Frequently Asked Questions

  • Switch Delay May-June 2017
    • I'm switching to another provider, how am I affected?
      • Your switch may be delayed by up to 10 days. For updates, please speak to your new supplier, as they will be working on your switch.
    • Why might there be a delay?
      • The gas industry is going through a period of change from 23 May – 6 June, facilitated by Ofgem. This change is to enable easier gas data management processes and smart meter roll-outs and may mean a slight delay to your switch

        Find out more here
    • How long will my switch be delayed?
      • In most cases, your switch should not be delayed by more than 10 days. Your energy supply won’t be affected in any way and we’ll contact you as soon as your switch is complete.
    • Do I need to do anything?
      • No, there’s nothing else for you to do – we’re working behind the scenes to complete your switch and we’ll let you know as soon as it’s completed.
    • Are other suppliers affected?
      • All energy suppliers who offer gas to their customers are affected by this industry-wide change.
  • Making a Complaint
  • Energy price increase – 1st June
    • Why have you increased your energy prices?
      • Over the last 12 months, we have faced increasing costs on wholesale prices, network charges and energy industry obligations. Indeed, the energy regulator Ofgem has stated only recently that costs are 15% higher today than a year ago*. It is now necessary for us to increase our charges by 8.6%** to ensure we are operating at a sustainable level and continue to provide you with the service that you deserve. Despite this increase, we still remain competitively priced in the market.
    • How much are you increasing your gas and electricity prices by?
      • Our Premium Energy Saver gas and electricity prices have increased by an average of 8.6%**. The increase for gas is 6%** and 11.1%** for electric.
    • When will the price increase come into effect?
      • The price increase will come into effect on 1 June 2017. We are informing customers of the change well in advance of this so you have time to review the charges and make any changes you feel necessary before the price increase takes effect. We will also inform you of the price you could be paying on our cheapest relevant tariff (our cheapest tariff with the same T&Cs) and our cheapest alternative tariff (our cheapest overall tariff which may have different T&Cs to your current tariff).
    • What is the annual average price of Premium Energy Saver tariff now?
      • On average, GB Energy dual fuel customers on the Premium Energy Saver tariff will increase from £1,060 to £1,151 per annum. The average cost is calculated using the Ofgem average consumption figures of electric 3,100 kWh and gas 12,500 kWh per annum.
    • Are all Premium Energy Saver customers affected by the price increase?
      • Yes, all customers on our Premium Energy Saver tariff, regardless of single or dual fuel supply, standard or Eco7 meter or payment type, will incur a price increase.
    • What are the increases that you have faced?
      • Over the last 12 months, we have faced increasing costs on wholesale prices, network charges and energy social obligations. Increased social obligations include:
        • Feed in Tariffs
        • Energy Company Obligations (ECO)
        • Capacity Market Changes
        • Smart metering programme
    • When are you telling customers about the price rise?
      • We will begin informing customers from 23 February 2017. Your price increase communication will clearly highlight your new personal projection on your current tariff with the new prices. By visiting https://www.gbenergysupply.co.uk/account/switch you will also be able to find details of the price you could be paying on our cheapest relevant tariff (our cheapest tariff with the same T&Cs) and our cheapest alternative tariff (our cheapest overall tariff which may have different T&Cs to your current tariff).
    • What options do I now have?
      • You will have three options: 1. Do nothing and remain on our Premium Energy Saver tariff. Your increased prices will come into effect on 1 June 2017. 2. Select one of our latest fixed-term contracts. You can do this now by visiting https://www.gbenergysupply.co.uk/account/switch or by calling 0800 6444 451. 3. Switch to another supplier. All we ask is that you settle any outstanding bills with us before you leave.
    • How do I switch to another GB Energy tariff?
      • To switch to one of our online tariffs, visit https://www.gbenergysupply.co.uk/account/switch to see our full list of tariffs, terms and conditions and to conduct a comparison to see if you could save on another of our products. We offer a range of competitive fixed tariffs to suit all needs. Our online tariffs offer cheaper rates by passing on the saving of an online only tariff to you.
    • Will the terms and conditions of the tariff be affected by the price increase?
      • No, the terms and conditions of our Premium Energy Saver tariff will remain the same.
    • Where can I go for free, impartial advice about my energy?
      • For impartial advice on switching tariff or supplier, visit: http://www.citizensadvice.org.uk or call the Citizens Advice consumer helpline on: 03454 04 05 06.
  • Ways to pay
    • How do I make a payment?
      • If you need to make a payment, please use one of the following options:

        To pay using online banking or in your local branch, please use the following details:

        • Account name - The Co-operative Energy (GBES)
        • Account number - 13019845
        • Sort code - 20 53 22

        If paying by cheque, please make all cheques payable to The Co-operative Energy (GBES) and send to GB Energy Supply, First Floor, 523-527 Garstang Road, Preston PR3 5DL.

        Please ensure you include your account number as a reference on any payments or on the reverse of any cheques.
  • 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.
    • 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'.
  • GB Energy, Part of Cooperative Energy
    • What happened to GB Energy Supply?
      • GB Energy Supply Limited entered into administration in November 2016. Customer accounts were transferred to Cooperative Energy through a process set up by Ofgem, called Supplier of Last Resort. As part of this process, Cooperative Energy made the decision to retain the GB Energy Supply brand and to keep all existing GB Energy Supply customers under their existing contracts and terms.
    • Will the amount I pay be affected by the change?
      • All fixed term contracts will be honoured, so if you are on a fixed term tariff, your prices will not be affected. The rates charged on our Standard Variable Tariff may change due to changes to the amount we pay to supply our customers. Customers will be advised of any changes to our Standard Variable Rate, and their options should they wish to change tariff.
    • Do I need to change my payments or cancel my Direct Debit?
      • No, you don’t need to make any changes to your account. Payments will continue to be taken as usual and your supply will not be affected.
    • I’ve cancelled my Direct Debit, what should I do?
      • You can reinstate your Direct Debit by logging into your online account and re-entering your bank details. Alternatively, contact us on 0800 6444 910.
    • I have credit on my account, will this be affected?
      • No, any credit (or debt) on your account will not be affected by these changes.
    • Who should I contact regarding my account?
      • You should continue to contact GB Energy Supply as usual. Details on how to contact us can be found here.
  • 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.
*Supplier cost index published 19/01/17
**The price increase/decrease is the average increase/decrease based on Ofgem’s national average energy consumption of 12,500 kWh for gas and 3,100 kWh for electricity.