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Frequently Asked Questions

  • I am on a fixed tariff, why do you take my payments in advance?

    We ask customers to pay in advance for their energy because we pay in advance for their energy. To offer customers a fixed price for a year or longer, we buy or secure the majority of the energy they tell us they’ll need for the length of their contract in advance before they’ve used it. We then charge customers an equal amount each month. This means over the full contract in some months customers will use more energy than they’ve paid for and in other months they will use less; therefore, this should balance out over the contract term. We believe this helps customers with budgeting because it should prevent customers receiving higher bills in some months and lower bills in others.

     

    We use meter readings, weather information and other industry data to reassess customer accounts and payments at least twice a year. This helps us make changes to Direct Debit amounts (up or down). However, on a fixed contract the actual price customers pay for the units of energy won’t change. The Direct Debit amount will only change if customers use more or less energy than they told us.

  • How do I get a quote?

    You can get a quote quickly and easily by clicking on ‘Get a Quote’ where you can also sign up. It will take about five minutes to sign up online. Alternatively, you can contact our customer services on 0800 520 02 02 to get a quote easily.


    Please click here for further useful information

  • What are unit rate and standing charges?

    Our prices for your energy are set out in the tariff you selected and contain two charges:

    • A ‘standing charge’ – which is a fixed daily amount and;
    • A ‘unit rate’ – an amount per unit of gas or electricity you use

    If you have a fixed-price tariff then your prices will not increase for the duration of that fixed term and your welcome pack will tell you when the fixed-price term ends.


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  • I'm moving home, how can you help me?

    We know that there is a lot to think about when moving home. However when you do please let Green Network Energy know as soon as you can, ideally at least two days before you move.


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  • How often will I receive bills or statements?

    Your payments will be taken monthly, however we will send you a statement showing your usage and all payments made once every three months.


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  • How to register My Account online?
  • How do I set a new direct debit?

    If you would like to change your bank details, you can only do so by phone contacting us on 0800 520 02 02. We are available Monday to Friday from 8.00 am to 6.30pm and Saturday from 9am to 1pm.


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  • How do I set my direct debit?

    We use the data we receive about your usage – for example, the information you provide when you sign up or your meter readings to estimate how much energy you will use over a year. We then divide it into 12 equal payments and the first payment is taken on, or shortly after, the day we start supplying you.

    You know how much you’ll be paying each month and we schedule your payments based on the date of the month we started supplying you. For example, if we started to supply you on the 5th of January, your first payment would be on or shortly after the 5th and your future payments will be on or just after the 5th of every month.

     

     You know how much you’ll be paying each month and we schedule your payments based on the date of the month we started supplying you. For example, if we started to supply you on the 5th of January, your first payment would be on or shortly after the 5th and your future payments will be on or just after the 5th of every month.Please click here for further useful information

  • Why have you changed my Direct Debit payments?

    If you pay by Direct Debit, we’ll review your account at least once every six months to try and make sure that you are paying the right amount.

    We always look to divide your annual energy charges into 12 equal payments, to spread your costs equally over a full year. So, whilst your energy usage changes from month to month the amount you pay will stay the same. To do this we take your forecasted annual energy consumption and project a full year of costs based on the tariff you are on.

    As your Direct Debit payments are calculated on this forecast we review how much you have actually used at least every 6 months. If you have used more or less than we were expecting, we will adjust your payments to reflect this.

    This will prevent you from building up a large credit or debt with us, and ensure you are only paying for what you are using over the year.

    We will always let you know of any changes at least 10 working days before any changes take effect, in line with the Direct Debit guarantee.

    If you have any further questions on why we have changed your Direct Debit payments, our customer services team is available via:

    Website: Fill in our online contact form in the Contact Us section.

    Phone: Contact customer services on 0800 520 02 02. Lines are open Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00.

  • You changed my Direct Debit payments; can I change them back?

    It’s worth remembering that we review your account at least once every six months to try and make sure that you are paying the right amount.

    If we have changed your Direct Debit, we will have done so because our review indicated that the amount of energy you have used has changed from our previous calculation. Your new payments have been calculated to make sure you continue to pay the right amount for the energy used over 12 months.

    Therefore, your Direct Debit payments will need to stay at the amount we have calculated.

    If this calculation was based on estimated reads, we can review your Direct Debit payments again if you can provide us with up to date meter reads.

    If you are struggling to keep up with your Direct Debit payments, then please do get in contact. At Green Network Energy we understand that occasionally a customer may have problems paying their bill. If you are having difficulties paying your bill, then by getting in touch we can find a way to help.

    Our customer services team is available via:

    Website: Fill in our online contact form in the Contact Us section

    Phone: Contact customer services on 0800 520 02 02. Lines are open Monday to Friday 08:00 – 18:30 and Saturday 09:00 – 13:00.

  • What happens if I have a smart meter?

    Currently, if you have a smart meter installed and you switch to us, we will treat it like we would a normal meter. We will ask you for regular meter readings to keep your account up to date. You’ll be able to give us readings through the ‘My Account’ section or by calling our customer care team.


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  • I’ve given you my meter reads, what happens next?
  • How do I cancel my registration?

    In the first 14 days after you agree to switch during the ‘cooling off period’ you can change your mind; however, you will need to let us know by calling customer services.


    Please click here for further information.
  • What happens at the end of my fixed tariff ?

    Find out what happens when your tariff comes to an end here

  • How do I renew my tariff ?

    Find out what happens when your tariff comes to an end here

Didn't find the answer to your question

For queries related to cancellation within cooling off or if you want to discuss changes to your payment details, please contact us at: 0800 520 02 02, Monday to Friday, 08:00 – 18:30 and Saturday 09:00 – 13:00.

For any emergency related to a faulty or leaking meter you can refer to the emergency services information here.

Give us a call

0800 520 02 02

Customer services are available
Monday to Friday 08:00-18:30 and Saturday 09:00-13:00

Send your letters to

Po Box 73948
London - EC4P 4HQ

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Important information

The gas industry is going through a period of change during 23 May and 06 June 2017. This change affects all gas suppliers, and as a result of this, you may experience a slight delay to your switching journey.

What does this mean for me?

Don't worry - you don't need to do anything. Your energy supply will remain uninterrupted during this extended period of transition from your previous supplier to us.

What next?

If you choose to move to Green Network Energy, we will manage your switch taking into account the industry changes and the delay.

Find Out More