Better Energy customers
Your questions answered
Will there be exit fees? - Better Energy customers
No, if you’re currently on a fixed rate deal or standard variable tariff, there will be no exit fees.
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? - Better Energy customers
It will depend on how far your transfer has progressed. If your transfer has gone through, you’ll hear from your new supplier.
I’m currently listed on the Priority Services Register. Will I remain on the register when I transfer to PFP Energy?
We seek to ensure all information is accurate and up-to-date, including the Priority Services Register.
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.
How do I contact you?
You can contact us by emailing email@example.com. You can also speak to our web chat team or call us on 01772 395777.
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.
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 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 further, please contact us using the details below.
Telephone: 01772 395774
Freephone: 0800 0323647
Do I need to change/switch my Direct Debit? - Better Energy customers
If you’re a Direct Debit customer, you can sit back and relax, you don’t need to cancel your Direct Debit. Your current payment amount, date your direct debit goes out and the instructions to your bank will remain the same. The only change you will notice is the name of the payment which will be PFP Energy Ltd from 9th February 2020. Until then payments will still show as Better Energy.
I pay by Receipt of bill, do I need to change the way I pay? - Better Energy customers
There’s nothing you need to do right now, you can pay in the exact same way as before, your tariff will remain the same and you will be free to pay your bills as we send them.
Will I need a new prepayment card? - Better Energy customers
Yes, we will send you a new card to top up your meter. Please ensure that any remaining credit on the old card is placed on the meter before inserting your new card. Your tariff rates will remain the same.
I pay by prepayment, how can I top-up?
What will happen to my prepayment credit? - Better Energy customers
Any credit on your meter will remain. Please make sure to load any credit from your old card on to your meter before inserting the new card.
I have debt on my prepayment meter, what will happen to my debt? - Better Energy customers
If you are in debt with Better Energy on your prepayment meter your debt will carry over and continue to appear as before. This may take a few top ups to appear. Your debt recovery rate will remain the same.
Will my Terms & Conditions stay the same? - Better Energy customers
Your Terms & Conditions will remain the same, from when you signed up to your tariff with Better Energy. You can view your domestic Terms & Conditions here.
Will my tariff change? - Better Energy customers
The name of your tariff will change, however, the terms of your tariff will remain the same – including tariff prices, which in some circumstances may even reduce. After you’ve been set up you’ll be free to choose another tariff with no exit fees, we’ll let you know which of our tariffs you might save money on.
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.
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.
If you would like to benefit from using our new online ‘My Account’ portal, you’ll need your account number which can be found in your welcome pack. Simply visit https://pfpenergy.co.uk/account-login/ to get set up.
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 395777.
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 Energy Ltd) 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.
I haven’t had a final bill from Better Energy
We know that it’s important to get your account up and running as soon as possible which is why we’re in continuous contact with Better Energy to get your final read information passed over during this transition period. Once this has been done, you will be provided with a final bill from Better Energy as they will be issuing this to you. Once we receive your final bill from Better Energy we will be able to send you an accurate bill with PFP Energy.
I haven’t been billed in a while – Better Energy
We are continuing to work hard to finalise your transition from Better Energy to PFP Energy and provide you with accurate bills. We are currently awaiting information regarding your final balance from Better Energy as they will be issuing this to you. Once we receive your final bill from Better Energy we will be able to send you an accurate bill with PFP Energy.
I haven’t had an opening bill from PFP Energy – Better Energy
We are working hard to provide your opening PFP Energy bill but are still awaiting information regarding your final balance from Better Energy to do so. We assure you that every measure is being taken to obtain this information as quickly as possible.
I haven’t had an opening bill from PFP Energy – Better Energy
We are currently awaiting information regarding your final balance from Better Energy to be able to provide you with your account credit / debit balance. To make sure you stay on track with your payments, some receipt of bill customers have already been issued with their first PFP Energy bill. Once we receive your final balance information from Better Energy, any credit / debit balance will be confirmed.