Frequently Asked Questions

• How can I find out what my current prices are?
• How long does it take to transfer my account from one supplier to another?
• What is the Climate Change Levy?
• What is the MPAN?
• What is the MPR?
• What is the MSN number?
• What information do you need when I move premises?
• What should I do if I think my bill is incorrect?
• Why have my energy costs gone up?

How can I find out what my current prices are?

Current prices should be listed on your bill. If you cannot find the information easily, contact your account manager or supplier and they will provide you with the necessary information.

How long does it take to transfer my account from one supplier to another?

It can take between 6-8 weeks to transfer your account. Once the switch has been completed, you will be notified by letter from your new supplier with all the necessary information you need.

A detailed explanation of the process can be found at www.energywatch.org.uk/ctp/index.asp

What is the Climate Change Levy?

The Climate Change Levy is a charge applied to your Electricity and Gas bills by the Government. This was introduced to help achieve the UK's target of 20% carbon emissions reduction by 2010. Businesses charged 5% VAT are not subject to this levy, but business that pay the higher VAT rate of 17.5% usually are. There are alternatives which can help you avoid this levy. Contact us to find out more.

What is the MPAN?

The MPAN stands for Meter Point Administration Number. This is a 21-digit number identifying your electricity supply and is shown on your electricity bill.

What is the MPR?

The MPR number stands for Meter Point Reference number. This is a 10-digit number identifying your gas supply and is shown on your gas bill.

What is the MSN number?

The MSN number is the Meter Serial Number. This is shown on both your meter and your bill. It is important that these numbers match; if they do not, contact your account manager or supplier.

What information do you need when I move premises?

Contact your supplier when you know you will be moving. You need to provide them with a forwarding address, a final meter reading and who will take over the premise, if you know.

What should I do if I think my bill is incorrect?

If you think that your bill is incorrect the first thing to check is whether it was based on an estimated meter reading? If this is the case you should inform your provider or account manager with an accurate reading. They will either change your existing bill and re-invoice you or credit your next bill to reflect any changes.

Why have my energy costs gone up?

Sometimes your energy consumption will have had an unexpected rise, firstly check if there are any activities you have undertaken which might cause this? You might have new equipment, additional staff or an extreme change in weather.

Monitoring your meter over a period of seven days may provide some clues. This will this show how much energy you're consuming each day and could indicate if your meter is faulty.

As a precaution compare the Meter Serial Number (MSN) on the front of your meter and compare this number with the MSN listed on your bill. If these numbers differ, contact your account manager.