FAQs

We always keep an eye on your account to make sure you’re paying the right amount for the energy you use.

We’ll double check to make sure you’re on track after you join us, when you renew and every 6 months in between! We’ll contact you if we think your payments need to change.

We spread your annual energy costs over equal monthly payments. However, your usage varies during the year. So it’s normal to build up a credit by the end of the summer when most of us use less energy; and a debit through the winter when we use more. So sometimes your balance will be ‘In Credit’ or ‘In Debit’ on your monthly statement.

We review your account at least every 6 months to make sure you are still paying the right monthly amount for the energy you are using. We need you to provide regular monthly meter readings to help us review your account accurately. (Unless you have active Smart meters which give us automatic reads saving you the time and effort!)

You can find out more about how we calculate monthly payments under ‘How are my monthly payments calculated?’ in these FAQs.

We understand that from time to time there may be a problem and we want to help!  If you’re having with your monthly payments please contact us straight away. For independent advice on paying your energy bills visit Citizens Advice at www.citizensadvice.org.uk/energy.

Yes.

It's worth remembering that we figure out how much you pay a month based on how much energy we think you'll use over the year. So, while you might find that during summer you have some credit, it's best to leave it alone so you're not suddenly in debt during the winter. You can ask for a refund by contacting us and we'll sort it out within 10 days. We just need a meter reading to make sure your balance is right.

We review your monthly Direct Debit payments at least every 6 months to make sure you are paying the right amount.

We look at a number of factors to see if anything has changed and use this to calculate whether your current monthly Direct Debit payment is the right amount to cover the costs of your energy for the next 12 months. We then smooth your payments across the year by dividing the annual cost by 12 to get to your monthly payment.

Here’s what we check as part of the review:

 • have tariff prices changed or are they going to change soon – we’ll always let you know about any changes to your tariff before they are included in a review

 • has the amount of energy you use changed - providing us with regular monthly meter reads is really important to make sure we have an accurate view of your usage

 • is the amount of energy being used different to the information we received when you joined us

 • how much is your account in credit or debit - the time of year is important here because it’s normal to build up a credit by the end of the summer when most of us use less energy, and a debit through the winter when we use more

 • has a payment been missed

Your first payment will be taken on the date your energy supply switches to us. Usually this is approximately 21 days after the date you sign up.

By taking your first monthly payment when supply starts with us, we can give you the best price possible for your energy and fulfil our price promise.
 
Even if you make a payment to your old supplier in the same month as us, you will never pay twice for the energy you've used.

You can pay by Credit Card, Debit Card or Direct Debit. Many of our customers choose to pay by credit card as they may receive rewards from their card provider and it gives them greater certainty that payments will be made.

You can change your monthly payment date to suit you after we take your first payment.

Simply go to the "Payment details" section of your online account. There may some limits to the date you can select depending on when your next payment is due.

All your bills, statements and emails will be safely stored in your online account. Simply log in to access them.

Simply go to the "Payment details" section of your online account where you'll be able to make a one-off debit or credit card payment.

Enter the top-up amount and your card details on the secure pop-up window that appears. This payment will show on your next Bill or Statement.

If your card has expired, or you want to update your payment details, simply log in to your online portal and click the “Update card” button.

Enter your new card details in the secure pop-up. If this is confirmed, we’ll start using this card immediately for all your future payments.

The minimum amount you can top up is £5 and the maximum amount is £49.

We know it can be stressful when you have an outstanding payment due which might have slipped your mind. We are here to help. As soon as you think you may have missed a payment or are about to miss a payment, please contact us.

If you can’t afford to pay, we will work with you to set up a payment arrangement and can direct you to further support services. Some of things we might discuss:

Setting up a payment plan to spread the cost of the outstanding balance

Discuss setting up a Direct Debit if you haven’t got one already;

Discuss Energy Saving Advice and Tariff options

Contacting us to discuss your situation is always the best way to resolve the situation.

Remember not to cancel your Direct Debit until you’ve settled your final bill. 

