Pay As You Go Energy

Pay As You Go Energy™
All you
needneed
to know about
All
you
Pay As You Go meters
to know about
Pay as you go
meters
Contents
What is a Pay as you go meter?
How a Pay as you go meter can help you
Your guide to
Pay as you go meters
This leaflet tells you everything you need to know about
Pay as you go meters, how they work and how they can help
you. If you have any questions, please call us and one of our
advisors will be happy to help you:
Pay as you go customers 0800 048 0303
If you want a Pay as you go meter installed 0800 048 0202
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Buying credit for your Pay as you go meter
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Changing supplier to British Gas
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Moving home
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Removing a Pay as you go meter
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Different types of Pay as you go meters
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We explain everything you need to know
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If you have problems paying for your gas
or electricity
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Standards of service
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Useful contact details
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If you have a complaint
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Or, contact us at:
British Gas, PO BOX 3055, EASTBOURNE, BN21 9FE
britishgas.co.uk
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What is a Pay as you go meter?
A Pay as you go meter allows you to pay for your gas and
electricity as you use it. It’s easily fitted into your home, and
is a simple, safe and practical way to pay for your energy.
Whenever we install a Pay as you go meter, we provide details
of our gas or electricity prices, and let you know beforehand if
there are any additional charges involved.
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How a
Pay as you go meter
can help you
We want you to be financially in control of your energy bills.
A Pay as you go meter can help because, as the name
suggests, it allows you to pay for energy as you use it.
It’s also an ideal way to pay off any outstanding debt at a
payment rate agreed between us. Once any debt has been
paid off, we can exchange the Pay as you go meter for a
credit meter.
If we think a Pay as you go meter will help you pay for your
energy supply, we will offer to install one. They’re particularly
good at helping you manage your payments better, and repay
any outstanding debt. Between us, we will agree a weekly
repayment amount.
We may also install a Pay as you go meter if you fail a credit
check and cannot pay a security deposit.
If you’d like a Pay as you go meter installed,
call: 0800 048 0202
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Sometimes we install a Pay as you go meter instead of disconnecting your
energy supply. In this case, you can always discuss alternative payment.
Our advice on payment is always tailored to your needs. For instance, we
wouldn’t fit a Pay as you go meter if you couldn’t physically get
to a top-up outlet to charge your meter Card.
It’s easy, you simply go to a top-up outlet and buy credit to top up
your Smartcard or Key.
However, Pay as you go meters incur additional unit and
infrastructure costs. We incur these costs through higher rental
charges for the meters themselves and through charges for
collecting cash via Paypoint, Payzone and Post Office
outlets. What this means is that it is more expensive
for us to provide a Pay As You Go Energy™ service
than it is to provide a ‘credit’ service and because
of this we cannot pass on the same savings.
We are however, committed to reducing
the difference between our prices for
our Pay as you go energy and our
standard credit customers. We are
constantly looking at investment
in technology to reduce this
differential.
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What if you run out of credit?
If your meter starts to run low, you will be offered
Emergency Credit.
Buying credit for your
Pay as you go meter
If you have any queries once we have installed your
Pay as you go meter, call our helpline on 0800 048 0303.
Or visit us at britishgas.co.uk
If you’re going away, remember to buy enough credit to
cover the cost of running appliances left on standby while
you’re away, as well as any weekly fixed unit charges or
debt repayments.
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£5 of Emergency Credit is available when you have £1 or
less left on your meter, although this may vary depending
on where you live.
The Emergency Credit you use will be recovered the
next time you put credit into the meter, as will any debt
repayments that you owe.
Try to use Emergency Credit only in an emergency, because
you need to pay it back before you can borrow more.
What happens after you’ve paid your debt?
If you’re paying an outstanding balance through your
Pay as you go meter, it will continue to take payment for
your ongoing supply once you have paid off your outstanding
balance/debt.
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What if you change supplier
to British Gas?
If you’re changing supplier to us, we’ll provide you with a British Gas Key or Card.
It may be necessary in some cases to visit your home to gain access to the meter.
If this is necessary we will give you plenty of notice. Once British Gas begins to
supply your energy, it is important you don’t use your previous supplier’s
Card/Key to ensure you are paying the correct tariffs.
What happens if you
move home?
If you’re moving into a home with a Pay as you go meter
already installed, call our Customer Services Team
three days beforehand so that we can update our
records and send you a new Key or Card
to buy credit for the meter.
