Frequently asked questions

Biomethane purchase agreements provide businesses with verified green gas, helping them decarbonise heat-intensive operations.

By participating in grid-balancing services like the Balancing Mechanism and frequency response, your assets help maintain grid stability.

For the higher level of support, businesses needed to have registered as an ETII. The ETII portal closed on the 25th July for any businesses who were eligible to apply for this scheme on or before 26 April 2023.

After 25 July 2023, you can only apply for this scheme if you become eligible after 26 April 2023. For example:

• You are a new organisation
• You now generate at least 50% of your revenue from activity in an eligible SIC code

For newly eligible ETTIs the portal is located here

For QHS, the portal is located here

To check if you’re eligible and for further details, please visit the ETII government page and for a full list of businesses in scope for additional support, please see this list published by the government

By connecting directly to renewable energy projects, ENGIE’s agreements help businesses reduce carbon emissions and drive investment in greener energy infrastructure.

We’re sorry you’ve chosen to leave us. You can find your contract end date on your contract, or if you are a Micro Business Consumer this will be on your invoices. If you decide to leave us at the end of your contract please let us know, by contacting us at terminations@engie.com or write to us at our ENGIE Supply UK address below:

ENGIE

No1 Leeds

26 Whitehall Road

Leeds LS12 1BE

To make sure your account closure goes smoothly, please provide your new supplier with an up-to-date meter(s) read taken on the day of your switch. Your new supplier will then provide ENGIE with the read(s) and we will produce your final bill. This can take up to 6 weeks to reach you.

If you pay by Direct Debit, it’s advisable to leave this in place until you’ve received your final bill and a final payment has been taken or a refund provided. Once the final payment / refund has taken place, your account will be closed.

If you are due to transfer to ENGIE as a new customer, please ensure that you have terminated your contract with your current supplier to ensure that you are able to switch successfully.

If you are attempting to transfer your supply to a new energy provider, there are a few reasons why ENGIE may object to the switch. Energy suppliers may object to a switch due to the below reasons:

• Your supply may still be within its fixed contracted term
• You may have outstanding debt on your account
• You or someone from your company may have requested that the switch be blocked
• The new supplier may request that the old supplier blocks the switch
• The transfer request may have been for one meter point from a related set.

Where we have objected to a switch, we will have sent you an email to let you know why we have objected and who you should contact for a resolution. If you have any further questions, please contact our Customer Service Team.

If your switch to ENGIE has been blocked by another supplier, please contact them for further information.

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.

If you are a Business customer you can easily submit a meter reading using your online account.

Sign up or Sign in

If you would like to submit a meter reading you can do this by e-mailing us at the below:

Please submit electricity meter readings to electricity.meterreadings@engie.com

Please submit gas meter readings to meterreadings.solutions@engie.com

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. If your meter reading seems unusual, we will contact you to discuss it.

Contact our Demand Response team at demandresponse@engie.com or speak to your account manager about the opportunities available to you.

If you are a Business customer, you can set up and amend Direct Debits easily by logging into your Online Account.

If you’re unable to to register for an Online Account then please complete either an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to us at customerdata@engie.com

If you’re a Large Business, please get in touch with your account manager to set up your Direct Debit or email queryhub@engie.com

Go to the Registration page 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.

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 don’t know your password reset it here.

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.

If you continue to have difficulties accessing your online account, you can contact our Customer Service Team at support.customerservice.uk@engie.com

For large business customers, please login. If you have any issues, please contact your account manager or email us at queryhub@engie.com

You can raise a complaint by emailing our Customer Service Advisers at complaints.customerservice.uk@engie.com

Our Customer Service Advisers 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 Customer Complaint team. If this happens, we’ll let you know.

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: 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 Micro Business Consumer or Small Business Consumer if you are not happy with our resolution you can complain to the Energy Ombudsman on 0330 440 1624 or email – enquiry@energyombudsman.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.

As part of the Energy Bill Discount Scheme (EBDS), you can elect that no discount is to be applied in respect of any energy supplied under your supply contract, this is referred to as an ‘opt-out notice.’ If you have previously chosen to provide an ‘opt-out notice’ but now wish to be part of the Energy Bill Discount Scheme, you can choose to opt-in. Please note you are required to opt-out at a customer level only.

It is important to note that if you have previously opted out of the Energy Bill Relief Scheme, this opt out will be carried over to the Energy Bill Discount Scheme.

If you do not wish to opt of EBDS you will need to opt back into this new scheme.
To opt-out or back into EBDS please complete this form.

For details on your opt-out obligations, please see the Statutory Instrument document.

As part of the Energy Bill Discount Scheme, you are obliged to declare any details that would qualify for any further adjustment of the EBDS discount.

The Statutory Instrument document is available to read now.

This includes defined in Chapter 1 and Chapter 2, an arrangement as including:

financial instruments in respect of the wholesale price of energy;
arrangements under which the customer obtains a benefit from the provision of balancing services;
in connection with the electricity scheme, arrangements under which the customer obtains a benefit by exporting electricity to an electricity system.
gas supplied under your supply contract that may be used for the purpose of generating electricity (whether or not in conjunction with the production of heat).
the electricity supplied under the supply contract may be stored by you or for you, and some or all of the electricity generated or stored, may be delivered to an electricity system (such electricity being “grid-delivered”).

If you believe that you have an arrangement that is listed above, and need to provide a declaration, please complete our EBDS Declaration Form

If you are not a Microbusiness Consumer but would like to know whether you are a Business or Large Business customer with ENGIE, please refer to a copy of your invoices.

Once you are on supply with ENGIE, you may refer to your invoices for further details, as these will refer you to our Query Hub if you are a Large Business customer. Your invoice will refer you to our Customer Service Team if you are a Business customer.

If you are not a Micro Business Consumer or Small Susiness Consumer but would like to know whether you are a Business or Large Business customer with ENGIE, please refer to a copy of your invoices.

Once you are on supply with ENGIE, you may refer to your invoices for further details, as these will refer you to our Query Hub if you are a Large Business customer. Your invoice will refer you to our Customer Service Team if you are a Business customer.

Ofgem defines a non-domestic consumer as a Small Business Consumer if they meet at least one of the below criteria:

• employ fewer than 50 employees and has an annual turnover of £6.5 million or a balance sheet total of £5 million;
• uses no more than 200,000kWh of electricity per year; or
• uses no more than 500,000 kWh of gas per year.

Ofgem defines a non-domestic consumer as a Microbusiness if they meet at least one of the below criteria:

• employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
• uses no more than 100,000 kWh of electricity per year; or
• uses no more than 293,000 kWh of gas per year.

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

Company address

Name of the third party to act on your behalf

Terms of authority and what access is to be given to the account

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 the signatory

The position which the signatory holds within the business

Date of signature

Date of authority expiry (if applicable)

Please provide the letter of authority to our Customer Service Team, contact details, below, who will log this on your account. If you would ever like to revoke a TPIs authority prior to the expiry date provided on the letter, please inform us straight away.

If you would like to receive a quote from Engie, we have a dedicated team waiting to hear from you. You can call us on 0333 666 0276 or e-mail us at directsales@engie.com.

If you are an existing customer with Engie and would like a renewal quote, you may call us on the number above, or contact your Account Manager directly for a quote.

If you are a Micro Business Consumer or Small Business Consumer and are not happy with our resolution you can also contact the Energy Ombudsman on 0330 440 1624 or email enquiry@energyombudsman.org or contact Citizens Advice on 0808 223 1133.

When ENGIE becomes your new supplier, you must complete and sign a VAT Certificate Declaration form.

Please read our VAT Certification Declaration page and complete either the VAT Certificate Declaration – Domestic Use form or the VAT Certificate Declaration – Charity non-business use form as appropriate.

Completed declarations should be sent to customerdata@engie.com or by post to:

ENGIE Power Limited

No.1 Leeds

26 Whitehall Road

Leeds

LS12 1BE

If your account is in credit and you would like to claim a refund, please contact our Customer Service Team on the details provided below and a member of our team will look into this for you, any refunds that are due should be issued within 7 – 10 working days.

If you pay by Direct Debit and funds are returning to the same account we will not require any further documents from you. Where you would like a refund via BACS, please make your request in writing on letter headed paper for amounts over £500.

