How can we help?

We use the data from your electricity or gas Smart/AMR meter to produce accurate bills. If anything changes about the way we handle or use your data, we will inform you.

Your Smart meter sends us readings to show how much electricity or gas you have consumed. Your AMR Data Collector dials into your meter and collects your consumption data and sends it to us securely via a data flow.

You can choose to have data collected every 30 minutes, daily or monthly. If you haven’t provided a preference for how frequently we collect your data, we default to monthly data collections. If you have a Half Hourly (HH) meter, your data is collected every 30 minutes. If you wish to make a change, please contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600 (Opening hours: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30). Please see your contract Terms and Conditions for more information about how we use your data.

We only have access to your data for the period of time that you are on our supply.

A limited number of specifically trained staff have access to your data for essential reasons. This may be shared with third parties for the provision of services, and not for marketing.

Yes, you can request a copy of your data at any time. If you wish to do so, please contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600

This link from Energy UK, an independent organisation providing advice and support to the energy industry, provides further details.

Providing your meter reads on a regular monthly basis will help us to bill you accurately and avoid estimated bills which can occur when either meter readers are unable to gain access to your site, or a mutually convenient appointment cannot be made.

To send electric meter readings, please send them to - electricity.meterreadings@engie.com To send gas meter readings, please send them to - meterreadings.solutions@engie.com

If you are a small to medium sized business you can submit a meter reading using your online account.

Sign up or sign in 

To help us make sure your bill is accurate, send them on the last day of the month or as close as possible and, subject to validation, we'll make sure they're used in your monthly bill.

To avoid the need of sending regular meter reads switch to simpler, smarter metering. Find out how to upgrade to a Smart or AMR meter

If you're unsure how to read your meter see our simple guide below, or you can contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30) and we'll talk you through it.

How to read a gas meter

If you're unsure how to read your meter see our simple guide below, or you can contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30) and we'll talk you through it.

How to read a Electricity meter

You can find this information on your invoice or on the meter itself.

You can visit the Energy Networks Association website and type in your postcode to find your DNO, or follow the instructions in the guide below.

How to find your Distribution Network Operator (DNO)

Increasingly our electricity is being supplied from renewable sources, such as wind and solar power. While this helps us achieve our low carbon commitments, energy from natural sources is difficult to predict and often “peaky” – we have an abundance when the wind is blowing or during the summer when the days are long, but what about when it’s cold, clear and dark? Demand Response providers help to balance supply and demand, by responding to frequency signals, or instructions from grid, to reduce their demand on the network. Demand response providers prevent blackouts and equipment failures, while supporting a greener, more efficient grid. They reduce our reliance on coal-fired, thermal and dirty back-up generators which are coming to the end of their useful life, and do so at a lower cost to the consumer than the alternative of building new fossil-fueled plant.

No. ENGIE will work with you to ensure that the DR scheme you participate in is suited to your site, business and everyday operations. Your core business takes priority, so we will offer a solution which earns you income without impacting your internal targets.

Our Flexible Power Response offering means that we will install all necessary equipment, for free, to enable you to participate the demand response programme best suited to your assets.

If you are unable to respond, or you choose not to, ENGIE will not impose penalties. Of course, you will lose out on income you would have earned, had you been available, but there will be no punitive charges.

As part of our Flexible Power Response offering, ENGIE will select, specify and install, in partnership with your engineering team, all necessary equipment to ensure successful interaction with the selected demand response service(s). This is undertaken by ENGIE as part of our contract with your organisation where the costs are absorbed by us. ENGIE has the experience and capability to connect directly to assets or connect to a broader controls platform i.e. BMS or SCADA. The hardware required is generally dependent on three things:

The type of demand response service your organisation is working within; The size of the loads involved; The existing plant / process controls in situ i.e. BMS or SCADA. Often part of our service offering involves the upgrade or installation of new control solutions which is undertaken by our internal Controls and Automation division. This provides added value as wider energy saving opportunities can be accomplished in the areas of building management.

How long you will need to respond for depends on the type of service you participate in. For frequency providers this can be anywhere from ten seconds to around half an hour, and depends upon your chosen response 'trigger' frequency. Reserve providers are usually called upon for between 1 and 2 hours, between 50 and 100 times per year.

Contact our Demand Response team here

Speak to your account manager about the opportunities available to you

Go to the Registration page here and enter the following details to create an online account: • The email address you provided when you agreed a contract with ENGIE. • Your energy account number. You can find this either on the top of your bill or your welcome email. • The site postcode that is associated to your account number.

Go to the Log in page here and click on the reset your password link.

If you've registered for an ENGIE business online account but can't log in, check that the email address and password is the one you used to register. If you have just registered, you will need to activate your account before you can log in for the first time. Check your Inbox or Junk mail folder for an email that says ‘Activate your online account’ then click on the link inside.

You’ll need to use an email address you have previously provided ENGIE to register for your online account. If you have a new or preferred email address you’d like to use for registering, please contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30).

