Frequently Asked Questions

New partnership with Octopus Energy

Full announcement

For the full press release please click here

Will my prices go up?

No. All customers will see their prices stay the same or drop. If you are on a Fixed Tariff, we will maintain your prices. If your tariff isn’t fixed your prices will be the same or lower. Customers will also benefit from Octopus Energy’s award-winning customer service and know that they continue to do their bit to save the planet from dirty fossil fuels with 100% green electricity as standard.

Will I still be a GB Energy customer?

As a GB Energy customer you will become an Octopus Energy customer with Octopus Energy service (we are the only energy supplier recommended by consumer champion Which? for the second year in a row). When your GB tariff comes to an end we will move you onto great value Octopus Energy prices.

What do I need to do now?

You don’t need to do anything. It will take us a few months to move all customers onto Octopus systems as quickly and seamlessly as possible. There will be no impact to your energy supply. Please continue to contact your normal customer services line. Don’t contact Octopus yet, we will be in touch nearer the time with any information you need.

Will my supply be affected?

No, you won’t notice any change. We will ensure supply is constant. You will transfer to Octopus Energy’s systems and will receive their award-winning customer service.

What about my account credit?

The debit or credit on your account will be transferred to your Octopus account. This balance will be confirmed with you when you move to Octopus systems.

How will Octopus Energy cope with taking on this huge number of customers?

This is the fourth significant expansion for Octopus Energy in the last year, with others including Affect Energy, Iresa Energy and becoming the supplier behind M&S Energy.
All existing and new customers will continue to receive award winning customer service despite this fast growth, thanks to Octopus Energy’s proven scalability and efficient technology platform.

Will my direct debit stay the same?

Energy companies review direct debits from time to time in order to make sure that customers are paying the right amount to cover their energy use. We will continue to do that when you are on the Octopus systems. However, the move itself shouldn’t change your direct debit amount.

Will there be any benefits for affected customers that will come with the move?

All customers will see their prices stay the same or drop. Customers currently on Fixed Tariffs will have the same prices maintained. Others will see prices the same or lower. Customers will also benefit from Octopus Energy’s award-winning customer service and know that they are doing their bit to save the planet from dirty fossil fuels.

Will my account details stay the same?

You will get a new account number when you move onto the Octopus system. We’ll let you know when that happens. However, we'll keep your old one on record in case you need to use it.

Will early exit fees applied to my tariff remain?

With effect from 19 Sept 2019, exit fees will no longer apply if you are on a fixed rate tariff and decide to switch away from GB Energy.

There will be no exit fees for the move from GB Energy systems to Octopus Energy systems.

If I don’t want to stay with Octopus Energy how and when can I switch?

You’ll be free to switch - but during your transition from one system to another there may be a short period when switching may not work. We will inform you in advance of any period when switching may fail so that you can plan accordingly.

I have recently made a complaint with GB Energy. Who do I contact?

You should continue to contact GB Energy. When your account moves to Octopus Energy, we will provide you with all the contact details you need.

Terms & Conditions

General Terms & Conditions Update December 2017

Topic Change
Changing the Contract Minor update to help customers identify when we would update the contract.
Climate Change Levy Definition added to clarify what Climate Change Levy is and added to 'Our Prices and Charges' to clarify when it is applied in relation to our charges.
Contact Us Section Dedicated area added to capture the contact details of both Co-op Energy and GB Energy Supply to assist you making contact with us.
Contents Page Added to help you navigate the contract.
Credit Check Additional information has been added to the contract to clarify when and how we will apply and use a security deposit, this includes where we will provide information to credit reference and fraud prevention agencies.
Debt Assignment Protocol (DAP) Included within the contract to explain how we will manage the DAP with our prepayment (Payment in advance) customers.
Deemed Contract We have added additional deemed contract options that affect which deemed product customers can be on. Customers will be notified within their Welcome Letter which deemed tariff is being applied.
Deemed Rate definition Added to the contract.
Default Fixed Tariff With the recent regulatory changes imposed on suppliers we are now able to offer a Default Fixed Tariff that customers can be moved onto at the end of their existing fixed term agreement.
Exit Fee Added within the contract for clarity and consistency with other communications.
Force Majeure Definition Added to contract.
Green Deal Additional information included within the contract to support Green deal customers payment plans associated with their electricity charges.
Making a Complaint, Ombudsman Services and Independent Advice Dedicated section updated to make it easier for customers to get the correct contact information.
Metering Equipment Updated to include:
  • Meter read requirements for both Direct Debit, Payment on receipt of bill and prepayment customers.
  • Smart Meter Set - consent for us obtaining and using your data for the purposes of settlement and forecasting, energy efficiency saving, potential suitable products and theft.
Network Operator(s) – national terms of connection Adaptation of previous information, including a dedicated section for terms of connection included.
Non-Domestic Premises Definition added for clarity.
Notices Updated to include email acceptance of Notices from customers.
Prepayment Meter Additional information on prepayment, including:
  • Where you can find prepayment information on our website.
  • That we will not provide bills for prepayment but statements for Prepayment customers.
Prepayment Meter Definition Added within contract to provide clarity regarding a smart meter operating as prepayment / payment in advance.
Regular Charges General update to the description and make up that forms our Regular Charges.
Safety and Emergencies Dedicated section within the 'Contact us' section to enable customers to find emergency information easier.
Smart Meter Definition Added from Smart Energy GB website to provide clarity on what is a smart meter.
Standard Variable Definition Amended as per section 17 of Contract.
Standard Variable Tariffs Clarification added to explain what a Standard Variable Tariff is, including the payment terms and contract end date.
Warrant Cost Recovery Added clarity that reasonable costs associated with a warrant will be recovered as Additional Charges.
Your Information Updated link to our Privacy Policy where customers can find information on and additional theft requirement added that we may share your data where required to do so in relation to theft.