By investing in and sourcing from renewable projects, our PPAs displace fossil fuel-based generation, driving global sustainability goals.

To view your consumption data, simply register for an Online Account and you will have access to your yearly, daily and half hourly consumption data (depending on your meter type). If you have issues logging in, please check our FAQ’s or call us on 0800 130 3600

We can also provide HH data files on request.  Please call us on 0800 130 3600 and we will provide the data within 10 working days.

If you are a Business customer, you can update your details by using your Online Account.

Please Sign up or Sign in.

If you are a Large Business please email us or call on 0333 666 0279 so that we can update your information.

You can set up and amend Direct Debits via your Online Account, if you are a Business customer.

Alternatively, you may contact the Customer Service Team on the details below to set up a Direct Debit over the phone, or complete an Electricity Direct Debit Mandate or Gas Direct Debit Mandate and return these to customerdata@engie.com

To make a one-off payment, you can do this via BACs transfer to the below details, please make sure to quote your account number or site ID on all correspondence to make sure we can allocate the payment to the correct account. Please note that payments may take a couple of working days to clear.

Gas Payments:

Sort Code: 20-67-59

Account Number: 60121312

For payments being made overseas please use the IBAN and SWIFT codes:

SWIFT code: BARCGB22

IBAN: GB34 BARC 2067 5960 1213 12

Electricity Payments:

Sort Code: 20-67-59

Account Number: 40133817

For payments being made overseas please use the IBAN and SWIFT codes:

SWIFT code: BARCGB22

IBAN: GB86 BARC 2067 5940 1338 17

Please send remittance advice to remittances@engie.com to ensure that we can correctly allocate your payments to your accounts.

ENGIE provides a range of services, including asset optimisation, demand-side response programs and tailored energy management strategies, to help businesses improve efficiency and access cost-saving opportunities.

NESO’s real time response programs

There are a range of frequency and dynamic products, with minimum response times ranging from 0.5 and 30 seconds. Both negative and positive services can be procured at the same time.

These programs are called on more frequently when alternative generation/demand sources aren’t available within short time frames.

These services produce the most revenue per MW, due to the complex and strict requirements needed to respond to a signal within such a short time frame.

If you are a Micro Business Consumer or Small Business Consumer and are not happy with our resolution you can also contact the Energy Ombudsman on 0330 440 1624 or email enquiry@energyombudsman.org or contact Citizens Advice on 0808 223 1133.

Ofgem defines a non-domestic consumer as a Microbusiness if they meet at least one of the below criteria:

• employ fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
• uses no more than 100,000 kWh of electricity per year; or
• uses no more than 293,000 kWh of gas per year.

EQUANS is the new brand for ENGIE’s technical services such as Community Energy and Urban Energy and Regeneration activities in the UK & Ireland, now has a dedicated website at www.equans.co.uk.

EDI Billing is an electronic version of our tax invoices that condenses multiple invoices into one easy to read invoice.

This is suited to our Large Business Customers, if you believe this would benefit your business, please contact us.

Yes, applicants must have the right to work in the UK. Unfortunately, we are unable to sponsor visas for graduate roles at this time.

No, we welcome applications from those at the start of their careers.

Like NESO, Distribution Network Operators have flexibility programs

Sometimes there are scenarios where the national transmission system is balanced but due to limited interconnection between local grids and national systems, the local distribution network is imbalanced.

This means some zones that can’t export any additional generation may require flexible assets that can turn their demand up, and vice versa for zones that can only import so much.

This provides value for the DSO’s, as it limits the risk to expensive transmission/interconnecting equipment that could be at risk of overload.

Merit based margin tool used to balance the grid

Re-introduced in November 2024, this service has changed from a winter auxiliary service, to a merit based balancing tool that competes with the balancing mechanism

This is an intra-day service with requirements being published in the morning, competition taking place within an hour, and dispatch later the same day.

This is a fantastic alternative to those who cannot participate in the balancing mechanism due to the short notice requirement.

NESO’s last response service to prevent blackouts

Introduced in 2014, this service requires your asset to respond within 4 hours of an Capacity Market notice.

This program is technology agnostic and open to all assets subject to a “de-rating”, but that doesn’t mean it’s simple. This program requires comprehensive testing/certifications that our team are able to manage on behalf of our third-party assets.

This is an availability payment-based service that can be dispatched when required by NESO, however, although it provides a crucial safety net, and had several utilisation notices provided, it’s never been utilised resulting in little disruption to generators and businesses.

Yes, but please email these changes to fit.enquiry@engie.com. Please note, the fitmeterreadings@engie.com email is reserved for quarterly reads only.

Yes, however, we are currently not offering PPAs for solar and wind technologies. You can email our Sales team at structuredcontracts@engie.com with details of the technology, contract duration, and generator capacity, and someone will contact you. You can alternatively email the Export Ops team at export@engie.com and we can pass it on to our Sales team.

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.

ENGIE will have provided you with a copy of your contract with terms and conditions when you agreed a contract with us. If you would like to know your contract details and you are Business Customer you will be able to find this information on your Online Account.

The Feed-in tariff scheme closed to new applicants on 1^st April 2019, so you will not be eligible for this scheme. The only buy-back scheme is the Smart Export Guarantee (SEG) which was set up from 1^st April 2020 (https://www.ofgem.gov.uk/environmental-and-social-schemes/smart-export-guarantee-seg). Engie are not currently an SEG supplier, though you can find a list of licensees here: https://www.ofgem.gov.uk/publications/seg-supplier-list.

Yes, ENGIE can help design a bespoke solution combining renewable electricity and biomethane tailored to your goals.

Right to Work in the country where the role is based is required.

Yes, ENGIE can purchase and retire RGGOs on your behalf, ensuring your green gas credentials are recognised while simplifying the certification process for your business.

Yes, our PPAs are tailored to meet unique consumption patterns, financial objectives, and sustainability ambitions.

Yes, ENGIE designs agreements tailored to your energy profile, offering options for fixed or flexible pricing, short term or long term durations, and specific sourcing preferences.

Used for real time balancing response

Introduced in March 2001, this is NESO’s main tool to ensure overall grid balance and no zonal (TSO) constraint.

Balancing mechanism auctions open 90 minutes before a settlement period, and close in just 30 minutes. The format is bid offer acceptance.

This service is incredibly valuable however, offers more punitive measures for non performance. We typically enter our more reliable assets into this mechanism.

Unfortunately, we are currently unable to do this as we are not part of any buy-back schemes. We would recommend choosing another export supplier for your contracts and requesting that they set up the export meter. If you are specifically looking for the Smart Export Guarantee scheme, the licensee is required to set up an export meter for you and we have the right to reject this request.

Unfortunately, we are currently not able to buy back any generation from solar panels. We are not currently offering Power Purchase Agreements (PPAs) for solar technologies, and we are not currently part of any buy-back schemes, such as the Smart Export Guarantee (SEG) scheme (more information on the Ofgem website: https://www.ofgem.gov.uk/environmental-and-social-schemes/smart-export-guarantee-seg). A list of SEG licensees from Ofgem can be found here: (https://www.ofgem.gov.uk/publications/seg-supplier-list).

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.

Eligibility criteria was the same as for the EBRS. Customers need to have one of the following:

• a fixed price contract accepted with ENGIE after the 1st December 2021
• a flexible contract
• a deemed or default contract

Most eligible customers will not need to do anything, however there are some customers who will have to provide further details as part of the Energy Bill Discount Scheme (EBDS).

If you are an Energy and Trade Intensive Industry (ETII) or a Qualifying Heat Supplier (QHS), and meet the eligibility criteria, you will need to apply to receive the additional discount.

As with the Energy Bill Relief Scheme, you will be obligated to declare any details that would qualify for any further adjustment of the EBDS discount. You will also be able to opt out of the scheme.

The EBDS Scheme is now closed.

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.

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.

Sometimes, we may be required to cancel an existing bill and re-bill your monthly invoices for a specific time period, which we would refer to as ‘back billing’. Whilst we endeavour to ensure our customers don’t get back billed, this usually occurs where an accurate meter reading is provided to replace the estimated reading that was originally used for your bill.