If you do not contact us to explain your reasons for non-payment there are several actions, we may take. These will range from:

• ◾ Passing your account to a debt collection agency – we may pass on the cost of this
• ◾ Visiting your home to establish reasons for non-payment
• ◾ Taking you to court to obtain a county court judgement for non-payment
• ◾ Applying to the magistrate’s court for a warrant to enter your home – this could lead to us fitting a pre-payment meter

If you do progress through our debt recovery process, it is likely that you will incur charges. It really is best to speak to us as soon as you realise you may have trouble paying. You can find more information on these charges at https://orbitenergy.co.uk/debtcharges

Contacting us as soon as you know you cannot pay us is always the best way to resolve the situation.

We review your account at least every 6 months to make sure your monthly Direct Debit payment is the right amount to cover the cost of the energy you are using. We will get in touch with you when your account is due for review to let you know if your monthly payments need to change.

We’re sorry to see you go! If you’re still on the fence, then please contact us and we can discuss our options. If you’re set on leaving, then the easiest way to go is to switch to another provider. They will handle switching over for you. 

If you have recently left us and received your final bill, your refund will be processed and refunded to you automatically. This will be refunded in 10 working days from the date of your final bill.

It’s normal to have some credit on your account; you build this up in the summer and it helps during the higher bills in winter. However, if you would still like a refund of this, please ensure that you have an up-to-date bill and meter read on hand as we will need this information to process your refund. This will be processed and refunded to you in 10 working days.

Please reach out to us through our Live Chat if you have any questions about your refund. We will need an updated (from 30 days) meter read and either your final bill or monthly bill to hand.

Using the Fuel Direct scheme, you can have some of your bills paid directly out of your benefits if you are having financial difficulties. To apply, follow this link.

You will need:
•    Details of your current balance (this can be found on your latest bill)
•    Your Orbit Energy customer reference number (this can also be found on your bill or any communication we have sent you)
•    Your National Insurance number

Help paying bills using your benefits
Use your benefit payments to help pay your bills or rent - known as Fuel Direct or third party deduction schemes. Find out more.

We know that sometimes things happen that mean you can’t pay your bill. We are here to help. As soon as you think you may have missed a payment or are about to miss a payment, please contact us. You can do that by calling us or through our online form:

https://orbitenergy.co.uk/other-help-form

Please don’t simply cancel your Direct Debit or put the bill in a drawer. There’s usually something we can do to help.

Don’t worry if you get a bill that looks like you’re in debt. Usage varies over the year, it's normal to build up a credit by the end of Summer or a debit through the Winter. If you give us regular meter readings, we will make sure you are paying the right amount. We’ll adjust your Direct Debit to make sure you’re not paying too much or too little. If you’re paying for you energy when you receive a bill, we can set you up on Direct Debit to spread the cost in a regular payment. This avoids having larger bills over the winter months.

If you can’t afford to pay, we will work with you to set up a payment arrangement and can direct you to further support services. Some of things we might discuss:

 • Setting up a payment plan to spread the cost of the outstanding balance

 • Discuss setting up a Direct Debit if you haven’t got one already

 • Discuss Energy Saving Advice and Tariff options

Contacting us to discuss your situation is always the best way to resolve the situation.

If you're vulnerable, we can add you to our Priority Services Register (PSR). This allows us to offer services that could help if your energy supply is disrupted. If you'd like to be added to this, simply log in to your online account and select the option that's most relevant to you from the drop-down list.

We always recommend that you get in touch with us as soon as you find yourself struggling.

You can also get free, confidential help and independent advice on managing debt from a number of national and local organisations. All of the services below are free and confidential. Other organisations are also available to support - there may be one local to you that fits best. Citizen’s Advice can help with this.

Citizen’s Advice

It’s easy to get free, independent advice about your energy supply. You might want to find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

Visit www.citizensadvice.org.uk/energy, contact Citizens Advice Consumer Service on 0800 223 1133, 0800 028 1456 for Citizen’s Advice Scotland and 0800 223 1144 for Welsh language or download their Consumer Checklist.

They can help you understand your energy bills, explain what’s happening and see where you can get support.

