Common questions about gas and electricity

Here you’ll find help with common questions about uSwitch’s gas and electricity switching service.
About switching
About your current supplier
About your new supplier
About your special requirements
Any complaints?
Need more help?

Can I really save money by switching energy suppliers?

You could save up to £325 by switching to your cheapest energy supplier. Suppliers are always changing their tariffs and prices so, regardless of which company you’re with, you might still be able to save a substantial amount. You should check uSwitch regularly to make sure you're still getting a good deal.

What's involved in switching energy suppliers with uSwitch.com?

The following process will take just a few minutes of your time:

1. Compare all of the suppliers and plans using the uSwitch.com calculator.
2. Select the best value deal for you and complete the switching details required. To compare and switch takes around five minutes.
   Then sit back and wait:
3. uSwitch.com will send you an email to confirm the switch.
4. The details are processed and forwarded to the supplier.
5. The supplier will contact you to confirm the date on which your new service will commence. You will have to take a meter reading on this date, to ensure you're not billed twice for the same energy.

It takes between four to six weeks to fully complete your switch. Your new supplier will aim to switch you in the shortest time possible.

Will there be any interruption to my supply?

No. Your new supplier will continue to use exactly the same wires, pipes and meters as you currently use. Your new supplier will also contact your existing supplier to arrange the transfer of your supply. The only change you will notice is the company name at the top of your bill and less money coming out of your bank!

If I decide to switch, do I need to contact my current energy supplier?

Your new supplier will arrange the transfer for you. However, you should ensure that your new supplier takes a final meter reading from you (at the date of transfer), so your current supplier can produce a final bill.

I'm not sure who my current supplier is, how can I find out?

If you are not sure who is currently supplying gas and/or electricity to your property, you should:

• review any recent bills you may have paid

• contact the Meter Number Helpline on 0870 608 1524 and they will tell you who your current gas supplier is

• ask your landlord or letting agency, or contact your regional electricity supplier. You can obtain their phone number from directory enquiries

Can I switch if I'm in debt to my current energy supplier?

If you are in debt to your current supplier, or have a bill outstanding for more than 28 days, you may be unable to switch until you have paid the outstanding amount.

Do I have to change energy suppliers?

By comparing suppliers on uSwitch.com, you’re under no obligation to switch. But you might find your current supplier is not giving you the best deal.

How do I know if my new energy supplier is reliable?

uSwitch.com commissioned YouGov, one of the UK's leading market research companies to conduct a survey of gas and electricity customers. With our survey results you will be able to get an insight into customers' satisfaction with their current gas and electricity suppliers and read customers' reviews.

Can I get gas and electricity from the same supplier?

Yes. Many suppliers now supply both gas and electricity and offer combined plans that include incentives, discounts or reduced prices. These plans are often referred to as "dual fuel" deals.

MPRN (Gas Meter Point Reference Number) - what is it, and how do I find it?

Your MPRN is the unique identifying number for the gas meter at your property. Your MPRN is a ten digit number, commonly referred to as an "M" number, and can be found on your gas bill. If you can't locate your MPRN, you can call the Meter Number Helpline on 0870 608 1524.

MPAN (Electricity Supply Number) - what is it, and how do I find it?

Your MPAN is the unique identifying number for the electricity meter at your property. Your MPAN is commonly referred to as a "Supply Number" or "S" number, and it can be found on your electricity bill. If you can't locate your "S" number, you should contact your current electricity supplier, who will be able to tell you the number. An example of an MPAN is shown below.

What do I do if I have a gas leak or power cut after I've switched?

It makes no difference which company you have switched to or from; the same emergency procedures apply. Your new electricity supplier will give you a 24 hour emergency help number, which you should phone if you think there is a supply or safety problem. Transco is responsible for handling all gas emergencies within the UK. The freephone number for Transco is 0800 111 999.

I have special needs - will my new supplier provide the services I require?

All suppliers are required to comply with an industry code of practice governing the way in which they deal with elderly, disabled and chronically ill customers. They must also provide facilities to assist blind, partially sighted, deaf or hearing-impaired customers.

I'm moving house - what do I need to do?

Firstly, you should notify your existing gas and electricity suppliers that you are moving, and arrange for a final meter reading to be taken, and a final bill to be issued.

Now identify who supplies your new home with gas and electricity, either by asking the previous owners or tenants, or your landlord or letting agency. If you are still unsure, contact the Meter Number Helpline on 0870 608 1524 to find out who supplies gas to your property. Your regional electricity supplier will be able to tell you who supplies electricity to your new home. You can get their phone number from directory enquiries.

Once you have these details, use uSwitch.com to find the best deal for your new property, tailored to your individual requirements.

I am a prepayment customer. Can I change energy suppliers?

You can change energy suppliers, but this service is not available with uSwitch.com at the present time. Prepayment customers will be able to use uSwitch.com in the near future.

Can I change to an Economy 7 meter?

You can change to Economy 7 but this involves a change of meter, so you will need to contact your existing supplier to arrange this. Your supplier may charge you for this service. Once you have changed meter, uSwitch.com will show you the best Economy 7 deal. Find more information about Economy 7 tariffs.

Can I change from an Economy 7 supplier?

You can have changed your lifestyle and decided Economy 7 is no longer suitable. Changing from Economy 7 involves a change of meter, too. You will need to contact your existing supplier to arrange this, who may charge you for this service. Once you have changed meter, uSwitch.com will show how to get your best deal.

Who deals with complaints about my new supplier?

If you have a complaint, you should try to resolve it with your energy supplier directly. If you are not satisfied with their response, you can contact energywatch, the consumer watchdog for the gas and electricity industries. The quickest and easiest ways to raise a complaint with energywatch is to either use their online complaints form or call their helpline on 08459 060708

What is Ofgem?

Ofgem, the Office of Gas and Electricity Markets, is the independent regulator of the gas and electricity industries. Ofgem was formed in June 1999 by combining the functions of the former Office of Gas Supply (OFGAS) and the Office of Electricity Regulation (OFFER). The body was set up by the government to protect the interests of all gas and electricity customers, and to promote competition in the supply and regulation of the gas and electricity industries throughout Great Britain. Ofgem can be contacted on 020 7901 7000, or by post at Ofgem, 9 Millbank, London SW1P 3GE. Find out more about Ofgem on uSwitch.com or visit the Ofgem website.

What do I do if I need help with switching?

You can contact the uSwitch customer service desk on:
Tel: 0800 404 7908
Fax: 020 7233 5933
Email: CustomerServices@uswitch.com
Opening hours are: Monday to Thursday 8am - 8pm
Friday 8am - 6pm
Saturday 9am - 5pm
Sunday: Closed