If you are a Business customer please submit a meter reading through 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.

If you are a Large Business you can also submit a meter reading by e-mailing us at the below:

Please submit electricity meter readings to electricity.meterreadings@engie.com

Please submit gas meter readings to meterreadings.solutions@engie.com

Alternatively, you may have received a re-bill due to reconciliation or amended charges. This may have been due to accepting a backdated contract, where we will re-invoice you based on your new contracted rates.

Some of our contracts contain charges that are estimated throughout the year, and ENGIE will reconcile the charges when these charges are published. For more information, please refer to our guides on Third Party Charges.

If you’re not sure who your current electric/gas supplier is, you can check the links below:

Find your energy supplier

Check supplier using your postcode

The Energy Ombudsman (UK) is a service available to Micro Business Consumers and Small Business Consumers and aims to help resolve disputes between energy suppliers and their customers. It is free to use, and they are totally independent, so they don’t take sides and make their decisions based purely on the information and evidence available.

In order to use the Ombudsman’s services you must have been signposted by ENGIE which can happen under two circumstances.

If we are not able to reach a mutual agreement following your complaint where we will send you a final offer letter (known as Deadlock), or if a resolution to your complaint has not been reached after 8 weeks you have the right to complain to the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.

The relief applies to registered charities that are carrying out non-business activities and to businesses where the energy is used for domestic purposes. For more details see our dedicated VAT page.

Please contact our Debt Recovery team where an agent will be able to assist you. Our details are debt.recovery@engie.com or call us on 0333 666 0270.

Please note our opening hours are Monday to Thursday 08:30 – 17:00, Friday 08:30 – 16:30.

Third Party Intermediaries (TPIs) and Energy Brokers (also known as Energy Consultants) (all collectively “brokers”) are organisations or individuals that give energy related advice, aimed at helping you to buy energy and/or manage your energy needs. Brokers include switching sites and any company that offers support with energy procurement. Brokers are not representatives of specific energy companies, as they represent the consumer. Whether you approach a broker directly or they contact you, you should not feel under pressure to use their services. If you agree to an energy contract through a broker, your supply contract will always be with the energy supplier. There may be a fee that is payable to the broker (which may be included in the unit rate); for a Micro Business Consumer and Small Business Consumer this is set out in further detail on your Principal Terms document, for any other customers this fee will be available to view on your quotation document.

For more information on TPIs please see Ofgem’s website.

If you are not satisfied with your TPI you can approach both the TPI and your energy supplier or get advice online. Micro Business Consumers and Small Business Consumers can contact the Citizens Advice consumer service helpline on 03454 04 05 06.

There is more information on the government website.

If you have specific questions about the Energy Bill Discount Scheme and are a business, please contact us at ebds-sme.uk@engie.com, if you are a large business please contact us at ebds-ic.uk@engie.com

You will have been sent your contract documents when you agreed a contract with ENGIE. This will show your contract start and end date. Alternatively, if you are a Business customer you can check your contract details by logging in or registering for an online account.

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. 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.

You can request a copy of your data at any time. If you wish to do so, please email the team at customerdata@engie.com or call us on 0800 130 3600 (Opening hours: Monday to Thursday 09:00 – 17:00, Friday 08:30 – 16:30).

This link from Energy UK, an independent organisation providing advice and support to the energy industry, provides further details on your Smart Meter data rights.

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 support.customerservice.uk@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.

When you complete an online form or contact our customer service team letting us know you would like an AMR Meter, the information will be sent directly to our Metering Team.

After a few eligibility checks have been carried out, we will pass your information to one of our agents/installers. They will then arrange to contact you to book an appointment in around 2-3 weeks.

When our installer contacts you to arrange the booking, you will need to answer some questions about the site and meter currently in situ. They will also run through some important things that need to be considered ahead of the booking, such as;

• The Electricity will need to be turned off for around 45 minutes (Gas – no downtime)
• The Meter will need to be clear from any obstructions to allow the engineer access
• There will need to be somebody over the age of 18 on the property at the time of the appointment.

Once the work has been carried out at site, the installer will inform us and we will do the rest. Then you can look forward to your new accurate bills.

If the engineer cannot carry out the work on the day due to other works that may need to be completed. They will inform you and Engie so we can work together to find a solution and get your AMR Meter installed.

*Please note, if you already have an AMR/SMART Meter Installed you have already been upgraded and so we will not actively be rolling out further upgrades on these sites.

When you complete an online form or contact our customer service team letting us know you would like a Smart Meter, the information will be sent directly to our Metering Team.

After a few eligibility checks have been carried out, we will pass your information to one of our agents/installers.

They will then arrange to contact you to book an appointment in around 2-3 weeks.

The government has confirmed that the Energy Bill Discount Scheme (EBDS) is a new package of support planned for UK businesses to help with the cost of energy, this came into force from 1 April 2023 and will run until 31 March 2024.

The Energy Bill Relief Scheme (EBRS) ended on 31 March 2023.

You can find the initial proposal for the EBDS on the government’s website, for further information please visit the Energy Bills Discount Scheme factsheet.

The EBDS Scheme is now closed.

ENGIE employs AI-driven platforms, real-time data analytics and cutting-edge optimisation tools for unparalleled energy management.

We provide upstream PPAs for renewable project developers and downstream PPAs for corporate and industrial energy users.

ENGIE optimises a wide range of assets, including gas-fired plants, renewable generation and battery storage.

Any biomethane-generating facility, such as anaerobic digestion plants, sewage treatment works or waste-recycling sites can participate. ENGIE supports the installation of necessary equipment to ensure gas meets the standards for network injection.

Our agreements cover electricity from renewable sources like wind, solar and hydro, as well as green gas from biomethane production.

ENGIE offers advanced platforms like GEMs, which combine real-time data, analytics and market expertise to help businesses make smarter energy decisions.

ENGIE leverages AI-driven platforms, real-time data analytics and bespoke trading strategies to ensure optimal performance.

You will be able to find this information on your meter itself as your readings should be indicated as RATE 1 (R1), RATE 2 (R2) and so on. This information is also provided on your bill from ENGIE.

At ENGIE we pride ourselves on providing an exceptional service to all our customers. However, we know that there will be times when we get things wrong. When this happens, we promise to take this seriously and aim to sort things out as quickly as possible. If you’re unhappy with our service for whatever reason then we’d like to understand why, so we can endeavour to put things right as quickly and effectively as possible.

If you wish to make a complaint, please contact our Customer Service Team by emailing us at complaints.customerservice.uk@engie.com or follow our complaints procedure.

Resolving your complaint
Our Customer Service team are fully trained to handle complaints and complex issues. We will aim to resolve your issue at the time of the first contact where appropriate and possible. If we cannot resolve your complaint at the first contact we will issue you with a complaint reference number, as well as acknowledging your complaint in writing. Whilst your complaint is open, we will keep you informed at agreed times and dates to ensure you are kept up to date as to the progress of your complaint.

Micro Business Consumers & Small Business Consumers
Deadlock: If we can’t reach a mutual agreement, we will send you a final offer letter (known as Deadlock),which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving our letter.

The Energy Ombudsman (UK) is there to help resolve disputes between energy suppliers and their customers. It is free to use, and they are totally independent, so they don’t take sides and make their decisions based purely on the information and evidence available. You do not have to accept their decision. If you do agree with their decision, we have to act on what the Energy Ombudsman say. This may mean we have to apologise, explain what has gone wrong, correct the problem or where applicable, offer a form of compensation or goodwill gesture.

Website: http://www.energyombudsman.org/
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Write to: Energy Ombudsman Services, PO Box 966, Warrington, WA4 9DF

For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 0808 223 1133. The citizens advice consumer service provides free and independent help and advice to small business on energy issues, contract issues, and raising a complaint.

Business Debtline: For free, impartial and confidential debt advice to small businesses and the self-employed, contact Business Debtline on 0800 197 6026 or go to businessdebtline.org.

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.

We look for a relevant degree (or equivalent) in areas suited to your chosen pathway within the programme.

You may be eligible for VAT relief, where a reduced rate of VAT is applied at 5% based on a few criteria.

