This booklet is aimed at consumers in England, Scotland and Wales. Unless otherwise indicated, information is valid in all three countries. The booklet has been produced by Ofgem, Citizens Advice and Citizens Advice Scotland as a guide to help you get the best deal from your energy supplier. It also highlights the help that is available from both energy suppliers and government if you are struggling to pay your energy bills.All information in this booklet is correct as of August 2016.

Section 1Shop around to reduce your energy costs by switching tariff, payment method or supplier

2 Understanding your choices4 Clearer and fairer6 Howtofindthebestdeal9 Howtochoosethebestpaymentoptionforyou12 Howtochangeyourtarifforsupplier15 SmartMetersandIn-Home-Displays18 Howtomakefurthersavingsthroughgroupbuying

Section 2Where to go for help if you are struggling with your energy bills or services

20 Howyoucanaccessextrafreeservices23 Howtogethelppayingyourenergybills27 Helpinwinter28 Checkifyourprevioussupplierowesyoumoney29 Solvingproblemswithyourenergysupplier

Section 3How to save money and use less energy in your home

30 Wheretofindhelp31 Schemestoimproveenergyefficiencyandsavemoney32 EnergyCompaniesObligation33 Nest (Wales)34 HomeEnergyEfficiencyProgramme(Scotland)36 Tipsforsavingenergy40 Energysuppliers’contactnumbers44 Otherusefulcontactnumbers

TelephonenumbersrelevantinEngland,ScotlandandWales unless otherwise stated.

Contents

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Understanding your choices

Tomakesureyouareonthebestenergydeal, haveyouaskedyourself:

• Wouldswitchingsupplier(s)savememoney?

• AmIonthebestenergytariff,mostsuitableformyneeds? Forexample,thereareonline,fixed,capped,singleanddualfueltariffs.Formoreinformationondifferenttariffsvisit citizensadvice.org.uk/energy-tariffs

Top tip…

Most energy suppliers offer fixed price tariffs, where the price of a unit of energy will stay the same for the length of the energy deal. These may be cheaper than other tariffs, but be aware that you may need to pay by direct debit, and that the amount you pay could increase if you use more energy.

There could be penalties if you switch before the end of the current deal, but, at the end of the deal your supplier must transfer you to their cheapest variable tariff with no end date, however there may be better deals with other suppliers available.

1Shop around to reduce your energy costs by switching tariff, payment method or supplier

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• AmIonthebestpaymentoption?Forexample,youcanpaywithaprepaymentmeter,quarterlybycashorchequeor bymonthlyorquarterlydirectdebit

• CouldIgetagranttoimprovetheinsulationandenergyefficiencyofmyhome?

• CouldIgetwelfarebenefitsandcouldIgetthe WarmHomeDiscount?

Top tip…

Shop around for the best deals (see How to find the best deal on page 6). Remember, sales representatives such as those who knock on the door or have a stall at the supermarket often work for one energy company and may only be able to show you deals from that particular supplier.

When considering any deal, check your annual statement or latest bill to see how much you are currently paying and how much you use.

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Clearer and fairer

In2014Ofgem,theenergyregulator,madechangesthatmeanitisnoweasiertoshoparoundandchoosethebestenergydeal.

Clearer

Suppliersmustkeepyouinformedby:

• Tellingyouwhichoftheirtariffsischeapestforyou onbillsandothercommunications

• Givingyouanannualsummarytellingyouwhichof theirtariffsyouareonandwhichtariffischeapestfor you,theamountofgasorelectricityusedforthepast 12monthswiththatsupplierandapersonalprojection thatestimatesyourlikelyenergycostsoverthenext 12months

• Explainingpricechangesinpoundsandpence

• Providingtariffinformationlabelstomake comparisonseasier

• Displayingtariffcomparisonratesonbillsand othercommunicationssothatyoucanquickly andapproximatelycomparethepriceoftariffs

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Top tip…

If you don’t have a smart meter, give regular meter readings to your supplier so that your annual statement reflects your usage accurately.

Fairer

Newrulestoensuresupplierstreatcustomersfairly,suppliersmustensure:

• Advancewarningisgivenofanypricechangesandwhenyourfixedenergydealfinishes

• No exit fee is charged after your tariff end notice has beenreceived

• Theymoveyoutothecheapestvariabledealwithnocommitmentwhenyourfixedtermdealends,however,theremaybebetterdealswithothersuppliersavailable

©John Birdsall

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Howtofindthebest deal

What you need before you start:

• thenameofyoursupplierandthetariff you are currently on

• howmuchenergyyouusedinthelastyear

• howyoucurrentlypayforyourenergy

• yourpostcode

Thisinformationisonyourbillandannualstatement fromyourenergysupplier.

Alternatively you can use your QR code

In2015QRcodeswereintroducedtoallenergybills. AQRcodeisabitlikeabarcode.Youcanscanitwithasmartphonecameraandinformationaboutyourenergy tariffandbillingwillbeuploadedstraighttoyourdevice. Youcanusethisinformationtoaccuratelycompare differenttariffsofferedbyenergysuppliers.

You’llneedtodownloadanapptobeabletousea QRcode.Searchfor‘energybillQRcodes’intheapp storeonyourdevice.

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Shop around:

• Useourpricecomparisonserviceorvisit www.goenergyshopping.co.uktofindouthow tocomparetariffs

• IfyougettheWarmHomeDiscountasadiscountonyourelectricitybill(seepage30formoreinformation),it’sworthcheckingwhetheryouwillstillgetthishelpifyouswitch

• LookoutfortheTariffInformationLabelwhichcontainskeyfactsaboutanenergytariff.Everytariffwillhavealabelandyou’llfindthemonenergysuppliers’websitesoryoucanrequestitfromthemfreeofcharge.Youcanfindout aboutTariffInformationLabelsandwhattheymeanat www.goenergyshopping.co.uk/understanding-bills/reading-your-bill-and-annual-statement

Therearedifferentwaysyoucanfindoutaboutpotentially betterenergydeals:

• Useourcomparisonwebsite energycompare.citizensadvice.org.uk

• Useoneoftheapprovedonlinepricecomparisonservices listed on goenergyshopping.co.uk/confidence-code. ThesewebsitesareaccreditedtotheConfidenceCode, runbyOfgemtheindependentregulator

• Talktoyourcurrentsupplierorlookattheirwebsite. Pleasenotetheywillonlybeabletoadviseyouon their own tariffs

• Contactotherenergysupplierstocomparedeals (refertopage40)

• Ifyoucannotaccesstheinternet,youcancallthe CitizensAdviceconsumerserviceon03454 04 05 06 (English language) or 03454 04 05 05 (Welsh language). Fortextphone,dial18001followedbythehelplinenumber

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Key factIf you rent and you are responsible for energy bills, you have the right to switch. A landlord only has the right to choose the energy supplier if they are paying the energy bills.

