Electricity Suppliers

What to know first

Here are the most important things to understand before you compare a tariff, contact a supplier or make a change at home.

Could switching help you?

A comparison can be useful when a fixed deal is ending, when you are on a standard variable tariff, or when your household needs have changed. It may also be worth comparing if you want a tariff designed for overnight use, an electric vehicle, a heat pump or exported solar electricity.

Headline rates do not tell the whole story. Your postcode, meter type, payment method, estimated annual use, existing debt and any exit fee can all affect the result. Only an account-specific comparison using current supplier terms can show what is available, and any linked home technology still needs a property-specific assessment to confirm design, performance, permissions or suitability.

Introduction

Electricity powers lighting, heating controls, communications, appliances and an increasing share of transport and home heating. The service feels simple at the socket, but your bill sits at the end of a chain involving generators, the national system operator, transmission owners, local network companies, meter services, suppliers and regulators.

Understanding that chain makes everyday decisions easier. It helps you work out who to contact during a power cut, why a supplier can change while the wires stay the same, which parts of a bill you can compare, and what protection applies when something goes wrong.

Most of this guide covers the electricity market in Great Britain - England, Scotland and Wales. Ofgem regulates licensed suppliers there. Northern Ireland has a separate electricity market, regulator and complaint route, so a rule described as applying in Great Britain should not be assumed to apply in Northern Ireland.

This is general consumer information. It is not a personalised tariff recommendation, an electrical inspection or a property-specific design. A supplier can confirm its own tariff terms. Qualified installers, electricians, network operators, building-control bodies and planning authorities may be needed for work on a particular property.

Who is this guide for?

This guide is for household electricity customers, including homeowners, tenants, people using prepayment meters, households with smart meters and anyone considering a new tariff, supplier or home energy technology. It is also useful if you are checking an unusual bill, moving home, dealing with a complaint or helping someone who needs extra support.

What this guide covers

The sections follow the questions most people ask as they move from understanding the system to making a practical decision. You will learn:

• How electricity moves from generators to your home.

• Which generation sources make up the current UK electricity mix.

• How traditional, multi-rate, prepayment and smart meters work.

• How to read unit rates, standing charges, VAT and other bill information.

• How fixed, variable, tracker and time-of-use tariffs differ.

• What the price cap does and does not protect.

• Which support schemes and consumer protections may be relevant.

• How to reduce use without confusing energy savings with cash savings.

• What to check before installing solar panels, batteries or other equipment.

• How switching, moving home and supplier failure are handled.

• How to complain and when the Energy Ombudsman may be able to help.

Start with your own records

Before comparing anything, collect a recent bill, a current meter reading and, if possible, twelve months of usage. The annual consumption figure in kilowatt-hours is usually more useful than the amount of your latest direct debit because a direct debit can be too high, too low or adjusted to clear an old balance.

The UK electricity grid and distribution

Electricity has to be generated and used at almost the same time. The system therefore needs continuous coordination: power stations, wind and solar farms, storage, interconnectors and flexible demand must be balanced against what homes and businesses are using.

In Great Britain, the National Energy System Operator (NESO) carries out that system-balancing role and plans for the future energy system. It is not the company that sends your household bill, and it does not own every transmission line. Transmission owners maintain the high-voltage networks, while regional distribution network operators carry electricity through lower-voltage networks to local streets and properties.

How does electricity reach your home?

1. Generation: Electricity is produced by technologies such as gas, wind, solar, nuclear, biomass and hydro, or imported through interconnectors.

2. Transmission: High-voltage networks move large amounts of electricity over long distances. Substations change the voltage as power moves through the system.

3. Distribution: Regional network operators deliver electricity through local cables, overhead lines and substations.

4. Metering and supply: Your meter records use. Your licensed supplier buys energy for customers, applies the tariff, issues bills and handles the account.

5. Consumption: Your appliances and equipment use electricity. The amount recorded in kilowatt-hours determines the usage element of the bill.

Who balances supply and demand?

NESO forecasts demand and works with market participants to keep the system within safe operating limits. It can instruct generators or storage to increase or reduce output and can procure services that help control frequency and voltage. Demand-side response can also reward some customers or businesses for shifting use away from pressured periods.