For customers that consume small amounts of electricity (under 1000kWh a month) or gas (4397kWh a month) the ‘de minimis’ rule applies, and you will automatically be charged 5% VAT on your gas and / or electricity invoices.

Your business may be able to claim VAT relief if any of the below circumstances are applicable to you:

You are a charitable or non-profit organisation
If you use energy for domestic purposes, the proportion of energy used for domestic reasons will qualify for VAT relief, unless over 60% of your consumption is used for domestic purposed, then the whole invoice will qualify for VAT relief.
To claim VAT relief, a VAT declaration form must be submitted for each qualifying site/premises. This declaration should be completed in full and returned no later than 10 working days after your contract 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 any completed forms to customerdata@engie.com.

If your circumstance has changed, meaning that you are newly eligible for VAT relief, or if you are no longer eligible for VAT relief, please complete a new VAT certificate and let us know.

The reduced rate VAT relief allows fuel and power supplies to be charged at the current reduced rate of VAT. As there is no Climate Change Levy applied to reduced rate VAT energy supplies, customers will also benefit from that.

Once an Account Manager has received your quote request, they will review your quoting requirements and set up your quotes on a bespoke basis. We will also perform a credit check on your company in order to ensure that we can achieve credit insurance against the contract, as once the contract is signed we purchase the energy required up front. Once the quotes have been drawn up, we will get these to you straight away as the energy market is live and we can typically guarantee your prices for up to a day. Once you have reviewed your quotes, let us know how you feel. If you would like to accept the quote, please sign the contract either by hand, or electronically (If using an electronic signature, we also require the audit trail for this, i.e., DocuSign summary) and return to your Account Manager. Once your Account Manager has received the signed contract, they will check for any market movement and formally accept the contract for ENGIE.

Once you are an ENGIE customer you will start our onboarding journey and we will look forward to having you as a customer.

Non-business activities relate to the provision of goods or services to the customers by charities for no charge.

Energy management involves monitoring, controlling and optimising energy use to improve efficiency and reduce costs. It’s vital for businesses aiming to achieve sustainability goals, comply with regulations and gain a competitive edge.

Demand-side management involves adjusting energy use during peak times or when renewable generation is high to benefit both the grid and your bottom line.

Climate Change Levy is an environmental tax on business energy use and is only applied to the energy you use. This was introduced in April 2021 and was designed to encourage businesses to be more energy efficient and reduce greenhouse gas emissions. The rate is subject to change over time and is published by the government, if you would like to know the current CCL rate please click.

If you are eligible for VAT relief, you will be eligible for CCL relief, however ENGIE will require a PP11 form prior to any relief being applied to your account. A PP11 form can be completed via the HMRC Website. If you are able to let us know of your exemption before your contract begins, please send us a PP11. If you are unable to let us know before your contract starts with us, we will also require a PP10, and your CCL relief will be applied from your next bill. In this instance, please seek any unclaimed CCL Relief from HMRC directly. A PP10 form can be found on the HMRC Website

Once you have completed a PP11 and / or P10 form please send this to us at customerdata@engie.com for processing.

MPAN: A Meter Point Administration Number (MPAN) is used to identify individual electricity supply points. It’s usually a 21-digit number with the letter ‘S’ at the beginning and is displayed in a grid above “Your Invoice Breakdown” on your Invoices from ENGIE. We would usually require the last 12 digits to identify your meter when communications with us about your account or when submitting a meter reading. You can find your serial number ENGIE invoice under the ‘Consumption Information’ section. If you are not yet a customer with ENGIE, you may be able to find this on your invoice from your current supplier. You will not be able to find your MPAN on your physical meter.

Alternatively, you may contact your Network Operator to check you MPAN number.

MPRN: The Meter Point Reference Number (MPRN) is used to identify individual gas supply points. It’s normally made up of numbers and doesn’t contain any letters. You’ll find your MPRN on your ENGIE invoice under the ‘Consumption Information’ section. You can also find your serial number in this location. If you are not yet a customer with ENGIE, you may be able to find this on your invoice from your current supplier.

Alternatively, you may search using your address at Find My Supplier or call the Meter Number Helpline on 0870 608 1524. Calls to this number cost 7p a minute, plus your phone company’s access charge.

Your serial number is important as it can help us to identify your meter. The Serial number is also known as the MSN or Meter ID and appears on your bills as described above as a combination of numbers and letters. Your serial number can also be found on your meter near the barcode. If this does not match the serial number on your bills, please get in touch.

EAC: This refers to your Estimated Annual Consumption and applies to the amount of electricity that we expect a meter to use each year in kWh. These figures are used to forecast your electricity usage when you are provided with a quote or may be used for billing purposes if actual data or meter readings haven’t been received by us.

AQ: this refers to your Annual Quantity and applies to the amount of gas that we expect a meter to use each year in kWh, this is forecast based on the consumption history for the previous 12 months. These figures are used to forecast your gas usage when you are provided with a quote or may be used for billing purposes if actual data has not been received by us.

This charge is levied by your DNO and contributes towards the costs of distributing electricity across the network. Your supply capacity refers to the maximum amount of energy that is required for each half-hourly meter. Your supply capacity is agreed with your DNO, and is shown on your ENGIE invoices as kVA, and you will be charged in p/kVA. If your consumption exceeds your agreed supply capacity, you will be charged an ‘excess availability charge’ at a higher rate in p/kVA. Your invoices from ENGIE will detail the maximum amount of energy you required over the invoiced period for you to review whether your supply capacity is at an appropriate level.

To find out more about your supply capacity please contact your DNO (Distribution Network Operator).

A subject access request, or SAR, is a request made verbally or in writing to a company or organisation asking for a copy of all the personal information it holds on you.

You have extensive statutory rights regarding the manner in which your personal data is processed by us. You are entitled to access, query, amend, delete, limit or transfer any personal data concerning you – if you wish to exercise any of these rights, please contact us using the details given below.

Attention: Data Protection Officer

Email: dataprivacy.uk@engie.com

Address:

ENGIE Power Limited

No. 1 Leeds

26 Whitehall Road

Leeds

LS12 1BE

UK

ENGIE must provide you with a response within 28 days of receiving your request, however, ENGIE may not be obliged to provide you with data where the request pertains to business information (i.e. data that is not personal), data that may reveal the identity of another individual, or data that may prejudice any ongoing criminal investigations.

If you are not satisfied with the response which you receive, you may contact the Information Commissioner’s Office to make a complaint.

For further information, please see our Privacy Policy.

Smart Meter: Smart Meters measure your energy consumption and are able to send regular consumption information directly to us for use on your bills, so there is no need to take manual meter readings.

A Smart Meter can show you how much energy you are consuming. It can be programmed with tariff information, so you can also see how much you are spending on energy. With a Smart Meter, you will have no more estimated* bills so you only pay for what you use.

The latest generation of Smart Meters will replace existing gas and electricity meters and can communicate with all suppliers, so there will be no interruptions to your remote meter readings if you change supplier.

Apply for a Smart Meter today

AMR Meters: Advanced Meter Reading meters are advanced electricity and gas metering systems that record energy usage and have the ability to remotely** send data to us for use on your bills.

AMR meters can be different for gas and electricity. If you’re a gas customer, an AMR is often an ancillary device that we attach to your existing meter. If you’re an electricity customer, an AMR meter is an advanced meter that will replace your existing meter, but these are also available for gas customers.

Apply for an AMR Meter today.

* Subject to eligibility. Installation is subject to survey and your business site meeting Smart/AMR meter installation suitability criteria. There may be additional associated costs if the set up at your site needs additional equipment to support the installation.

** Subject to your meter being able to be read remotely.

A Qualifying Heat Supplier (QHS) is an organisation who supplies and charges for the supply of heating and/or hot water to a domestic consumer through a heat network. QHS will receive a higher level of support which will be passed through to domestic customers. Heat Networks supply heat from a central source to end users. Only heat networks who provide domestic end users are eligible for the additional discount as they fall under a commercial meter. Heat Network Metering and Billing Regulations (HNMBR) database will be used as an initial list to identify eligible heat networks.

For more details, please visit the QHS government page.

A half-hourly meter (HH or 00) meter is an electricity meter for businesses that provides consumption data to the energy supplier every half an hour. For any business that has a maximum demand of 100kW or higher during any half-hour period of the day it is compulsory to have a half hourly meter.

