Frequently Asked Questions

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

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

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

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. 

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 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.

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

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

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.

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.

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

Bristol Energy is currently installing smart meters for a limited number of domestic customers this year, with the aim to start a full rollout from Spring 2018. You can register your interest here.

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.

You can keep your smart meter if you already have one but we may require you to take manual meter reads. As a general rule, you should be able to retain your smart functionality (including automatic meter reads) if your meters are manufactured by Secure – they will have this logo: 

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.

 

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

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.  

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

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

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.

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.

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.

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

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.  

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. 

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.

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.

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

If you have any queries which are not covered, please don't hesitate to contact us. You can contact us using the following methods:

By email: contact us

By phone: You can call us free on 0808 281 2222. We are 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.

You can change your Direct Debit amount at any time by ringing our customer care team free on 0808 281 2222. They will review the amount you are paying with us to make sure you are not building up too much credit or at risk of becoming in debt to us.

If you provide regular and accurate meter reads this should be reflected in your bills. As long as we receive the reads ahead of your billing date they should be included.

To discuss getting the reads included in your next bill please contact our customer care team free on 0808 281 2222.

If you are a landlord and pay the energy bills, and will continue to do so, we do not need to be notified of a change of tenancy. If your tenants pay the bills and their names are in the contract with us we need them to tell us at least five working days before moving and to provide final meter reads.

If your bill isn’t what you were expecting please tell us here. Alternatively you can ring our customer care team free on 0808 281 2222 or email us here.

To make you move run smoothly we’d appreciate notice at least five days in advance of your moving date. Don’t forget to take meter readings on the day you move out for your final bills.

To change your password all you need to do is go to ‘my account’ and change your password details here. You can also do this when you login. If you have forgotten your password, you will be asked to make a new password.

If you wish to review or change your tariff please call our customer care team free on 0808 281 2222 and they will find the best option for you.

If you are moving house please let us know at least five days in advance. You can do this by calling our customer care team free on 0808 281 2222 or send an email to us and we'll be happy to help. 

You can request for your bills to go to a different address than the property we are supplying. To do this please ring our customer care team free on 0808 281 2222 or email us here.

To qualify for a paperless billing discount of £12 per year, please ring our customer care team free on 0808 281 2222. You’ll need an email address to do qualify for this. 

If you’ve had ongoing problems please call our customer care team free on 0808 281 2222. It may be that you’ve been trying to use a different email address to the one that you registered with us when you joined. They can sort this out for you to make it easier next time.

You should have received a letter from us if we’ve reviewed your Direct Debit amount. If you have not seen this please call our customer care team free on 0808 281 2222. Occasionally we review accounts to ensure that you are not building up too much credit or debt and change payments accordingly. 

You can call us free on 0808 281 2222 to cancel your Direct Debit but please be aware that your bills may be higher if you use a different payment method. You are also able to do this directly with your bank but we would prefer that you ring us first.