If you experience difficulties logging in, please reset your password by clicking here , then follow the simple steps to create a new password and you should be up-and-running and able to log in to your account. 

If you continue to have difficulties accessing your online account, you can contact our Customer Service team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30).

Yes, more than one person can register for an online account. The contact details of the person(s) wishing to register will need to be associated to the relevant ENGIE account.

Please contact our Customer Services team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30) if you need to update your account contact details.

You can associate with your other businesses via one portal logon. Go to the ‘My Details page’ and ‘Add Business’. The contact details of the person(s) wishing to register will need to be associated to the relevant ENGIE account. Once you have added additional businesses to your online account you can quickly switch between them.

If you need to add any new email addresses to your ENGIE account please contact our Customer Services team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30).

You can now download your statement of account online via the Invoices tile.

If you would like someone to manage your energy account on your behalf, for instance an energy broker or accountant, we require a letter of authority from yourself to enable them to do so. On the letter of authority, you must include the following:

• Name of the business as contracted with us
• Name of the third party to act on your behalf
• Handwritten signature or electronic signature (If using an electronic signature, we also require the audit trail for this, i.e. DocuSign summary)
• Printed full name of signatory • The position which the signatory holds within the business
• Date of signature
• Date of expiry (if applicable)
• Company address
• Terms of authority and what access is to be given to the account

Unfortunately, it is not currently possible to issue bills on a quarterly basis.

Please contact our Customer Services team by email at customerservice@engie.com or call us on 0800 130 3600 (opening times: Monday to Thursday 10:00 - 17:00, Friday 09:30 - 16:30) to discuss your payment options.

Alternatively, for free, impartial and confidential debt advice to small businesses and the self-employed, you can contact Business Debt line on 0800 197 6026 or go to businessdebtline.org

You will receive your bills on a monthly basis running from the first to the last date of the month. The preferred payment option is by Direct Debit Your bill will show your Direct Debit date, all Direct Debits are variable and the full amount of the bill will be taken at this time The last date for providing notice to cancel any further contracts is provided.

You can set up and amend Direct Debits, offering convenient ways to pay for your energy, just log in or register here. Alternatively by completing this form and emailing it to us at customer.service@engie.com.

Electricity Direct Debit Form

Gas Direct Debit Form

A VAT declaration form must be submitted for each site/premises that qualifies for VAT relief. This declaration should be completed in full and returned no later than 10 working days after your site start date. If we are not informed of any VAT relief, then sites will be charged at the full rate. If you are a registered charity, please ensure you include your registered charity number. Please either return the completed form by post to the address, or fax it to the number, shown at the bottom of this declaration or alternatively you can email customerdata@engie.com.

VAT Declaration Form

Back billing can occur where there has been an issue regarding accessing the property to obtain up to date or disputed reads. These are very rare, and we do everything to ensure our customers don’t get back billed, to help us to minimise any back-billing issues we agree to:

1. Take regular meter readings.
2. Ensure you can easily submit meter readings
3. Use the meter readings that are submitted where they are within tolerances, if there’s an issue, we’ll contact you to discuss it 
4. Provide you with information on how you can assist in ensuring an accurate bill.
5. f we must produce an estimated bill, we’ll try to obtain an accurate read as soon as possible
6. Provide you with clear payment options where you receive a bill for a longer period than expected not exceeding 12 months
7. Provide you with details for accessing independent advice/support.
8. Should you have any difficulties in paying your bills, please contact our Customer Service Advisors who will discuss any options available.

Please get in contact with us by completing our moving in / out form which you will find here:

Moving In

Moving Out

You will have been sent your contract documents when you agreed a contract with ENGIE. This will show your contract start date.

You can raise a complaint by contacting our dedicated Customer Service Advisors on 0800 170 1112 or email on complaints.solutions@engie.com. Our Customer Service Advisor will listen and try to resolve your complaint at that point, where this isn’t possible we will aim to resolve as quickly as possible. If we need to we’ll transfer the complaint over to our dedicated Customer complaint team. If this happens, we’ll let you know we’ve done this.

We treat complaints very seriously and will try to obtain a resolution where possible, we believe that all complaints are beneficial to improve our overall customer service levels. The resolution could include the following action, we issue an apology, we right the mistake, we provide you with the reason that caused the issue or we’ll offer compensation.

If we’ve done something wrong we want to put it right and we’ll do so using our complaints process.

As a microbusiness customer if you are not happy with our resolution you can also contact the Ombudsman Services on 0330 440 1624 or email enquiry@ombudsman-services.org or Citizens Advice for advice on 0808 223 1133 Textphone: 18001 0808 223 1133

To contact a Welsh-speaking adviser: 0808 223 1144 Textphone to contact a Welsh-speaking adviser: 18001 0808 223 1144 Monday to Friday, 9am to 5pm Closed on bank holidays

Our detailed and comprehensive complaints procedure can be viewed and downloaded here

If you are not happy with our resolution you can also contact the Ombudsman Services on 0330 440 1624 or email enquiry@ombudsman-services.org or contact Citizens Advice for advice on 0808 223 1133