Further information is available at goenergyshopping.co.uk/tenants or

citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-a-tenant/

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How to choose the best payment option for you

Energysuppliersofferseveralwaystopayforyourenergy.Beforedecidingwhat’sbestforyou,it’simportanttoconsiderthedisadvantagesaswellasthebenefitsforallpaymenttypes.

CommonPaymentMethodsKey: Benefits Disadvantages

Prepayment meter (Pay-as-you-go) Payinadvanceforyourenergysupply Youcanbetterbudgetwhatyouspendonenergy andmanagehowmuchenergyyouuse Ifcreditrunsoutthereislimitedemergencycredit beforesupplyisdisconnected Youonlypayforwhatyouuse,sonoestimatedbills Limitedchoiceoftariffsmeansyoucouldendup payingmore Canbeinconvenienttotopuporaccessthemeter Dailystandingchargescanbuildupadebtonthe meterevenwhenafuelisnotbeingused Youcanstillswitchsupplier–evenifyouhaveadebt ofupto£500oneachfuel.

This option might suit you if you want to avoid getting into debt or if you want to manage an existing debt. Formoreinformationonpre-paymentmetersvisit www.goenergyshopping.co.uk/understanding-bills/ prepayment-meters

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Quarterly Bill Paymentisevery3months(somesuppliersdooffermonthlybills).Whenyoureceiveyourbillyouwillneedtopayitbyacertain date Thereareanumberofdifferentoptionsforpayingyourbill.Mostsuppliersallowyoutopaybycash,cheque,standingorderandcreditordebitcard Thereisariskofbeingchargedalatepaymentchargeifyouforgettopay Thepaymentwillcover3monthsofenergysoyouwillneedtopayalargeramountinonegocomparedwithbreaking itupintofortnightlyormonthlypayments

This option might suit you if you are good at budgeting or don’t have a bank account

Fuel Direct PaymentforcurrentuseofenergyanddebtistakendirectlyoutofbenefitsbytheDepartmentforWorkandPensionsandgivenstraighttoyoursupplier Ifyouusemorethantheamountdeductedfromyourbenefits,yourdebtwillincreaseandsowillfuturepayments

This option might suit you if you find it difficult to manage your money and are on certain benefits

Weekly/fortnightly/monthly budget payments Smallerpaymentsonaregularbasisusingapayment cardprovidedbyyoursupplier Youcanpayyourbillforfreeatanumberofdifferentplaces.Dependingonyoursupplier,youcanpayatthePostOffice,PayPointandPayzoneoutlets.Alloftheseoutletsacceptcash,chequesandcredit/debitcards Findyournearestoutletatpaypoint.comorpayzone.co.uk Riskofbeingchargedalatepaymentchargeifyou forgettopay

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This option might suit you if you don’t have a bank account, or you are repaying any debts

Monthly or quarterly direct debit Paymentisthesametimeandamounteverymonth, whichmayhelpwithbudgeting Youmaybepayingtoomuchortoolittleifbillshave beenestimated

This option might suit you if you have a regular income or have a bank/building society account

What if I am in debt to my supplier?Ifyouuseaprepaymentmeterandoweyourenergy supplierlessthan£500foreachfuel(gasandelectricity), youcanstillswitch.Yourdebtwilltransferwithyoubut youmaybenefitfromalowerpriceandpotentiallybe abletopayitofffaster.

Ifyoudon’thaveaprepaymentmeterandhavean outstandingdebttoyourenergysupplier,theyhave therighttopreventyoufromleavinguntilyouhave paidoffyourdebttothem.Yoursuppliercan’tstop youfromleavingthemifitistheirfaultyouareindebt, forexample,iftheybilledyouincorrectly.

Ifyouhaveadebtwithyourgasorelectricitysupplier andarestrugglingtomakepaymentsorcannotagree apaymentplanwiththem,contacttheCitizensAdviceconsumerserviceon03454 04 05 06 (English language) or 03454 04 05 05(Welshlanguage).Fortextphone, dial 18001followedbythehelplinenumber.

OrvisityourlocalCitizensAdvice.Searchforyournearest at citizensadvice.org.uk/about-us/how-we-provide-advice/advice/ (in England and Wales) or cas.org.uk/bureaux (in Scotland).

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How to change your tariff or supplier

Staying with your current supplier

Ifyouarestayingwithyourcurrentsupplierbutchanging toadifferentpaymentoptionortariff,yoursupplierwill arrangethechange.Simplygetintouchwiththemand tellthemwhatyouwanttodo.Theyshouldthenwrite toyouconfirmingthedetailsofyournewcontract.

Switching to a new supplier

Ifyouhavechosenanewsupplierfollowthesesteps: 1 Contactthesuppliertoagreeanewenergydeal, ifyouuseapricecomparisonsitetomakeaswitch, then the site will do this for you

2 Makesureyouconfirmwhatdealyouwouldlike, forinstancethenameofthetariff

3 Youwillbesentacontract–checkit’scorrectandthat thedateyouchangesupplieriscorrect

4 Ensureyouhavepaidalloutstandingbillswithyour currentsupplier

5 Takeameterreadingonthedayyouchangesupplierso youcancheckyourbills.Youmayalsoneedtoprovide thisreadingtoyouroldandnewsupplier

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1 Contact the supplier to agree a new energy deal: Youcandothisface-to-facewithasalesperson,overthetelephoneorontheinternet.Theprocesstotransfersupplyfromonecompanytoanotherusuallyonlytake3daysafter theendofany14daycooling-offperiod.Thecooling-off periodisthetimeyouhavetochangeyourmindafteryou’veagreedtoanewenergydeal,dependingonhowandwhereyou agree to do this.

