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

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.

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.

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.

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.

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.

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.

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.

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.