You could also contact:

StepChange
www.stepchange.org
0800 138 1111

MoneyHelper
www.moneyhelper.org.uk/en

National Debtline
www.nationaldebtline.org
0808 808 4000

Scottish Debt Advice
www.scottish-debt-advice.org.uk

Trussell Trust
www.trusselltrust.org
01722 580 180

We want to make sure we bill you as accurately as possible, and regular meter readings help us do this. If you need help reading your meter click here to find out how to do it.

From time-to-time we give our customers prizes for submitting meter readings online. You can view the full terms and conditions of this here.

Since April 2021 the prices energy suppliers pay for gas and electricity has increased by over 50%. As a result, Ofgem (the government regulator for gas and electricity) have announced they are increasing their price cap. We’ve held off passing on the increased costs as long as we can but from 1st October 2021 our prices for variable and indexed tariffs will increase. You can read more here.

Because we believe in simplicity and fairness. We do everything online and by Direct Debit or regular card payments, which allows us to pass on savings to you that we build into all our tariffs. We give our best prices to everyone, not just dual fuel customers because we don’t think it’s right to penalise single fuel households, or to force customers to take both gas and electricity from us to get the best price.

When it’s time for you to renew, we won’t leave you in the dark. You will be automatically moved onto a standard variable tariff while you decide what you would like to do. Please contact us to talk through your options and help you pick the best choice for you and your household. 

We have created a guide with easy to follow instructions on how to read your meter. To view this guide please click here.

We don't offer the Warm Home Discount at the moment. Instead, we've set our prices as low as possible to make our energy affordable for everyone.

The UK energy industry has a central database that tracks energy consumption, calculated from previous meter reads. When you switch energy supplier and provide an opening read that doesn’t quite match your expected consumption, your old and new supplier will use an estimated read provided by this database.

This helps make sure your energy bills are accurate and you never pay twice for the same energy.

When you renew with us, we won't change your monthly payments straight away.

We'll keep on looking at how much energy you're using and your account balance, and let you know if your monthly payments need to be updated.

OFGEM, the independent energy regulator, has introduced a price cap to protect customers from unfair energy prices. We think this is a great idea!

Things like your meter type, postcode and energy usage can all affect what your price cap will be. You can find out more on the official OFGEM website.

OFGEM review their Price Cap twice a year in April and October. If it ever increases or decreases, we'll adjust your prices accordingly. The current Price Cap ends in 2023.

If you’re on a variable tariff, your unit rates and standing charges can change depending on energy costs in the UK. We’ll always let you know at least 30 days before this happens.

If you’re on a fixed tariff, your unit rates and standing charges are locked-in for the length of your contract.

What you actually use might be different from what we expected, so we'll keep an eye on your usage to make sure you're paying the right amount for the energy you're using.

If you are on an indexed tariff (e.g. 5% off for life) your unit rates and standing charges track against Ofgem’s price cap. As Ofgem review their price cap twice per year on 1 April and 1 October we automatically review your rates then too. For example, if you are on the 5% off for life tariff, your prices will always move to be 5% below the current Ofgem price cap.

If you are having trouble topping up, you can contact our Customer Service team. Just call us on 0333 103 8277.

Outside 9am - 5pm Monday to Friday (and on bank holidays), your Electricity meter will activate friendly credit so you will not lose power.

You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used on both emergency credit and friendly credit, as well as what you will need on your next top up. Make sure you top up a minimum of £1 more than what you’ve already used or your meter won’t switch back on!

Gas meters do not offer friendly credit, so if you run out of emergency credit your meter will turn off.

If you can’t top up in time and your credit falls below £2, we’ll give you £11 of emergency credit on your Electricity meter, and £5 on your Gas meter to help you out.

To activate this, just put your key or card into your meter and select yes.

You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used on emergency credit as well as what you will need on your next top up. Make sure you top up a minimum of £1 more than what you’ve already used or your meter won’t switch back on!

Just give us a call on 0333 103 8277 and one of our Customer Ambassadors will be happy to help you get a replacement.

First of all, try wiping your key or card, this might solve the problem straight away. You can also check your receipt for a “Credit failed” message.

If your meter is beeping or showing an “E”, your credit is running low and you need to top up.

If that doesn’t solve the problem just call us on 0333 103 8277 and one of our Customer Ambassadors will be happy to help.

