New Connections Principal Terms
V0.1 April 2024
The Principal Terms are a summary of the key points within your contract; however, these are not a substitute for the full Terms and Conditions. It’s recommended that you read both documents.
Where you take our meter installation/supply, you are telling us that you agree to our terms, even should you decide not to read the full Terms and Conditions.
Meter Installation Process
We cannot agree a meter installation date until you have entered a supply contract with us.
If your site has been De-energised, you will only be accepted for reconnection where you can provide evidence that you are a new customer. Re-energising may be subject to a connection fee, which will be quoted before you contract with us.
The meter we will install is based on the information you have provided about your new supply.
SMETs2 Smart meters will usually be installed where appropriate.
Meter installation contract validation
Where you opt for us to install your meter(s), we will use reasonable endeavours to ensure installation within 30 days. Where a Force Majeure Event prevents installation within 90 days, we reserve the right to cancel your contract. We may then offer you a revised contract.
Energy Contract Duration
Your contract with us is continuous, which means it will only end when you switch supplier, if we choose to end it, or if you agree a new contract with us, or where we are instructed to under a Supplier of Last resort action.
You are able leave at any time without providing notice and with no penalty.
You have 14 days to cancel this contract following your acceptance.
Our Charges
Our Green contracts are exempt from the price cap through our green derogation.
This contract is higher than being on a fixed term contract, the rates are variable and are subject to change, the contract is open ended.
The charges for the supply of your gas/electric are detailed within your welcome letter or you can sign up to the online portal where the details are available.
We will always notify you of any changes to your charges in advance of the change being made and, when on a variable contract, you are free to leave should you want to although we’d love you to stay.
Billing and payments
You will receive your bills monthly.
Monthly Direct Debit: Where you paid previously by Direct Debit on your fixed contract, you will continue to pay by Direct Debit. This is a set monthly amount, which is assessed in line with your consumption and reviewed quarterly to ensure you pay the right amount. This will be collected on the original set update.
Variable Direct Debit: Ecotricity will take the full amount of the Gas/Electricity bill 14 days after the bill was generated.
Payment on receipt of bill: You will be expected to pay the full amount on the bill within 14 days of the date on the bill. This can be done by cash, cheques, Bacs, debit card online through your customer portal, the automated payment line or by calling up.
If you’re having trouble in paying your energy bills, we’ll do everything reasonable to help, this could be through the setting up of a payment plan, directing you to appropriate debt charities or installing a Smart prepayment meter to manage your payments upfront.
You may receive your bills in paper or electronic form this includes accessing your bills online, where we have your details and agreement through your online account.
Smart Meters
For some smart meters, we may not be able to communicate with your meter initially. For these meters we’ll request monthly meter readings, until we are able to enable communications
Where we are communicating with your meter, we will take half hourly reads.
Moving Home
Where you’ve moved into a property that’s already supplied by Ecotricity please contact our customer service team and provide your details and an up-to-date meter reading. This allows us to set your account up as soon as possible. If You are moving home, please contact customer service team at least two Working Days before the day you move, where we will request a final meter reading and your forwarding address on the day you move out. Where you don’t contact us, you may remain responsible for any use in the property.
Leaving us
Where you don’t have an outstanding balance relating to the out of contract or deemed contract, you are free to leave at any time. The transfer should not take more than 5 working days.
Prepayment Meters
If you are supplied by a prepayment meter, you may switch supplier if the debt that you are repaying is less than £500 per meter and your new supplier agrees to take on this debt.
Possible additional charges and discounts
Please note that Ecotricity may charge you in relation to any additional costs incurred due to ancillary matters relating to your supply. There is a non-exhaustive list of examples of additional charges within our help and support guides.
Struggling to Pay
If you need help with an energy problem - for example with your bills or meters, or if you're struggling to pay for the energy you use, Citizens Advice are the official source of free and independent energy advice and support. They will support and provide any independent advice required.
Go to citizensadvice.org.uk/energy or call them on 03454 04 05 06 between 9am – 5pm, Monday – Friday.
Calls are charged at your normal rate and all calls are confidential.
Complaints
If you do need to make a complaint, you should contact our Customer Services Team to enable us to resolve it. The team will do their best to resolve the complaint, however if you’re still unhappy with our response you can speak to our Customer Contact Specialist Team.
Should you still remain unhappy with our resolution of the complaint, or if your complaint has not been resolved within 8 weeks of the date you told us about it, you could refer the matter to the Ombudsman Services: Energy on 0330 440 1624 or at ombudsman-services.org/sectors/energy. They are free and independent, and we are bound by their decision.
Supplier of Last Resort
Should you be switched to us as a result of your previous supplier exiting the market, we will take reasonable steps to carry out any agreement make with Ofgem, include honouring any credit balance held on your account with your previous supplier.
Please note that the above elements are provided as a limited guide only, please take the time to read the full Domestic Terms and Conditions along with your Supply Contract as this is a legally binding agreement.