Making a Complaint

If we have let you down…

We aim to provide you with the best possible customer service. The Customer Service Advisors are trained to offer you the best experience and will do their best to help and assist with any complaints you may have.

Our aim is to resolve customer complaints within 2 working days, however, some complaints may be more complex and may take longer. You can raise a complaint by:

  • Giving us a call on 0800 6444 451 (Monday to Friday 9:00am – 5:00pm)
  • Email us
  • Write to us at: GB Energy, 523 Garstang Road, Broughton, Preston, PR3 5DL

To view our complaints management process in full, please click here.

You can also obtain a copy of our complaints handling procedure by phoning us on 0800 6444 451 or by emailing us.

Consumer help and advice

It’s easy to get free, independent and impartial advice so that you “know your rights” as an energy customer.  You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask to help if you’re struggling to pay your bills.
To "know your rights", visit Citizens Advice for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.
To talk to a Welsh speaking adviser please telephone 03454 04 05 05 or visit the Citizens Advice website.

For free advice on ways to cut the amount of energy you are using, speak with our trained energy saving advisors on 0800 093 7537.
Our complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. A copy of these Regulations can be found here. If you would like a hard copy of these regulations you can buy these from The Stationery Office (TSO). The TSO has an online bookshop here or by calling 0870 600 5522.

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?

You can get free independent advice from the Citizens Advice consumer service on how to: Visit www.citizensadvice.org.uk/energy or call 03454 04 05 06.

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?

Our customer service department is open Monday to Friday 9:00am – 5:00pm (closed on public 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 to provide us with a meter reading is to log onto your online account, where you can update your meter reading details.

Login

If you’d like to speak to us about your meter readings, you can contact us on 0800 6444 451. Lines are open Monday to Friday 9:00am – 5:00pm (closed on public holidays).

Bills & Payments

How can I pay?

All new customers pay by Direct Debit, however, if you need to make a payment outside of your regular monthly Direct Debit, please use one of the following options:

OPTION 1:

The easiest way to make a payment is by credit or debit card through your online account. To make a payment, simply log into your account, go to the ‘My Payments’ section, click on the ‘Make a payment’ button and follow the on-screen instructions.

Login

OPTION 2:

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 63

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.

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?

From time to time, you may find that your account is in credit; this may be due to changes in your actual usage, especially through the warmer months. If your credit amount is equal to, or less than two month’s Direct Debit payments, 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.

If you would like a refund on credit which has built up on your account, simply contact our team on 0800 6444 451 and we’ll arrange a refund for you. Typically, refunds take around a week to process.

Please note, when you contact us, we’ll take an up to date meter reading, which may affect the value of the credit on your account.

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.

When will I get my final bill?

If you are leaving GB Energy (part of Co-operative Energy) the industry process is for your new supplier to ask for your opening read. These readings will then be sent by your new supplier to a company who will validate your readings (there is one company who deals with gas and another one for electricity). This should take 6 weeks or less.

They would then send the validated readings back to your new supplier and also to GB Energy (part of Co-operative Energy). As soon as we get both through (if you are dual fuel) we will produce the final statement or straight away if just Gas or Electricity only customer.

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.