2 Confirm what deal you want:Suppliersshould contactyoutomakesureyouunderstandthatacontract hasbeenenteredintoandthatyouarehappywiththeway thesalewasmade,iftheydonotthenyoucancontactthem. Youmayhavetherighttocancelthecontractwithina14daycooling-offperiod,dependingonhowandwhereyouagree to do this.

3 Check the contract:Youhavetherighttoseeyour contract,ifyouarenotsentoneautomaticallyyoushouldrequestit.Checkit’scorrectandcheckthedateyouare duetochangesupplier.

4 Pay any outstanding bills:Ifyoudon’tdothis,yourexistingsuppliermayblockthetransfer.Cancelanydirect debitsorstandingorderssetuptopayyourexistingsupplieronceyouhavepaidyourfinalbill(orgetarefundifyou are in credit).

5 Take a meter reading:Yournewsupplierwillreadthemeter,oraskyoutotakeareading,aroundthetimeoftheswitch.Theoldsupplierwillusethemeterreadingtowork outthefinalbillandthenewsupplierwilluseittostartthe newaccount.Keepanoteofthereadingincaseofany futuredispute.Ifyoudonotknowhowtoreadyourmetercheckout www.goenergyshopping.co.uk/understanding-bills/reading-your-metersforadviceonhowtoreadthemostcommontypesofmeter

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Key factIf you are using a prepayment meter and you have debts of up to £500 per fuel then your supplier must allow you to switch. If you are on other payment methods you will have to pay off any debt owed at the time of the switch.

Key factIf you have a smart meter, you’ll still be able to switch energy supplier as before. However, some energy companies haven’t started installing smart meters yet and early versions of smart meters might not be compatible between different suppliers. If you switch between suppliers, you might lose some of your ‘smart services’. For example, you may have to start submitting meter readings again. This would stop once the supplier eventually introduces smart meters to their customers and newer versions of smart meters are introduced. You should check with the supplier to make sure they currently offer smart meters before you switch.

IfyouexperienceanyproblemsduringtheswitchingprocessyoucaneithercontactyouroldornewsupplierortheCitizensAdviceconsumerserviceon03454 04 05 06 (English language) or 03454 04 05 05 (Welsh language). Fortextphone,dial18001followedbythehelplinenumber.

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SmartMetersandIn-Home-Displays

SmartmetersareanewtypeofmeterforgasandelectricitywhichwillbeofferedtoallBritishhouseholdsoverthenext fewyearsaspartofagovernmentscheme.Asmartmetercanautomaticallysendmeterreadingstoyoursupplier,meaningtheycanbillyouaccuratelyfortheenergyyou’veused.Smartmetersshouldmeanthatmanualmeterreadings,estimatedbillsandbackbillswillbecomeathingofthepast.Smartmeterswillalsoallowyouaccesstomoredetailedinformationaboutyourpersonalenergyusagewhichcanhelpwithdecidingaboutswitchingandenergyefficiency.

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Key FactA smart meter won’t automatically save you money – you’ll have to be proactive to reduce your energy costs. The best way to do this is to use the digital ‘in-home’ display that you’ll be offered with a smart meter to keep track of how much energy you’re using. You can then try to reduce it.

Someenergysuppliershavealreadybeguninstallingsmartmetersintheircustomers’homeswiththemainphaseoftherolloutcurrentlyscheduledtobegininlate2016.Otherenergysuppliersarestilltriallingsmartmetersandarelikelytowaituntil2017beforeofferingthem.

Whileenergysuppliersareobligedtooffersmartmeterstoeveryoneby2020you don’t have to accept one if you don’t want one.Inthefuture,smartmeterswillbetheonlyoptionavailabletoreplaceoldmeters.However,you’llstillbeabletorequestthatyoursupplierdoesnotmakeuseofthesmartmeterfunctionality,meaningthatitwillactlikeastandardmeter.

Youshouldbeofferedan‘In-HomeDisplay’.EnergysuppliersarerequiredtoofferanIn-HomeDisplaywithyoursmartmeter.Thedisplaywillshowyouhowmuchenergyyou’reusingandanapproximatecostofthatenergy.DifferentsupplierswillofferdifferentIn-HomeDisplayssoyoumaywanttoaskwhatfeaturesyourswillcomewith.

Youcanchoosehowoftenenergyusageinformationissentviayoursmartmetertoyourenergysupplier.Bydefault, yoursupplierwillbeallowedtocollectonemeterreading perdayandtheyneedtotellyouiftheywanttodothis. Energysupplierswillhavetoaskforyourconsenttocollectanythingmoredetailed.Youwillalsobeabletochooseto shareaslittleasonemeterreadingamonthandchange yourmindabouthowmuchyoushareatanytime.Your energysupplierisn’tallowedtouseyoursmartmeter dataforpurposesotherthanbillingunlessyougive

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thempermission.

ThedetaileddatashownonyourIn-HomeDisplaywillremain inyourhomeandyoursupplierwon’tbeabletoseeitunlessyougivethempermission.

Thecostsofsmartmetersaregoingtobepaidthrougheveryone’senergybills,justascurrentmetersare,sothereshouldbenochargeswhenit’sinstalled.Thisalsomeansthatthecostofsmartmeterswillbesharedamongsteveryonewhetherornotyouagreetohaveasmartmeter.

Youmayinitiallylosesome‘smartservices’ifyouswitchsupplier.Gettingasmartmeterduringtheearlypartoftherolloutwon’tstopyoufrombeingabletoswitchsupplier butyoumaylosesome‘smartservices’(forexampleremotemeterreads)foraperiodoftime.Newermodelsofsmartmetersthatsupplierswillstarttoinstallfromwinter2016 willresolvethisproblemsoyoushouldcheckwithyoursuppliertoconfirmwhatimpactswitchingmayhaveon yourparticularmeter.Eventuallyallcompliantsmartmeters willbeabletoswitchwithoutanylossoffunctionalitybut onesinstalledearliermaytakelonger.