To add credit to your prepayment meter, just take your Electricity key / Gas card to your local Payzone or Paypoint.

You can top up any amount greater than £1. If you've used emergency credit, you'll also need to top up this amount.

If you’ve got boiler care with us and there’s a problem with your boiler, please click here for info on how to get help.

We will send a meter reader to collect a meter reading at least once a year. The company we use are TMA. For more information on TMA, or to read their COVID-19 safe working practices, you can visit their website here.

If we need to send an engineer to your property to do some work on your meter; we use a company called Magnum Utilities. For more information on Magnum Utilities, or to read their COVID-19 safe working practices, you can visit their website here.

For some types of gas meters, we may need to send out an engineer from National Grid. You can visit their website here.

Energy theft is when a meter is tampered or bypassed so that it doesn’t record the energy used at the property. People do this so they don’t get billed, or look like they’re not using as much as they really are to get a lower bill. It can happen with all types of meters and is incredibly dangerous. It’s also a crime. It can lead to property damage and potentially serious injury. We’ve signed up to a cross industry commitment so we act appropriately in these situations. You can find out more here.

If you can’t top up in time and your credit falls below £2, we’ll give you £11 of emergency credit on your Electricity meter, and £5 on your Gas meter to help you out.

To activate this, just put your key or card into your meter and select yes.

You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used as well as what you will need on your next top up.

We don't support feed-in tariffs at the moment. You can still join us for your energy supply though – and you should be able to keep your feed-in tariff with your old supplier.

There are two generations of Smart meters: first generation meters (called SMETS 1), may not work with all suppliers and second-generation meters (SMETS 2), which should work with all suppliers. If you have a SMETS 2 meter, your meter should automatically talk to our systems when you join.

Currently all SMETS 1 meters are currently being upgraded by the industry, so eventually they will work with all suppliers. Don’t worry though, we can still take any type of SMETS 1 meter, so if your meter doesn’t work when you first join, it’ll should start working again soon! Unfortunately, we don’t have any control over when the upgrades happen so we can’t speed up this process for you.

We can’t currently support smart prepayment meters, so in this case we can’t switch you. We’re working on it, so watch this space!

If you are not sure how to read your smart meter click here for guidance.

In the first generation of smart meters, there were several types of meter which all used different technology, so they didn’t work with all providers. However, all of the second generation meters (which is what we are fitting), should work will all suppliers and the first generation ones are all becoming compatible in the next year or two. So even if you have an older smart meter that currently doesn’t work it will start working soon.

All second generation smart meters (SMETS 2) should work once you go live with us. We are working hard to ensure that first generation meters are also compatible.

The smart meter installation process is straightforward. Your energy supplier will install your smart meter at no extra cost and the installation only takes a couple of hours so you'll be up and running in no time. 

Your energy supplier will contact you beforehand to arrange a time and date for your installation. They will tell you what to expect, how long it will take and if there’s anything special you need to do.You will need to let the installer in on the day and make sure they can get access to your traditional meters - you might need to clear out the cupboards! 

Depending on whether you're having one or both replaced, you'll get a smart electricity meter and a smart gas meter. These normally go exactly where your old meters were. If they need to be fitted somewhere else, the installer will ask you first. You’ll also be offered an in-home display, which is a portable display screen that you can put anywhere in your home. You don’t have to have one, but it’s the easiest way to see what energy you’re using and what it’s costing you. The in-home display is provided at no extra cost.

Smart meters are a type of meter that automatically sends meter reading to the energy supplier over a secure network. This means that you no longer have to manually read your meters and there should be no more estimated bills!

Additionally, it is possible to connect an IHD (In home Device) which can show your energy usage in real time and tell you how much you use in pounds and pence day-to-day. This should allow you to reduce your consumption, improve your efficiency and save money.

If you do not already have a smart meter you can book an installation appointment though this form. Alternatively you can book an appointment by emailing us at smart@orbitenergy.co.uk. Please include your account details in the email and have them ready on the call.

Once the appointment is confirmed we will send you all the information you need in the days before the appointment.

