Better Energy customers
Your questions answered
Why has PFP Energy taken over my gas supply? - Better Energy customers
As a result of a recent commercial transaction, PFP Energy have acquired the entire Better Energy customer portfolio. From now on, all Better Energy customers will be supplied gas by PFP Energy.
Will my contract change? - Better Energy customers
Your contract will remain the same as it did when you were with Better Energy.
Will there be exit fees? - Better Energy customers
No, there will be no exit fees or termination fees.
How do I set up my account? - Better Energy customers
We will take care of the set up your account, taking the hassle away from you.
Will my terms and conditions stay the same? - Better Energy customers
Your Terms and Conditions will remain the same, from when you signed up to your tariff with Better Energy.
What do I do if there is an emergency with my energy supply?
If you suspect a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred), you should call the National Gas Emergency Service 24 hours a day on 0800 111 999 (calls are recorded and may be monitored).
I have a Smart Meter - Better Energy customers
PFP Energy are currently working on its Smart Meter programme, including enrolling and adopting first generation (SMETS1) Smart Meters as part of an industry wide programme. This activity is already underway and will continue into 2020, providing you access to any Smart functionality you may have lost previously when switching supplier. We will of course keep you updated, and in the meantime we’ll remind you to take meter reads on a monthly basis.
PFP Energy also starts to roll out its own SMETS2 Smart Meters to customers during 2020.
I started transferring to a different supplier, will my transfer still go ahead?
It will depend on how far your transfer has progressed. If your transfer has gone through, you’ll hear from your new supplier.
Will I lose any credit on my previous account? - Better Energy customers
We will ensure your previous credit balance is brought over to your new account. You should be sent a final bill from Better Energy which will confirm your up-to-date balance, this will be transferred to us so we can ensure your credit balance is protected.
What happens to any outstanding payments/debt with my previous supplier? - Better Energy customers
If you are currently in arrears with Better Energy, this balance will be transferred over to your PFP Energy account. Any payment for outstanding charges should now be directed to us, if you wish to discuss this in further, please contact us using the details below.
Telephone: 01772 395747
Better Energy customers - I’ve already escalated my complaint to Ombudsman Services, Energy/EHU or Citizens Advice – what happens now?
If you currently have an open complaint with any third party in relation to Better Energy, they should be in contact with you shortly. If they have not been in contact with you yet, we are happy to advise, just get in contact with us to discuss further.
I have recently received a bill but haven’t paid it yet? - Better Energy customers
If you recently received a bill from Better Energy but you haven’t paid it yet, we’ll send you an updated bill in the next few weeks including any outstanding balance. This will include your ways to pay.
I’ve already made a complaint to my previous supplier, what happens now? - Better Energy customers
Unfortunately, if you have an open complaint with Better Energy, we will not be able to proceed with your complaint. If you have a complaint and it is not related to your previous supplier, you will have to raise this matter with us again and we will do our best to get it resolved.
Will I be paying more? - Better Energy customers
The price you pay per unit for your gas and your daily standing charge will either remain the same or be lowered – we will confirm in your welcome pack your tariff charges.
Shall I take a meter read? - Better Energy customers
To ensure your balance is up-to-date, please contact us to provide your current gas meter read, either email firstname.lastname@example.org or ring 01772 395770.
Do I need to change/switch my Direct Debit? - Better Energy customers
We’ll take care of your Direct Debit, there is nothing you need to change: Your current payment amount and the date your Direct Debit goes out will remain the same. However, your bank reference will change to PFP Energy Ltd (this may show as PSL re. PFP B2B) from 9th February 2020. Until then payments will still show as Better Energy.
When will my Direct Debit be taken? - Better Energy customers
We’ll take care of your Direct Debit, there is nothing you need to change: Your current payment amount and the date your Direct Debit goes out will remain the same. However, your bank reference will change to PFP Energy Ltd in the New Year.
I pay receipt of bill, do I need to change the way I pay? - Better Energy customers
You will still pay your bills as we send them to you. If you recently received a bill from Better Energy but you haven’t paid it yet, we’ll send you an updated bill in the next few weeks including any outstanding balance. This will include your ways to pay.
Bulk transfer of Direct Debits - Better Energy customers
As part of the change across from Better Energy to PFP Energy, PFP Energy will carry out a bulk transfer of Direct Debits from Better Energy. You will receive a letter/e-mail confirming the change of company name and service user number (SUN) prior to this change. The good news is that you do not need to take any action to continue receiving the benefits of Direct Debit. The only change you will notice is the name of the payment which will be PFP Energy Ltd (this may show as PSL re. PFP B2B) from 9th February 2020. Until then payments will still show as Better Energy. When the bulk transfer is completed, your Direct Debit with Better Energy will be automatically cancelled.
The bulk transfer of Direct Debits is a lawful process, allowing the merchant name, reference and service user number (SUN) on a mandate to be changed, as long as: Customers are notified of the change (although they don’t need to take any action), and other parties agree such as PFP Energy, Better Energy and the relevant bank.