A GPA is a contract where ENGIE agrees to purchase biomethane produced by your facility and injected into the gas network. It provides a reliable income stream and can be tailored to your business needs, offering options like fixed pricing or market-linked rates.

A corporate PPA is a long-term agreement that allows businesses to purchase renewable electricity directly from a generator, often linked to a specific project.

Please note HMRC rules govern that we cannot retrospectively apply VAT relief beyond 4 years from the date this VAT Certificate Declaration is processed. Any back dated relief will be applied subject to our discretion.

Where there is a mix of qualifying and non-qualifying use, you must calculate the split between these on a fair and reasonable basis. Please only include the qualifying percentage on the VAT Certificate Declaration.

We have a responsibility as required by HMRC to review the VAT Certificate Declarations before we process them. If we are satisfied that you qualify, our billing system will be updated so that the current reduced rate of VAT is applied to your energy supplies.

Please see HMRC Guidance, or contact HMRC to agree on how the split should be calculated.

HMRC VAT general enquiries please call on 0300 200 3700 or contact HMRC

For Business customers ENGIE has a suite of products that are designed to meet your varying energy needs. If you’re looking for the security of fixed rates, or wanting greater control over Third Party Charges, we can help. Please see our Supply Contract page

If you would like further information on our products, or would like to discuss a quote with us, please contact a member of our team to discuss your options on 0333 666 0276 or e-mail us at directsales@engie.com.

For Large Businesses who may be looking for certainty of fixed prices or the flexibility to trade actively and capitalise on real-time market movements, find out about our adaptable energy supply products.

We can offer the energy supply that meets your needs, whether you are a small business or a large industrial or commercial customer. Our energy capabilities play a leading role in the UK’s transition towards a more secure and sustainable future. We are dedicated to developing new sustainable services delivering low-carbon workplaces. This puts us at the forefront of providing sustainable solutions to our customers.

Our Green Gas is all supplied from within the UK, helping to support the UK’s energy independence. Buying Green Gas also supports the local economy where the biomethane plant is located, since the organic matter required for biogas production must be sourced locally, and by-products from the process can be supplied to agricultural and other sectors as fertiliser. For more information, please see our dedicated Green Gas page

Our Renewable Electricity is fully certified by UK Renewable Energy Guarantees of Origin (REGOs) or EU Guarantees of Origin (GoOs) and is fully traceable – backed by EcoAct assurance. This accreditation means that you can confidently report zero market-based carbon emissions for your electricity consumption.

Where customers choose to be supplied by our standard products (non-renewable) please see our fuel mix disclosure page

Energy network operators own and operate the wires and pipes that carry electricity and gas to your business. Sometimes you’ll hear the networks being referred to as ‘the grid’. Different distribution companies are responsible for looking after the network in areas across the country. For electricity meters, these are often referred to as a District Network Operator, or DNO.

They can help you with things like new gas and electricity connections, moving your meter, or if you are experiencing a power cut.

To find out who your Network Operator is and find out who to contact, please check the Energy networks Association Website or download our helpful guide.

As an energy supplier, ENGIE is legally obligated to investigate the theft of energy actively.

We recognise the importance of identifying where customers may be facing challenging circumstances whilst undertaking our investigations. However, energy theft is dangerous and criminal activity.

We will investigate premises where we have reason to suspect that it is taking place. Energy theft is a crime. If you suspect someone is committing energy theft or has tampered with your meter, report it immediately by contacting Crimestoppers on 0800 023 2777. For more information and advice on energy theft, go to www.stayenergysafe.co.uk

Should you have any questions, please contact our Customer Service Team on 0800 170 1112 or at support.customerservice.uk@engie.com

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.

We’ve recently been informed of a phishing scam, where the perpetrators are calling ENGIE customers and claiming to be their account manager. If you receive a suspicious phone call or are unsure please follow these simple steps:

Take the name of the person you are speaking to
Proceed to hang up the phone
Make sure the line is clear and contact ENGIE using the details on our website
Report the call to Ofgem

Read more about phishing scams on the government website.

Remember, never to provide personal information to anyone if you are unsure who they are.

If you are experiencing an emergency with your energy supply, please contact these free 24 hour national number emergency lines

Elec: 105
Gas: 0800 111 999

What to do in the event of a possible gas leak:

• Turn off the gas at the mains supply and leave it off until the leak has been repaired
• Ensure all naked flames are extinguished
• Open all doors and windows for ventilation
• Do not operate any electrical switches
• If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually when the engineer arrives.

If the problem persists or further work is required then please call us on 0800 130 3600 during normal business hours or 0141 249 3999 after normal business hours, to arrange for any necessary works to be carried out.
You should be provided with a reference number that we will need to assist you as your energy supplier, please have this to hand if you contact us regarding your emergency.

For further information please see the National Grid Website.

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.

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.

When you contact us regarding a quote, it would be handy to have the following information available to ensure that we can provide you with a quote as soon as possible.

Your Company: We will need to know the name of your company and the registered company number if you are a limited company, if you are a sole trader we will require your business address as well.

Your meters: We will need to know the MPAN and / or MPRN numbers that you require a quote for, and their annual usages. Where you would like a quote for a half-hourly meter, it would be incredibly helpful to send us some usage data too (at least 6 months’ worth is best). If you have any MOP, DC, and DA agreements in place please let us know.

Your Quotes: In order to provide you with the quotes that are most useful to you, please let us know when you would like a contract to start, and how long you would like a contract for. Why not look at our product offerings to see what would suit you best, if you’re not sure, one of our account managers will be able to offer you advice.

Your electricity bill is made up of two main elements; the cost of electricity purchased on the wholesale market (this cost can be fixed by your supplier buying volume at a specific point in time e.g., when you sign a new energy contract) and third-party costs (TPCs). TPCs relate to the delivery of your electricity, and ‘green’ Government levies (to be invested in future carbon free energy generation) which sit outside your energy supplier’s control. Check your contract to understand whether these third-party charges are included in your unit rate or ‘passed through’ at the current rate.

For more information on each cost component, please refer to our website

The Supply Box Number Format which is visible on invoices has changed this can be seen below.

The changes are, the metering switch code number will be replaced by the standard settlement configuration number, as shown above. The number will move from a 3-digit number to a 4-digit number. The line loss factor number will also change name to DUoS tariff ID once a customer is migrated to MHHS, but the number will remain the same.

We have two types of Out of Contract charges; these are Deemed and Default rates.

Deemed Contract Rates and Terms & Conditions

Deemed Contract Rates apply to customers who do not have a contract with us, typically these apply to customers who have undergone a Change of Tenancy and have moved into a site supplied by ENGIE. If you are currently on Deemed Rates, contact a member of our team today on 0333 666 0276 or e-mail us at directsales@engie.com to see what we could offer you.

Default Contract Rates and Terms and Conditions

Where you have had a formal contract with ENGIE, but this has expired and you continue to consume past the end date, the original terms of your supply contract shall apply, except that from the date your contract terminated you shall be charged the Default Contract Rates.If you would like to renew a contract with ENGIE, please contact either your Account Manager or our Sales team at 0333 666 0276 or e-mail us at directsales@engie.com

Energy UK, an independent organisation providing advice and support to the energy industry, will provide details on your data rights and choices.

You will only export surplus energy from solar panels if you generate more energy than you can consume, which is unlikely to happen in the winter. If you are already a FiT (Feed-in-Tariff) customer, then you will receive payments for any exported energy. The FiT scheme is closed to new applicants, and its replacement is SEG (Smart Export Guarantee), which we do not offer. More info on SEG below.

You will only see a reduction in your consumption if your solar panels are directly connected to your import supply meter, which should have been done by the company who installed the solar panels. There is currently no acknowledgement of this as a line item on your import supply bill, it would simply net off from the imported energy units, reducing the overall imported energy, and therefore you would be billed less than if you did not have the panels.

P415 allows us to participate in the wholesale market on behalf of our assets

An established trader, ENGIE began participating in the wholesale market on behalf of its assets in November 2024.

Like the balancing mechanism, this is a high-risk market so we will typically only introduce our more reliable assets and use our wider portfolio to eliminate risk.

