Frequently Asked Questions

IMPORTANT ANNOUNCEMENT
Well here is the announcement that you have all been waiting for!
 
Letters are being sent out shortly but we wanted to be the first to tell you:)
 
We launched as a white label energy provider in November 2016 with a vision to save the UK as much money on their energy bills as possible. Over the last few weeks, we took the tough but exciting decision to change our operating model to hopefully help save you EVEN MORE MONEY.
 
As of now The Energy Deal is no longer partnered with a single provider but can instead help you switch to the very best deals for you and your family. In an ever changing market place we will be keeping you up to date with low-cost deals, with our usual honest and transparent approach.
 
What happens if you are currently a TED customer on a TED tariff?
 
That bit is up to you, you can stay as you are and just get transferred to the brand of our previous supply partner. (They already operate the customer services for TED so that’s who answers your calls and emails that we don’t get sight of) You will then move away from the TED brand but nothing changes to your payments or supply.
 
OR
 
If you are a deal seeker we are happy to take a look at the market for you to see if you can save even more money and get you switched over. With this option, you will get all the usual support from the TED page, and your customer services will be handled by your new providers back office just like now. Ted customers will now be classed as those that
use this service.
 
We are so excited to be able to offer this, it has taken weeks of hard work, blood sweat and a few tears but we have made it.
 
Our whole company runs with our customers at the heart of every decision that we make and we truly hope you will continue to follow the great efforts that we put it in order to help families all over the UK.
 
Best Wishes
Abigail Horne
CEO – The Energy Deal
WHY SHOULD I SWITCH WITH TED?

The Energy Deal is now an affiliate of an OFGEM accredited comparison service, giving us access to every available tariff on the market. This helps us to help more of you – we can now guarantee we can find the cheapest deals for everyone, no matter where you live in the UK.

From the outset TED had a clear social motive to save you money, by offering the best energy deals we can definitely have an impact on fuel poverty.  We believe by offering the full market view our product and service offer is now better aligned and we will be working hard with our other partners too via funds for charities and refer a friend, get involved and join the T.E.D community.

The Benefits;

  • We offer all available fixed and variable deals to protect you from price rises
  • No exits fee deals available
  • Online account management deals
  • Smart Meter deals
  • We will remind you when its time to switch again to avoid expensive Standard Rates
  • Refer a friend scheme
  • Local calls to our UK based contact centre 0333 370 4008 (Mon -Fri 8am -10pm, Sat 9am-6pm, sun 10am-6pm)
  • Becoming a member of the T.E.D community
  • Interactive social media
HOW DO I SWITCH WITH T.E.D?

You can switch online using our homepage get a quote link. Grab yourself a cuppa it takes about 5 minutes to do!

Alternatively you can switch over the phone by speaking to one of our experienced and friendly customer sales advisors call us now on lo-call 0333 370 4008 line are open Monday to Friday 8am – 10pm, Saturday 9am -6pm and Sundays 10am -5pm.

I'VE DECIDED TO SWITCH WITH T.E.D - HOW LONG WILL IT TAKE?

The change of supplier process normally takes 21 days in total.  All energy suppliers must provide you with a 14-day cooling off period in case you change your mind. If you don’t cancel or change your mind in that time, we will notify your current supplier and switch you over – this usually takes a further 7 days.  Once you’ve completed the online form we take care of the rest.

WHAT IS THE PRIORITY SERVICES REGISTER?

If you have any special requirements, your energy supplier can provide the following services free of charge;

  • A meter reading service if you are not able to do this yourself
  • Your Prepayment meter relocated if it’s difficult to access to top up
  • Use of the password scheme
  • Redirected bills / statements of account to a nominated person
  • We will also endeavour to keep you up to date on service changes or outage

In order for your supplier to support your special requirements you will need to join their Priority Services Register.

You can join Priority Services Register if you;

  • Are of pensionable age
  • Have a disability or long-term health issues

If you are visually or hearing impaired we also offer;

  • Audio, braille, or large print bills for visually or hearing impaired customers
DO I NEED TO CONTACT MY CURRENT SUPPLIER?

That’s not for you to worry about, we will contact your current supplier.
It takes about 3 weeks to switch you over and you won’t be left without an energy supply during this time.
Your current supplier may contact you during the switching process with regards to any outstanding debit balance you may have with them, this usually has to be settled or they may object to you switching over to a new supplier. They may also try to offer you another one of their tariffs, please check back with us before agreeing to this as the savings and deal may not be as good as you could get by switching to another supplier.
If this happens and you aren’t sure what to do, we are here to help!
Please contact us on 0800 610 2449 or via email hello@theenergydeal.com 

I'VE JUST SWITCHED, WHAT SHOULD I DO NEXT?

WELCOME TO T.E.D Community!

That’s fantastic news and we are so happy to have you as a customer! We will endeavour to provide you with the best switching experience possible and make you feel welcomed into The Energy Deal community!  Don’t forget to follow us on Facebook for great hints and tips and competitions.  Why not tell a friend about us so they can save too?

