You may be aware that GB Energy Supply ceased trading recently after facing difficulties relating to rising wholesale energy costs.

We are pleased to inform you that Co-operative Energy reached an agreement with GB Energy and Ofgem to take over responsibility for your account. This took effect from 30 November and we can reassure you that you will have continuity of service.

Please be assured that there really is no need to worry as your supply will not be interrupted during this process and for the future.

What happens next?

We will honour your current contract and price until it is due to expire. This means you do not need to do anything and, rest assured, we will contact you again before your current contract ends with all the information you need and what to do next.

Direct Debit

Following the appointment of Co-operative Energy as your new supplier all your energy account details will remain the same. However, your future Direct Debit payments will be taken by Co-operative Energy and not GB Energy.The good news is you do not need to do anything and will continue to receive the benefits of Direct Debit and the Direct Debit Guarantee.

Please be assured that this change will not affect the service you receive. The only change you will notice is that Co-operative Energy will collect your Direct Debits instead of GB Energy and therefore the new name of Co-operative Energy will appear on your bank/building society statement.

There is no need for you to complete a new Direct Debit instruction, as details of the change will have been supplied to your bank, who may also notify you independently. We will continue to run the business using the existing GB Energy systems supported by enhanced technology as well as experienced, former GB Energy employees and service providers to minimise the disruption to you and to our Co-operative Energy customers.

Customer Service

Customer service enquiries will continue to be provided by the GB Energy team. As you can imagine we are experiencing a high level of enquiries and we will increase the number of customer service advisors to deliver the service you would expect.

Whilst inevitably there will be some upheaval during the initial transition period, please be patient with us and rest assured that your future supplies and any credit balances you have with GB Energy Supply are secure. Hopefully that's one less thing for you to worry about at this busy time. We have produced a list of FAQs below for more information.

Frequently Asked Questions

  • Current Supply
    • Will my supply be cut off?
      • No. Your energy supply will continue as usual and you should not see any change. Please take a meter reading asap and keep it handy. If we need it, we will ask for it in due course. In the next few days, normal service will resume and you can provide you meter readings as normal through your usual channel.
  • Who is my new supplier?
    • Who will choose my new supplier?
      • Ofgem have selected Co-operative Energy as your new supplier.
    • When will I know who the new supplier is and the date I will be switched to them?
      • Co-operative Energy have been appointed by Ofgem as your new supplier. This will commence from the 30th November 2016.
    • I’m not sure who my supplier is?
      • You can find out who your gas or electricity supplier is and their contact details on a recent energy bill.
  • Pricing and Product
    • Will I be on a different contract with my new supplier?
      • There will be no change to your current tariff and you will remain on this until it is due to expire. We will of course contact you again before your current contract ends, with all the information you need.
    • Will my bills go up?
      • There will be no change to your current tariff and you will remain on this until it is due to expire. We will of course contact you again before your current contract ends, with all the information you need.
    • What rate will I pay under my new contract?
      • There will be no change to your current tariff and you will remain on this until it is due to expire. We will of course contact you again before your current contract ends, with all the information you need.
    • Should I switch supplier now?
      • There is no need to switch as your current tariff and price have been honoured until it expires. We will be in contact soon with further information but in the meantime there is no need to do anything. Your energy supply is unaffected and you should therefore continue as normal
  • Direct Debit Payments and Refunds
    • Should I cancel my direct debit?
      • No, you do not need to worry about cancelling your Direct Debit. Wait until Co-operative Energy has got in touch with you. We will do so in the coming weeks. We will help you set up a new account and will be able to tell you what will happen with any credit balance you may have with GB Energy Supply.
    • What should I do if I have already cancelled my direct debit?
      • You don't need to worry if you’ve already cancelled your direct debit. Wait until Co-operative Energy has got in touch with you. We will help you set up a new account and will be able to tell you what will happen with any credit balance you may have with GB Energy Supply.
    • I am in credit to my old supplier. Will I get this money back?
      • We are still in conversation with Ofgem on how to manage the refund of credits, however the plan is to refund any credits to customers after they have switched supplier or moved home, as per current process. However if you are a current customer your credit will be used to pay for your current energy consumption.
    • I recently closed my account. Will I get back to credit I’m owed?
      • We are still in conversation with Ofgem on how to manage the refund of credits, however the plan is to refund any credits to customers after they have switched supplier or moved home, as per current process. We will update customers when this process has been agreed
    • I’m paying back debt to my old supplier. Will I still pay this to my new supplier?
      • We are in conversation with Ofgem and the receiver about how to handle customers who are in debt. We will therefore provide an update in due course.
  • Customer Services
    • Who do I contact if I have a question?
      • Please initially refer to the FAQs on the GB Energy website once it’s live again in the next few days. The way you contact GB Energy has not changed. We expect the GB Energy service teams to reopen in the next few days. They can be reached on: 0800 644 4451
    • I have tried to contact GB Energy but cannot get through?
      • We are likely to be handling a high volume of calls and we apologise for any inconvenience. We will move swiftly to increase resources to improve response times.
    • Should I contact Co-operative Energy?
      • GB Energy Supply customers should contact the GB Energy Supply customer contact team as normal with any enquiries. They can be reached on 0800 644 4451. As GB Energy is a separate entity, Co-operative Energy staff are unable to respond to enquiries regarding GB Energy Supply accounts.
    • How will I be contacted if I’m moving home?
      • Any customers who have told GB Energy they have moved will be processed by the existing Customer Services team in the next few weeks.
    • I had made a complaint to my old supplier and I’m still waiting for it to be resolved. What happens now?
      • We will be reviewing all outstanding complaints in the next few weeks with a view to responding to customers.
  • People
    • What is happening to the people who worked for GB Energy or who serviced the GB Energy customers?
      • All GB Energy Supply staff will continue their employment by transferring on the same terms to Co-operative Energy and the company’s contracts with its outsourced customer services and billing providers will continue unaffected.