Smartmeterscanbecreditorprepay.Smartmeterswill beabletoworkbothin‘credit’and‘prepayment’modes. Becauseofthis,prepaymenttariffsshouldbecomecheaper inthefuture.Smartmeterswillalsoallowfornewwaystotop-upyourmeterbyphone,onlineorthroughanappinadditiontocurrentmethods.

Itisuptoyouwhetheryouchoosetohaveasmartmeternowandaccessthevariousbenefitstheyofferimmediatelyorwaituntillaterwhennewersmartmetermodelsareavailablethatmayeliminatetheswitchingissues.

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Howtomakefurthersavingsthrough group buying

Collective purchasing and switching

Therearebenefitstojoiningtogetherwithyourneighbours andcombiningyourbuyingpowertogetbetterelectricity andgasdeals,butdealsdifferandyoushouldcheckoutthe bestoneforyou.

Formoreinformationvisit gov.uk/collective-switching-and-purchasing.

Oil clubs–joininganoilclubmeanstheclubwillnegotiate withsuppliersforthebestbulkpurchasepriceforheatingoil. Theclubcanhelpyourcashflowbyallowingyoutoorder smalleramountsfourtimesayearbutstillbenefitfromthe bulkpricing.

FormoreinformationvisittheCitizensAdvicewebsite:citizensadvice.org.uk/oilclubs.

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SavingmoneywithEnergyBestDealAretiredtenantofTheGatesheadHousingCompany,Susie*,heardabouttheEnergyBestDealdropinthatwastakingplace inherlocalcommunitycentreanddecidedtocomealongandfindoutmore.

Susiehadneverswitchedtarifforfuelsupplierbeforeandasaresultshewasonthestandardtariff,meaningshewaspayingmorethansheneededtobeforherusage.So,shewantedto findoutifshecouldsavemoneybygettingabetterdeal.

BeforecomingtothedropinsessionSusiedidn’trealiseitwasevenpossibletochangehergasorelectricitysupplier,soshe waspleasedtohavefoundoutthatshewaseligibletosavemoneybyswitching.

Susieundertookapricecomparisonandwasdelightedtofindoutshecouldsavealmost£400ayearbyswitching,sothat’swhat she did!

Aswellasbeingabletoswitchproviderandsavemoney,whilst atthesessionSusiefoundoutaboutotherusefulinformationincludingdifferentwaysofpayingforherenergyandreceivedenergyefficiencyadviceforkeepingherhomewarm.

Susiesaid,“I’msopleasedIdecidedtogotothedrop-insession.ThefreeadviceofferedbyLeeandHelenwasreallyuseful–andbestofall,bysimplyswitchingsupplier,I’mgoingtosave£383this year!

Itwassoeasytodo,Iwouldrecommend everyonetogoalongtothesedrop-ins toseehowtheycansavemoney.”

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2Where to go for help if you are struggling with your energy bills or services

How you can access extra free services

The Priority Services Register isaschemewhichoffers extraservicesfreeofchargeifyouareofpensionable age,aredisabled,chronicallysickorhavesight/hearingdifficulties.Theschemeisdesignedtoprovideadditionalsupportforthosemostinneed.PriorityServicecustomers maybeabletoaccessthefollowingservicesfromtheir energysupplieranddistributionnetwork.

Improved access to your meterIfyouhaveaprepaymentmeterandareunabletoaccess it,youcanaskforittobemovedorreplacedwithacredit meter.Pleasenote,theremaybeachargeforthis.

Whereyouareunabletoaccessyourelectricityorgas meter,supplierscanarrangetoreadthatmeterforyou eachquarterandinformyouofthereading.

Password protection scheme

Supplierscanagreeapersonalpasswordforuseby theirstaffwhentheyvisityourhome,soyouknow they are genuine.

Bill nominee schemeSupplierscanarrangeforyourbillstobesenttothe addressofafriend,relativeorcarersothattheycan helptoarrangepayment,theiragreementisrequired forthistohappen.

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Advance notice and support during interruptions

Energycompaniesrecognisethatconsumersinvulnerablesituationsmaybemoreatriskthanothersiftheirgasorelectricitysupplyisinterrupted.Forexample,theymay relyontheirenergysupplyto:

• operatemedicalormobilityequipment• storemedicines• staywarm

Ifyourelyonyourenergysupplyinthisway,tellyour networkdistributioncompany.Iftheyknowaboutyoursituationtheywillmakespecialeffortstogiveyouadvancewarningofsupplyinterruptionsandsupportduringinterruptions.

Ifyouarenotofpensionableage,disabledorchronically sickbutfeelthatyouneedoneoftheserviceslistedabove, youshouldstillcontactyourenergycompanytodiscuss yoursituation.Theymaybeabletohelpyou.

Services for customers with impaired hearing or visionSupplierscanprovideyouwithlargeprint,Brailleand talkingbillsandmustalsooffersuitablefacilitiestohandlecomplaintsandenquiriesfromcustomerswhoarevisually orhearingimpaired.

Toensureyoucanaccesstheseadditionalservices,contact yourenergycompanydirectly.Rememberthatifyouhave twodifferentsuppliersforyourgasandelectricity,youwill needtocontactboth.

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Free gas appliance safety checkThisisachecktomakesuregasappliancesaresafe andnotgivingoutaharmfullevelofcarbonmonoxide. Youcangetafreeannualcheckfromyourenergy supplierifyouareanowner-occupieronmeans testedbenefitsand:

• Livealoneandareofpensionableage,disabledor chronicallysick

• Livewithothersandallhouseholdoccupantsare ofpensionableage,disabledorchronicallysick, or under 18

• Haveachildundertheageoffiveliving in the household

Ifyouarerentingyourproperty:

• Yourlandlordisresponsibleforprovidingafree annualgassafetycheck

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Howtogethelppayingyour energy bills

Ifyourbillisunexpectedlyhigh,contactyourgasorelectricitysuppliertohavethemeterreadorgiveyourownreading. Anunexpectedlyhighbillmaybecausedbythemeterbeingmisread,orbyanumberofunderestimatedbillsfollowed byanaccuratebill.Energysupplierswillworkwithyou ifyouarestrugglingtopayyourbills.Alwayscontact themassoonasyoucantofindouthowtheycanhelp.