What does a distribution network operator do?

A distribution network operator, often shortened to DNO, owns and maintains the local network in a region. Its work includes repairing faults, replacing equipment, connecting new properties and assessing some applications for solar generation, batteries, heat pumps and electric-vehicle charging.

What happens during a power cut?

The network operator works to locate the fault, make the area safe and restore supplies. Restoration times depend on the cause, access, weather and scale of the incident. Some customers may qualify for payments under guaranteed standards, but the rules contain thresholds, exclusions and event-specific conditions. Check the current network-operator guidance rather than assuming a payment is automatic.

Sources of electricity generation

The electricity arriving at a socket is drawn from a shared network. It is not possible to trace each electron back to one particular wind farm, gas station or solar panel. What can be measured is the amount generated by different sources across a period and the certificates or contracts used to support tariff claims.

The UK generation mix changes from hour to hour and year to year. Weather, fuel prices, plant availability, interconnector flows and demand all matter. A single day can look very different from the annual picture, so it is useful to distinguish live grid data from official annual statistics.

What generated UK electricity in 2025?

The Department for Energy Security and Net Zero reported that UK electricity generation reached 293.6 terawatt-hours in 2025. Renewable generation rose to a record 153.0 terawatt-hours, representing 52.1% of generation. Wind supplied 29.5%, while gas supplied 31.8%. It was the first full calendar year with no coal generation in the UK.

Why is gas still important?

Gas-fired stations can change output relatively quickly, which helps when demand rises or wind and solar output fall. The amount of gas generation is not fixed: it depends on weather, nuclear availability, imports, storage and market prices. Gas prices can also influence the wholesale electricity price because the marginal plant needed to meet demand may be gas-fired.

How do wind, solar, hydro and bioenergy differ?

• Wind: Output varies with wind conditions. Offshore and onshore projects have different costs, planning issues and connection needs.

• Solar: Output follows daylight and weather, with much lower production on dark winter evenings. Rooftop systems can reduce imported electricity while generating.

• Hydro: Water-driven generation can be responsive and predictable in suitable locations, but UK potential is geographically limited.

• Bioenergy: Organic material can be used to generate power, but carbon and sustainability outcomes depend on the feedstock, land use and supply chain.

• Marine energy: Tidal and wave technologies may offer predictable resources, but deployment remains much smaller than wind or solar.

Different technologies also have different whole-life impacts. Manufacturing, construction, fuel supply, land use, maintenance and decommissioning all matter. Operational carbon intensity is useful, but it is not the only environmental measure.

What do imports and storage do?

Interconnectors allow electricity to move between Great Britain and neighbouring markets. Whether imported electricity is lower or higher carbon depends on the exporting system at that time. Imports can improve security and flexibility, but Great Britain can also export when conditions and prices favour it.

What does a green tariff mean?

A green tariff is a supplier product with an environmental claim. Renewable Energy Guarantees of Origin, known as REGOs, are certificates used for fuel-mix disclosure and to show that an equivalent amount of renewable electricity was generated. The certificates do not create a separate physical path from a generator to your home.

Metering and meter readings

Your electricity meter records how much energy passes into the property. Suppliers use that information to calculate usage in kilowatt-hours. An accurate reading does not prove that every tariff or account detail is correct, but it is the best starting point for checking an estimated bill.

Meters come in several forms. Some show one running total, some keep separate peak and off-peak registers, and some operate in prepayment mode. A smart meter adds a communications function, but it can still be read manually if it temporarily stops sending data.

Which type of meter do you have?

How should you submit a reading?

1. Find the meter and confirm that the serial number broadly matches the number shown on your bill.

2. Note every active register. Multi-rate and some complex meters can have more than two screens.

3. Record the date and time. A clear photograph can help if the reading is later disputed.

4. Submit the reading through the supplier's app, website, telephone service or another accepted channel.

5. Check the next bill to see whether the reading was used and whether it is marked actual, customer or smart rather than estimated.

Never remove seals, covers or meter equipment to obtain a reading. Meter work can be dangerous and may be illegal if carried out without authority. If the display is blank, damaged or inaccessible, contact the supplier or the relevant metering provider.

