Frequently Asked Questions

Yes - since May 2019 we’ve been exclusively installing 2nd generation 'SMETS2' smart meters, and we’ll be offering them to all of our customers by the end of 2020. Find out more about smart meters.

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 offer our Prepayment (PAYG) Standard Variable Tariff, which is reviewed and updated regularly as wholesale energy prices change. We are committed to making sure customers on prepayment meters aren’t trapped on expensive tariffs – and don’t pay any hidden costs. Please speak to our Sales and Renewals Team to find out how much you will pay.

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 easily submit readings online or via our app to help keep your bills accurate, ideally every month.

Get a quote online now, phone us for free on 0808 1894072 (Mon-Fri 8am-5.30pm), or drop us a line at salesandrenewals@bristol-energy.co.uk. 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. By joining us you’re helping Bristol to tackle social and environmental challenges such as fuel poverty and climate change. So far, we have put back £12,000,000 of social value in to our founding city. We’ll support new technology to help you use less fuel and will invest in low-carbon innovations to support local renewable energy projects.

Here at Bristol Energy we believe that the environment is a social cause as it affects all of our health and well-being. Improving the environment we live in contributes to a greener, cleaner, and healthier life for everyone.

If you sign up to the BE Super Green tariff, Bristol Energy will contribute £20 (£10 if we only supply you with gas, or electricity) towards local social and environmental initiatives such as more tree planting and other renewable energy projects.

For every tonne of carbon emitted through your consumption of gas, we purchase a carbon offset certificate from verified emission reduction schemes, these could be planting trees or supporting projects that reduce carbon use elsewhere. The carbon offsets we purchase contribute towards global low carbon projects and we match your gas usage with these.

For the BE Simply Green product we buy Renewable Energy Guarantees of Origin (REGO) certificates that match the electricity you use to renewable power that exists on the grid.

For the BE Super Green product we source the electricity directly from renewable generators around the country through Power Purchase Agreements (PPAs), so we know exactly where your energy is coming from. This is the best way to buy energy and helps invest in more green energy for the future.

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.

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. We're working towards 100% renewable electricity and the nuclear component of our fuel mix is well below the national average.

Our overall fuel mix for 2018/19 was 79% green, significantly higher than the UK grid average of 32.8%. With a growing mix of direct power purchase agreements; local renewable generators across wind, solar, hydro and bio, green energy certificates and lower carbon solutions we will commit to only offer green tariffs which benefit the environment and our communities.

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.

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.

We’ll let you know when we start installing smart meters in your area, and someone from one of our meter installation partners will get in touch to book an appointment. We’ll let you know in advance who will contact you and you can opt-out of the process at any point.

We ask for someone over 18 to be present for the installation of your new meter, which should take 60-90 minutes.

The work requires an interruption to your gas and electricity supply so we recommend turning off your appliances before the visit (and remembering to switch them back on afterwards).

COVID-19 practices

When you’re having your smart meter fitted, these are the practices our partner, SMS, has put in place to support your safety and theirs.

About the appointment:

SMS will be in touch before your smart meter installation appointment to talk you through the process they will follow to ensure everyone stays safe. You’ll also then be contacted on the day of the appointment to ensure no one in your household is displaying any symptoms. If there is anyone in your household who is isolating or is showing any signs of symptoms, the appointment will need to be rearranged.

Arrangements can be made in advance of the appointment with vulnerable customers to avoid face to face contact, for example when answering the door.

About our partner engineers:

All SMS engineers have passed specific Covid training and will be wearing PPE (visor, gloves and goggles). They’ll also use hand sanitiser and disinfectant wipes before entering your property and leaving, as well as appropriately during their visit. The engineer won’t eat or drink whilst in your property and will maintain a two metre distance at all times, so we ask you please to respect this. Where space is limited, we’ll ask you to move into a different room to allow the engineer to complete their work. If the engineer feels that the situation is of too significant a risk to themselves and to you and your household, they may look to reschedule the appointment. All their equipment will also be regularly checked and maintained.

You can support us in the following ways:

  • Please ensure there are no unnecessary items around the meter site (e.g. coats or bags etc).
  • Please leave doors open between rooms that the engineer will need to access (i.e. meter location, any gas appliances that need to be checked, any connected fuse boxes).
  • As mentioned above, please ensure you’re not within two metres of the engineer whilst they are working.
  • Please don’t offer any food or beverages during the visit as these can’t be accepted.
  • Please ensure the engineer is updated if circumstances change before the visit, and a member of household begins to show suspected Covid symptoms.

A few days after your smart meter installation, we’ll get back in touch with you to make sure that everything went OK, and to answer any questions you may have.

Find out more about how we're supporting customers and staff during the Covid crisis.

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.

You can use Meter Point Administration’s online service Find My Supplier to find details of your gas supplier. They can also provide your Meter Point Reference Number (MPRN).

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, please contact our Bristol based team, or see our helpful guide to using less energy.

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.

Find out more detailed information on understanding your bill.

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. You can also download our Be Connected app to see detailed energy consumption data and be in control of your account anytime, anywhere.

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 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 us.

If your bill isn’t what you were expecting please contact our customer care team.

If you are moving home, please let us know at least 5 days in advance. You can do this by sending an email, or calling our Home Movers team free on 0808 281 2222 and we'll be happy to help.

Don’t forget to take meter readings on the day you move out for your final bills.

You can request for your bills to go to a different address than the property we are supplying. To do this please contact us.

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, we've found that's a common cause of log-in issues. If you have ongoing problems logging in please contact us and our Customer Care team will be happy to help.

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.

Yes. We will write to you 49 days before the end of your fixed tariff and you will be able to choose a new energy tariff online.

If you'd like to discuss changing your tariff at another time, please contact our Customer Care team.

To request a paperless billing discount of £12 per year, please contact our Customer Care Team. You’ll need an email address to qualify for this.