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Managing energy billsDependingonyoursupplierandyourcircumstances, youcouldreceiveotherhelp.Forexample:

• Rebatesifyouareolder,oncertainbenefitsoron alowincome

• Moneyoffyourenergybill,forexampletheWarm HomeDiscount,refertopage30formoreinformation

• Benefitentitlementcheckstoensureyougetallwelfarebenefitsyouareentitledto

• Trustfundswhichoffergrantsforthingslikewriting offdebtsorbuyingnewenergyefficientappliances

Debt repayment Ifyouareindebttoyoursupplier,theymustofferyou anaffordablepaymentarrangementthatconsiders yourfinancialcircumstancesandyourabilitytopay. Forexample,youcouldrepayyourdebtbycash orcheque,bydirectdebit,usingapaymentcard, throughaprepaymentmeter,orthroughthe FuelDirectscheme,whichismentionedinmore detailonpage10ofthisbooklet.

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Avoiding disconnection Ifyouletyourenergydebtsbuildup,thereisariskthatyou willeventuallybedisconnected,whichmeanshavingyourenergycutoffbyyoursupplier.Mostenergysupplierswill fitaprepaymentmeterasanalternativetodisconnection.However,ifyouarethreatenedwithdisconnection,there arestrictrulesastowhetherornotthiswillbeallowedtohappen.YoucannotbedisconnectedinthesixmonthsbetweenOctoberandMarchifyouareofpensionable ageandlivealone,orifyoulivewithpeoplewhoareofpensionableageorunder18.Ifyouhaveapensioner livingwithyou,youshouldtellyourenergysupplieras theymusttakeallreasonablestepsnottodisconnect. Thesameruleappliesifsomeonelivinginyourhome ischronicallysickordisabled.

Thereisalsoavoluntaryagreementyoushouldbeaware ofifyoubuyyourenergyfromanyofthesixmainsuppliers.TheseareBritishGas,SSE,E.ON,npower,EDFEnergy andScottishPower.Allthesecompanieshaveagreed tonotknowinglydisconnectvulnerablecustomersfromelectricityorgassuppliesatanytimeoftheyear.Youmay beconsideredvulnerableforreasonssuchasyourage, health,disabilityorfinancialstatus.

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Youcannotbedisconnectedif:• Youhaveadebtrelieforder(ifyouliveinEnglandor Wales)thatincludesexistingenergydebts.Adebt relieforderisacheaperoptionthangoingbankrupt ifyoucan’taffordtopayoffyourdebts.Ifyoulivein Scotlandandhaveadebtpaymentprogrammethat includesenergydebts,it’sunlikelythatyoursupplywill bedisconnected.Ifyouhaveanyconcernsaboutthis, contactyourdebtadviserforadvice.Whereveryoulive, youcouldstillbedisconnectedifyoubuildupnew energydebts

• Yourdebtisowedtoaprevioussupplier• Youhavebeenmadebankruptandthedebt relatestoaperiodbeforeyouwentbankrupt

• Thedebtisnotforthegasorelectricityyouhave usedbutforsomeotherserviceorapplianceyou haveboughtfromyoursupplier

Specifichelpisavailableifyouhaveeitherbeenthreatened withdisconnectionorhaveactuallybeendisconnected. YoucanfindoutmorebycallingtheCitizensAdvice consumerserviceon03454 04 05 06 (English language) or 03454 04 05 05(Welshlanguage).Fortextphone,dial18001followedbythehelplinenumber.OrvisityourlocalCitizensAdvice.Searchforyournearest at citizensadvice.org.uk/about-us/how-we-provide-advice/advice/ (in England and Wales) or cas.org.uk/bureaux (in Scotland).

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Helpinwinter

Ifyouareofpensionableage,youmaybeabletoget helpwithfuelcostswithaWinterFuelPaymentorColdWeatherPayment.

The Winter Fuel Paymentisanannualpaymentto helpwiththecostsofkeepingwarmduringthewinter.Paymentsvarybetween£100–£300dependingon yourcircumstances.Ifyoureceivethestatepension oranothersocialsecuritybenefit(nothousingbenefit, counciltaxreductionorchildbenefit),thiswillbepaid toyouautomatically.Ifyouthinkyoumightbeeligible andaren’tpaidautomaticallyyoucancalltheWinter FuelPaymenthelplineon08459 15 15 15orvisit gov.uktofindoutmoreormakeaclaim.

Cold Weather Paymentshelpsomehouseholdsin anareawhereaperiodofexceptionallycoldweather hasoccurred.Apaymentof£25willautomaticallybe madeforeachseven-dayperiodbetween1November and31Marchwhenthelocaltemperatureisanaverage ofzerodegreesCelsiusorloweroversevenconsecutive days.Eligiblehouseholdsarethosereceivingcertain benefits.Visitgov.uk, citizensadvice.org.uk/ or contactyourlocalCitizensAdvicetofindoutmore.

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Checkifaprevioussupplier owes you money

Whenyouswitchenergysuppliersormovehouse,your currentsuppliershouldrefundanycreditremainingon youraccount.Thisismoneyyou’vepaidtothemin advanceforenergyyoudidn’teventuallyuse.

Whenyoucloseyouraccountthesuppliermustsend youaclosingstatementtellingyouifthere’screditon youraccount,orifyouoweanythingtothem.Some supplierswillnotalwaysdothis,soit’sworthcontacting themtoseeifyou’reowedmoney.

Tofindoutifyourprevioussupplierowesyoumoneythere isnowa‘MyEnergyCredit’helpline0370 737 7770 or go to myenergycredit.com.

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Solvingproblemswithyour energy supplier

Ifyoubelieveyoursupplierhasdonesomethingwrong youshouldfirsttellthemabouttheproblemandask themtoputitright.Youwillfindtheircontactdetails onyourbillorenergystatement.

