For nearly a decade, we’ve been able to shop around for cheaper gas & electricity. Competition means its possible to switch to a utility company offering better energy prices ( cheaper gas and electric bills to you and me ) or better service. But things can still go wrong, from inaccurate bills to power cuts – and even being switched to another utility supplier without your consent. Here is a 2 minute guide to help you out.

Switching to a new energy company

As always in the rush to sign up new customers, some energy companies use high-pressure sales tactics to persuade people to switch utility suppliers. There have even been cases of more underhand tactics, such as sales staff forging customers’ signatures on energy contracts. As the industry has cleaned up its act these are becoming less and less common. Most of the new big energy providers have glossy web sites and very strict rules , just google them for details .

But there are rules that energy salespeople must follow. If they don’t, in some cases you could be entitled to compensation from your energy supplier.

Association of Energy Suppliers’ code of practice

This covers how energy companies and salespeople must behave when selling gas and electricity ‘face-to-face’ (for example, in your home or in a shopping centre). The guidelines say, among other things, that energy salespeople:

• can call at your home only between 9am and 8pm (unless you ask for a visit outside these times)
• must say who they are and show you a valid identity card
• must do their best to make sure you understand any contract you’ve signed, and your right to cancel
• must not exploit consumers, give them false information or use high-pressure sales tactics
• must leave your home if you ask them to.

Also, if an energy salesperson has forged a signature on your contract, you are entitled to £250 compensation.

A full copy of the code is available from the Energy Retail Association website. All energy sales agents must be accredited by this code and can be dismissed or even ‘struck off’ as a member if they breach it. If you think that a sales agent has broken the code of practice, contact the energy supplier and tell them why.

Doorstep Selling Regulations

If you sign up to a new energy supplier when a salesperson calls at your home, the Doorstep Selling Regulations give you a seven-day cooling-off period during which you can cancel your contract.

But this applies only to unsolicited visits, which means if an energy salesperson calls at your home uninvited or phones you and you agree for them to visit. It doesn’t apply if you make the first move and ask an energy salesperson to visit you.

The energy salesperson must tell you about the cooling-off period. It’s a criminal offence to breach these regulations, and doing so can result in a fine of up to £2,500.

If a doorstep energy salesperson won’t allow you to cancel within the seven days, or you think they’ve broken the regulations in another way, contact your local trading standards department.

If you’re switched to a new energy supplier by mistake

If you have been switched by mistake, the Erroneous Transfer Customer Charter sets out what the suppliers should do to put things right. It says:

• you can contact either the original or the new energy supplier – they share equal responsibility for resolving the problem
• the energy supplier you contact should explain clearly what action they’re going to take and keep you updated with progress
• you should receive written confirmation of the details provided above within five working days of first contacting the energy supplier
• within 20 working days you should receive confirmation that you are being returned to your original supplier
• you shouldn’t have to pay any bills from the ‘new’ energy supplier – you’ll just get a bill at the end from your original energy supplier.

If you think that an energy supplier has breached this code, contact your energy supplier in the first instance and follow its complaints process. If the problem is not resolved satisfactorily, contact Consumer Direct for further advice on how to proceed. You can also have your problem referred to the Energy Services Ombudsman if the case isn’t resolved after eight weeks or you reach a ‘deadlock’ situation (see our How to complain section). Vulnerable consumers can also enlist the help of energy industry watchdog Consumer Focus.

How to use less Electricity

Simple energy Saving advice can help you reduce your electricity bills by even more by simply just cutting back on the amount of electricity you use.

We have outlined a few simple every day tips that you can use to help you save energy and of course save money.

Once you get in to a routine of doing these things you will start to notice the difference , your electricity bills will be cheaper and you will be doing your bit for the environment too..

Every day ways to Save Energy

• Do not leave appliances such as TVs, videos, stereos, and computers on standby  ( with the little red light on ) as they still use energy when they are left on. Did you know that almost 85% of the energy used by your DVD player is consumed when it is on standby.
• Put a lid on your sauce pan when you cook as this massively reduces the amount of gas your cooker needs to heat the water
• When filling an electric kettle fill the cup(s) with water and pour this in to the kettle to avoid over filling it.
• Unplug equipment e.g. mobile phones, shavers and electric toothbrushes once they are fully charged, otherwise they will keep drawing electricity. Some more modern chargers will whistle if they are plugged in and not charging , most older types don’t. Just feel yours , if it warm its costing you money.
• When you leave a room turn off the light , this is something my mum used to say to me !!
• Pull the curtains shut to help save the heat escaping from the room in the evenings. Most of the heat you produce leaves to house , the roof and walls are well insulated normally but windows are just glass , the fabric will make a huge difference.
• Only do you washing when you have a full load and use a low temperature program. Two half loads does not equal a full load.
• Try to have more showers than baths as they use 80% less water and take 80% less energy to heat the water
• Turn down your room thermostats by a few degrees will make a big difference in the amount of energy you use.
• Put a jumper on indoors if you feel cold, its easy and cheaper in the long run

Ways to improve your home

Please follow our energy saving advice below to help improve your home to make it more energy efficient.

• Changing your light bulbs to use energy efficient bulbs. These may be more expensive in the short term to buy but they last around 12 times longer and can save you on average £7 a year on your bills for each light you use them in.
• Loft insulation costs from around £150 and could save up to £70 a year. There are a number of grants available in the UK to possibly help you get part payment towards this.
• Draught proofing windows and doors costs from around £40 and could save up to £20 a year on your energy bills.
• Secondary glazing on windows costs from around £120 and could save up to £125 a year
• A simple tip is try filling those gaps under skirting boards and between floorboards with newspaper, or mastic sealant costs from £10 and could save up to £20 a year

Other things to consider is to move your gas and electricity supplier to a new low cost provider , whilst you wont use less energy you will notice up to a 35% savings in your bill. Look at THIS supplier, it one of many but a great place to start.

Inaccurate energy bills and meter readings

According to www.noteservice2010.com most complaints about energy companies are about inaccurate, late or unclear bills. In 2005, new standards for bills were introduced to make things easier for consumers after watchdog Energywatch (now part of Consumer Focus) complained to Ofgem, the energy companies’ regulator.

Code of Practice for Accurate Bills

The Code of Practice for Accurate Bills says, among other things, that:

• your energy supplier should try to read your meter at least every two years. If it can’t access your meter, the energy company will ask you to take a reading
• if you do not receive a bill for more than a year and it is the energy supplier’s fault, you do not have to pay any outstanding debt for energy you used more than a year ago.

If you have a dispute about a bill you can complain to your energy supplier or the Energy Supply Ombudsman, an independent body set up to resolve disputes about energy bills. The service is free to consumers and the Ombudsman can award compensation to people who have received particularly poor service from an energy supplier.

Dealing with poor service from energy companies

When you sign up with an energy supplier, you will have to sign a contract. This will include the standards of service your energy supplier promises, for example, how often it will read your gas and electricity meters and how it will respond to queries and complaints. Where service standards are part of your contract, the energy supplier is legally bound to stick to them.

All gas and electricity companies must also follow Guaranteed Standards of Performance set by Ofgem. These say energy suppliers must pay fixed compensation for things such as power cuts, missed appointments and not responding to queries.