Proud to be working with Co-operative Energy

GB Energy is now working with The Co-operative Energy.

Frequently Asked Questions

  • Personal account
    • I can't log into My Account. How do I access it?
      • If you are a registered customer of GB Energy Supply you will have an online account with us. If you are unable to log into your account due to a password problem, you should request a new one.

        This link will direct you to reset your password: https://www.gbenergysupply.co.uk/account/forgotten-password

        You should receive your forgotten password soon after completing these steps. A new password will be sent to the email account you registered with. If you fail to receive a new password, make sure you have used the correct email account. If the problem should continue please contact customer services.
    • Where can I find my customer number?
      • Your customer number can be found top right of any of the letters we have emailed to you. Or, in your GB Energy Supply online account under 'My Account'.
    • How often will I receive a statement?
      • If you pay by direct debit, we'll collect your payments monthly and send you an annual statement.
    • What is your complaints process?
      • We want to make everything as easy for you as possible. However, sometimes things do go wrong, we apologise and will do our best to put things right as quickly as we can.

        1 - If you experience a problem please call our customer services team on 0800 6444 451. We will try to sort things out straight away, and most problems get resolved on the phone. Please quote your customer number when you contact us.

        2 - If you feel your issue has not been addressed properly or in the correct time frame, and you wish to file a complaint please contact our support team via our enquiry form at https://www.gbenergysupply.co.uk/contact.

        You can also contact us by post. Please send your correspondence to:

        GB Energy Supply
        842 - 844 Garstang Road
        Broughton
        Preston
        PR3 5AA

        We will respond within ten working days and propose how to put things right.

        The team will look into the issue further and keep you up to date on its progress.

        If you're still not satisfied after following steps 1 and 2, ask the person dealing with your complaint to refer it to the head of customer services. They will carry out a thorough investigation and provide you with a final resolution to your complaint.
    • How will you respond to my complaint?
      • If we haven't resolved your complaint to your satisfaction, you can refer it to the Ombudsman Services: Energy. http://www.ombudsman-services.org/energy.html

        The ombudsman's service is impartial and free of charge; however, the ombudsman can only accept your case if:

        • The case regards gas and electricity bills.
        • The problems which arise are a result of switching energy supplier.
        • There is an issue with the way an energy product or service has been sold to you (including door step sales).
        • The case relates to the supply of energy to your home (e.g. when you experience a power cut).
        • The case relates to micro generation and Feed-In Tariffs (FITs).

        Ombudsman Services will investigate your case thoroughly and propose a way to resolve the situation. If you accept the proposal – which might be for GB Energy Supply to apologise, take remedial action or pay compensation – we are bound by this decision.
    • Where can I get independent consumer advice on energy?
    • How can I manage my account?
      • You can update your account details & provide meter readings in the 'My Account' section. Simply register to manage your account online, using the account details shown in your welcome email.
    • When can I contact you?
      • You can call our customer services team from Monday to Friday, between 8am – 8pm.
        Telephone number: 0800 6444 451.
        We're closed on Bank Holidays.
    • I'm having difficulty viewing my bill
      • If you're experiencing problems when trying to view your bill, we often find that this is due to one of the following reasons:

        1. You might need to change your browser settings, which allows you to view PDFs online. The following link will explain how to do this: Display PDF in browser

        2. You may need to upgrade the PDF reader you are using. You can do this here: Adobe Acrobat Reader DC

        3. There could be another issue with the software you're using; you can find out how to fix these issues here: Solutions to common issues viewing PDFs from a website. If you're still experiencing problems, you can get in touch through our contact page.

  • Meter readings
    • How do I submit my meter reading?
      • The easiest way of submitting your meter reading is through your online account. It should only take a few minutes: simply go to 'My Meter Readings' located on the home page of your 'My GB profile'. If you are unsure how to read your meter, instructions on how to read your meter including; single, two rate, two rate single and dial meters appear in the 'My Account' section.

        If there are any issues entering your meter reading online please call GB Energy Supply's customer service team on 0800 6444 451.
  • Smart Meters
    • Are your Smart Meters available in my area?
      • We'll contact you to let you know when we're installing in your area. If you've not heard from us yet, unfortunately we're not yet ready to install where you live.

    • What is a Smart Meter?
      • A Smart Meter is a new type of meter which gives you more information on the energy you use in your home and will let you know the cost of the energy you use. A Smart Meter will also communicate directly with your supplier, which means there are no more meter readings to provide and bills which are based on the amount of energy you use, rather than estimates.

    • How do I arrange for a Smart Meter to be fitted?
      • We'll contact you to let you know when we're installing in your area. Once we've contacted you, simply follow the instructions we provide to arrange an installation date that's suitable to you.

    • Will I get new smart meters for both gas and electricity?
      • Yes. You'll only need one smart energy monitor though, as it'll show both your gas and electricity use and give you an idea of how much they're costing you.

    • Do I have to pay for my smart meters?
      • No, all Smart Meter installations are free of charge.

    • Will I be on a different tariff when I get my smart meters?
      • No, you don't need to change your tariff.

    • Where will the meter be fitted?
      • In most cases it will be in the same place as your current meter. Where this isn't possible your installer will discuss the options available to you.

    • Do I need to do anything before my installation?
      • No, but it's helpful if you can ensure your meters are easily accessible, and if there's anything you think we should be aware of that might make the installation difficult, such as an unusual meter location, please let us know. It's also a good idea to switch off your electrical appliances before we arrive, especially items such as computers.