Iftheproblemisnotsolvedinareasonabletimeyou shouldmakeaformalcomplainttoyoursupplier. Againthedetailsofwheretosendthiswillbeonyour billorstatement.IfyouneedsomehelpinmakingyourcomplaintyoucancontacttheCitizensAdviceconsumerserviceon03454 04 05 06 (English language) or 03454 04 05 05 (Welsh language). Fortextphone,dial18001followedbythehelpline number.

Yoursuppliershouldresolveyourcomplaintorsendyoua‘deadlockletter’sayingthereisnomoretheycando.Ifyoureceiveadeadlockletter,ortheformalcomplainthasbeenoutstandingformorethaneightweeks,youmaytakeyourcomplainttotheindependentEnergyOmbudsmanwho canmakearulingwhichthesuppliermustaccept.Youcan visittheirwebsiteombudsman-services.org/energy orcallthemon0330 440 1624.

Remember, if you have not received a deadlock letter and it is less than eight weeks since you made your formal complaint the Ombudsman cannot pursue the matter.

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3 How to save money and use less energy in your home

Where to find help

Warm Home Discount scheme

Participatingelectricitysuppliersofferadiscountof £140offyourelectricitybillifyouareeligible.Youwillautomaticallyqualifyforthediscountifon10July2016 allofthefollowingapply:

• Yourelectricitysupplierwaspartofthescheme• Yourname(oryourpartner’s)wasonthebill• YouweregettingtheGuaranteeCreditelementof PensionCredit(evenifyougetsavingscreditaswell)

Youmayalsoqualifyifyouareonalowincomeorreceivecertainotherbenefits.

Toseeifyouqualifycallyoursupplierorvisit: citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/grants-and-benefits-to-help-you-pay-your-energy-bills/

gov.uk/the-warm-home-discount-scheme/what-youll-get

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Schemestoimproveenergy efficiency and save money

Therearegovernmentinitiativesavailablethatcanhelp yousavemoneybybeingmoreefficientwithenergy. Thekeyonesare:

• inEngland,theEnergyCompaniesObligation(ECO)• inWales,ECOandNest• inScotland,ECOandtheHomeEnergyEfficiencyProgrammeScotland(HEEPS)

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EnergyCompaniesObligationThisschemeaimstogetefficientboilersandinsulation intothehomesofvulnerablepeopleacrossGreatBritain.Itcanhelpyouinthreeways:• Carbon Emissions Reduction Obligation (CERO) focusesonhardtoheathomes,forexamplebyfunding solidandcavitywallinsulation

• Home Heat Cost Reduction Obligation (HHCRO) alsoknownastheAffordableWarmthScheme,helps withthecostofloftorcavitywallinsulation,boilerrepairs andreplacementsifyouorsomeoneelseinthehouseholdgetscertainbenefits.Youmustalsoownyourhome,have amortgageorbeatenantinaprivatelyownedproperty

• Carbon Saving Communities Obligation (CSCO) helpswithinsulationandglazingifyouliveinaspecifiedpostcodeareaorliveinalow-incomehouseholdina ruralarea.Aruralareameansyouliveinprivateorsocialhousing,inapopulationofunder10,000homesand youorsomeonewholiveswithyougetscertainbenefits

FindoutmoreinEnglandandWalesbyvisitingyourlocalCitizensAdvice.YoucanalsocalltheEnergy Saving Advice Service (ESAS)foradviceandtoseeifyouare eligibleon0300 123 1234.FindoutmoreinScotlandbycalling Home Energy Scotland on 0808 808 2282.

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Nest (Wales only)

NestistheWelshGovernment’sschemetohelp householdsinWalesreducetheirfuelbills.Nestcan adviseandsupportyouinhowtosaveenergy,make yourhomemoreenergyefficient,checkyourbenefitentitlementtoensureyou’regettingalltheincomeyou areentitledtoandadviseyouonmoneymanagement. Youcouldalsogetenergyimprovementmeasuresfor yourhomeatnocost,ifyoureceiveameans-tested benefitsuchaschildtaxcreditandliveinaproperty thatisprivatelyownedorprivatelyrentedandhas anenergyefficiencyratingofE,ForG,whichoften appliestoolderandlargerhomes.

FormoreinformationcontactNeston0808 808 2244 or go to nestwales.org.uk.

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HomeEnergyEfficiencyProgramme Scotland(HEEPS)(Scotland only)

HEEPSistheScottishGovernment’sinitiativelaunched in2013tohelphouseholdsreducebillsandmaketheir homesmoreenergyefficient.Itincludestheseschemes:

Area Based Schemes (ABS). Theseschemesarelocaltoyourareaandarebeing runbylocalauthoritiestoprovidehelptohouseholds experiencingfuelpoverty.Theyarefundedpartlyby theScottishGovernmentandpartlythroughtheEnergyCompaniesObligation(ECO).Measuresavailablecould includesolidwallinsulation,cavitywallinsulationand heatingsystems.

Cashback Scheme TheScottishGovernmentisofferingowneroccupiers, privateandsocialtenantsandregisteredprivatesectorlandlordsarebatetowardsinstallingeligibleenergy efficiencymeasuresforpropertiesthatareincounciltax bandsAtoC.Themeasuresmustberecommendedin apre-installGreenDealAdviceReportfortheproperty. Theschemeisavailableonafirstcome,firstservedbasis andissubjecttoavailablefunding.Landlordscanreceive loanfundingforamaximumof5properties.

Loan SchemeTheHEEPSLoanschemeisopentoowneroccupiersandregisteredprivatesectorlandlordsinScotland.Aninterest freeloanofupto£10,000isavailabletoinstallmeasures suchassolidwallinsulation,doubleglazingornewboilers. Therepaymentperioddependsontheamountthatyouborrow.Successfulapplicationswillbesubjecttoanadministrationfee.Youmustnotstartworkuntilyou havereceivedanofferundertheHEEPSLoanscheme. Theschemeisavailableonafirstcome,firstservedbasis andissubjecttoavailablefunding.Landlordscan receiveloanfundingforamaximumof5properties.