What if the meter appears faulty?

A sudden bill increase does not automatically mean the meter is faulty. First compare the meter reading, billing dates, tariff rates, heating use, new appliances and any change from estimated to actual billing. A corrected reading can reveal that earlier bills understated consumption.

How do multi-rate meters work?

Multi-rate meters record electricity used in different time bands. Economy 7 is a common example, but the exact off-peak hours vary by region, meter setup, season and supplier. The cheap period may not match the seven hours you expect from the tariff name, especially where clock changes or legacy equipment are involved.

Understanding your electricity bills

A bill combines how much electricity you used with the terms of your tariff and the state of your account. The direct-debit amount is only a payment arrangement. It is not the same as the cost of the electricity used during that month.

Start with the billing period and meter readings, then check the tariff rates, standing charge, VAT, payments and account balance. Looking at the bill in that order helps separate a consumption issue from a pricing or payment issue.

What are the main parts of a bill?

What does the price cap do?

Ofgem's energy price cap limits the unit rates and standing charges that a licensed supplier can charge a typical domestic customer on a standard variable or default tariff in Great Britain. It is not a cap on the total bill. A household using more energy still pays more, while a low-use household usually pays less.

How is VAT changing in 2026?

At 1 September 2026, qualifying domestic electricity is still generally charged at the reduced 5% VAT rate. The government has announced that VAT will be removed from qualifying household electricity bills from 1 October 2026 to 31 March 2027. The change is intended to apply automatically, including to electricity used under existing fixed tariffs.

Why can a direct debit change?

Suppliers often set a monthly direct debit by estimating annual cost and spreading it across the year. They may review the amount when prices, readings, use or the account balance changes. A higher direct debit does not necessarily mean the unit rate has risen; it may be correcting an underpayment or building credit before winter.

What are back-billing protections?

In Great Britain, Ofgem's back-billing rules generally prevent a supplier from requiring payment for energy used more than 12 months ago where the customer was not previously accurately billed or informed that payment was due. The protection can be lost where the customer acted unreasonably, for example by blocking reasonable access to the meter or ignoring repeated requests needed to bill accurately.

Tariffs and choosing a supplier

A tariff sets the prices and conditions for your electricity account. The cheapest-looking unit rate is not always the lowest annual cost because standing charges, time bands, exit fees, payment method and service terms can differ.

Begin with the way your household uses electricity. A single-rate tariff may be straightforward for ordinary daytime use. A multi-rate or time-of-use tariff may work better where a large share of demand can move to cheaper hours, but it can cost more if use remains concentrated in expensive periods.

What types of tariff are available?

Fixed or variable: which is more predictable?

A fixed tariff gives more price certainty for the contract term because the unit rate and standing charge are set. Your bill can still rise if you use more electricity. A fixed tariff can also include exit fees, so calculate whether the fee would matter if you moved or wanted to switch early.

How should you compare annual cost?

Use your own annual consumption in kilowatt-hours where possible. Multiply by the proposed unit rate and add the annual standing charge, then include VAT under the applicable rules. For a multi-rate tariff, split consumption between each register. A supplier's personal projection should use the information you provide, but it remains an estimate.

What service factors matter?

• Contact routes: Check whether support is available by telephone, webchat, app, email or post and whether accessible formats are offered.

• Billing quality: Look for clear statements, usable consumption data and a practical process for correcting readings.

• Payment flexibility: Consider direct debit, on-receipt billing and prepayment options, including what happens during financial difficulty.

• Smart capability: Confirm whether the supplier supports your meter in smart mode and can operate any specialist tariff or export arrangement.

• Complaint handling: Read the supplier's complaints procedure and note the independent escalation route.

• Vulnerability support: Ask about Priority Services Register support and help with affordable payment plans.

Customer-review scores can provide context but should not replace tariff terms or official complaint information. Reviews often overrepresent very good or very poor experiences and may refer to a different period, product or service channel.

What are the common tariff traps?

• Comparing monthly direct debits instead of annual tariff cost.

• Ignoring a standing charge because the unit rate looks low.

• Using an estimated annual figure that is not based on your readings.

• Assuming off-peak hours are the same for every Economy 7 meter.

