Choosing your energy supplier

Understanding your energy supplier is fundamental to managing household costs and ensuring a reliable service. Energy suppliers handle the practicalities of getting gas and electricity to your home, from billing to customer support, but navigating the options can feel complex. This guide explains their role, how to choose the right one for your needs, and the process of switching.

Choosing your energy supplier is a big decision, and Fuse Energy aims to make it simple and rewarding. We offer clear pricing, real-time usage data, and 24/7 human customer support, all designed to give you control over your energy. Click here to switch to Fuse Energy today.

What is an energy supplier?

An energy supplier is the company that sells you the gas and electricity you use in your home. They manage your account, send your bills, and provide customer service.

The role of an energy supplier

Your energy supplier acts as the retail arm of the energy market. They purchase energy from wholesale generators and then sell it on to you, the consumer. Their responsibilities include:

• Billing and payments: Calculating your energy usage and sending you regular bills, as well as collecting payments.
• Customer service: Handling enquiries, complaints, and providing support for your energy account.
• Tariff management: Offering various pricing plans (tariffs) for electricity and gas, and managing your chosen tariff.
• Energy purchase: Buying electricity and gas from power stations and gas fields on the wholesale market.
• Regulatory compliance: Adhering to rules set by the energy regulator, Ofgem, which includes setting a price cap for standard variable tariffs.1

Energy supplier vs network operator

It's common to confuse your energy supplier with your network operator, but they perform distinct roles.

• Energy supplier: The company you pay your bills to. They are responsible for the commercial aspects of your energy supply, such as pricing, billing, and customer service. You choose your energy supplier.
• Network operator (or distribution network operator - DNO for electricity, gas transporter for gas): This company owns and maintains the physical infrastructure that delivers energy to your home - the pipes, wires, pylons, and substations. They are responsible for ensuring a safe and reliable supply, fixing power cuts, and maintaining the local network. You cannot choose your network operator; it's determined by your location.

How to choose the best energy supplier

Choosing an energy supplier goes beyond simply finding the lowest price. A truly "best" supplier offers a combination of value, reliable service, and aligns with your personal priorities.

Factors beyond price: What to consider

While price is a major consideration, focusing solely on it can lead to dissatisfaction. Here are other crucial factors:

• Contract terms: Understand the length of the contract, any exit fees for leaving early, and how prices might change (e.g., fixed vs variable).
• Billing accuracy and transparency: Look for suppliers with clear, easy-to-understand bills and accurate meter reading processes.
• Digital tools: Many modern suppliers offer apps and online portals for managing your account, submitting readings, and tracking usage.
• Reputation: Check independent reviews and customer satisfaction scores.

Customer service and support

Good customer service can make a significant difference, especially when issues arise. Consider:

• Availability: Do they offer support during hours that suit you? Some suppliers, like Fuse, provide 24/7 human customer support, which can be invaluable.
• Communication channels: Can you contact them via phone, email, live chat, or an app?
• Complaint handling: How quickly and effectively do they resolve problems? Ofgem monitors supplier complaint performance.

Green energy credentials

Many homeowners are keen to choose a supplier that offers green energy. However, it's important to look beyond surface-level claims:

• Renewable energy mix: Check the supplier's fuel mix disclosure, which details the sources of their electricity (e.g., wind, solar, nuclear, gas).
• Investment in renewables: Does the supplier actively invest in new renewable generation projects, or do they simply purchase renewable energy certificates?
• Impact: Consider if the green tariff genuinely contributes to increasing renewable energy generation or simply re-labels existing supply. Fuse, for example, focuses on delivering abundant, clean energy, aiming for long-term value and empowering customers with more capability.

Understanding energy tariffs

Energy tariffs are the pricing structures suppliers use to charge for your gas and electricity. Understanding the different types can help you choose the most suitable one for your home.

Fixed vs variable tariffs

• Fixed tariffs: Your unit rate for electricity and gas, and often your standing charge, remains constant for a set period, usually between 12 and 18 months. This provides price certainty, but you might pay an exit fee if you leave before the contract ends.
• Variable tariffs (standard variable tariffs - SVT): The unit rates and standing charges can change, usually with market conditions. These tariffs are subject to Ofgem's Energy Price Cap, which limits how much suppliers can charge per unit of energy. There are usually no exit fees.