    • Will my Smart Meter still work if I leave GB Energy?
      • Yes, your meter will still work regardless of energy provider, however, if the provider you've moved to does not offer a Smart Meter service you may not be able to use some of the features of your meter.

  • Finance
    • How can I pay?
      • Method of payment
        Direct Debit

        Types of Direct Debit
        Monthly Fixed Direct Debit.
    • Can I change the date of my Direct Debit?
      • Your initial direct debit payment has to be taken a week before your supply start date. However, for all subsequent direct debits the date on which it is taken can be changed.

        To change the date of your direct debit call: 0800 6444 451.
    • How often will you bill me?
      • If you pay by direct debit, we'll collect your payments monthly and send you an annual statement. You can also check your statements on My GB Energy Supply. Alternatively, if you prefer to pay on receipt of a bill. We'll take into account any meter readings provided.
    • When will you reassess my direct debit payments?
      • We'll look at your meter readings, together with industry data on an ongoing basis, and automatically reassess your direct debit payments. You'll see details of any changes in your six-monthly statement.
    • How do I change my bank details?
      • Please call our customer services team on 0800 6444 451.
    • How can I keep my Direct Debit payments in line with my energy use?
      • We take into account your meter readings, industry data and seasonal variations to assess your direct debit amount. Should you feel that it does need amending please contact our support team via our enquiry form at https://www.gbenergysupply.co.uk/contact
    • What is your refund policy?
      • At GB Energy we understand that paying by DD allows you to split your payments throughout the year covering your projected energy consumption. However, you may find that at certain points your account is in credit; this may be due to changes in your actual usage, especially through the warmer months. At GB Energy we recommend keeping this credit on your account to pay for future usage, and to avoid the possibility of creating a debit balance later on in the year. Based on our experience a credit balance less than or equal to two monthly installments (*approximately £150) may support you through the winter months. Notwithstanding this we would be happy to discuss any of your refund queries through our dedicated service team. *Based on 2015 average DD value for a dual fuel customer
    • What are standing charges for?
      • Standing charges cover costs like meter reading, maintenance and the cost of keeping you connected to the network, and in the case of gas, the emergency gas service.
    • What is a Tariff?
      • A tariff is the pricing structure that GB Energy Supply charges for its gas and electricity. It is divided into two parts: the 'fixed charge' for supply of energy to your premises and the 'variable charge' for the amount of energy you use. For more information about GB Energy Supply's tariffs please visit our Tariff page.
  • Moving home
    • What do I need to do when I move home?
      • If you have decided to move home, please let GB Energy Supply know the following details as close to the date you are moving as possible.

        • Your closing meter readings – make sure you take these the day that you leave.
        • Your customer number.
        • Your contact details.
        • Your current address details.
        • Your new address details – for your final bill or any refunds.
  • In an emergency
    • I can smell gas – what shall I do?
      • You may have a gas leak, follow the below procedure if you suspect a leak:

        • Open all the doors and windows as wide as possible. Leave them open until the leak has been fixed
        • Don't light any matches, cigarettes or other naked flames
        • Don't use any electrical switches
        • Call the National Gas Emergency Line on 0800 111 999
        • If there's a fire, call 999
        • Make sure somebody will be in the property when the engineer arrives
    • Who do I need to contact about a power cut?
      • If you experience a power cut please call your electricity distribution company. They look after the cable connecting your home to the national grid.

        If your electricity distribution company identifies that there is not a problem with your supply, there could be a fault internally and you will need to call an electrician.

        Find your local electricity distribution company in the Emergency Numbers page.
  • Saving energy
    • Can you help me save energy?
      • Yes, view our energy-saving tips for ideas on how to reduce your bills further.
    • Can I monitor how much energy I'm using?
      • Our annual statement provides a breakdown of your energy use. We don't currently offer smart meters, so we recommend using a standalone energy monitoring device to keep track of your day-to-day usage and find ways to reduce it.
  • Environment
    • What is renewable energy?
      • Renewable energy comes from sources such as the sun, wind or flowing water that can generate electricity with little or no impact on the environment. Renewable energy sources are either inexhaustible or renew themselves quickly. They are a cleaner alternative to fossil fuels like coal, which are a finite resource and can cause pollution. The most environmentally friendly fossil fuel is natural gas.
    • What does 'carbon neutral' mean?
      • Burning fossil fuels produces carbon dioxide (CO2). If you offset the amount of CO2 released, for example by capturing and storing an equivalent amount, you become 'carbon neutral'.
  • Extra questions
    • Can you offer me the Warm Home Discount?
      • The Warm Home Discount scheme is a Government initiative that encourages domestic energy suppliers to provide direct and indirect support for customers that need it the most.

        There are 2 elements to this scheme: the Core Group and the Broader Group. They are both designed to help our most vulnerable customers stay warm this winter.

        Core Group customers are those who receive the Guarantee Credit element of Pension Credit – even if you receive the Savings Credit too.

        If you receive this benefit the Department of Work and Pensions (DWP) will write to you between October and December 2016 to confirm if you're entitled to the discount and what you need to do next. You don't need to contact us to Register for the scheme.

        For Broader Group support, you will need to meet certain criteria to be eligible, and then you will need to apply.

        You can find more information and apply for our Broader Group scheme here https://www.cooperativeenergy.coop/reduce-your-bills/whd/

    • Where can I find out about my rights as a customer?
      • You can get free independent advice from the Citizens Advice consumer service on your rights as an energy consumer.

        Visit www.citizensadvice.org.uk/energy, call 03454 04 05 06 or download their guide to knowing your rights.