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    TOP FAQs

    • Invoices are issued either monthly or quarterly, depending on your bill cycle. We aim to issue invoices within the first 10 days of the month when due.

      Invoices are issued either monthly or quarterly, depending on your bill cycle. We aim to issue invoices within the first 10 days of the month when due.

    • To add an email address click on the drop down menu 'Your Details' and choose 'Delivery Settings'. Click 'Add User' and add the new email address.

      To change an email address, use the menu option 'Settings' to change the email.

      To add an email address click on the drop down menu 'Your Details' and choose 'Delivery Settings'. Click 'Add User' and add the new email address.

      To change an email address, use the menu option 'Settings' to change the email.

    • Please contact our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2.

      Please contact our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2.

    • Smart meters use an entirely separate and secure wireless system. You don't need wi-fi in your property for it to work, and it won't use your wi-fi if you have it.

      AMR devices communicate with SMS and therefore need very little signal strength. The device contains a roaming SIM which allows the installer to obtain the strongest signal. If necessary, a fixed phone line can be installed (electricity meters only). The costs will be passed onto the customer. For gas meters, the solutions include extended cabling and logger repositioning.

      Smart meters use an entirely separate and secure wireless system. You don't need wi-fi in your property for it to work, and it won't use your wi-fi if you have it.

      AMR devices communicate with SMS and therefore need very little signal strength. The device contains a roaming SIM which allows the installer to obtain the strongest signal. If necessary, a fixed phone line can be installed (electricity meters only). The costs will be passed onto the customer. For gas meters, the solutions include extended cabling and logger repositioning.

    • Total Gas & Power will appoint the relevant AMR agent without the need for site disruption. For gas this only applies where the existing AMR provider is EAL or SMS.

      Total Gas & Power will appoint the relevant AMR agent without the need for site disruption. For gas this only applies where the existing AMR provider is EAL or SMS.

    • Once the contract is in place, we will contact your previous supplier to let them know of your intention to leave. Please ensure that you have terminated your contract with your supplier or there may be some delays in transferring your energy supply. 

      Once the contract is in place, we will contact your previous supplier to let them know of your intention to leave. Please ensure that you have terminated your contract with your supplier or there may be some delays in transferring your energy supply. 

    • If you disagree with an estimated bill, you can contact our Customer Care team on 0333 003 7874. You will need to ensure that you have taken an up-to-date meter reading and a photograph so that we can cancel the estimated bill and re-issue an accurate bill.

      If you disagree with an estimated bill, you can contact our Customer Care team on 0333 003 7874. You will need to ensure that you have taken an up-to-date meter reading and a photograph so that we can cancel the estimated bill and re-issue an accurate bill.

    • The majority of our customers are on 10-day payment terms but these can vary, depending on your contract. Details of your payment terms can be found in the general conditions of your contract.

      The majority of our customers are on 10-day payment terms but these can vary, depending on your contract. Details of your payment terms can be found in the general conditions of your contract.

    • We understand how every penny counts when running your business. That's why if your invoice is showing a credit balance, we have some straight-forward options for you.

      Please select 'Read More' to see the instructions.

      We understand how every penny counts when running your business. That's why if your invoice is showing a credit balance, we have some straight-forward options for you below:

      1. If you have multiple accounts with us, the credit on one account can be transferred to pay the balance on another account.
      2. We can return the money straight to your bank account if you have a direct debit, or send a cheque if you pay by other means.

      If you would like the money returned to you, please provide us with the following information on company headed paper:

      • Your Total Gas & Power account number, which can be found on your invoice.
      • An up-to-date meter reading.
      • Your bank details (bank name, account name, account number and sort code).
      • A signature by a company director or a senior colleague, followed by their full name and position.

      Best way to send this is by scanning your company-headed paper with the above information via our online refunds form or send it as a PDF attachment to [email protected] with the subject line ‘Refunds'. 

      The process of refunding the credit on your account involves us investigating all past billing and transactions. Should this result in a change to the final balance we will advise you accordingly.

      Important Information:

      • If your company has had a name change, please provide documents to prove this.
      • If your company name does not match the account name on our records, you will not be able to claim the credit balance.
      • If you would prefer a cheque, all cheques will be made payable to the account name held on our records and posted to the site or invoice address.

      Once we have validated your refund, it may take up to 28 days for you to receive the funds.

    • Yes, both meters will be replaced. We cannot guarantee that these will be done at the same time as you may not have all meters with us.  Where possible, we are able to identify dual fuel sites upfront we will endeavour to offer a dual fuel appointment.

      Yes, both meters will be replaced. We cannot guarantee that these will be done at the same time as you may not have all meters with us.  Where possible, we are able to identify dual fuel sites upfront we will endeavour to offer a dual fuel appointment.

    • Our two agents are SMS and Energy Assets (EAL) and both work closely with us and our customers to deliver the highest level of service, running through detailed check lists before booking appointments and calling prior to the agreed date to confirm access details. They will also respond to any site-specific instructions or questions you may have.

      Our two agents are SMS and Energy Assets (EAL) and both work closely with us and our customers to deliver the highest level of service, running through detailed check lists before booking appointments and calling prior to the agreed date to confirm access details. They will also respond to any site-specific instructions or questions you may have.

