Frequently asked questions

Warm Home Discount

About Bristol Energy

Managing your account

Becoming a customer

Warm Home Discount

You will be eligible if, on 10 July 2016:

• you got your electricity from a participating energy supplier

• your name or your partner’s name appeared on your electricity bill

• you were getting the Guarantee Credit element of Pension Credit

For any enquiries about your eligibility please contact the DWP Warm Home Discount helpline on 0345 603 9439 from 8.30am to 4.30pm Monday to Friday, or check out this eligibility criteria.

This will be shown on your electricity bill as a Warm Home Discount of £133.33. With VAT this will mean an overall £140 towards your electricity costs.

If you pay your electricity costs by pre-payment meter, your electricity supplier* will let you know how you will get your discount. Discounts will be applied before the end of April 2017. 

The Warm Home Discount will not affect any Winter Fuel Payment or Cold Weather Payments you may get.

Please have your electricity bill or statement with you. You will need to read out the bill payerʼs name and account number on the electricity bill or statement. If you have changed address since 10 July 2016, please let the Warm Home Discount Scheme Helpline know, so DWP can ensure the discount is applied correctly to all who qualify.

About Bristol Energy

We'd be delighted to supply council tenants with electricity, gas or dual fuel. As long as you are the bill payer, you can switch easily to Bristol Energy.

Get a quote and find out how much you can save. 

We source our power from a wide range of sources and currently our fuel mix is grid average. Moving forward our focus is on energy from clean, renewable sources to ensure that our environment is safeguarded for future generations. We intend to increase our renewable energy over time, while still ensuring we can achieve our social and economic objectives. We offer a 100% green tariff called My Green Plus, which is currently available in the South West regions, and we hope to make the tariff available across the whole of the UK in the near future.

Yes. We're pleased to offer the Warm Home Discount. Click here to find out more.

If you are interested in working for us check out our vacancies at ‘Join our team’.

We will consider your CV for any appropriate roles that come up if you send them to joinourteam@bristol-energy.co.uk

Bristol Energy is owned by Bristol City Council and we will generate an income that will go back into the city. We will champion renewable energy projects in the community and ensure fair prices for those who spend more than they can afford on fuel bills.

Profits from Bristol Energy will be reinvested into Bristol, and likely to include local sustainable energy projects and council service priorities.

Anyone in Great Britain can become a customer and help Bristol Energy achieve our social objectives. 

A Municipal Energy Initiative is an energy project that is being run by a local authority, in this case Bristol City Council. In Bristol the company is a key legacy from its year as European Green Capital.

Whilst we will not seek to directly purchase electricity from nuclear generators, the electricity supply of the UK does include generation from nuclear sources. Currently our fuel mix is grid average and this will include nuclear power in the mix.

We aren't currently offering the Feed-In Tariff scheme but this will be something we are looking to offer in the future.

Managing your account

You can manage your electricity and gas bills, meter reads and much more in our secure customer portal. You can access your account here

Prepayment customers won’t be billed monthly, however you will receive an annual statement summarising your yearly usage.

Find out more about our services for prepayment customers.  

Your tariff information includes information on your unit rate, any standing charges and if you have an exit fee. This will help show how your bill is calculated. We buy electricity and gas on the wholesale markets and will always pass on any drop in prices to our customers.

For further information on understanding your bill please click here

 

Your payment method will determine when you receive your electricity and gas bills, or a statement of your account if you are paying by monthly Direct Debit.

Yes, we offer a discount for paperless billing and details of this is included within our tariffs when you obtain a quote from us.

If you need help with managing your payments or some energy saving advice talk to our specialist Bristol based team.

By email:

General enquiries hello@bristol-energy.co.uk
Customer queries customercare@bristol-energy.co.uk

By phone:

You can call us free on 0808 281 2222

We are currently available Monday to Friday from 9am to 5pm.

Write to us at:

Bristol Energy & Technology Services (Supply) Limited

1 Temple Quay, Temple Back East, Bristol BS1 6DZ

If you have an emergency with your gas or electricity supply, for example you can smell gas, visit our emergency numbers contacts.

You can use the emergency credit which is £5, and can re-pay this when you next top up. 

Emergency credit is there to support you when you can’t access a local PayPoint or Payzone, if your meter runs out in the middle of the night, or you can’t leave your home for any reason, and should be used as a last resort. Please also call or email the customer care team, so we can talk to you about your situation, and make sure you have the energy you need. 

The supply point number given is used to help energy companies complete the switching process and for the companies that distribute your electricity or gas (local network operators) to identify you.

For electricity this is called a Meter Point Adminstration Number (MPAN) or for gas a Meter Point Reference Number (MPRN).

The first number on the bottom line identifies which network distribution supply region you are in - this is also stated on your bill under the emergency numbers.

Your supply point number is in the top right-hand side of your bill, under emergency contacts

Lowri Beck are a UK independent business support services company providing metering solutions, and are independently owned and Ofgem approved. We use Lowri Beck to collect meter reads from customers twice a year. This may be in addition to the meter reads customers submit directly. Find out more about the service they provide and why they might contact you as a customer.

Becoming a customer

Yes, you can opt for Direct Debit when you sign up or change to this method at any time.

Yes, we will be offering gas and electricty supply services to business customers across the UK from Spring 2016. You can register your interest in becoming a Bristol Energy business customer here

You can choose to be dual fuel (electricity and gas) or just electricity or gas, depending on what suits you.

Smart meters are a device in your home that use mobile phone networks to send automatic readings to your supplier. All homes will eventually have them. Bristol Energy is currently trialling smart meters with a limited number of domestic customers, you can register your interest here

You can keep your smart meter if you already have one but we’ll require manual meter reads in the meantime.

By becoming a Bristol Energy customer, you can help make a positive change to the energy sector. It’s very simple. Get a quote from us, either online ‘Get a quote’ or phone us free on 0808 281 2222. Choose your tariff and method of payment and confirm your switch to us. We’ll handle the rest.

It will normally take up to three weeks to switch from the date you sign up to Bristol Energy. This includes your 14 day ‘cooling-off’ period.

Yes, we are currently offering a tariff for prepayment customers. You can sign up as an electricity customer from anywhere in the UK, and as a gas customer in Bristol and the surrounding area. We are currently not taking on any gas only customers at this time.

Please call us free on 0808 281 2222 between 9am and 5pm Monday to Friday to find out what region you sit in or email us at customercare@bristol-energy.co.uk
Find out more about our services for prepayment customers.  

If you have an outstanding bill you are still able to switch to us. You will be sent a final bill from your current supplier. If you are on a prepayment meter with an outstanding bill of up to £500 then we'll consider how you will be able to pay this bill to us, as part of your outstanding payments.

 

Bristol Energy is an electricity and gas supplier that is built on fairness and equality. We believe that everyone should benefit from fair and transparent tariffs, great customer service and the reinvesting of the money we make back into local communities. We’ll support new technology to help you use less fuel and will invest in low-carbon innovations to support local renewable energy projects.

We will need a reading from you when it is near your switch date. Once you are a customer you can submit monthly readings online to help keep your bills accurate.

Yes, you can pay your Bristol Energy bill in Bristol Pounds. Find out more information about paying with Bristol Pounds