• Treating a temporary credit or incentive as an ongoing price reduction.

• Choosing a dynamic tariff without checking the maximum expensive periods.

• Assuming a green label has one standard meaning across suppliers.

• Forgetting that an export tariff is separate from the import tariff.

Government regulations

Household electricity in Great Britain is governed by legislation, supplier licence conditions, technical codes and consumer-protection rules. Ofgem is the independent regulator for the gas and electricity markets in Great Britain. The Department for Energy Security and Net Zero sets government policy and is responsible for a number of schemes and statistical publications.

Regulation does not mean every price or service outcome is identical. Suppliers choose their commercial tariffs within the rules, and network companies operate regional monopolies under regulated settlements. Some protections apply only to domestic customers, default tariffs, particular payment methods or eligible households.

Who regulates what?

What support schemes are current in 2026?

The Warm Home Discount provides a one-off £150 reduction from eligible electricity bills for the 2026/27 scheme year. The scheme reopens in October 2026. In England and Wales, qualifying households are usually identified automatically. Scotland has different arrangements and some customers may need to apply through their supplier. The scheme does not apply in Northern Ireland.

What happens if a supplier fails?

Ofgem's Supplier of Last Resort process protects continuity of supply in Great Britain. Ofgem appoints a new supplier, and electricity continues through the same network. The replacement supplier explains the new tariff and how it will deal with credit balances. Customers are not locked into the deemed tariff and can normally switch after the transfer is complete.

How is Northern Ireland different?

Northern Ireland has a separate electricity market regulated by the Utility Regulator. Ofgem's price cap, Energy Ombudsman route and Great Britain switching guidance should not be applied automatically. A Northern Ireland customer normally complains to the supplier first, then can contact the Consumer Council for Northern Ireland if the matter remains unresolved.

Energy efficiency and conservation

Using less electricity can reduce the usage part of a bill, but the cash saving depends on the unit rate and the amount actually avoided. A standing charge remains even when consumption is very low. Efficiency therefore means getting the same useful service with less energy, while conservation means choosing to use the service less often or for less time.

The best actions depend on what uses electricity in your home. Electric space heating, water heating and vehicle charging can dominate demand. In a gas-heated home, appliances, cooking and lighting may be more important. Use meter data or a plug-in monitor to identify the largest loads rather than focusing only on devices with a visible standby light.

Where should you start?

Which behaviours usually matter most?

• Electric heating: Reduce unnecessary heating hours and heat loss without allowing the home to become unhealthily cold or damp.

• Hot water: Match heating periods to demand and avoid leaving an immersion heater on unintentionally.

• Vehicle charging: Use an appropriate off-peak tariff where the total tariff and charging pattern support it.

• Laundry: Wash full loads, choose suitable temperatures and use outdoor drying where practical.

• Dishwashing: Use full loads and eco programmes where they meet hygiene needs.

• Standby: Turn off non-essential devices that are safe to disconnect, but do not interrupt medical, security, router or update functions you rely on.

• Cooking: Use appropriately sized pans and appliances, and avoid heating more water than needed.

Savings estimates often assume a particular household, tariff and frequency of use. Treat them as examples, not promises. The same action saves more money at a higher unit rate but may still represent the same energy reduction.

How do appliance energy labels help?

Energy labels compare products within a defined category using the scale and test method that apply to that product. Many current labels show a colour scale from more efficient to less efficient, together with model-specific energy use and performance information. The meaning of a letter can change when a category is rescaled.

What should you know about insulation and ventilation?

Reducing heat loss can make an electrically heated home more comfortable and lower heating demand. Possible measures include loft, wall and floor insulation, draught reduction, glazing improvements and better controls. Suitability depends on the construction, condition, moisture risks and ventilation strategy.

Renewable energy options

Home generation and low-carbon technologies can reduce imported electricity, support electrification and, in some cases, earn export payments. They also involve upfront cost, technical design, permissions, maintenance and changing tariff rules. A property-specific assessment is needed before deciding that a particular system is suitable.

The practical starting point is your demand profile. Solar panels produce during daylight, while many homes use most electricity in the morning and evening. A battery can move some energy between times, but it adds cost and conversion losses. Electric heating or vehicle charging can substantially change the best system size and tariff.