It is possible to have a smart meter operating as a prepay meter, but we don’t currently have that functionality. However, we're working on it and it will be ready later in the year. If you are still interested in getting a prepay smart meter, please fill in this form.

All second generation smart meters (SMETS 2) should work once you go live with us. We are working hard to ensure that first generation meters are also compatible and we are putting processes in place so they will work with us soon. 

We want to ensure our customers have a good smart meter installation experience and so we appreciate any feedback you can give us. We are members of the Smart Metering Installation Code of Practice (SMICOP) so we share our survey results with SMICOP who then publish them alongside the results of all other energy suppliers, every three months. Our survey is conducted by Aviatrix an independent market research agency and all answers remain anonymous. Thank you for taking the time to complete the survey.

You can find useful links to help you with your account on our contact us page.

For whatever reason, if you're not happy please visit our complaints page to tell us what's happened.

There is detailed information here on the emergency page.

No. We will contact them on your behalf to let them know we will be taking over the supply from a certain date.

Your supply start date is only set once the transfer process is underway, when we'll email you to confirm it. It usually takes up to 21 days for the switch to take place from the day you sign up.

Yes, although not for a few weeks yet. When we are ready for them we will email you and ask you to provide opening meter readings. We will use these to start your account and will also provide these readings to your old supplier so that they can finalise your account with them.

We will notify you when your first Direct Debit will be taken before you complete your switch.  This will be outlined in “Your Direct Debit is confirmed” email. Your ongoing monthly payments will be taken on the same date each month moving forward. You can change your Direct Debit payment date to suit you after your first Direct Debit has been taken. You can do this through your secure online account which you will be given access to a few days before your supply start date.

If you’re in credit, it is best to call your old supplier and request a refund. If you’re in debit, you need to clear it as soon as possible because otherwise they might object to your transfer.

You can begin the process of changing supplier 49 days before the end of your contract term without incurring an exit fee.

If you leave another supplier with more than 49 days left on a fixed contract, you may be charged an exit fee.

When you switch to us, we ask for an opening meter reading to send to your old supplier so they can close your account and issue a final bill. Since your old supplier is responsible for releasing your final bill, we can’t say for certain when you’ll get it, but it usually happens in four to six weeks.

You will never be charged twice for the same energy. We'd recommend keeping your direct debit active until you have received your final statement from your current supplier. This will state whether you have a credit or debit on your account. If you are in credit your current supplier should transfer this money into your bank account. If you are in debit we recommend clearing this as soon as possible as your current supplier may object to your switch. If you need help with payments, please discuss a payment plan with your current supplier.

Your old supplier may offer a better deal to try and stop you from switching. Before accepting, ask the following questions:

1. What are the unit rates and standing charge?

2. Can I have full tariff information, including the annual usage estimate?

3. What tariff will I default to once the cheap deal ends?

Sometimes your direct debit could be made lower whilst the actual price you are charged is higher. This could mean you end up with a large debit balance. We give all our customers our ’Price Promise’. This means that once your current fixed rate ends we'll automatically put you onto the current best fixed price. If you would like to discuss this with us please contact us.

You won't lose supply - the current supplier will continue to supply the property until you tell them otherwise. Once you have moved in, visit our sign-up page and follow the process with your new address details.
It will take approximately 21 days for you to switch to us.  Don’t forget you will need to pay the current supplier at your new property for the energy you use in that time

This will depend on the plan you have signed up to and the length of your contract. Please login to your online account to view your plan details.

If you're moving out and ending your fixed contract early, you may have to pay an early exit fee. To cancel your contract, you’ll need to tell us: 

Your moving out date.
Your forwarding address. 
Who will now be responsible for the property.
Your meter reading on the day you move out.

Remember not to cancel your Direct Debit until you’ve settled your final bill. 

You can cancel your contract within 14 days of signing up, with no exit fees or charges.

Once you’ve fully switched to us, you can switch to another supplier at any time. You’ll need to pay any outstanding balance due, this might include exit fees depending on the terms and conditions of your contract.

Simply contact us with your details and reason for cancellation.

