Key contractual terms

We've put together this guide to help you get to know the main terms in your contract for the supply of electricity or gas (or both) by us to you and the collection of Green Deal charges (where applicable).  To get an up-to-date copy of the full standard terms and conditions please refer to or call our Customer Services Team to request a copy on 0800 073 3000 (free from most landlines) or 0330 100 3000 (included in most 'inclusive minutes' from mobiles).

If you have signed up to one of our non standard products such as a fixed term contract you will also receive a “Tariff Guide” relating to that product which will set out the additional key contractual terms for that product.

Charges for supply

The charges for your supply of gas or electricity are set out in this letter/annual summary/bill (as applicable). They will differ depending on your location, your method of payment and whether or not you take your mains electricity or gas (or both) from us, and will be variable or fixed depending upon the terms and conditions of your contract/tariff.

You will be required to pay a daily standing charge which applies no matter how much energy you use.

We are permitted to change the terms of your contract in certain circumstances but if the change is to your disadvantage we must give you at least 30 days prior notice of that change.

If you agree to pay your energy charges by Direct Debit but that arrangement fails to operate or you don't comply with your obligations relating to the payment method, for example, if you cancel your Direct Debit or your Direct Debit fails, we may transfer you to the non-Direct Debit version of your tariff (where your tariff has beneficial rates or charges) and will give you notice of any change to the terms of this agreement.  If your tariff does not have a non-Direct Debit version we will transfer you to the non-Direct Debit version of our standard tariff.  In either of these cases your monthly payments may not be enough to pay for your usage and then there may be an outstanding balance due for payment immediately.

Credit Checking

We will search the files of credit-reference agencies, and (where relevant) gather information from fraud-prevention agencies and, using information we already hold about you, we will use this to help us assess your ability to pay our bills and to help us make decisions about the most appropriate payment methods, products and services we can offer you. As such your personal information will be shared with credit reference agencies (which may include your payment history and any payments you have failed to make) and may then be used by other organisations that access their files.  Missing or late payments which have not been formally agreed may result in your credit score being affected and may therefore affect your ability to obtain credit from other lenders.  If you fail to pay we may register a default against your credit file and if we enter into a formal payment arrangement with you that may also be registered against your credit file both of which may affect your ability to obtain credit from other lenders.

How we use your personal information

We will use the information you have provided or we have obtained from legitimate sources to do the following (this is not an exhaustive list): help us indentify you, help us set up and manage you account (including supplying services to you), help prevent fraud and loss, carry out statistical analysis.

We may share information with agents acting on our behalf and with relevant industry organisations for agreed industry processes.  If required we may share it with organisations like Ofgem or as part of a governmental data sharing initiative.  We may record information about your health or any disabilities you may have (your sensitive data) to see if you are eligible to sign up to the priority services register or to see if there are any additional services we can offer, or we may share information with organisations like social services or medical agencies if you are in danger of being cut off and we believe you may need extra help.

We or our agents may send information outside of the European Economic Area (EEA) but your data will continue to be governed in line with your terms and conditions and the legal protection provided by our agreements and any relevant laws.

For the full details on the above please see the section on Using your personal information in your enclosed Terms and Conditions or at (as applicable).

If you have a smart meter we will only use your consumption data at the level (monthly, daily or half hourly) and for the purposes you have consented to save where we are permitted to use your data for billing and regulatory purposes, or to resolve a query or a complaint or if we think your meter has been damaged or compromised in some way.  You are required to provide certain information to us to ensure that people moving into a property after you do not gain access to your data.  For the full details please see the section on Use of Smart energy data in the section on Smart Meters in your enclosed Terms and Conditions or at (as applicable).

If you have signed up to a Green Deal plan we will use your information to carry out initial validation and verification checks and your information will be included in a central charge database which may be shared with other organisations who are entitled to have access to it for agreed industry processes.  We will also use your information to collect your green deal charges.   For the full details please see the section on Using your personal information in the section on Green Deal in your enclosed Terms and Conditions or at (as applicable).

You have certain rights in relation to your data including asking to see the personal data we hold about you – for the full details please see the section on Your rights in the section on Using your personal information in your enclosed Terms and Conditions or at (as applicable).

Green Deal charges

Where there have been energy efficiency improvements to the property you live in under a Green Deal plan, then Green Deal charges are payable in addition to your electricity charges and appear as a separate item in this letter/annual statement/bill (as applicable) and in your Green Deal annual summary. The charges are collected by us on behalf of the Green Deal provider who carried out the improvements to your property. If you are the bill payer (or the owner if the property is empty) you are legally responsible for paying Green Deal charges for any improvements that have been made to the property under a Green Deal plan. You must pay your Green Deal charges in the same way as you pay for your electricity charges. For the full details please see the section on Green Deal in

Duration of the contract

Your contract(s) with us will continue until either:

a) Your gas or electricity contract (or both) are ended by us after a 28 day period of notice which may be given at any time, or

b) You move house provided you give us at least 2 working days' prior notice otherwise you may continue to be liable for the supply to the premises. You may be charged an early exit fee if you are on a fixed term contract, or

c) You change supplier.  You may be charged an early exit fee if you are on a fixed term contract.

You can change your energy supplier at any time but you may have to pay any outstanding balance for the energy you have used and/or any outstanding Green Deal charges (where applicable) before you can switch.

Exit fees

Some of our non standard products may have an early exit fee (if this applies to your product the fee will be set out in the associated Tariff Guide). If you switch in response to a price increase or any other change to the terms of your contract that is to your disadvantage, or a notice of the end of the fixed term period of your contract, you would not have to pay an exit fee.

Security Deposits

We may need to ask you to pay a security deposit in certain circumstances before or during our supply of electricity or gas (or both) to you. We can include any Green Deal charges in our calculations of any security deposit we may ask you to pay. Supplemental terms and conditions will apply to any security deposit we ask for.  These will be provided to you when we ask for the deposit.