1) Get compensation for wasted time
You don’t have to wait in all day for a meter reader or engineer. If your energy firm needs to visit you at home, you are entitled to a two-hour appointment slot – and, should they not turn up, you are entitled to compensation of £22 for a gas or electricity appointment or £44 for both.
2) Know the backdate limit
If you have had your bills recalculated because of a mistake by the energy provider, there is a limit to how much they can ask you to pay up. If your usage has been underestimated, the supplier can backdate your bills for only up to 12 months. However, to avoid even a year’s worth of charges, get into the habit of providing regular meter readings to ensure you always pay the right amount.
3) Know your rights with price rises
If your energy provider is putting up its prices, it is required to give you 30 days’ notice and cannot implement the increase if you tell it within 15 working days that you’re leaving. And despite what the name suggests, those on fixed-rate tariffs cannot be charged an exit penalty if they switch within this time.
4) Payments for power cuts
If consumers lose power, they can claim compensation for power cuts from their energy distributor, rather than the supplier. If your power is out for more than 18 hours you are entitled to £54, and £27 for each additional 12 hours without power. Similarly, those who have four or more power cuts lasting three hours or more in a year should receive £54. To get your refund, contact your energy provider.
5) Get extra help
Pensioners and people who are disabled or chronically ill can get extra help through their supplier’s Priority Services Register. This includes free quarterly meter readings, bills in large print or Braille or bills sent to a friend or relative, and a free annual gas safety check for those in receipt of means-tested benefits.
6) Know the switching timetable
If you switch energy supplier in order to ensure that you are on the most competitive tariff, it should take no longer than five weeks from start to finish. This includes the two-week cooling-off period and three weeks for the switch. Keep in mind that suppliers have also committed to make switching hassle-free, so if there are any problems it is their responsibility to sort it out, not the customer’s.
7) Compensation for being misled
If you have had your energy supply switched to another provider without your permission, you are entitled to compensation of £250. You are also entitled to compensation if you can prove you were deliberately misled by a sales person.
8) Know where to get help with debt
If you get into debt, your supplier must agree repayments that are affordable for you. Some suppliers, such as British Gas, EDF and npower, also have trust funds that can help you to settle debts or other essential costs.
9) Find free insulation
Loft insulation can save you an average of £120 on your annual energy bill, but costs as much as £300 to install. Many suppliers will offer free loft and cavity wall insulation with cash incentives. For instance, E.On and EDF are offering incentives of £100 and £200 respectively to those on low incomes who register for free insulation. Contact your supplier to find out, or check out the deals that other suppliers are offering…
10) Remember your cooling-off period
Have you switched your tariff only to have a cheaper one launched just days later? Or maybe you felt pressurised or put on the spot by a telesales agent? Not to worry, it is not too late to change your mind. All consumers who switch energy supplier are entitled to a 14-day cooling-off period during which they can switch back without incurring any charges.