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This information applies to England, Wales and Scotland
Who can supply gas
There are many companies who can supply you with gas.
You can find a list of companies which supply gas in your area on the website of energywatch, the gas and electricity consumer council, at: www.energywatch.org.uk.
All gas suppliers are licensed by the Office of Gas and Electricity Markets (Ofgem).
The company which supplies gas to your home will not be the same as the company which is responsible for the gas pipeline, storage system and emergency service.
All gas suppliers are licensed by the Office of Gas and Electricity Markets (Ofgem). One of the licence conditions is that a gas supplier must produce codes of practice on:-
- procedures for complaints
- payment of bills, arrangements for dealing with arrears and prepayment meters
- site access procedures
- energy efficiency advice
- services for older, disabled and chronically sick people.
Although these codes are not legally binding, the gas company should stick to them. You can ask your gas company for a copy of the codes. It could be useful to know what the codes say if you have a disagreement with the gas company, for example about a gas bill or changing a supplier. If a gas company doesn't stick to the codes, you should report them to energywatch (see under heading Useful organisations).
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Who has the right to a gas supply
You have a right to a gas supply unless:-
If you are refused a supply of gas, get advice from energywatch, see under heading Useful organisations.
Choosing a gas supplier
You can change your gas supplier if you want to. If you are thinking about changing to another gas supplier, bear in mind that prices, policies and services offered by the different suppliers will vary. You should carefully check the information and contracts of the different suppliers and compare these to your current gas supplier to make sure that you choose the best deal for your needs.
Find out:-
- how you will be charged for your gas supply
- if cheaper tariffs are offered for particular payment methods, for example, if you pay by direct debit
- what service standards the gas suppliers offer, for example, for repairs or extra help for older or disabled customers
- the gas suppliers’ policies, for example, on debt and disconnection.
You can check the most up-to-date fuel prices on the energywatch website at: www.energywatch.org.uk.. You can also call energywatch for a price comparison fact sheet, or use online price comparison websites which make it easy to compare and switch suppliers. You can find a list of the price comparison websites on the energywatch website.
Dual fuel offers
Most gas and electricity suppliers are licensed by Ofgem to supply customers with both gas and electricity. Some gas suppliers supply both fuels under one contract, while others give one contract for gas and another for electricity.
Suppliers who make dual offers will often give a discount off the total bill. However, this does not necessarily mean that gas and electricity under a dual offer will be cheaper than that bought from separate suppliers.
For information about electricity supply, see Electricity supply.
Guidelines a supplier must follow when they sell you gas
When a gas company sells you gas, it must stick to certain standards.
Most suppliers have signed up to a code of practice produced by the Association of Energy Suppliers (AES). Sales agents must follow the guidelines in the code. The guidelines cover all methods of selling gas, including door-to-door sales (doorstep selling) and telephone sales (distance selling). Some of the guidelines included in the code of practice are:
- all advertising and promotion of gas companies must be accurate, fair and reasonable. This means that sales agents, adverts and publicity materials can't give you false or misleading information
- sales agents must only call at your home between 9.00am and 8.00pm, unless you've specifically asked them to call outside these times. If they are visiting sheltered accommodation, they must contact the warden first
- sales agents must identify themselves by producing ID without being asked
- the sales agent must make sure you have understood the contract, including any right to cancel (see below) before you sign
- the sales agent must make sure that the person signing the contract is responsible for paying the gas bill
- you must be given a copy of the contract.
If the sales agent doesn't follow the guidelines, you may be entitled to compensation. If you have a complaint about the way you have been sold gas, you should take this up first with the company concerned. Ask them for a copy of the code of practice and use the information in this to help you make your complaint.
If you can't reach an agreement with the gas company, you can refer the complaint to energywatch – see under heading Useful organisations. If energywatch can't resolve the complaint they may refer it on to Ofgem.
Cancellation rights
If you sign a contract to buy gas from someone who has called at your home, you may have the right to cancel the contract if you change your mind. You will be able to cancel the contract as long as:
- you cancel within seven days of signing it and,
- the sales agent called uninvited and you didn't ask them to call at your home.
For more information about your rights to cancel a contract signed in your home, see Services bought in a doorstep-sale in Buying services – your rights.
If you sign a contract to buy gas over the phone, you may also have the right to change your mind.
For more information about your rights to cancel a contract you've entered into over the phone, see Services bought by distance sale in Buying services – your rights.
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Moving home or changing gas supplier
When you move to a new home, tell the gas supplier the date you want to take over the supply. If it has to be reconnected, the supplier may make a charge. Energywatch (see under heading Useful organisations) can advise on whether a charge should be made and what is a reasonable amount. If the supply has not been disconnected, read the meter and inform the supplier of the reading. Keep a copy of the reading.