You will receive an email with all the details of your new supplier and energy deal and the date your switch should complete.

You will need to send your opening meter readings to your new supplier, they will email or text you a reminder around 5 days before your supply start date with them.

I'VE CHANGED MY MIND, I DON'T WANT TO SWITCH, WHAT DO I DO NOW?

We’re sorry to hear this, if there is anything we can do feel free to call us on 0800 610 2449 or come and have a chat with us over on the T.E.D community page on Facebook. We’d love to help you save money, tell us why you’ve changed your mind and what we can do to help?

If you do change your mind  during the 14 day cooling off period, you can cancel the switch.  You can contact your new supplier all the details of how to cancel will be in your registration email.

If you decide to stay with your current supplier after your 14 day cooling off period has expired, you will need to revert back to your tariff information details provided in your welcome pack from your new supplier, you will be charged for the energy you have used whilst on supply with them.

Ultimately we will be sad to see you stuck on a more expensive tariff if we could’ve helped to save you money. We would love your feedback on the service you have received in order for us to improve and make our customers happy, lifelong members of The Energy Deal community.

I'M AN EXISTING TED CUSTOMER, CAN YOU HELP ME?

Our aim is to make our customer’s life easier, so hopefully you already know everything you need to and you have settled into The Energy Deal community safe in the knowledge that you will no longer be stuck on expensive energy tariffs, less worrying about your energy bills and more money back in your household budget.  We guarantee to keep you moving to the very best deals and beating the price hikes!

However, just in case you do have any questions we’re here to help!

If you can’t find what you are looking for on this website please don’t hesitate to contact us hello@theenergydeal.com, you find a lot of information on our social media pages, come and chat with us on the T.E.D community Facebook Page or follow us on Twitter

HOW CAN I PAY MY BILLS?

Direct Debit
The easiest and most hassle free way of paying your energy bill each month is by direct debit, you will still receive a monthly or quarterly bill depending on which tariff you have chosen, so you can keep an eye on what you are using and spending on energy.   The money will automatically come from your chosen bank account on a date you can choose usually 1st – 28th of each month. You can opt to pay a regular ‘fixed’ amount each month or settle your bill in full by ‘variable’ direct debit.

Its best to send your supplier regular meter readings, this means you will only pay for energy you have actually used, rather than relying on an estimate which may be higher or lower than what you really have used. It also help to ensure you are paying the right amount each month if you pay by direct debit.

If you are paying by ‘Fixed’ Direct Debit you may accrue a credit balance during the summer months, this is quite normal as you use less energy in the summer and direct debit amounts are calculated over a 12 month period. The credit balance helps to offset higher usage in the winter months.

Most suppliers will reassess your direct debit every 6 months to make sure you are paying the correct amount to match your usage. If they don’t you can ask them to do this for you if you think the amount may be too high or too low.

If you are paying by a direct debit but fall behind slightly on your payments you can still contact your supplier and they will usually allow you to make one off payments online or over the phone via debit or credit card.

Speak to your supplier if you think direct debit is a good payment choice for you.  You can set up a direct debit from your debit/credit card you will need your sort-code, account number, start and expiration date of your card, issue number if applicable and the name on the card. Most of these details can be found on your bank card, but if these can’t be found on your bank card please contact your bank before calling to save disappointment.

 

I THINK MY METER READINGS ARE INCORRECT, CAN YOU HELP?

If your bill comes through and you think your meter readings are incorrect get in touch with your energy supplier to correct them either via your online account if you have one, or give them a call.  Take new meter readings and have these to hand when you make contact.

If you think your meter readings are incorrect because your meter is broken you need to contact your supplier immediately so they can look into this for you as a matter of urgency.

HOW AM I CHARGED?

When you switch with T.E.D your new energy supplier should send you a welcome pack, within this will be a copy of your tariff information label covering unit rate, standing charge and any discounts.

If you selected a fixed term tariff the term end date will also be shown in your welcome pack. If you have opted for a variable tariff your tariff rate could go up or down, you do get 30 days notice of increased charges and TED will help you to find a better deal to avoid any increases.

This information will also be included on every bill or statement that you receive.

Tariffs are usually made up of the following charges:

• a ‘standing charge’ – which is a fixed daily amount and
• a ‘unit rate’ – an amount per unit of gas or electricity you use. The rate may depend on the time of use.

I'M MOVING HOME, WHAT DO I NEED TO DO?

Moving house can be one of the most stressful things you can do, who has time to think about their energy supply between packing and unpacking?

We want to take a little of the stress away when moving home by making the energy side of the move easy peasy!

So what do you need to do?

As soon as you have a moving out date contact us we can begin the switch for your new property up to 21 days ahead of your move so you can be guaranteed of a great deal at your new home.

Please also provide the details of your current home new occupants when possible, we’d love to save them money to!