We can also stack this market with a wide range of our programs, to generate revenue across all of these services.

By 30 June 2025, the Radio Teleswitch Service (RTS), also known as the Dynamic Teleswitch Service (DTS), will be discontinued as it reaches the end of its operational life. This switch-off will impact businesses that use electricity RTS meters, potentially causing disruptions to their heating and hot water supply.

What happens if i don’t upgrade?

If you choose not to upgrade, your business’s heating and/or hot water systems may be impacted. This could result in the heating and/or hot water being left on or off continuously, or charging at inappropriate times of the day. Additionally, we may not be able to accurately track your electricity usage during peak and off-peak periods, potentially leading to significantly higher electricity costs.

Please complete the form above so we can arrange your upgrade.

You can find out more information about the RTS switch off in this document.

What is a Feed-In Tariff?
The Feed-In Tariff is a government scheme which is accessible to small generation installations via Energy Suppliers. If you have eligible renewable energy sources at your business, like solar panels or wind turbines, the Feed-In Tariff (FIT) allows you to be paid for the energy you generate.

How do I qualify for a Feed-In Tariff?
If you’re an ENGIE customer and you have an accredited Microgeneration Certification Scheme (MCS) certificate, provided by your installer, or are an ENGIE customer with ROO-FIT accreditation you can apply. An MCS certificate is an internationally recognised quality assurance scheme that certifies both products and installation companies ensuring Microgeneration products are installed to a high standard. You need to provide an MCS certificate number as part of your application for FIT, to confirm that your system has been installed in line with the MCS installation standards. Please note FiT is closed to new entrants since 2019, so is only available to installations already accredited.

You can find out more about FIT by visiting the Energy Saving Trust website or Ofgem’s FIT pages.

For FIT Related Enquiries, please email FIT.Enquiry@engie.com or call 0113 284 5404

For FIT Meter Readings, please email these to FITMeterReadings@engie.com towards the end of each calendar quarter.

When our installer contacts you to arrange the booking, you will need to answer some questions about the site and meter currently in situ. They will also run through some important things that need to be considered ahead of the booking, such as;

• The Electricity/Gas will need to be turned off for around 45 minutes
• The Meter will need to be clear from any obstructions to allow the engineer access
• There will need to be somebody over the age of 18 on the property at the time of the appointment

Once the work has been carried out at site, the installer will inform us and we will do the rest.

Then you can look forward to your new accurate bills.

If the engineer cannot carry out the work on the day due to other works that may need to be completed. They will inform you and Engie so we can work together to find a solution and get your Smart Meter installed.

*Please note, if you already have an AMR/SMART Meter Installed you have already been upgraded and so we will not actively be rolling out further upgrades on these sites.

Post-fault grid security services

Typically, there are two reserve services, a fast and slow program. They are in place to give NESO time to find alternate forms of generation/demand in response to a grid event, this can be an increase or decrease in demand.

Depending on the program, the response time required ranges from 1 – 20 minutes. This service is more regularly dispatched than the Capacity Market, however, it is still infrequent, especially in the case of the slower reserve services.

This service offers both availability and utilisation payments and can be dispatched when required by NESO. Payment is based on performance of utilisation, as well as the available capacity to grid.

We have recently been made aware of a website that is claiming to be ENGIE but isn’t, they are phishing for customers to request information in order to benefit from green coupons.

This is not affiliated with ENGIE so please do not provide any personal information.

If you think you are a victim of fraud or have been contacted by someone trying to scam you:

• Call Action Fraud on 0300 123 2040 or use their online form.
• In Scotland, call Police Scotland on 101.
• Always call 999 in an emergency, if you feel threatened or unsafe.

For general advice on managing unwanted calls and messages, visit the Ofcom website.

To manage unsolicited marketing and sales mailings, you can also sign up for the Mailing Preference Service. The Trading Standards Office can also give advice on setting up ‘No Cold Calling Zones’ in your local area.

Some people are concerned that using crops as a feedstock for producing green energy is a waste, when these crops could become food instead. Arable land is already being used for purposes other than food production, though – more cereals are grown for brewing and distilling than for energy crops!

It’s not possible or sustainable to continuously grow food crops, as the soil will gradually lose its nutrients. AD feedstock crops are grown as part of a crop rotation cycle with natural digestate fertiliser, helping to replenish organic matter and improve the soil. This means farmers can grow better quality food in the next cycle.

We aren’t too sure where this myth came from, as all the AD sites we’ve seen are safe – and very clean!

Having clean, tidy and safe working conditions for our team means we are able to operate even more efficiently.

Anaerobic digestion actually increases the demand for jobs. While machinery does the bulk of the digesting work, the whole operation requires a hardworking, meticulous team to check the machines are running as they should be. On top of this, AD boosts a range of other jobs, such as managing feedstock production, fertiliser, and maintenance.

Some of the feedstocks that fuel a digester can produce a bit of a stink (such as manure and chicken litter), but these smells aren’t permanent. Plants want to turn their feedstock into green gas as quickly and efficiently as possible, so the feedstock isn’t around for long. This also means that the smell rarely spreads beyond the plant. In fact, one of our AD plants is situated directly next to a wedding venue and we haven’t had any complaints!

Anaerobic digestion is great for businesses of all sizes that produce organic waste. It may seem like it’s more popular with big companies, but that’s only because they tend to shout about their green practices more!

Over half of the feedstock providers we work with are small local businesses and farmers. Anaerobic digestion is not just a rich person’s play thing, it’s a real way to sustainably create value out of waste. For many farmers, AD is especially useful as our digestate bi-product makes great fertilizer and the biogas helps fuel their farms.

This is the most common misconception about AD. AD plants are often situated on agricultural land, as this is the most beneficial location for our feedstock providers who tend to be farmers and small, rural businesses. This helps cut travel costs and allows farmers to make profit from their waste.

Prior to AD plants, farmers had to remove their waste, (often via large lorries or tractors), to a landfill or similar facility that could be miles away. Instead, AD diverts the waste to a different place, which is usually just a short trip down the road.

Prior to AD plants, farmers spread their agricultural wastes and residues, such as farmyard manure and cow slurry, straight onto their land. Therefore these feedstocks were already being transported, but they are now being directed to a local AD plant, rather than being spread on fields.

Siemens

Siemens Plc are a global organisation working end to end across multiple markets.  Predominantly: Energy, Industry and Healthcare.

At present, Siemens provide Engie with a range of metering services.  These include HH and NHH meter asset provision, meter operations and data collection.  Most recently we have undertaken a large roll out project to install smart meters.  Siemens has worked closely with Engie to ensure we are providing services that add value to customers, and cause as little disruption to their day to day business as possible when installing smart metering.

IMServ

IMServ is one of the UK’s leading Meter Operators (MOP) and Data Collectors (DC) and is an award winning pioneer of metering and data collection services in the utility sector. IMServ is headquartered in Milton Keynes, UK. Through the government-mandated smart meter rollout, IMServ is playing a central role in the energy transition, making energy usage more efficient while helping to cut emissions.

IMServ’s metering and data collection services cover 25% of the UK’s entire electricity consumption, monitoring 80 billion units of energy data. Through utilising its industry-leading visualisation tool, DataVision, IMServ helps organisations understand their energy usage better, providing insights to drive efficiencies and sustainability improvements.

Energy Assets

We offer a broad range of innovative metering and data services for electricity, gas, water, fibre and renewables, as well as future-proofed network construction and ownership.

We’re trusted by energy suppliers, developers, contractors, and blue-chip end users to deliver fully accredited meter exchanges, upgrades, installations, removals, and disconnections. We operate across Britain, supported by our network of offices.

As an approved Meter Asset Manager (MAM) and Meter Operator (MOP), we own, operate, and maintain metering systems over their life-cycle. We complete 1,000s of metering installations and exchanges every year for our clients, from smart meters to complex turbine installations.

You will receive your bills on a monthly basis running from the first to the last date of the month, we are not able to amend the frequency that bills are issued. The preferred payment option is by Direct Debit, and all Direct Debit payments are variable in line with invoiced amounts, and the full amount of each invoice will be taken as payment. Please see our answer on how to pay your invoice for further information on your payment options.