There are a few quick tips you can follow to save energy:

1. Unplug your chargers when you're done
We're all guilty of leaving devices plugged in or the telly on standby. It might be easier but its a definite energy waster.
 

2. Switch your lights off when you're not using them
This one may be obvious, but lights can make up a large portion of your energy usage.
 

3. Use your washing machine at lower temperatures
Most of the energy your machine uses is to heat the water. Lower the heat and lower your energy use.
 

4. Use your curtains
When it gets cold keep the heat in and shut your curtains. When it's warm keep them open and let the sun in!
 

5. Invest in eco-friendly kettles and appliances
These can be a bit pricier but energy efficient appliances can make a big difference.

For more information and impartial advice please visit: https://www.energysavingtrust.org.uk/

Simply go to the log in page and enter your email address. We'll then send an email to the address linked to your Orbit Energy account.

Clicking the link in this email will sign you in. If you don't get an email within a few minutes, make sure you check your spam or junk folder.

Your energy is transported by the National Grid, so you can never guarantee exactly where it’s coming from. What we can do is keep an eye on how much electricity you are using, and equally match this with energy from 100% renewable/green sources.

This is called Renewable Energy Guarantees Origin (REGO). This is a programme designed by OFGEM to give transparency to customers about where their energy comes from.

If you are of pensionable age, disabled or chronically sick, we can add you to our priority services register (PSR). If you'd like to be added to this, simply log in to your online account and select the option that's most relevant to you from the drop-down list.

You can find out more about this on OFGEM's website.

These and uncertain times for us all. With this in mind, we've pulled together a COVID19 webpage where all your questions will (hopefully) be answered.

You can sign up to the refer a friend programme through the “my account” page on the Orbit Energy website. Once you’ve signed up your ready to start sharing! You can send your personal link to all your friends and family via our one click email and social media links. Our handy dashboard will let you keep track of the referrals you’ve made and how many of your friends have joined us.

We’ve made it easy. Once you register, we will create a unique code so that we know when your friends join us. You can email your personal link to your friends or share it on social media, which takes just one click. When your friends click on the link they will be taken to our website to see how much they can save on their energy. Once they join and have made their first payment we’ll reward you and your friend.

Once your friend successfully joins us and has made their first monthly payment, we’ll send you your reward via email.

The typical household will save £100 or more on their energy bills when they switch to us. Once your friend has successfully joined us and made their first payment, we will also reward them with a £50 credit on their energy account.

For you and your friend to be rewarded they must use your unique referral link. We can’t go back and apply them afterwards.

We work with many amazing partners. From time to time they may contact you to share information about our plans and prices. Visit Our Partners to learn more about them and check to see whether the number that called you was legitimate.

Sometimes, an energy supplier tries to take over the energy supply of a property by mistake. It’s usually a mix up in industry data and doesn’t happen very often. When it does, it is known as an erroneous transfer.

Erroneous transfers usually happen for one of four reasons:

 • Human error - accidentally selecting the wrong address when signing to a new supplier

 • Meter details on the national energy database (used by all energy suppliers) are wrong

 • Cancelled late in the 14 day cooling-off period so we couldn’t stop the switch in time

 • Details may have been used fraudulently to apply for a switch

You can find more information on erroneous transfers at the Citizens Advice Bureau.

The Erroneous Transfer Customer Charter

The 1.4 Erroneous Transfer Customer Charter states what all suppliers must do in the event of an erroneous transfer.

1. If a customer believes that they have been erroneously transferred then they can contact either their old or new supplier. The contacted supplier will liaise with the other supplier to resolve the matter.

2. An appropriately trained representative of the contacted supplier should explain to the customer:

 • What action will be taken

 • When they can reasonably expect to be transferred back to their original supplier

 • That they will only pay once for the energy consumed and where possible

 • How their billing arrangements will be treated

 • How they will be kept informed of progress towards resolution

 • On request, how complaints will be resolved and, where appropriate, how compensation claims will be dealt with

3. The contacted supplier will send written confirmation of the details provided above within five Working Days of the customer contact. Where possible the supplier will include an explanation of why the erroneous transfer took place.

4. The customer will be provided with confirmation within 20 Working Days of their initial contact that they will be returned to their old supplier.