Frequently asked questions

Categories

Energy Bill Discount Scheme (EBDS) 

Energy Bill Relief Scheme (EBRS)

Non-Domestic Alternative Fuel Payment Scheme

Managing your contract

Contractual Information

Everything you need to know about meters

VAT Relief

Accessing and using your Online Account

Billing and Invoices

Quoting and TPIs

Asset Optimisation and Demand Side Response

Complaints

Other

Q

What is the EBDS?

Q

Am I eligible for the EBDS and what to i need to do?

Q

How does this differ from the EBRS?

Q

If I received the Energy Bill Relief Scheme (EBRS) discount will I receive the Energy Bill Discount Scheme (EBDS)?

Q

How do you apply for additional ETII and QHS support?

Q

What is a Qualifying Heat Supplier (QHS)?

Q

How do I make a declaration as part of my obligations for the Energy Bill Discount Scheme?

Q

How do I opt-out of the scheme?

Q

Where can I get more information?

Q

What is the Energy Bill Relief Scheme?

Q

What period does the Energy Bill Relief Scheme cover?

Q

How do you know if you are eligible for support through the Energy Bill Relief Scheme?

Q

I am a fixed/flexible price customer – am i eligible?

Q

I am a Deemed/Default Rate customer – how will it work?

Q

What has happened to the green levies?

Q

What is the government supported price and what has it been set at?

Q

Where can I get more information?

Q

What are the costs on my energy bill, and which cost is covered by the EBRS?

Q

What is the maximum discount?

Q

How do you apply the discount for electricity?

Q

How do you apply the discount for gas?

Q

How do I opt-out of the scheme?

Q

How do I make a declaration as part of my obligations for the Energy Bill Relief Scheme? 

Q

What is the Non-Domestic Alternative Fuel Payment Scheme?

Q

Who is eligible?

Q

What will businesses receive as a result of the Non-Domestic Alternative Fuel Payment Scheme?

Q

Where can I find out more details about the scheme?

Q

I'm moving in/out of premises supplied by ENGIE, what I need to do?

Q

I'm a new Customer with Engie, do I need to do anything?

Q

How do I know if I am a Microbusiness?

Q

How do I transfer my supply to another energy provider?

Q

What is a Subject Access Request (SAR) and how do I make an enquiry about my data?

Q

I would like to have my Gas or Electricity meter disconnected, what do I need to do?

Q

Who do I speak to if I am operating as an insolvency practitioner?

Q

How can I update my information?

Q

I have a new supplier form that I require ENGIE to complete before I can pay my bills.

Q

What do I do if I suspect someone is committing energy theft?

Q

What are your Out of Contract charges?

Q

What charges are included in my energy supply contract and how are they charged, and when are they charged?

Q

Where does your energy come from?

Q

What does DNO stand for, and how do I find them?

Q

What rate is my meter and what are the timebands?

Q

How do I know what customer segment I am if I am not a Microbusiness?

Q

When does my contract start/end?

Q

What is a supply capacity, KVA or availability charge?

Q

Can I have a copy of my contract?

Q

What is an EAC / AQ

Q

What is a HH meter?

Q

How do I submit a gas/electricity meter reading?

Q

How to read your gas meter

Q

What is an MPAN, MPRN or Serial Number, and where can I find them?

Q

How to read your electricity meter

Q

What is a SMART/AMR Meter?

Q

I have a query about my meter's consumption

Q

I cannot find my meter, are you able to help me with this?

Q

What data do we take and how do we use it?

Q

When and how do we take data?

Q

How secure is my data and what are my rights?

Q

What is the Market Wide Half Hourly Settlement?

Q

What is the reduced rate VAT relief?

Q

Who is entitled to the relief?

Q

How do I claim?

Q

What happens after I apply?

Q

What is non-business activity?

Q

What if I have mixed usage?

Q

What if I am unsure how to calculate the mixed usage split?

Q

What if I wish to claim back dated reduced rate VAT relief?

Q

How do I register for an Online Account?

Q

I have multiple businesses; do I need an Online Account for each?

Q

Can more than one person at my organisation register for an Online Account?

Q

I would like to request a copy of my statement of account

Q

Why have I received credits and invoices for a period I had already been billed for?

Q

How do I set up a Direct Debit?

Q

What is VAT relief and how do I claim it if I am eligible?

Q

What is CCL and how do I claim CCL relief if I am eligible?

Q

How do I claim a refund?

Q

EDI Billing: What is it and how do I qualify?

Q

How can I pay my bills?

Q

I don’t think my invoice is correct?

Q

I have left the premises, why am I still receiving invoices?

Q

I am having difficulty paying my invoice

Q

Important information on your bills / invoices

Q

I need to send you a purchase order number, where can I send this?

Q

I am a Microbusiness, what does back billing mean to me?

Q

What energy products do you offer?

Q

What data do we need to provide a quote?

Q

What is the quoting or tendering process?

Q

How do i get a quote?

Q

Who are Energy Brokers or Third-Party Intermediaries (TPIs) and what do they do?

Q

How do I grant access for a third-party intermediary (TPI) or Energy broker to manage my energy account?

Q

Why is Demand Response so important?

Q

Will it disrupt my business?

Q

How much will it cost my business?

Q

Are there any penalties?

Q

What needs to be installed at my site?

Q

How long will my site be impacted by an event?

Q

How do I sign up?

Q

Who is the Energy Ombudsman?

Q

How do I raise a complaint?

Q

What is your complaints procedure?

Q

How do I escalate my complaint?

Q

What do I do if I have a Gas or Electricity Emergency?

Q

EQUANS Services

Q

What do i do if i receive a suspicious phone call?

Q

Recent website phishing scam

Q

ENGIE UK Pensions

Q

Who supplies my gas/electric?

Customer Service Contact Details:

Large Business:

Call 0333 666 0279 or email us
For credit queries please contact our team

Opening times: Monday to Thursday 08:30- 17:00, Friday 08:30 - 16:30.

Business:

Call 0800 130 3600 or email us
For credit queries please contact our team

Opening times: Monday to Thursday 09:00- 17:00, Friday 08:30 - 12:00