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Ørsted UK - Customer FAQs

A warm welcome to customers who have joined us from Ørsted!

From large, complex gas and electricity customers to single site businesses, we have been busy preparing for your arrival to ensure we offer you the best possible experience.

We will be in touch with you very soon and in the meantime, please have a look at the FAQs below:

 

ABOUT TOTAL GAS & POWER


Total Gas & Power, established 1987, is part of the Total Group, a broad energy company.  We are business energy experts rated as "Great" on Trustpilot by our customers.  We supply all types of businesses, from single sites to large industrial and commercial as well as multisite including the public sector.  We also offer renewable energy and electric vehicle charging.  Our aim is to be the UK's most trusted energy supplier.  We work hard to achieve this through delivering a great customer experience, offering industry-leading products and services whilst being guided by the Total values. https://www.gas-power.total.co.uk/information-centre/about-us

As a result of Ørsted taking the decision to reduce their participation in the downstream energy markets including supplying gas & power to UK businesses, Total Gas & Power has acquired the majority of Ørsted's business customer UK portfolio.  This includes natural gas and electricity customers of which 97% are on green certificate backed products on the power side.  We have been busy preparing for your arrival to ensure the transfer is as smooth as possible and we’re looking forward to getting to know you and your business.

You should now raise any new enquiries about your energy account to Total Gas & Power.  The only enquiries that should go to Ørsted are those relating to an outstanding query, complaint or a credit or debit on your Ørsted energy account.

Please look out for your Welcome information along with your Customer Information Form which we will be sending shortly via email wherever possible. If we don’t have an email address for you, we’ll post it to you. If you aren’t sure whether we will have your email address, then please email us at [email protected] for smaller businesses and [email protected] for larger business users and include your contact and company details as well as your site information.

If you don’t want to wait until you receive your Welcome Information, you can find all the welcome information here including downloadable forms:

For smaller business energy users:  https://connect.totalgp.com/welcome-sme

For larger business energy users:  https://connect.totalgp.com/welcome-mb

From this point onwards, you will only need to contact Ørsted if you have an outstanding query with them, or an outstanding debit or credit on your account with them.  All other matters will be handled by us.

Here at Total Gas & Power, we are business energy experts. We've been supplying energy to UK businesses like yours for more than 30 years.

 

Energy account - Products, Prices & Contracts


Unless you have been advised otherwise, you will transfer to Total Gas & Power on the 1st March 2021.

Total Gas & Power is well placed to offer you a continuation of the great service you received from Ørsted. Rest assured that your contract will remain in force until the renewal date as well as all terms and conditions.  Whilst the energy product will remain the same, as is the case with different energy suppliers, the invoice may look a little different.  If you are a large user of energy, you will be contacted by your Account Manager who will explain to you how we are delivering the Ørsted products to you.

All renewable contracts will also be honoured.  Total’s aim is to develop a portfolio of low-carbon electricity businesses with the goal of generating 15% to 20% of our sales from low-carbon electricity by 2040.

Here at Total Gas & Power, we've been supplying UK businesses with energy since 1987 and we're rated as "Great" on Trustpilot, so you're in safe hands!

Ørsted has shared with us the details of all their customers who are a part of a group contract and we have replicated this within our systems. Please check the information supplied on the Customer Information Form to ensure this is as you would expect and let us know of any discrepancies.

You may transfer your energy supply to an alternative supplier of choice at the time of your contract renewal date, note before. This is subject to any contractual termination clauses which may require you to serve notice to us (please check your contract terms and conditions).

Our customers rate us as ‘Great’ on Trustpilot and we are confident that you will too.

We sincerely hope that you will value the service we offer you and decide to stay with Total Gas & Power. We will, of course, honour your contract regardless of your intentions until your contract end date at which point, you may leave if you wish.  We have teams of energy experts on hand to help you with any questions you may have in the meantime.

Yes, Ørsted have advised your energy broker of the transfer details, and we will also be in contact with your broker. Please send us your letter of authority which authorises us to deal directly with your nominated TPI or broker:

Larger business users:   [email protected]

Smaller business users: [email protected]

 

Payments


Your existing direct debit with Ørsted will not move across to Total Gas & Power. Ørsted will retain your details for now in order to collect payment for your final invoice with them.

We will be in touch with you very soon to set up your new direct debit.  If you’d rather do this now, please complete your direct debit which can be found on your Welcome page below, and return it to the email address on the direct debit mandate:

For smaller business energy users:  https://connect.totalgp.com/welcome-sme

For larger business energy users:  https://connect.totalgp.com/welcome-mb

Total Gas & Power has not taken exiting credits from your energy account with Ørsted. Therefore, please raise the matter with Ørsted.

 

Billing, Meters & meter readings


We aim to send your first invoice to you during April, of course we want to make sure it’s right first.

Please send your future meter readings to Total Gas & Power if you do not have AMR or a Smart Meter. 

Around the date of the transfer, we recommend that you take a meter reading and email it to us along with your contact details and MPRN or MPAN to:

Larger business users:   [email protected]

Smaller business users: [email protected]

Going forward, meter readings should be sent to us between the 24th and the end of the month and submitted here: www.totalgp.com/meter-reads

If your business has an AMR or Smart Meter - SMETS1 or SMETS2 only that are DCC active, we will be able to connect and use the readings through your meter.   We will not be able to connect to any other devices.

Yes.  Please request your free meter upgrade today here:  www.totalgp.com/meterupgrade