The date of your invoice will be displayed on your contract. For our Gas customers this will be on the 10th day of the month following the consumption period, and for our Electricity customers this will be on the 15th day of the month following the consumption period. Where our customers pay by Direct Debit, the payment should be cleared by 14 days after the invoice is issued.

Where you are a Microbusiness Consumer and have a Direct Debit with us, your invoice will show your payment date, and the date for providing us with a termination notice is provided on your bill.

No, just because you received the EBRS discount this does not necessarily mean you will receive the EBDS. The level of support for the new scheme is lower than that offered in the EBRS.

All we require from yourself is a photo of the meter on the day you move out, so we can produce a final bill – please send this to fit.enquiry@engie.com. The new tenants will need to email fit.enquiry@engie.com to set up the new FIT installation in their name. They will need to provide us with the following documents, so please ensure that they have everything that we require:

• Photo of meter on the day they moved in along with the date
• MCS/ROO-FIT certificates
• EPC certificates
• Proof of identity (e.g. driving license, ideally of the owner)
• Proof of ownership of the solar panels/property (e.g. a letter of authority)

Once you have agreed a contract with ENGIE you should receive a copy of your contract with your terms and conditions, and a Welcome Pack will be provided to you close to your contractual start date.

If you would like to ensure that your account is set up and ready to go, you can check that the following are set up so that we can provide you with the best customer experience from the start of your contract.

If you are a Business customer, you can register for an online account. Large Businesses can also register. Through your online account you will be able to manage your information and set up your Direct Debits.

Please read our guidance notes and complete the relevant VAT Declaration Certificate and return to customerdata@engie.com

To update your contact details, invoicing preferences or addresses, marketing preferences or to let us know about any changes to your account and you have not been able to do so through your online account, please contact us.

Please get in contact with us as soon as possible by completing our move in form or our move out form.

Once we have received your form, the team will to look into your case and get in contact with you and the party that is moving in for verification purposes, and request further information where required.

We may require a copy of documents such as a valid lease or tenancy agreement, management agreement or solicitors’ letter, or a completion statement if you have sold the property.

You can obtain a statement of account by just logging in or registering for an Online Account.

Electricity

If you would like your meter completely disconnected, you may either contact your DNO (Distribution Network Operator) with the request, or you may contact us at the details below and we will contact your DNO to arrange disconnection.

If you would like your meter to be de-energised with the potential for re-energisation in the future, please contact us to discuss your options. Please note that some charges may still apply, as the site is still connected to the network.

Gas

If you would like your Gas meter to be disconnected or removed, please complete a SiteWorks Form and return to our Customer Services Team on the details provided below and we will review your request. Once your meter has been disconnected, please ensure to let us know so that we can collect and return your meter, free of charge.

If your meter was removed, but there is still a supply to the site you will continue to be charged based on the sited connection to the network.

Electricity

If your site was disconnected, we will be unable to close your account without receiving evidence of disconnection, this may be the Job Reference Number, Disconnection Certificate or Engineer Details.

Please contact us on the details provided below and we will be able to confirm this with your DNO (Distribution Network Operator) and wrap up your account.

Gas

If the meter is not returned to the MAM, the owner of the meter, it becomes more difficult for us to close your account and may result in a fee. Once your meter has been disconnected, please ensure to let us know so that we can collect and return your meter, free of charge, to prevent any further charges.

Please send any purchase order numbers to our dedicated team at customerdata@engie.com, please make sure to include your account number to help us process your request.

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.

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.

If you have moved out of a site, please get in contact with us as soon as possible by completing our moving out form.

Once we have received your form, our dedicated team will begin to look into your case and will get in contact with you and the party that is moving in for verification purposes, and request further information where required. We may require a copy of documents such as a valid lease or tenancy agreement, management agreement or solicitors’ letter, or a completion statement if you have sold the property.

Until we have received this form and we have successfully completed your Change of Tenancy you will continue to receive invoices from ENGIE.

If you are being billed to estimated reads, please ensure that you are providing us with regular meter readings, you can do this through your Online Account, please log in or register

If you are still unsure about your meter’s consumption, could this be explained by a change in your business patterns? You are more likely to see an increase in your consumption in the winter months as you heat your premises, or have you had new equipment installed that may impact your energy usage?

If this does not reasonably explain your concerns regarding your meter’s consumption, please get in touch.

If you require a New Supplier Form to be completed, please contact us at the details below and a member of our Team will complete this and return it to you.

If you require remittance advice, please send remittances to remittances@engie.com to ensure that we can correctly allocate your payments to your accounts.

If you require purchase order advice, these requests should be sent to customerdata@engie.com.

In cases where there is not a working smart or AMR meter on the premises, the volume settled for each half-hour will be estimated based on data from half-hourly load shaping. Not having a smart or AMR meter may limit your ability to take full advantage of new tariffs that rely on actual half-hourly data to deliver the best savings.

You can apply for a smart meter on our dedicated page.

If you think there is something wrong with your invoice, you may need to contact us, but there are some things you can check first.

1. Was your invoice estimated? To avoid estimated bills, please ensure that you are providing regular meter readings, you can do this through our online portal

2. Has your contract changed? If your contract has ended, and you are being billed in line with a new contract, or our out of contract rates, your prices may have changed. Find out more about our out of contract rates or contact us on 0333 666 0276 to discuss a new contract.

3. Have there been any changes to your business? If you have changed the way your business operates, such as new operating hours or installing new equipment, this may affect your energy usage.

4. Have you moved premises? If you are no longer responsible for the site you are being invoiced us, please complete a Moving Out Form.

5. Have we charged VAT and CCL correctly? VAT rates can be influenced by your energy usage. Please see our sections on VAT and CCL to find out more about these charges and inform us if you have any exemptions.

If you are unable to find your meter inside your premises, you may have to try outside the building. We may be able to send an engineer out to assist you in finding your meter, however there is a charge for this.

To help you find your meter, please let us know what fuel is supplying your building, and if any other engineers have been out to your site to read your meter previously.

If you are a Business or Large Business customer, please contact our respective Credit Control Teams on the details below to discuss your payment options.

If you are struggling to keep up with your bills, you may seek further advice from the Business Debtline which offers debt support for business customers, Step Change is a debt charity geared towards self-employed people or The Government can offer help and support for businesses.

Ofgem’s rules on back billing for Microbusiness Consumers are as follows:

You can’t be charged for gas or electricity used more than 12 months ago if you have not been correctly billed for it or informed about it via a statement of account before. This includes situations where a supplier increases your Direct Debit because it was set too low. Suppliers cannot use this to recover any shortfall for a period longer than 12 months ago.

This is confirmed in the terms and conditions of your contract. However, there may be instances where the back billing rules do not apply, such as instances of gas or electricity theft, or obstructive behaviour that prevents accurate billing, such as blocking meter readings at your property.

If you believe that you have been incorrectly charged for any consumption that is more than 12 months old, please get in touch with our Customer Service Team.

Record principal digits only (black on white, or white on black):

• Ignore any red digits
• Ignore any digits in a red surround
• Ignore any printed or fixed zero(s)
• The reading units of x100 will be taken into account

If you’re still unsure on how to read your meter please contact our Customer Service team by email at support.customerservice.uk@engie.com or call us on 0800 130 3600 and we’ll talk you through it.

Your gas meter may also have a Corrector, which is a separate digital device that is part of the meter set up. This provides an additional read based on data that the physical meter may not account for. When you send us a meter reading, please send us the corrector reading, and both readings where possible.

There are several different kinds of electricity meters. Check which kind you have before you read it.

Single rate digital meter: A digital meter will have an electronic or digital display, showing five numbers in black or white, which may be followed by one or more red numbers. To read the meter, write down the five numbers shown from the left to right and ignore any other numbers.

Multiple Register (single display) meter: Some two rate meters only have one digital display. They will either flash up the different rate readings in a cycle or have a button that you need to press to make the display cycle through the readings for the different rates. To read the meter write down the numbers shown left to right. You will need to give both readings to us.

Multiple Register digital meter: The bottom row (marked normal or day) shows how many units of peak electricity you have used. To read the meter, read both the top and bottom rows, write down the numbers shown left to read, ignore the last number(s) which may be shown in red. You need to give both readings to us.