Dual fuel and single fuel options

• Dual fuel: You get both your gas and electricity from the same supplier, often on a single bill. This can sometimes lead to a discount or simplify account management.
• Single fuel: You choose separate suppliers for your gas and electricity. This allows you to pick the best deal for each fuel independently, but means managing two accounts.

Smart meter tariffs

Smart meters enable more sophisticated tariffs that can offer savings based on your usage patterns:

• Time-of-Use tariffs: These tariffs charge different rates depending on the time of day, encouraging you to use energy during off-peak periods when it's cheaper.
• Export tariffs: If you generate your own electricity (e.g., with solar panels), some tariffs will pay you for any surplus energy you export back to the grid. All energy suppliers in Great Britain must offer a Smart Export Guarantee (SEG) tariff for eligible microgenerators.

Switching energy suppliers: a step-by-step guide

Switching energy suppliers is a straightforward process designed to be quick and hassle-free.

Preparing for your switch

Before you switch, gather some key information:

1. Current usage: Find your annual electricity and gas consumption in kilowatt-hours (kWh) from your bills or annual statements. According to Ofgem, the average UK home uses around 2,500 kWh of electricity and 9,500 kWh of gas per year.
2. Current tariff details: Know your current unit rates, standing charges, contract end date, and any exit fees.
3. Meter readings: Have recent meter readings ready.

The switching process explained

1. Compare deals: Use an independent comparison service to find tariffs that suit your needs.
2. Choose your new supplier: Once you've found a deal you like, sign up with the new supplier. They will handle the entire switching process for you.
3. 14-day cooling-off period: After signing up, you have a 14-day cooling-off period during which you can cancel your switch without penalty.2 This period runs from when you submit your switch request (the day the contract is agreed).
4. Switch completion: The entire switching process typically takes up to 5 working days. Your new supplier will contact your old supplier and arrange the transfer.
5. Final meter readings: You'll be asked to provide a final meter reading on the day your supply switches over. This ensures your old supplier bills you accurately up to the switch date, and your new supplier bills you from that point onwards.

What happens after you switch?

Once your switch is complete:

• Your new supplier will send you a welcome pack with your tariff details.
• Your old supplier will send you a final bill.
• Monitor your first few bills from your new supplier to ensure accuracy and that your Direct Debit (if applicable) is set up correctly.

Finding your current energy supplier

If you're unsure who supplies your electricity or gas, there are simple ways to find out.

Identifying your electricity supplier

You can find out who supplies your electricity by using the National Grid's "What's My Supplier?" tool. You'll need your postcode and potentially your MPAN (Meter Point Administration Number), which can often be found on a previous bill or by checking your meter.

Identifying your gas supplier

To identify your gas supplier, use the "Find My Supplier" service, run on behalf of the gas industry. You'll need your postcode and possibly your MPRN (Meter Point Reference Number), which is usually on your gas meter or a previous bill.

Frequently asked questions about energy suppliers

Who is the cheapest energy supplier?

There isn't a single "cheapest" energy supplier for everyone, as the best deal depends on your energy usage, location, and preferred tariff type. Ofgem's Energy Price Cap ensures that standard variable tariffs are fair, but fixed deals can sometimes offer better value. It's always best to compare tariffs regularly to find the most competitive option for your specific circumstances. Fuse aims to deliver the cheapest, cleanest energy possible, focusing on long-term value and customer empowerment rather than just short-term price.

Can I switch if I have a smart meter?

Yes, you can absolutely switch energy suppliers if you have a smart meter. In most cases, your smart meter should continue to function in "smart" mode with your new supplier, automatically sending readings. If you have an older generation smart meter (SMETS1), it might temporarily lose some smart functionality after switching, but suppliers are working to upgrade these to maintain smart services.

What if I change my mind after switching?

You have a 14-day cooling-off period from the day you agree to switch, during which you can cancel your switch without penalty. If you decide to cancel after this period but before the switch is complete, you may incur exit fees if you were on a fixed-term contract with your previous supplier.