On the day you move out of your current house you will need to send us your final meter readings to your current supplier , this is really important so they can send you a accurate final accurate bill.

Once you’ve moved in take your meter readings so you are only paying for the energy you use and not what someone else has used.

If you are already settled in your new home but forgot to switch to a better deal, act now, the chances are you will be on the default standard variable / out of contract rate tariff with the existing supplier.  We can help, you can switch online here it takes approximately 5 minutes to do!

Alternatively you can switch over the phone by speaking to one of our experienced and friendly customer service advisors on 0800 610 2449.

I'M NOT HAPPY, HOW DO I MAKE A COMPLAINT?

We’re really sorry to hear you want to make a complaint, and hope we can resolve this issue for you. At The Energy Deal we take our customer service very seriously. We are committed to providing our customers with exceptional service and ensuring that you are our number one priority. Sometimes things can go wrong, so if this does happen we want to rectify this for you as quickly as possible.

Everything you need to know about making a complaint can be found here.

HOW CAN I FIND OUT MORE ABOUT PAY AS YOU GO SERVICES? (METERS, PRE-PAYMENT)

Everything you need to know about as Pay As You Go Metering can be found here.

WHAT IS THE SMART METERING INSTALLATION CODE OF PRACTICE (SMICoP)

This is the set of rules that all energy suppliers must adhere to when installing any approved Smart Meters or equipment. You can download the SMICoP view that here.

WHAT ARE MY RIGHTS?

For independent advice about your energy supply, the Citizens Advice consumer service provide a detailed document which you may find helpful. You can view that here.

SAFE EMERGENCY! WHAT DO I DO?

Helping you stay safe…

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999.

Also:

  • Open all doors and windows to ventilate the property
  • Do not turn on/off any electrical switches
  • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition
  • If there are any electrical security entry phones/locks, please open door manually

All gas appliances need an adequate air supply to operate safely and must have a flue to remove the waste gasses from the property.

Make sure air vents in doors, windows or walls are not blocked and that the flue from the fire or boiler does not become blocked or obstructed.

Important Safety Checks

Never:

  • Use a gas appliance if you think that it is not working properly
  • Cover an appliance or block the convection air vents
  • Block or obstruct any fixed ventilation grills, air bricks or outside flues

Warning signs:

Your gas appliance may not be working properly if you notice:

  • yellow or orange coloured flames (except in fuel-effect fires)
  • soot or yellow/brown staining on or around gas appliances
  • a pilot light that frequently blows out
  • increased condensation on the inside of windows

Source: The Health and Safety Executive

Gas Safety Checks

The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings checked for safety annually by a Gas Safe registered installer. The Energy Deal may be able to offer a gas safety check for you which will be carried out by a fully qualified engineer. This service will be free for customers who own and occupy their home, are in receipt of means tested benefits, have not had a gas safety check in the last 12 months and:

  • Live with at least one child who is aged under 5 years, or
  • Are over 60 years of age, disabled or chronically sick, and:
    • Live alone; or
    • Live with others, all of whom are over 60, under 18, disabled or have long term health issues

For more details, please contact us on 0800 028 1020. 

If, during a gas safety check the engineer finds that an appliance is dangerous, it will be condemned and cannot be used until it is repaired or replaced and no longer poses any further danger. If this happens and you need support or advice, you can call the Gas Safe Register enquiry number on 0800 408 5500 (lines open Monday to Thursday 9am-5.30pm and Friday 9am-5pm). Alternatively visit their website at www.gassaferegister.co.uk

Help guard against carbon monoxide: “the silent killer”

You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. Carbon monoxide gas can be produced by faulty gas appliances, so, to ensure your home is safe, you will need to be aware of the following risks:

  • Your gas appliance has not been properly installed
  • The gas appliance is not working properly or has developed a combustion fault
  • Your gas appliance has not been regularly maintained by a Gas Safe registered engineer

Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all or any of the following:

  • Recurring headaches
  • Nausea, sickness or stomach pains
  • Dizziness
  • Tiredness or drowsiness
  • Chest pains
  • Visual problems

Symptoms may come and go, for example, improving when you are away from home or the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide may be the cause.

For further information and advice on the dangers of carbon monoxide poisoning, please visit; www.co-bealarmed.co.uk

Need Help?

Our FAQ section will help answer most questions but if you would like to speak to a member of our Customer Services Team, call us free today on 0800 0281020. If you smell gas or detect a gas leak call the National Gas Emergency Service (24 hrs) on 0800 0281020.

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Need Help?

Our FAQ section will help answer most questions. If you would like help switching with T.E.D you can speak to our sales team on Lo-call 0333 370 4008. If you are on either T.E.D Afford Fixed or T.E.D Action tariffs and wish to speak to a member of our Customer Services Team, you can call us freephone 0800 028 1020.

If you smell gas or detect a gas leak call the National Gas Emergency Service (24 hrs) on 0800 111 999.

Get A Quote For:

Energy for your home

Lo-Call: 0333 370 4008

 

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