Which household technologies are common?

How does solar PV affect a bill?

Solar photovoltaic panels generate electricity when daylight is available. Electricity used in the home at the same moment can reduce imports at the retail tariff rate. Surplus can be exported, but the export rate is usually different and requires a separate arrangement.

What is the Smart Export Guarantee?

The Smart Export Guarantee, or SEG, requires larger licensed electricity suppliers in Great Britain to offer at least one tariff for eligible small-scale low-carbon exports. Smaller suppliers can choose to participate. The export rate must be above zero, but suppliers set their own prices, contract terms and evidence requirements.

Do you need planning permission?

Planning rules differ across England, Scotland, Wales and Northern Ireland. Some domestic solar installations can be permitted development, but limits and conditions apply. Listed buildings, conservation areas, leasehold property, unusual roof positions and ground-mounted systems may need additional consent.

How do you choose an installer?

• Check the relevant official register, trade certification or competent-person status.

• Ask for a written survey, design basis and itemised quotation.

• Confirm which permissions, notifications and building-control steps are included.

• Check product model numbers, warranties, exclusions and maintenance requirements.

• Ask how deposits, stage payments and insurance-backed guarantees are protected.

• Read the cancellation, complaint and dispute process before signing.

• Treat predicted output, savings and payback as estimates with stated assumptions.

MCS certification is relevant to many small-scale renewable installations and may be required for schemes or export evidence. It is not a guarantee that every installation will perform as predicted. Electrical, roofing, structural, heating and planning work may involve additional qualifications or approvals.

Smart meters

A smart meter records electricity use and can send readings through the national smart-meter communications system. It normally comes with an in-home display, which shows near-real-time information. The meter measures and bills energy; the display is a separate device and can stop working even while the meter continues to operate correctly.

As at 30 June 2026, Great Britain had around 42 million smart or advanced meters across domestic and small non-domestic gas and electricity, representing about 72% of all meters in scope. About 40.3 million were smart meters, and roughly 92% of those were operating in smart mode. These totals include gas as well as electricity, so they should not be read as a count of household electricity meters alone.

What can a smart meter do?

• Send readings automatically when communications are working.

• Show current and historic use through an in-home display or supplier app.

• Support tariffs with different prices at different times.

• Allow a compatible meter to switch between credit and prepayment modes remotely.

• Provide more detailed information for billing and energy management.

A smart meter does not automatically reduce consumption. It can make use more visible, but savings depend on what the household changes. It also does not guarantee that every supplier app, tariff or in-home display will support the same features.

What does smart mode mean?

A meter in smart mode sends readings without routine manual submission. If communications fail, the meter still records electricity and usually works like a traditional meter. You may need to read it yourself until the connection is restored.

What compensation standards apply?

Since February 2026, Ofgem's guaranteed standards have required an automatic £40 payment in specified cases: waiting more than six weeks for a smart-meter installation appointment, a failed appointment caused by a fault within the supplier's control, or no resolution plan within five working days after a smart-meter problem is reported. The detailed conditions and exclusions matter.

What is happening to Radio Teleswitch Service meters?

The Radio Teleswitch Service, or RTS, historically controlled some off-peak electricity meters and heating systems. The phase-out began on 30 June 2025 because the supporting radio service is ending. Affected households may have storage heaters, hot-water systems or tariffs that rely on remote switching times.

Can smart meters support electric vehicles and flexible use?

Half-hourly metering allows tariffs that reward charging at quieter or lower-priced times. Smart chargers can respond to schedules or price signals, and some schemes may vary charging to support the network. The saving depends on the full tariff, not only the cheapest advertised period.

Switching suppliers

Switching changes the company that bills you and supplies electricity under a contract. It does not normally change the physical electricity network, local cables or continuity of supply. The existing meter usually remains unless a separate replacement is agreed.

A switch can be worthwhile for price, service, payment method, smart features, renewable claims or specialist tariffs. It can also create confusion if account details, readings or debt are unresolved. Preparing the information first reduces the risk of a disputed opening balance or wrong-meter switch.

Why might you switch?