Dial meter: To read the meter, read the first five dials from left to right, write down the number that the pointer has just passed. If the pointer is exactly over the number, write it down and underline it. If you have underlined a number, check the next dial to the right. If the pointer on that dial is at or past 9, you need to reduce the number you have underlined by one. For example, a 6 followed by a 9 should be written as a 5 and underlined.

If you’re still unsure on how to read your meter please contact us on the details below and one of advisors will be able to talk you through it.

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.

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.

You can request a copy of your data at any time. If you wish to do so, please email the team at customerdata@engie.com or call us on 0800 130 3600 (Opening hours: Monday to Thursday 09:00 – 17:00, Friday 08:30 – 16:30).

This link from Energy UK, an independent organisation providing advice and support to the energy industry, provides further details on your Smart Meter data rights.

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.

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.

We only have access to your data for the period of time that you are supplied by us.

According to the information we’ve received so far, the majority of the EBDS appears to be similar, with some notable exceptions;

The discount has changed:

Maximum Discount & Threshold (or ‘Floor Price’) change:

Eligible Energy and Trade Intensive Industries (ETIIs) will receive a higher level of support subject to a maximum discount. This discount may only apply to 70% of energy volumes:

Additional ETII support:

Please note that you have to register for additional ETII support, the ETII portal closed on the 25th July for any businesses who were eligible to apply for this scheme on or before 26 April 2023.

After 25 July 2023, you can only apply for this scheme if you become eligible after 26 April 2023. For example:

You are a new organisation
You now generate at least 50% of your revenue from activity in an eligible SIC code

Additional QHS support:

The scheme will support the wholesale element of a heat networks energy tariff, up to the point that the Minimum Supply Price is achieved. We understand the Minimum Supply Prices will be set as:

Electricity – £340.00 per MWh

Gas – £78.30 per MWh

The EBDS Scheme is now closed.

Settlement processes calculate how much energy has been consumed and generated, with charges levied on suppliers when energy used and purchased doesn’t balance. Under the current system, electricity consumption is accounted for and settled based on half-hourly (HH) and non-half hourly (NHH) consumption data which is collected by NHH and HH Data Collectors.

MHHS will introduce half hourly consumption data for all electricity sites, increasing the accuracy of the settlement calculations and the overall efficiency of the market. MHHS will reduce the time taken to settle energy usage from 14 months to 4 months. The reduction in the settlement timeline is planned for July 2027.
Replace question 6 (same header)

MHHS delivers the capability for all suppliers to offer new and innovative tariffs to their customers that reflect the time of day you are using energy based on your actual consumption per half-hour. ENGIE will communicate details of these tariffs to you as they become available.

By taking advantage of your flexibility, ENGIE helps you capitalise on market opportunities, reduce costs and earn revenue through participation in grid-balancing services.

No. The energy supply will remain uninterrupted throughout the bereavement process. ENGIE’s focus is on account management and customer support, not on disrupting service.

MHHS is being introduced because the current model for settling electricity consumption is not suited to the way in which we generate and use electricity today, nor how we expect to generate and use power in the future.

The UK has a target to move to a zero-carbon electricity grid by 2035. In the Energy White Paper ‘Powering our Net Zero Future’ the government has set out an ambitious programme to build a fairer greener energy system.

All this means that a larger proportion of our electricity is being generated by intermittent renewable sources of generation, such as wind or solar. At the same time, the demand on our electricity grid is increasing due to, amongst other things, greater adoption of electric vehicles and greater use of electricity for heating.

MHHS will modernise this system, allowing suppliers and the grid to settle electricity consumption based on actual consumption data. It will contribute to a more cost-effective electricity system, encouraging more flexible use of energy and helping consumers lower their bills.

All bereavement-related enquiries should be directed to the ENGIE Customer Service Team

Please contact us on 0800 130 3600 or customer.service@energysupply.engie.co.uk and we’ll handle your request with great care.

If the original authorised contact is unavailable, another legally authorised individual (e.g. another Executor, Administrator, or company representative) we ask that you provide:

• Proof of authority:
  • Power of attorney
  • Official appointment documents
  • Letter of administration
  • Company authorisation letter (on letterhead).
  • Grant of probate
• Updated contact details

The Market-wide Half-Hourly Settlement (MHHS) programme is progressing through a phased rollout between 2025 and 2027. Suppliers and meter agents are onboarded in qualification waves; they qualify once they have demonstrated, through formal testing and assurance, that they are able to operate within the new framework.

Key Dates:

The Market-wide Half-Hourly Settlement (MHHS) programme is progressing through a phased rollout, with industry testing currently underway. This testing ensures that suppliers and meter agents have the systems and processes in place to operate within the new MHHS framework.

Here are some of the key milestones for the MHHS programme.

Once we receive the required documents:

• The account will be placed on hold for 30 days to allow time for arrangements (for sole traders or individuals in unregistered entities).
• The company may continue to operate as normal (for registered companies).
• Our customer service Team will confirm receipt and provide further instructions.

If you have legal authority, you may then be asked to complete a Change of Tenancy using our online form (Moving In or Out | Building low-carbon energy systems of tomorrow )

Market Wide Half Hourly Settlement (MHHS) is a major industry initiative to transform the way the electricity market operates. Under MHHS, all electricity customers will have their electricity consumption settled every half hour.

Market-wide Half-Hourly Settlement (MHHS) is a key enabler of the flexibility to support the transition to Net Zero. It will encourage more flexible use of energy and help consumers lower their bills.

MHHS will see a significant move forward in how electricity is used and accounted for and will introduce a faster, more accurate settlement process, introducing site specific reconciliation using half-hourly consumption data for all.

To process the case as easily as possible, we ask that you provide:

• Details of the deceased including their account details​
• An up-to-date meter reading if possible​
• A copy of the Death Certificate / Declaration of Presumed Death​
• Executor’s full name and details

ENGIE electricity consumers do not have to do anything to move to MHHS, this transition will be handled by ENGIE. A small number of customers may need to agree a site supply capacity with their Distribution Network Operator after the transition. If you are one of these customers, we will be in contact to explain what you need to do.

You can inform us about a bereavement via one of the following channels:

• Please call us on 0800 130 3600
• Email us at customer.service@energysupply.engie.co.uk

The notification must be made by an authorised individual, such as:

• A relative of the deceased
• The appointed Executor or Administrator of the estate
• A legal representative acting on behalf of the estate
• A surviving director or shareholder (in the case of a registered business entity)

When you contact us, we ask that you make your relationship to the deceased clear. Once you contact us, ENGIE will place the account on hold for a period of 30 days (for sole traders or individuals in unregistered entities) to prevent unnecessary distress. However, no formal action will be taken until ENGIE receives one of the following:

• A Death Certificate, or
• A Declaration of Presumed Death issued by a court
• If you can’t provide either of these within the 30 days then please let us know why this is the case, so we can work with you on the next steps required.

YES. At Engie, we understand that losing a loved one is an incredibly difficult time. We’re here to support you with sensitivity and care as you navigate any account-related matters.

To help make things easier, we’ve created a dedicated Bereavement FAQs page where you’ll find clear guidance on what to do, what information we may need, and how we can assist you every step of the way.

Please visit our Bereavement FAQs page here: ENGIE Bereavement FAQs

Yes. A Change of Tenancy may be processed if:

• The death has been validated through appropriate documentation
• The requesting party has legal authority to act
• The new party agrees to accept responsibility for the energy supply and contractual obligations
• A meter reading and date of change are provided

Upon completion, the deceased’s account will be closed, and a new account will be opened in the name of the incoming party. To complete a Change of Tenancy request please visit our dedicated page (web link Moving out | Building low-carbon energy systems of tomorrow)

Yes, however, the approach to billing suspension or adjustment is contingent upon the type of customer and the nature of the account:

For sole traders or individuals in unregistered entities, the account may remain on hold beyond the initial 30-day period if probate or estate administration is ongoing. An extension must be requested in advance and will be assessed in accordance with ENGIE’s Delegated Limits of Authority.

For registered companies, if there are surviving directors or shareholders, the business is expected to continue operating. In such cases, billing may resume once a new authorised contact is appointed, unless an extension is formally requested and approved.