    • GAS

      Around the period of the transfer, we will send a meter reading agent to take an opening reading from your meter. This means that your account will be accurate from the moment you transfer to us.

      We will also send this reading to your previous supplier so that they can close your account with the same reading.

      This meter reading can be taken from five days before to five days after the transfer.

      We always advise our customers to take their own meter readings too, just in case the agent isn’t able to access your meter during this  time. You can email this reading to us at [email protected] or call us on 0333 003 7874.

      ELECTRICITY

      Please take a meter reading from your business electricity meter as close to the date of your transfer as you can. The reading can be taken from five days before to five days after the transfer.

      Please email the reading to us at [email protected] or call us on 0333 003 7874.

      GAS

      Around the period of the transfer, we will send a meter reading agent to take an opening reading from your meter. This means that your account will be accurate from the moment you transfer to us.

      We will also send this reading to your previous supplier so that they can close your account with the same reading.

      This meter reading can be taken from five days before to five days after the transfer.

      We always advise our customers to take their own meter readings too, just in case the agent isn’t able to access your meter during this  time. You can email this reading to us at [email protected] or call us on 0333 003 7874.

      ELECTRICITY

      Please take a meter reading from your business electricity meter as close to the date of your transfer as you can. The reading can be taken from five days before to five days after the transfer.

      Please email the reading to us at [email protected] or call us on 0333 003 7874.

    • Whilst we aim to ensure that all customer reads provided are used in billing, there are occasions where this could be missed. Should your invoice not reflect the reads you have provided, please contact the Customer Care team on 0333 003 7874.

      Whilst we aim to ensure that all customer reads provided are used in billing, there are occasions where this could be missed. Should your invoice not reflect the reads you have provided, please contact the Customer Care team on 0333 003 7874.

    • You can set up a direct debit over the telephone by calling our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2. Alternatively you can download a direct debit mandate from our quick links section in the top menu and email a completed copy to [email protected]

      You can set up a direct debit over the telephone by calling our Payment Services Department on 0333 003 7874 and choosing option 1 and then option 2. Alternatively you can download a direct debit mandate from our quick links section in the top menu and email a completed copy to [email protected]

    • Direct debit is the easiest way for you to pay your final bill so it is advisable to leave your direct debit active until this has been claimed. Please check the bottom of your invoice to make sure that it is the final bill.

      Direct debit is the easiest way for you to pay your final bill so it is advisable to leave your direct debit active until this has been claimed. Please check the bottom of your invoice to make sure that it is the final bill.

    • Yes, for installation of either type of meter upgrade, the gas or electricity will be off for a period of time. The length of time and expected disruption will be discussed with you during the process of making an appointment. For AMR the estimated times are around 20 minutes for electricity meters and from 30 minutes to 4 hours for gas meters (dependent on meter size). Our agents will always agree a suitable time for these works to minimise disruption at site.

      Yes, for installation of either type of meter upgrade, the gas or electricity will be off for a period of time. The length of time and expected disruption will be discussed with you during the process of making an appointment. For AMR the estimated times are around 20 minutes for electricity meters and from 30 minutes to 4 hours for gas meters (dependent on meter size). Our agents will always agree a suitable time for these works to minimise disruption at site.

    • We know that many of you will be experiencing the impact of the Coronavirus already by preparing for changes to the way you live and the way you work.  No rules have been written but we’re in this together.

      To find out more about how Total Gas & Power is responding and, to access our FAQs, please click on this link: https://www.gas-power.total.co.uk/Coronavirus-faqs

      We know that many of you will be experiencing the impact of the Coronavirus already by preparing for changes to the way you live and the way you work.  No rules have been written but we’re in this together.

      To find out more about how Total Gas & Power is responding and, to access our FAQs, please click on this link: https://www.gas-power.total.co.uk/Coronavirus-faqs

       

    • If you don't have a meter reading from when you transferred to us, don't worry. Just take a meter reading now and another one in five days' time and then contact our Customer Care on 0333 003 7874 with this information - we will do the rest.

      If you have an accurate opening reading and would like us to use this instead of the meter reading that we have used, please call our New Starts Team on 0333 003 7874 or email [email protected].

      If you don't have a meter reading from when you transferred to us, don't worry. Just take a meter reading now and another one in five days' time and then contact our Customer Care on 0333 003 7874 with this information - we will do the rest.

      If you have an accurate opening reading and would like us to use this instead of the meter reading that we have used, please call our New Starts Team on 0333 003 7874 or email [email protected].

    • On the back of your bill you’ll find a detailed description on how read your invoice. You can also check out the info section on how to read a bill by clicking here.

      On the back of your bill you’ll find a detailed description on how read your invoice. You can also check out the info section on how to read a bill by clicking here.

    • The amount that we are debiting from your account will be detailed on your invoice, but should you feel there is a discrepancy and the money has already been taken please notify your bank for an immediate money back guarantee. You can then call our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2 to speak with an advisor.

      The amount that we are debiting from your account will be detailed on your invoice, but should you feel there is a discrepancy and the money has already been taken please notify your bank for an immediate money back guarantee. You can then call our Payment Services Department on 0333 003 7874 and choose option 1 and then option 2 to speak with an advisor.

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