• A fixed tariff is ending and the default offer is uncompetitive.

• Another tariff better matches overnight or flexible use.

• You want a supplier with clearer billing or better contact routes.

• You need a compatible electric-vehicle, heat-pump or export tariff.

• You prefer a different payment method or prepayment service.

• You want to compare environmental claims and supplier commitments.

Switching is not the only option. Your current supplier may offer another tariff, change the payment method, correct the account or provide support. Compare staying as well as leaving, especially where an exit fee or unresolved credit balance is involved.

What is the usual switching process?

What should you know about exit fees?

Fixed tariffs can charge an exit fee when you leave before the end of the term. Check whether the fee is per fuel and whether it applies to moving home or switching within the final part of the contract. The tariff terms and current Ofgem rules determine the position.

Can debt stop a switch?

Under Ofgem's Great Britain guidance, debt that is less than 28 days old should not normally block a switch. Older debt may need to be paid before a credit-meter account can transfer. A prepayment customer may be able to move up to £500 of debt per fuel through the Debt Assignment Protocol, subject to the process and supplier acceptance.

What happens when you move home?

Tell the existing supplier the moving date, give a final reading and provide a forwarding address. At the new home, take an opening reading immediately and identify the current supplier. You will usually begin on a deemed contract until you agree another tariff.

Handling disputes

Most electricity disputes are easier to resolve when the issue is defined precisely. A high bill, faulty meter, failed switch, unaffordable payment plan and power cut involve different evidence and sometimes different organisations. Start by separating what happened, when it happened and what outcome would put it right.

What commonly causes a dispute?

• Estimated or transposed meter readings.

• The wrong meter, address or account being billed.

• A tariff rate or contract end date applied incorrectly.

• Direct debits that do not reflect use or account balance.

• Delayed final bills or credit refunds.

• Back-billing for an extended historic period.

• A switch objection, wrong-supply transfer or duplicate account.

• Smart-meter communications or prepayment top-up failures.

• Disagreement about debt recovery or vulnerability support.

• Power-cut restoration or guaranteed-standard payments.

How should you raise the issue?

1. Check the evidence: Gather bills, readings, photographs, contracts, payment records and previous messages.

2. State the problem: Explain the account, dates and figures in a short chronology. Separate facts from assumptions.

3. Ask for a remedy: Say whether you want a corrected bill, explanation, refund, affordable plan, compensation review or technical investigation.

4. Use the complaint process: Ask for the matter to be logged as a formal complaint and keep the reference number.

5. Record responses: Note dates, names and promised actions. Confirm important telephone discussions in writing.

6. Escalate when eligible: Use the independent route after deadlock or the current waiting period if the supplier has not resolved the complaint.

Keep paying amounts that are not disputed where you reasonably can, or agree an affordable arrangement. Simply cancelling payment can increase debt and make the account harder to resolve. If the bill is unaffordable, tell the supplier immediately rather than waiting for collection action.

When can the Energy Ombudsman help?

For Great Britain energy complaints, the Energy Ombudsman can usually consider a case after the supplier has had eight weeks to resolve it, or earlier if the supplier issues a deadlock letter. At 1 September 2026, that remains the operative consumer route even though a future reduction to six weeks has been announced.

What free help is available?

Citizens Advice consumer service can help energy customers in England and Wales understand rights and the next complaint step. Advice Direct Scotland provides free energy advice through energyadvice.scot. These services can be particularly useful for disconnection risk, prepayment problems, vulnerability, complex billing or difficulty affording energy.

What if you cannot afford the bill?

Affordability is not only a complaint issue. Suppliers must work with customers in payment difficulty and should consider ability to pay when setting a repayment plan. Ask for the debt calculation, a review of ongoing consumption, any available hardship support and an amount you can realistically maintain.

Key takeaways

Electricity becomes easier to manage once you separate the physical network, the meter, the supplier contract and the account balance. Each has a different role and a different route when something goes wrong.

• Your supplier bills you; the local network operator maintains the local cables.

• Ofgem regulates the Great Britain retail market but does not usually decide individual complaints.

• Northern Ireland has a separate regulator, market and complaint route.

• The price cap limits default-tariff rates, not total household spending.