If you want to change your gas supplier, notify both the current and the new gas suppliers. Both will want a final meter reading taken on the day you change suppliers. Some suppliers will send a meter reader; others will ask you to read the meter and send the reading to them. In either case, keep a note of the meter reading in case there is a dispute later.
For more information and advice about changing to a new supplier, contact Energywatch – see under heading Useful Organisations. Energywatch can provide advice on what to check if you want to change suppliers and a list of local gas suppliers. You can also get price comparison factsheets. If a supplier agrees to supply, it must normally:-
- supply gas as soon as reasonably practical; and
- continue to supply gas for as long as you want it (but see under heading Gas arrears and disconnections).
Changing supplier when you have a debt
If you have a gas debt, you may not be accepted by a new supplier.
If you've owed the money for less than 28 days, for example, you haven't paid a recent bill, you will still be able to change supplier. The money you owe will be transferred to your new supplier.
You will also be allowed to change supplier if you use a prepayment meter and have a debt of up to £100. Your debt will be transferred to your new supplier. For more information about changing your supplier when you have a debt, contact energywatch – see under heading Useful organisations.
If you have problems getting a gas supply, or it is going to be stopped, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
In some circumstances the gas supplier will refuse to connect the gas supply until you have provided suitable financial security. You may be asked to:-
- join a regular payment plan (see under heading Gas bills); or
- agree to have a prepayment meter (see under heading Meters); or
- provide a guarantor (see below); or
- make a cash deposit (see below).
The gas supplier will normally only require security in certain circumstances, for example, if you are a new customer and cannot provide proof of your identity or previous address or have a poor payment record at your present or last address.
Guarantors
If you name a guarantor, the gas supplier will check whether their record of gas payments is satisfactory. The guarantor will be legally responsible for paying your gas bills if you don't pay. In practice, the gas supplier will only require the guarantor to pay the bill if you don't pay and cannot be traced. The gas supplier will review the arrangement after one year. At that point, if you have paid your bills in full, a guarantor will no longer be necessary.
Deposits
The maximum deposit you can be charged is the two higest quarters of gas used (estimated if necessary). The gas supplier must only request a ‘reasonable’ amount as a deposit. If you believe that the amount of the deposit is unreasonable, take the matter up with the gas supplier. If still not satisfied, complain to energywatch, who may refer the matter to Ofgem (see under heading Useful organisations). The gas supplier will review the deposit after one year. If the bills have been paid in full, the deposit will be returned within two months of the end of the year.
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Meters
A gas supplier must provide an appropriate meter to a customer who asks for one. There are two main types of meter:-
- credit or quarterly meters, where you use the gas and pay for it later
- prepayment meters, where you pay in advance for your gas supply.
Credit meters
Most customers will have a credit meter and will receive bills four times a year. This is known as quarterly billing. The gas supplier will call to read the meter at regular intervals or contact you and ask you to read the meter and pass on the reading. The meter must be read at least once every two years. You can pay the bill in a number of ways - see under heading Gas bills.
Prepayment meters
If you have difficulty paying for your gas, you can ask for a prepayment meter to be installed. If you're in arrears, you should be offered a prepayment meter as an alternative to disconnection.
You can ask for a prepayment meter if you're not in arrears, but you may have to wait until one becomes available.
In most areas, electronic prepayment meters are the only available prepayment meter option.
The main types of prepayment meters are:
- token meters
- key meters
- card meters
- smart card meters.
The gas supplier will give you a list of the places you can get the card, token or key charged, which may include vending machines. The meter will record the amount of gas used.
The advantages of using a prepayment meter are:
- it can be a useful way to budget if you're on a low income
- it can be used to pay off arrears as an alternative to disconnection.
There are several disadvantages to using a prepayment meter. These include:
- you'll usually pay more for your gas than if you had a credit meter. Prepayment meters are normally the most expensive way to pay for gas
- if you can't afford to buy tokens or recharge your card or key, you won't have any gas
- you may have to pay transport costs to get to the nearest charging point
- you can't spread the cost of the larger winter bills over the whole year
- the meter can be set to recover arrears. This means you'll have to pay for using gas and for your arrears at the same time
- you'll have to pay more towards the arrears when you're using more gas.
Meter readings
Your gas supplier must read the meter at least once every two years. If the gas supplier has been unable to gain access to read the meter it will leave a card for you to fill in with your own reading. If you are disabled, chronically sick or of pensionable age, you can ask the gas supplier to read your meter every three months. The gas supplier must inspect and test the meter at least once every two years.
If you are disabled, chronically sick or of pensionable age and find it difficult to read your meter because of its position, you can ask the gas supplier to move the meter, where reasonably practicable, free of charge.
If you think the meter reading is wrong
If you think the meter reading given on your bill is wrong, take your own reading. If this shows the meter has been misread, inform the gas supplier of the correct reading and a revised bill will be sent. If you think the meter is faulty, report the matter to the gas supplier, who can arrange for the meter to be tested.