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Removing a
Pay as you go meter
If you want to exchange your Pay as you go meter for a
credit meter, you need to call us first.
This is because you might need to pay a security deposit and
any outstanding balance beforehand. When you call, we will
let you know how long it will take for your new meter to be
installed. It's usually around 2 weeks, but we will give you a
better indication when we speak to you.
Example Gas Pay as you go meter
Different types of
Pay as you go meters
Gas
If you choose a gas Pay as you go meter, we’ll fit a gas
Pay as you go meter that enables you to make payments on
your Card at one of our outlets.
Electricity
There are different types of electricity Pay as you go meters
including Key and Smartcard.
Example Electricity Pay as you go meter
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For more information on Pay as you go meters,
call 0800 048 0303.
We explain everything you need to know
When we install your Pay as you go meter, you can be sure
we’ll give you all the information you need to use it, including
details on:
How your meter works - we’ll give you instructions on how
to use it.
Charges for your supply - you’ll know how much your gas
or electricity supply will cost.
Installation - normally we will install your meter for free
on the agreed date. If we do have to charge, we will tell you
before the visit.
Debt repayment rate - we’ll agree with you what your debt
repayment rate is, and tell you how long it will take to clear
the debt.
Calibrating your meter - there are occasions, such as price
changes, when your meter will need resetting. Depending on
the type of meter, this will either be done automatically or at
an arranged time.
Payment outlets and charging facilities - to find details of
your nearest outlets such as PayPoint, payzone and Post
Office, where you can buy credit for your gas and electricity
supply, check online at www.paypoint.co.uk
www.payzone.co.uk or www.postoffice.co.uk
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If you have problems
paying for your gas
or electricity
How to save energy, and save money
Our Energy Efficiency leaflet gives you advice and tips
on how to save energy. For your free copy, call our
Energy Efficiency Advice Line on 0800 072 8629 or visit
britishgas.co.uk/energy-efficiency
If you’re finding it difficult to pay for your energy supply,
please tell us as quickly as possible. The sooner you talk
to us, the sooner we can help.
There are also independent agencies that can help and we
can ask one to contact you. If you’ve got multiple debts,
an independent money advice agency such as National
Debtline, Citizens Advice or Citizens Advice Scotland can
help. Their numbers are listed on page 14.
Repaying an outstanding debt
If you ever need to repay an outstanding debt to us, we always
take into account your ability to pay, and agree a repayment
rate with you. If you receive benefits, we normally set the
amount at the Fuel Direct rate. We also consider information
given to us from independent sources such as a money
advice agency, Department for Work and Pensions or
Citizens Advice.
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Looking after your specific needs
If you are elderly, disabled or living with an illness, we can
offer you a range of free services. Perhaps you need a meter
moved to where you can reach it more easily, or need a
more suitable way of paying for your energy. These services
are listed in our leaflet ‘Different ways we can help you’ (C01).
For your copy, call 0800 072 8625.
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Standards of service
you can depend on
At British Gas, we are committed to providing the highest
standards of service at all times. If you are dissatisfied with
any aspect of our service, let us know and we’ll do our best
to put things right. In some cases, such as if we miss an
appointment, you may be entitled to compensation. For
more information ask for our leaflet ‘We’re listening’ (D02).
Where to buy credit for your Card
When you register for a Pay as you go meter, we’ll give you
details of your nearest outlets where you can buy credit. In
most urban areas you’ll find facilities within one mile of your
home, and within two miles in rural areas.
Repairing your meter
Faulty meter Card
If you think you have a faulty Card, you can call us on
0800 048 0303 or visit britishgas.co.uk
If you report a fault with your Pay as you go meter, an
engineer will attend within three to 24 hours depending on
the type of fault and geographical area. If not, we’ll give you
compensation. If, when we visit we find that your meter
is working properly, we may charge you for the visit.
Lost or damaged Card
Please look after your Card and keep it in a safe place.
If it gets lost or damaged, you may be charged for
a replacement.
