’ll see 6 digits (e.g. 00123.4) followed by an ‘m3’ symbol at the bottom right of the screen
4. This figure is your latest reading
Note: Gas smart meters will provide the reading in M3 and Kwh, but our system requires the reading in M3.

If the model of your smart meter is not Secure, you can display the reads as follows:

Gas
1. You will see either an A and B buttons, or red and black buttons
2. Press the A or red button to turn the display on
3. When the screen shows ‘credit on’ press the A or red button again
4. The screen will show ‘meter index’ which is the meter reading.

Electric
1. You will see either an A and B buttons, or a green button
2. Press the green A or green button to turn the display on
3. The meter will go through a list of menu options
4. The meter reading screen will show ‘total actual import’, and show the meter reading.

Category: Smart Meters

Always read the dials from left to right. For electricity meters read only the first five dials, and for gas meters read the four dials along the bottom. If the pointer is between two numbers, write down the number the pointer has passed. If the pointer is exactly over the number, write down that number and circle it. Then check the next dial, and if the pointer is between 9 and 0, reduce the previous number circled by 1. For example, a 4 followed by a 9, should be changed to a 3.

Category: Smart Meters

If you have an online account, you can add your meter readings on there. If not, you can either provide them to us via web chat, over the phone by calling 0800 158 5451, or by emailing [email protected]energy.com

Category: Smart Meters

Unfortunately, we are unable to support pre-payment meters at the moment.

28% of the electricity we supply our customers with comes from renewable sources. The full breakdown of our fuel mix can be found here.

The breakdown of the types of energy we use to supply our customers can be found here.

No, we’re currently unable to support Economy 10.

Yes we do. We don’t have separate unit rates for day and night usage, so everything is charged at the unit rate shown on our tariffs.

Yes, we’ll need to book it in with one of our engineer’s. Please either call us on 0800 158 5451, or e-mail [email protected]energy.com

At the moment, we are only able to accept customers to pay by monthly direct debit.

No. All we need is a final meter reading on the day you leave, and a forwarding address so we can send your final bill to you. We will close your account, and you will not have to pay any exit fee’s.

No. We will speak to your supplier for you and arrange for the transfer to be completed.

We only supply customers who pay by direct debit, so we can’t take on pre-payment meters at the moment If you have had a smart meter fitted, you will still be able to join us, but we may not be able to take meter readings from it automatically.

We will send you a link to register for the online account when we send out our request for your up-to-date meter readings. This could be 5 days before you are due to come on supply with us, or 5 days before you are due your next bill.

When you join us, you can choose to have your direct debit taken on either the 2nd, 9th, 16th, or 23rd of each month.

Yes, you can have you direct debit taken on either the 2nd, 9th, 16th, or 23rd of each month.

All we need is a final meter reading on the day you leave, and a forwarding address so we can send your final bill to you.

Please send meter readings in ideally once a month, but at least once every 3 months. That will mean that when we create your bill we don’t have to estimate how much you’ve used.

Normally, it takes 72 hours for a meter reading to show on your account.

We are not currently part of the Warm Home Discount Scheme, you would lose this if you joined us.

The people in the North have been paying too much for their gas and electricity. We carried out local surveys which showed that households throughout the North are paying around too much for their gas and electricity and receiving poor customer service.

More and more households are in fuel poverty and find it difficult to pay their bills. We think this isn’t fair. We want customers in the North to save on their energy bills. That’s why we’ll offer competitive prices and strive for exceptional customer service.

It will take around 21 days to switch to us from your previous supplier. We will write to you to confirm the date that we expect to take over.

No, we will speak to your previous supplier and let them know that you’re switching. We’ll arrange everything for you.

We will take monthly direct debits and will send you a bill every quarter, or if you prefer, you can access your bills through your online account once you’ve signed up.

You’re welcome pack will confirm the date that you have selected for your direct debit to be taken each month. The first payment will be taken on this date after we start supplying your energy.