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Gas Infill Loan Scheme UndertheHEEPSLoanprogrammeloansareavailable tohelpowneroccupiersandprivatesectorlandlords with the costs of connecting to the gas grid. The Gas InfillLoansschemeprovidesinterestfreeloanfunding for gas connection costs and installation of a gas central heatingsystem.Itisavailableforindividualswishingto connecttothegasgrid,orwherethepropertyisincluded inagasinfillprojectorgasgridextensionproject.Loansareavailablebetween£500–£5,000.Landlordscanreceive loanfundingforamaximumof5properties.Successfulapplicationswillbesubjecttoanadministrationfee.Theschemeisavailableonafirstcome,firstservedbasisand issubjecttoavailablefunding.Youcangetmoredetails ontheseschemes,energyefficiencyadvice,information onlow-costenergytariffsandadviceonhowtomakethe mostofyourincomebycontactingHomeEnergyScotland on 0808 808 2282orvisitenergysavingtrust.org.uk/scotland.YoucanalsovisitEnergyActionScotlandat eas.org.ukforinformationonHEEPS.

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Tipsforsaving energy

Therearearangeofthingsthatyoucandotomakeyour housemoreenergyefficientandtocutyourenergybills. Youcanspeaktoyourenergysupplierorforindependentadvicecontact0300 123 1234(EnergySavingTrustEnglandand Wales) or 0808 808 2282(HomeEnergyScotland) orvisitgov.uk/energy-grants-calculator.

Toptipsforsavingenergy:

1 Ifyouhaveatimeronyourcentralheatingsystem,set theheatingandhotwatertocomeononlywhenrequired forexample,30minutesbeforeyougetupinthemorning andsetittoswitchoff30minutesbeforeyouaredueto leaveorgotobed

2 Ifyouhaveahotwatertank,setthecylinderthermostat toeither60degreesCelsiusor140degreesFahrenheit. Cylinderthermostatsareusuallyfittedbetweenaquarter andathirdofthewayupthehotwatercylinder

3 Closeyourcurtainsatdusktostopheatescaping throughthewindowsandcheckfordraughtsaround windows and doors

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4 Alwaysturnoffthelightwhenyouleavearoom

5 Don’tleaveappliancesonstandbyandremember nottoleavelaptopsandmobilephonesonchargeunnecessarily

6 Whenyouaredoingthewashing,trytofillupthe machine,tumbledryerordishwasher.Onefullload uses less energy than two half loads

7 Tryandensurethatyouonlyboilasmuchwater as you need

8 Adrippinghotwatertapcanwasteenoughenergy inasingleweektofillhalfabath.Fixleakingtapsand makesuretheyarefullyturnedoff

9 Considergettingasmartmeterandin-homedisplay installedwhenyouareofferedonebyyourenergy supplier.Thein-homedisplaywillshowyouhowmuch energyyouareusingsoyoucanworkoutwherethere maybeopportunitiestouselessenergyandsavemoney. Thegovernmentwantsallhouseholdstohaveasmart meterby2020

10 Doahomeenergychecktofindoutaboutsavings ofupto£250ayearonhouseholdenergybills.VisittheEnergySavingsTrusthomeenergycheckatenergysavingtrust.org.uk /domestic/home-energy-check in England and Wales and at energysavingtrust.org.uk/domestic/home-energy-check-scotlandinScotland.Usethischecktogetafullreport withdetailsofyourhome’senergyuseandthesavings youcouldmake

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Gettingthebestdealand resolvingalargebill

John,a61yearoldwhoworksfull-time,liveswithhis wifeina3bedpropertytheyhaveamortgageon. Johnandhiswifehavebeenpaying£114permonth fortheirgasandelectricwithBritishGas,withitincreasingslightlylastwinter.Johnreceivedabillinthenewyear for£873,andarequesttoincreasethemonthlypayments to£224permonth.

Johnsuggestedthathisgasandelectricityusagehadn’tsignificantlyincreasedoflate,andhehadnoideahow hisbillcanbesohigh.Hisaccountwasincredittothe tuneofnearly£200,butthenmovedintosignificant debt.JohnwenttohislocalCitizensAdvicetotryand gettothebottomoftheissue.

John’sgasusageseemedexcessive,andafterquerying thegasappliancesandheatingsysteminhishome, theamountbilledappearedtobeaninaccuratereflection oftheactualusage.Johnhadkeptarecordofhismeterreadingsforoveramonth,whichconfirmedthathis usagecouldbeconsidered‘average’.However,according toJohn’srecentbill,hisestimatedannualgasusage was30,184kwh,nearly3timesthenationalaverage!

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WhenthiswasqueriedwithBritishGas,whosuggested thatJohn’susagewasinfact‘average’foraproperty ofthissize,andthatthebillwasaccurate.CitizensAdvicechallengedthis,andaskedforanyactiontobesuspended ontheaccountinthemeantime.Duringtheconversation withthesupplier,theadvisersuggestedthatJohnhadan oldimperialdialmeter,calculatedincubicfeet.After analysingJohn’sbill,theadvisorsuggesteditwas anewerdigital‘metric’metercalculatedinmeters cubed,whichwaslaterconfirmedinphotographs. ThesephotographswerethenforwardedontoBritish Gas,whosubsequentlyacknowledgedtheirmistake andpromisedtorebillJohn.

Johnthenreceivedarecalculatedbill,whichhadresulted inaswingofaround£1,200,withJohn’saccount nowbeingcloseto£300incredit.ThelocalCitizens AdvicethenhelpedJohntoswitchsupplier,resulting inafurtherannualsavingof£330.Johnhadachieved asavingofaround£1,530asaresultoftwoappointments withhislocalCitizensAdviceaspartoftheEnergyBest Dealproject,withwhichhewasobviouslydelighted.

ThelocalCitizensAdviceEnergyChampionthenheld afollowupcallwithJohnapproximately4weeks afterhislastappointment,andJohnwasdelighted withtheprogressmadeandoutcomeofhiscase. HeacknowledgedthatbeforehisEnergyBestDeal projectappointments,hedidn’tknowwhataction hecouldtaketoimprovehissituation,butthishas nowchanged,andhefeltmuchmoreconfident abouttacklingthissortofissueinthefuture.