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Useful contact details
British Gas Pay As You Go Energy™ Line
Pay as you go customers
If you want a Pay as you go meter installed
britishgas.co.uk
0800 048 0303
0800 048 0202
National Debtline Monday to Friday 8am - 8pm, Saturday 8am - 6pm
For customers who are blind or partially sighted
0800 072 8625
18001 0800 072 8626
British Gas Energy Efficiency Advice Line
(lines open Monday to Friday 8am - 5pm)
0800 072 8629
National Grid 0800 111 999
(Textphone)
If you suspect a gas leak, National Grid runs a 24-hour
emergency service. There is no charge for coming out
and making a gas leak safe.
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020 7407 4070
F.I.A.C. is a trade association for over 900 independent
advice and law centres throughout the United Kingdom.
All F.I.A.C. members provide free and confidential
advice, but not all provide money advice.
To find out where your nearest centre is you can call F.I.A.C. Payplan
0800 917 7823
Payplan provide free debt management plans. They are
funded by contributions from banks and the credit industry
Consumer Credit Counselling Service (CCCS) Citizens Advice
Please refer to your telephone directory for your
local Bureau or visit
www.citizensadvice.org.uk
0808 808 4000
National Debtline provides a free, confidential and
independent phone service
Federation of Information & Advice Centres For customers who have hearing difficulties
Citizens Advice Scotland Please refer to your telephone directory for your
local Bureau or visit
Each of the following provide free, confidential, independent
and impartial financial advice:
0800 138 1111
CCCS is a registered charity. It offers a more structured
programme on how to manage your money Local Authorities
The Trading Standards Department (also known as the Consumer Protection
Department) can give you basic advice on dealing with your debts. Your local
authority may also provide a specialist money advice service, which will be free
and confidential. See your local telephone directory for details.
www.cas.org.uk
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If you have a complaint
Occasionally we get things wrong, please tell us so we can put them right.
If you are not satisfied with our service, please take the following steps:
Step 1: Call us on 0800 072 8633 and we will do all we can to resolve your
issue straight away.
Step 2: If you are not satisfied with the way your complaint is handled,
please contact us online at britishgas.co.uk/complaints or by
post Complaints Management Team, British Gas, PO Box 3054,
Eastbourne, BN21 9FD.
If you have followed these steps and your complaint remains unresolved
after 8 weeks, or if we have issued you with a deadlock letter, you can bring
your case to the Energy Ombudsman by phone: 0845 055 0760, textphone:
18001 0845 051 1513, via www.energy-ombudsman.org.uk, or by post:
Energy Ombudsman, PO Box 966, Warrington, WA4 9DF.
The Ombudsman is an independent body, established to provide a free of
charge service to impartially resolve customer complaints in cases where
the customer and supplier cannot agree on final resolution. Their final
decision is binding on the Energy Supplier, and not you as the customer.
Step 3: If we are unable to resolve your complaint contact
Matthew Bateman, Managing Director Pay As You Go Energy™
by post: British Gas, PO Box 3054, Eastbourne, BN21 9FD,
by phone: 0800 107 0184 or via email:
BritishGas.PrepaymentCustomerRelations@centrica.co.uk
Consumer Direct, the government's helpline for consumer advice, offers
clear, practical and impartial help and advice, you can call on
08454 04 05 06 or go to www.consumerdirect.gov.uk
If your complaint relates to a problem with the delivery of your gas or
electricity, we will pass it on to your network supply operator to investigate
and, of course, pass on any response or compensation due to you.
If you would also like to view a copy of the “Gas & Electricity (consumer
complaint handling standards) Regulations 2008”, please visit the OPSI
(Office of Public Sector Information) website at www.OPSI.gov.uk
Advice?
Naturally, we want to resolve your problem immediately, however if we are
unable to achieve this we will aim to reach resolution with you within 14
days. When you contact us to make a complaint we will apologise; provide
you with an explanation and confirm what actions need to be taken – this
may include a goodwill gesture or compensation.
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If you have special
requirements
If you’re hard of hearing or speech
impaired and use a Textphone, call
18001 0800 072 8626.
If you’d like to receive this information in
another format such as large print, Braille
or audio, call the British Gas Home Energy
Care Team on 0800 072 8625.
If you speak a language other than English,
tell us when you call and we’ll arrange for
an interpreter to help you.
Correct as at time of printing, January 2009.
Calls free from BT Calling Plan. Mobile and other providers' charges
may vary.
A Centrica business
British Gas Trading Limited
Registered in England No. 3078711
Registered Office:
Millstream
Maidenhead Road
Windsor
Berkshire SL4 5GD
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D04E(01/09) 29004217
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