Leaving GNE

We hate goodbyes, but if you want to leave GNE, all you need to do is sign up with another supplier.  

If you’re moving out of your home, you can take GNE with you. Just let us know that you’re moving home in your GNE account 

Do I need to do anything before switching away? 

Before you leave us, it’s a good idea to check that your account is not in debt and you have not got any exit fees to pay. You can see if you’re entitled to pay exit fees by logging into your GNE account and clicking My tariff.  

When will I get my final bill? 

Your new supplier is responsible for handling your switch. To get your final bill, here’s a general timeline to give you an idea of what needs to happen 

  1. You start a switch to a new energy supplier 
  2. You’ll have a 14-day cooling-off period. During this time, you can come back to GNE without paying exit fees to your new supplier.  
  3. After your cooling-off period, your new supplier will let us know you wish to switch to them and take over your supply 
  4. Your new supplier will ask you for an opening meter reading a few days before your switch date 
  5. They’ll send your opening meter readings to be validated by an independent regulator. This can sometimes take up to four weeks. 
  6. Once these readings have been validated, we’ll use them as closing meter readings. 
  7. We’ll then generate your final bill using your meter readings. If you haven’t received your final bill from us, speak to your new supplier first to make sure your readings have been sent. 

Please do not cancel your Direct Debit during this time. As if you’ve got a debt balance with us, you’ll need to pay it before you leave. If you’re in credit, we’ll automatically refund the money within two weeks of you receiving your bill 

There are two reasons we may have calculated your final bill using estimated readings: 

  • You did not send your opening meter readings to your new supplier 
  • You sent opening readings to your new supplier, but these were rejected by the meter validation company as they did not fall in line with your past usage 

In both cases, the independent validation company would have sent estimated readings to your new supplier to open your account, and to us, so we can close your account. This makes sure you never pay twice for the same energy.  

Estimated readings are calculated using the historical energy use at that property. The more meter readings submitted the more accurate the estimate will be. But if you do not agree with the estimated readings used on your final bill, speak to us or your new supplier. We can start a dispute process to try and get your readings changed.  

If you’ve been paying by Direct Debit, we’ll automatically refund any credit into your bank account within two weeks of receiving your final bill from us.

If there is a debt balance on your final bill, we will collect your final payment within two weeks of you receiving the bill. Please do not cancel your Direct Debit until after we collect the final payment.  

We may have blocked your switch away because:  

  • There is an outstanding balance on your account
  • You’re breaking the terms of your contract 
  • You’ve been accidentally switched, called an Erroneous transfer
  • You've got ‘related’ meters, which have two or more meter point administration numbers (MPANs), and your new supplier hasn't tried to switch both at the same time 

If we do raise an objection, we’ll contact you as soon as possible and explain why we’ve blocked your switch and how you can resolve the matter.