*Nameshavebeenchanged

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Energysuppliers’ contact numbers

Energy company

Website Customer Service

Cheaper for Mobile *

Warm Home Discount

Affect affectenergy.com 0330 606 2672

Avro avroenergy.co.uk 0800 680 0795

Bristol Energy bristol -energy.co.uk 0808 281 2222

British Gas (including customers of Scottish Gas)

britishgas.co.uk 0800 048 02020330 100 0303 prepay

0800 072 8625 credit 0800 294 8604 prepay

Better Energy (gas only)

betterenergy.org.uk 0115 846 0438*Not part of the scheme

Bulb bulb.co.uk 0300 303 0635

Cardiff Energy Supply Ltd (CESL)

cesl.me 0292 132 1191

Co-operative Energy

cooperativeenergy.coop 0800 954 0693 01926 516152 0800 954 0693

Daligas (gas only) daligas.co.uk 0800 111 4568Not part of the scheme

Ebico ebico.org.uk 0800 458 7689 0800 300 111

E e-uk.com 0333 103 9575

Economy Energy economyenergy.co.uk 0844 409 6613 Not part of the scheme

Ecotricity ecotricity.co.uk 0800 030 2302 01453 761482Not part of the scheme

EDF Energy (incl. customers of Seeboard and SWEB)

edfenergy.com 0800 096 9966 0113 820 7117 0808 101 4130

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Energy company

Website Customer Service

Cheaper for Mobile *

Warm Home Discount

Extra Energy extraenergy.com 0800 953 4744 0330 303 4774Not part of the scheme

E.ON eonenergy.com 0345 059 9905* 0345 052 0000*

First Utility first-utility.com 0192 632 0700* 0800 138 3342

Flow flowenergy.uk.com/ 0800 092 0202

Future future-energy.com

GB Energy gbenergysupply.co.uk/ 0800 644 4451

Gnergy gnergy.co.uk 0125 249 4141

Go Effortless goeffortless.co.ukcontact@goeffortless.co.uk

Good Energy goodenergy.co.uk 0800 254 0000 01249 766090Not part of the scheme

Green Energy greenenergy.uk.com 0800 783 8851 01920 486 156Not part of the scheme

Green Star mygreenstarenergy.com 0800 012 4510 033 0088 1619Not part of the scheme

Iresa iresa.co.uk/ 0115 727 0982

Isupply energy isupplyenergy.co.uk/ 0330 202 0298

Loco2Energy (electricity only)

loco2energy.com 0845 074 3601 0203 582 3667Not part of the scheme

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Energy company

Website Customer Service

Cheaper for Mobile *

Warm Home Discount

M&S Energy (in association with SSE)

mandsenergy.com 0800 980 2473 Not available 0800 300 111

National Gas nationalgas.org.uk 0303 031 1200

npower npower.com 0800 316 99520330 100 8632 0330 100 8625

0800 980 5525

Octopus octopus.energy 0330 808 1080

Our power our-power.co.uk 0808 168 4534

OVO Energy ovoenergy.com 0800 599 9440 01179 303100Not part of the scheme

Places for People pfpenergy.co.uk/ 0177 289 7355

Robin hood robinhoodenergy.co.uk 0800 030 4567

Sainsbury’s Energy (in association with British Gas)

sainsburysenergy.com 0800 316 0316 Not available 0800 077 3827

Scottish Power (including Manweb)

scottishpower.co.uk 0800 027 0072 0345 270 0700 0800 027 0072

SO so.energy 0330 111 5050

Spark Energy sparkenergy.co.uk 0345 034 7474*Not part of the scheme

SSE sse.co.uk 0800 980 8831 Not available 0800 300 111

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Energy company

Website Customer Service

Cheaper for Mobile *

Warm Home Discount

SSE Atlantic atlantic.co.uk 0800 980 8437 Not available 0800 300 111

SSE Scottish Hydro hydro.co.uk 0800 980 8754 Not available 0800 300 111

SSE Southern Electric

southern-electric.co.uk 0800 980 8476 Not available 0800 300 111

SSE SWALEC swalec.co.uk 0800 980 9041 Not available 0800 300 111

Utilita utilita.co.uk 0345 207 2000 01962 397 097Not part of the scheme

Utility Warehouse (owned by Telecom Plus)

utilitywarehouse.co.uk 0800 781 7777 Not available 0800 781 7777

Zog Energy (gas only)

zogenergy.comhello@zogenergy.com

Not availableNot part of the scheme

*Numbersstartingwith01or02aretypicallychargedupto9pperminuteifyoucallfromalandline;callsfrommobilesbetween8pand40pperminutedependingonyourcallpackage.Mostprovidersoffercallpackagesthatallowcallsfreeatcertaintimesoftheday.Numbersstartingwith03costnomorethancallsto01or02numbers.Callsto03numbersfromlandlinesandmobilesareincludedinfreecallpackages.

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Otherusefulcontact numbers

UK wide

CitizensAdviceconsumerservice 03454040506 Fortextphone,dial18001followedbythehelplinenumber

TotalktoaWelshspeakingadviser 03454040505

WinterFuelPaymentshelpline 03459151515

EnergySavingAdviceService(ESAS) 03001231234

Scotland

HomeEnergyScotland 08088082282

Wales

Nest 08088082244

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Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise.

Copyright © 2016 Citizens Advice. All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. All photos posed by models.

Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057. VAT number 726020276. Company Limited by Guarantee. Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD.

Energy Best Deal is a consumer campaign run by Citizens Advice and its partners in England, Scotland and Wales. It offers household energy consumers and frontline advice workers (both paid and volunteers) the opportunity to attend an information session on getting a better deal on their energy bills. Ofgem has supported the campaign since its launch in 2008.

The 2016/17 Energy Best Deal campaign is funded by EDF Energy; First Utility; ScottishPower; SSE; Utility Warehouse.

ofgem.gov.ukcitizensadvice.org.uk