Yes, if you have smart meters we can supply you. We may not be able to support them in smart mode, meaning that depending on the type of meter you have we may not be able to take the meter readings automatically.

Category: Smart Meters

Please complete the form on the Smart Metering page and we will ensure that you are one of the first to have them fitted when we come to your area.

Category: Smart Meters

Yes, if you have smart meters we can supply you. We may not be able to support them in smart mode, meaning that depending on the type of meter you have we may not be able to take the meter readings automatically.

Category: Smart Meters

No. Your installation is free, but if we find that a few more technical bits need doing before we can fit your meters, there may be a charge. Rest assured, we’ll let you know any charges before we carry out the work.

Category: Smart Meters

No, your current unit rates and standing charge will stay the same.

Category: Smart Meters

Yes. Your in-home display is for information only. You will still receive bills every 3 months in the same way you do now.

Category: Smart Meters

No. Smart meters use an entirely separate system. You don’t need Wi-Fi in your home for it to work and it won’t use your Wi-Fi if you have it.

Category: Smart Meters

It should take approximately 1 to 1½ hours for the electric and gas meter to be installed.

Category: Smart Meters

We work offer two time slots, 8:00-12:00 & 12:00- 16:00

Category: Smart Meters

Please get in touch with us on 0800 158 5451 or e-mail us at [email protected]

Category: Smart Meters

If one of our engineers arrives at the time and sate that we have agreed, we may charge a missed appointment fee unless you have notified us beforehand.

Category: Smart Meters

Sometimes, there are technical issues that mean we may be unable to fit your Smart Meters. Our engineer will explain why, and let you know what needs to be done to fix the problem.

Category: Smart Meters

We are fitting smart meters manufactured by Secure. To read them yourself please follow the below instructions;

Electricity
1. Press 9 on the keypad.
2. Your smart meter screen will show a series of letters: IMP KWH.
3. You’ll see 8 digits (e.g. 0001234.5) followed by kWh at the bottom right of the screen.
4. This figure is your latest reading

Gas
1. Press 9 on the keypad.
2. VOLUME will appear on your smart meter screen.
3. You’ll see 6 digits (e.g. 00123.4) followed by an ‘m3’ symbol at the bottom right of the screen.
4. This figure is your latest reading

Category: Smart Meters

If you find that your smart meter or in-home display isn’t working then get in contact with Future Energy on 0800 159 5451 or email [email protected]

Category: Smart Meters

Your electricity smart meter uses short-range wireless network called HAN (Home Area Network). This allows it to communicate with your gas smart meter and devices like your In-Home Display. Your gas meter doesn’t have a SIM card of its own, so it uses HAN to send messages to your electricity smart meter, which then forwards them to Future Energy.

If there’s ‘NO HAN’, your gas smart meter won’t communicate with your electricity smart meter and we won’t get your meter readings automatically, so you’ll have to give us them by email or calling 0800 158 5451 Your In-Home Display can be used to help boost the HAN signal between your electricity and gas meter and you may experience intermittent HAN if you move the In-Home Display around your home

Category: Smart Meters

If your electricity smart meter is somewhere with a weak mobile signal, its connection to Future Energy might drop in and out. This is known as ‘intermittent WAN’. If there’s ‘intermittent WAN’, we won’t get your meter readings automatically, so you’ll have to give us them by email or calling 0800 158 5451.

Category: Smart Meters

Your electricity smart meter uses WAN (Wider Area Network) to communicate with Future Energy. WAN uses a mobile phone signal to send us data, like your electricity and gas meter readings Your electricity smart meter has a SIM card inside (your gas smart meter doesn’t), just like a mobile phone.

So if it’s in a place with no mobile phone signal, it won’t communicate with us. This is what the industry calls ‘no WAN’ If there’s ‘no WAN’, we won’t get your meter readings automatically, so you’ll have to give us them by email or calling 0800 158 5451.

Category: Smart Meters

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