If you have had an estimated reading, read the meter yourself and contact the gas supplier to give your own meter reading. You will then get an adjusted bill.
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Gas bills
Who is liable to pay the gas bill
The person who requested a supply of gas will be liable to pay for it and their name will appear on the gas bill.
If your name is not on a bill but you are asked to pay it, consult an experienced adviser, for example, a Citizens Advice Bureau. To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
Paying the gas bill
Gas suppliers must allow you to pay your bill in a variety of ways, for example, by cash, cheque, postal order, or monthly direct debit. Unless you have joined one of the payment schemes detailed below, the bill is due to be paid in full when you get it.
If a gas company has failed to send out a gas bill, they aren't allowed to bill you for any amount which dates back longer than a year.
Regular payment plans
Ask your gas supplier for information about payment schemes. Some gas suppliers offer a discount to customers who pay their bills by direct debit, standing order, a fixed payment budget scheme or a flexible payments scheme.
Direct debit, standing order and fixed payment budget schemes
With these schemes, your annual use of gas is estimated, usually based on previous consumption, and you pay this amount by equal instalments throughout the year. If you pay by direct debit or standing order, the payments will be made automatically from your bank account, either monthly or quarterly. If you use a fixed payment budget scheme, you must pay the agreed amount to the gas supplier at the specified times - this is usually weekly but may be fortnightly or monthly.
At the end of the year, you may have a balance owing or a credit. Any amount owed will be taken into account when calculating the next year’s instalments or, if large, will usually have to be paid. Refunds of credits are normally made at six monthly or annual reviews.
Flexible payments schemes
The gas supplier may offer a flexible payments scheme, which allows you to pay any amount at any time. You may find this is a useful payment option if your income is variable. Check carefully the terms of the scheme, for example, how the payments are worked out and what happens if you build up a credit or go into arrears.
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Saving money on gas bills
You may be able to reduce your gas bill by choosing a payment method which offers a discount, and by efficient use of gas or insulating your home. All gas suppliers must have a code of practice on using gas efficiently. If a customer asks for it, the gas supplier must also provide, on request, free information and advice on:-
- preventing heat loss from the home
- choosing gas heating systems and controls
- using a gas heating system efficiently
- organisations which may be able to give further advice, training and other services
- sources of possible financial help for any work which would improve the efficient use of gas.
You may be able to reduce your gas bills by changing your fuel supplier. You can find more information about changing your fuel supplier, from the website of the gas and electricity watchdog, energywatch at: www.energywatch.org.uk.
You can also:
- visit the Energy Savings Trust Website at: www.est.org.uk
- contact your local Energy Efficiency Advice Centre on 0800 512 012.
For more information about saving money on fuel costs, see Fuel costs and saving money.
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Gas arrears and disconnection
If you have gas arrears, you risk being disconnected. However, it is very unusual to be disconnected if you fail to pay your gas bills.
If you have gas arrears, seek help from an experienced adviser, urgently if you have been threatened with disconnection, for example, a Citizens Advice Bureau To search for details of your nearest CAB, including those that can give advice by email, click on nearest CAB.
A gas supplier must follow standard licence conditions, one of which sets out how it deals with customers who have difficulty paying. A gas supplier cannot issue a disconnection notice until at least 28 days after issuing a bill. You must be given at least seven days notice of disconnection. If you can't pay your bill, contact your supplier straight away. You should be offered an arrangement to pay off the arrears at a rate you can afford. If you can't afford to pay off the arrears in this way, they must offer to install a prepayment meter – see under heading Meters.
Some groups of customers may have extra protection from being disconnected. This may apply to you if you:
- are of pensionable age
- have long-term ill-health
- are disabled
- have severe financial problems.
You can find more information about what steps a supplier must take before disconnecting you on the the energywatch website at: www.energywatch.org.uk.
The Home Heat Helpline offers advice on energy efficiency and fuel debts to low income consumers. The Helpline's advisers can help identify where free energy efficiency measures might be available and can also ensure that vulnerable customers are not at risk of fuel supply disconnection. You can contact the Home Heat Helpline on 0800 33 66 99.
Some energy suppliers have set up independent charitable trusts which give grants to some of their customers to help them pay for gas arrears. You can also get grants to pay for electricity arrears and other household bills.
For more information, visit www.edfenergytrust.org.uk or get the Utility Trusts and Schemes booklet from www.britishgasenergytrust.org.uk.
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Gas safety
A gas supplier can authorise its officials to enter premises to inspect the gas installation and appliances. If a gas leak is reported, it will be made safe free of charge. Made safe can often mean simply turning the supply off. If an appliance is faulty and has to be disconnected, you will be responsible for buying a replacement and getting it installed. National Grid (formerly Transco), the main public gas transporter, runs a 24 hour freephone national gas emergency service on 0800 111999.