• Use annual kilowatt-hours, not the monthly direct debit, when comparing tariffs.

• Fixed tariffs give rate certainty but can include exit fees.

• Time-of-use tariffs depend on when you use electricity, not only how much.

• Smart meters can improve readings and data, but they do not save energy by themselves.

• Home solar, batteries and other technologies need property, planning and network checks.

• Keep dated meter photographs for moves, switches and billing disputes.

• Escalate unresolved Great Britain supplier complaints after deadlock or the current waiting period.

• Contact the supplier early if payment is difficult; free support is available.

What happens next?

Choose the next step that matches the issue. For a tariff comparison, collect a bill, annual use, meter type, postcode and exit fee. For a billing problem, take a reading and ask for a formal account explanation. For a power cut, contact the network operator. For a home installation, seek a property-specific assessment and current permission checks. Citizens Advice or Advice Direct Scotland can provide free support, and current rules, prices and service availability should be checked before acting.

This guide cannot determine your personal position. Clearwise may introduce you to an independent electricity supplier only after you choose that route and consent to sharing preliminary details; the supplier remains independent and decides whether it can assist. An introduction does not guarantee acceptance, tariff availability, savings or any other outcome. You can also use the FAQs, glossary, useful organisations and references before deciding what to do.

Questions to ask before switching

• What are the unit rate and standing charge for my postcode and meter?

• Are the prices fixed, capped, tracked or time-dependent?

• What annual consumption has been used in the estimate?

• Does the tariff require direct debit, smart metering or paperless billing?

• What exit fees or end-of-term arrangements apply?

• How are credit balances, debt and final readings handled?

• Which contact and complaint routes are available?

• Is an environmental claim based on REGOs, direct purchasing or investment?

Frequently asked questions

Understanding electricity basics

Billing and tariffs

Supplier switching and contracts

Smart meters and technology

Renewables and efficiency

Consumer rights and complaints

Useful Organisations

Citizens Advice consumer service

Citizens Advice provides free help with energy bills, suppliers, prepayment, switching, debt and complaints in England and Wales. It can explain consumer rights and the next practical step. Scotland has a separate free energy advice service through energyadvice.scot.

• 0808 223 1133 (England and Wales)
• www.citizensadvice.org.uk

Energy Saving Trust

Energy Saving Trust publishes practical information about home energy use, insulation, heating, renewable technologies and lower-carbon transport. Its general guidance can help you prepare for a property assessment or compare energy-saving actions.

• 020 7222 0101 (office; not advice)
• energysavingtrust.org.uk

Ofgem

Ofgem regulates licensed gas and electricity companies in Great Britain and publishes official information on the price cap, switching, billing, prepayment, smart meters and consumer protection. It does not normally resolve individual household complaints.

• 020 7901 7295
• www.ofgem.gov.uk

Energy Ombudsman

The Energy Ombudsman is a free and impartial service for eligible unresolved complaints about Great Britain energy suppliers and network operators. It can usually consider a case after deadlock or the current complaint waiting period.

• 0330 440 1624
• www.energyombudsman.org

National Grid Electricity Distribution

National Grid Electricity Distribution operates local electricity networks in the Midlands, South West England and South Wales. For a power cut anywhere in England, Scotland or Wales, call 105 to reach the relevant local network operator.

• 105
• www.nationalgrid.com

References

Still have questions?

Even with a comprehensive guide, you might have specific concerns that aren't fully addressed here - perhaps you're considering installing a battery storage system, struggling with an unusual billing issue, or navigating a complex supplier dispute. In these instances, personalised advice from an expert can be invaluable.

An experienced professional can help you:

• Clarify complex terms on your bill and assess whether you're being charged correctly.

• Discuss the feasibility of adding renewables to your property, considering local regulations and practical constraints.

• Evaluate potential savings from switching suppliers based on your unique circumstances.

• Provide tailored energy-saving tips if you're on a tight budget or have specific lifestyle requirements.

Your questions and concerns matter. If you find that the information in this guide doesn't fully resolve an issue or you simply want extra reassurance, speaking with an expert - particularly when the first consultation is free - can offer peace of mind and potentially lead to long-term savings.