Switching to us is easy!
Our team of energy experts will be with you every step of the way throughout the transfer process. To get a quote, give our sales team a call on 0333 003 7874 or complete this quote form.
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TOP FAQs
I’ve just signed a contract with you. What do I need to do with my current supplier?
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.
How do I get my opening read to you?
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 newstarts@totalgp.com 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 newstarts@totalgp.com or call us on 0333 003 7874.
My opening meter reading is an estimate. How do I get this changed?
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 newstarts@totalgp.com.
What should I do if I haven't received my final invoice from my previous supplier?
When we obtain an opening meter reading, we send this to your previous supplier so they can produce your final invoice. If you have not received your final invoice within a month of changing suppliers, we suggest that you contact your previous supplier.
When will I receive my first bill/invoice?
We aim to produce your bill within 8 weeks of taking over your supply.
How do I know how much I’m paying for my energy?
Your current prices will be stated on your contract, and they can also be seen on your latest invoice for fixed rate contracts or they will be reflected in market prices with a variable contract.
What’s included in my price?
Your price will be a mixture of energy costs, transportation costs and the other costs we incur supplying you with energy. The costs involved differ depending on the type of meter(s) you have, transportation, geography and usage profile and other factors.
How do I know when my contract expires?
This will be stated on your contract or if you have received one, on your latest invoice.
What happens when my contract expires?
If you have not signed a new contract with us or moved supplier, you will be placed onto deemed rates and are free to leave us when you wish. See our page about deemed rates here.
Do I qualify to pay 5% VAT on my energy? If so what do I need to do?
If your site is a non-profit making organisation (e.g. a charity or a hospital), you will be charged 5% VAT. To ensure you’re paying the correct VAT, we must receive a valid exemption certificate. To find out if you qualify, please contact HM Revenue & Customs. You can download and submit the VAT declaration form here.
5% VAT (gas usage)
You can also be charged 5% VAT if your premises/site (at account level) consumes below 4,397kWh in any given month. This is automatically calculated on your invoice.
5% VAT (electricity usage)
You will be charged 5% VAT if your premises/site consumes below 33 units per day on average per calendar month. Should this be exceeded then the full rate of 20% VAT will apply. This is automatically calculated on your invoice.
What’s a CCL?
The Climate Change Levy (CCL) is a government tax on the use of both gas and electricity by businesses, agriculture and the public sector. Currently, it costs 0.203 pence per kWh for gas, and 0.583 pence per kWh for electricity. This will appear as a separate charge on your invoice and is subject to the standard rate of VAT.
Exclusions apply for sites that are below the VAT de minimis limit and supplies where VAT is charged at 5%. A CCL exemption form will be sent with a 5% VAT form. All forms are available to download in the Quick Links menu.
What does a deemed rate mean?
These are the rates that you will receive when your contract with us expires or is terminated and you have not signed a new contract or moved supplier, or in some other specific situations for which we will provide appropriate guidance at the time.
Please click here for the prices.
How do I give you my meter reads?
The easiest way to submit meter reads is online by clicking here.
You can also do this by calling our Customer Care Team on 0333 003 7874, selecting option 3, then option 1 for gas / option 2 for electricity. Alternatively, email your meter reads to customercare@totalgp.com along with your MPAN/MPR and account number.
When do I have to give you my meter reads?
Meter readings can be submitted here at any time, but in order to use an accurate reading on your invoice we will need a reading within a specific window.
For electricity meters, reads should be submitted between the 20th and 28th of the month. For gas meters, please submit your read between the 25th and the last day of the month.
What if I forget to give you my reads?
If you forget to submit a meter reading during the meter reading windows, don't worry. We will generate an estimated reading based on historic usage of the premises. A reading can be submitted during the next meter reading window so that the next bill will reflect accurate consumption.
Our Customer Care team can be contacted on 0333 003 7874 and in some circumstances may be able to issue a re-bill outside of normal billing periods.
What is an AMR and how do I know if I have one?
AMR stands for Automated Meter Reader, which is a device that transmits the meter reading directly to us. You can find out more about AMR here.
When can I expect my bill/invoice?
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.
What if I disagree with my estimated 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.
I gave you my reads, but I received an estimated bill
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.