Safety checks for tenants
Landlords must ensure that any gas appliances installed by them are maintained in a safe condition.
For more information on how to get repairs done, see Disrepair in rented accommodation.
Safety checks for older people, disabled people and people with long-term ill-health
The gas supplier will provide a free gas safety check of appliances and fittings for some older people, disabled people or people with long-term ill-health. One free check a year can be requested. The check includes a basic examination and very minor work. Any additional work must be paid for. For more information about other free services you might be able to get from your gas supplier, see under heading Free services for older people, disabled people, and people with long-term ill-health.
Buying and installing gas appliances
Anyone supplying a gas appliance must ensure that it is safe and that it meets European safety standards.
Anyone installing or repairing a gas appliance or equipment must be registered with the Council for Registered Gas Installers (CORGI) (see under heading Useful organisations). They must carry an ID card listing the types of gas work which they are competent to carry out.
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Free services for older people, disabled people and people with long-term ill-health
Free services are available from all gas suppliers to customers who:
- are of pensionable age, or
- have a disability, or
- are hearing or visually impaired, or
- have long-term ill health.
Services which may be available, depending on your circumstances, include:
- a service which is more tailored to your needs, for example, you can ask to have your meter readings in Braille, large print or on audio tape
- moving your meter free of charge to make it more accessible
- being given priority for your gas supply to be restored if is interrupted by accident.
For more information or advice about free services from your gas supplier, visit the website of engergywatch, the independent watchdog for gas and electricity consumers, at: www.energywatch.org.uk where you can also sign up for these services on the Priority Services Register.
Practical advice is also available online on the website of the Energy Retail Association at: www.homeheathelp.org.uk. You can find:
- contact phone numbers and link to suppliers' priority service teams who can help you access your free services
- information about other services available, such as grants for home insulation, flexible payment options and winter rebates
- help to avoid disconnection if you are unable to pay the bill
- tips for making your home energy efficient.
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Complaints
If you have a complaint about your gas supplier, first raise it with the supplier, who must have a procedure for dealing with complaints – see under heading Who can supply gas. You may be entitled to compensation. If you are dissatisfied with the way the gas supplier dealt with a complaint, take it up with energywatch (see under heading Useful organisations).
If your complaint is about a bill or changing supplier and energywatch can't sort out the problem, you may be able to complain to the Energy Supply Ombudsman – see under heading Useful organisations.
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Useful organisations
energywatch
energywatch, the gas and electricity consumer council, is an independent organisation which represents and protects the interests of gas consumers. It can help with complaints about the supply of gas.
Tel: 0845 906 0708
RNID Typetalk: 18001 08459 0607 08
Website: www.energywatch.org.uk
The Energy Supply Ombudsman
If you have a complaint about your gas or electricity bill or a problem when you change your supplier, you can make a complaint to the Energy Supply Ombudsman. You must have complained to your gas or electricity supplier first.
Your supplier must me a member of the Energy Supply Ombudsman scheme. You can find a list of scheme members on the Energy Supply Ombudsman website.
You can contact the Energy Supply Ombudsman at:
PO Box 966
Warrington
WA4 9DF
Tel: 0845 055 0760 or 01925 530263
Fax: 0845 055 0765 or 01925 530264
Textphone: 18001 0845 051 1513 or 18001 01925 430886
Email: enquiries@energy-ombudsman.org.uk
Website: www.energy-ombudsman.org.uk.
Office of Gas and Electricity Markets (Ofgem)
Ofgem is an independent regulatory body, set up by the government to monitor and regulate the activities of gas suppliers. It has the power to make a gas supplier supply gas to a particular customer, or not to disconnect a gas supply. Ofgem also monitors gas suppliers’ Codes of Practice and seeks to ensure that people with gas arrears are dealt with fairly, reasonably and sensitively.
Consumer complaints are dealt with by energywatch.
Tel: 0845 906 0708
RNID Typetalk 18001 08459 0607 08
Website: www.energywatch.org.uk
Council for Registered Gas Installers (CORGI)
CORGI is an independent organisation which promotes gas safety. Anyone who installs or services gas equipment must register with CORGI. CORGI ensures that the Gas Safety Regulations and the British Standard Codes of Practice are met, although it does not prosecute firms itself but refers the case to the Health and Safety Executive.
If you wish to complain about a gas installer, or want details of CORGI registered gas installers, contact CORGI at:-
1 Elmwood
Chineham Business Park
Crockford Lane
Basingstoke
Hampshire
RG24 8WG
Tel: 0800 915 0485
Fax: 0870 401 2600
Email: enquiries@trustcorgi.com
Website: www.trustcorgi.com
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