Help

We've covered a range of popular topics and common queries with our handy help section.

Popular guides

Explore our handy help guides for a complete A-Z in switching energy suppliers

Common questions

Got a question? Browse our extensive database of commonly asked questions

  • Who is Energy Helpline?

    Energy Helpline is an independent energy comparison service that began life back in 2002. Our mission is to ensure that energy switching is swift, simple and absolutely hassle-free.

    Our price comparison service is Ofgem-accredited, which means you can be sure that the prices and options displayed have been calculated fairly in an unbiased way.

    We’re honest, impartial and dedicated to seeing you save money on your energy bills.

  • After switching suppliers, what do I need to do?

    Once you’ve made a decision on which energy supplier you’d like to switch to, we do the rest by contacting your existing supplier. Once everything has been okayed we will send you an email to confirm the switch.

    From there, we will process and forward your details to your new supplier. They will then contact you to inform you of your new tariff start date. You must ensure that you take a meter reading on this date, so that you are billed for the correct amount.

    After that you just have to wait for the switch to go through. The Energy Switch Guarantee states that you should wait no more than 21 days for your tariff to be switched.

    When we say we handle your switch to make things hassle-free for you, we mean it.

  • Will my energy supply be interrupted if I switch?

    No, your current energy supply will, in no way, be interrupted.

    Your actual energy supply is not changing, so there won’t be any interruption. Everything happens behind the scenes, so if you’ve picked a cheaper deal through us then the only difference you should notice will be your energy bills going down.

    Think of your energy supply like your broadband supply. The service itself does not change, just the service provider!

  • How do I find out my current supplier?

    You should be able to find who your current energy supplier is by taking a look at your most recent utility bill. Your supplier’s logo and name should be clearly visible on there.

    Another way of finding out your current energy supplier is by taking a look at your last energy payment on your bank statement, and it should say the supplier name there too.

    You can find out who your electricity supplier is by contacting your regional Distribution Network Operator (DNO), the company that owns and maintains the electricity grid in your area. Contact them and ask them for their Meter Point Administration Service (MPAS) and tell them your postcode and address, and they’ll be able to tell you the current electricity supplier for your property.

  • How long is my cooling-off period?

    No matter which supplier or tariff you choose, your cooling-off period is always 14 days, starting from the day after you agree to the contract with your new energy supplier.

    This means that if you have a change of heart after you’ve decided to switch your energy supplier to a cheaper one, you have 14 days to reverse the switch and remain with your original energy supplier.

  • Is there any obligation to switch?

    Definitely not, calling us or visiting our website does not lock you into a new tariff. We are here to provide you with all the information you need, and you can take as much time as you need before making a decision.

    A lot of customers use our service to simply see what cheap deals are out there, as it saves them from trawling through dozens of supplier’s sites and doing it all themselves. By going through the steps with us, we’ll generate all the latest and greatest energy tariffs on the market for you to look through at the time of your comparison.

  • How long does it take to switch energy suppliers?

    Ofgem has rules in place requiring suppliers to take reasonable steps to ensure a switch happens within 21 days. There are exemptions, but generally you should expect your switch to be fully processed within that 3-week time frame.

  • What is Ofgem?

    Ofgem, or Office of Gas and Electricity Markets, is an independent body that regulates the energy market.

    This body was created to protect consumer interests in the energy market. This is done by regulating price caps, revising supplier regulations, and by promoting innovation and competition amongst suppliers.

  • Do I need to contact my current supplier if I want to switch?

    If you’re switching energy and using a reputable comparison service like Energy Helpline, there’s no need to contact your existing supplier - everything is handled for you.

    If you were to switch through us, once you’ve chosen the cheap energy tariff you’d like to switch to, we’ll contact your current supplier and let them know you are leaving and moving to a new deal.

    You might need up-to-date meter readings, but your new supplier should contact you to ask for these during your switchover.

  • Are there any hidden costs?

    Absolutely not, our energy switching service is free for all customers. This covers everything from visiting our website or calling our UK-based call centre, and switching to your new supplier. From start to finish, switching energy suppliers with us is free!

    We are here to provide you with the best deals available in your area. No other energy comparison service compares more.

  • What happens if I'm moving house?

    There are certain steps you need to take when switching energy suppliers when moving house. Don’t worry, we’ve outlined them clearly below.

    Before you move make sure you:

    • Let your supplier know that you’re moving, by giving them at least 48 hours notice.
    • Read your readers on moving out day, and give the readings to your supplier. Keep a note of them in case you don’t agree with your final bill.
    • Give your supplier your new address so they can send you your final bill.

    After you move make sure you:

    • Contact the current supplier of your new property to tell them you’ve moved in.
    • Read the meters and give them to the current supplier to make sure you get an accurate first bill.
    • Pay the bill when you get it.

    We recommend looking to switch immediately when moving home. As it takes 21 days to switch, you will always have to pay at least one of your existing property’s bills, so switch away to make sure you don’t pay any more!

  • Will I be charged a cancellation fee for leaving my current supplier?

    This depends on your current tariff terms and conditions, as well as your contract status. Some tariffs simply don’t have exit fees, and that’s a selling point used to make them more appealing. Your current supplier will be able to tell you if you have any exit fees to pay for leaving.

    The type of energy tariff you are on can determine whether or not you pay any exit fees when switching your energy supplier, too. If you’re on a standard variable tariff you can switch without incurring any fees, however, if you’re on a fixed term plan you’ll most likely be charged when leaving your current supplier. Although, when you receive your notice 49 days before the end of your fixed-term tariff, suppliers cannot charge a termination fee if you choose to switch after this point.

    Sometimes cancellation fees are dependent on your supplier, too. There are now some energy suppliers out there that have chosen to completely scrap cancellation fees, giving them an advantage over the ones that do.

  • Where can I find helpful, independent information and advice about energy efficiency?

    If you’re looking for some really useful advice on energy efficiency then visit Energy Saving Trust, Citizens Advice and the Government’s energy grants calculator.

    The Energy Saving Trust is a leading, trusted organisation helping people save energy on a daily basis.

    Citizens Advice is a renowned service in the UK which provides free assistance and guidance on a range of subjects, including energy.

    The Government's energy grants calculator offers personalised energy efficiency advice based on your postcode, and relevant information such as available grants.

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How switching works

  1. Enter your details

    Answer a few quick questions and then we can find you some great energy deals based on your location and usage.

  2. Compare our best deals

    Once we’ve got your prices we’ll help you compare the best ones, and we can answer any questions you have too.

  3. We’ll handle the switch

    With us there’s no obligation, but if you want to take one of the energy deals then we’ll handle it all for you free of charge.