Frequently Asked Questions

1. As a customer what do I need to do?

Your energy supply has been transferred to ScottishPower as at 1 December 2021. They will be in contact with you in due course to set up a new account. In the meantime, your energy supply is secured and will not be affected.

At this point you do not need to do anything, other than take your meter readings as soon as possible and submit them to us though your online account in the normal way or by texting “reads” to 07427 581542.

If you are a prepayment customer you should continue to top up as normal. However, if there is an emergency, you should contract ScottishPower who will be able to assist you.

2. What do I do if there is an emergency?

If you have a power cut, please dial 105 to be put through to your local power distributor.

If you can smell gas or believe there is a gas leak, call the National Gas Emergency line immediately on 0800 111 999.

3. Should I take a meter reading?

Yes. Please take your meter readings as at 30 November 2021 (or as close as possible) and submit to Orbit Energy Limited in administration in the normal way.

4. Can I still access my online account?

Yes. Our online account pages are still up and running. You can:

  • View and download any statements that you would like to keep

  • Enter up to date meter readings

  • Check your current balance and make payments

5. What happens if I have a debit balance?

Do not worry, we will be in contact with you in due course with a final bill which will include all outstanding amounts.

6. What happens if I have a credit balance?

Do not worry, all credit balances are protected. Any credit balance will be applied against your final bill and any remaining credit will be transferred to ScottishPower for your new account.

7. What do I do if I disagree with the balance on my statement?

Please contact us.

8. What will happen to my Direct Debit?

You should not amend or cancel your direct debit. We will be in contact with you regarding a final bill which will cover the period up to the point of the supplier switch. Any energy used after this point will be billed by ScottishPower.

9. What will happen if I’m already in the process of switching supplier?

If you are in the process of switching suppliers, you should expect the switch to go ahead. Please contact ScottishPower if you have any queries.

10. What happens if I have already switched supplier?

If you have already switched supplier, you do not need to do anything. We will be in touch regarding any outstanding amounts owed in the form of a final bill. If your account is paid up to the date of your departure, you will not need to take any further action.

11. What happens if I’m moving to a new house?

If you are about to move to a new house, then ScottishPower will now be managing your energy supply. They will be in contact with you in due course and you will need to notify them regarding a change of address.

If your move out date was before 30 November 2021, assuming you notified us of your move, then we will be contacting you with a final bill in due course. If you have not yet notified us of your move, please share the details of the move using the contact us page.

12. What tariff will I be on with ScottishPower?

Your agreement with Orbit Energy will cease and you will be put on a new standard variable tariff with ScottishPower. Please contact ScottishPower who will be able to explain your new tariff. You will be protected by the price cap.

13. Who can I contact for additional information?

If you need any information regarding your energy supply, you will need to contact ScottishPower.

If you have a query relating to your outstanding account with us then don’t worry, we will be in touch in due course.

14. What do I do if there is something wrong with my gas or power supply?

If you have a power cut, please dial 105 to be put through to your local power distributor.

If you can smell gas or believe there is a gas leak, call the National Gas Emergency line immediately on 0800 111 999.

If there is something else wrong with your gas or power supply, please contact ScottishPower.

15. What do I do if there is a power cut?

If you have a power cut, please dial 105 to be put through to your local power distributor or contact ScottishPower.

16. Will my gas or power supply be cut-off?

No. Your energy supply will not be cut off and has now been transferred to ScottishPower who will be in touch with you in due course. We will separately be providing you with a final bill.

17. What will happen if I can’t pay my bill?

If you have outstanding amounts on your account, we will contact you in due course with a final bill that will include all outstanding amounts. At this point you will be able to speak to someone about methods of payment. All energy used after the date of switching will be billed by ScottishPower.

If you’re worried about paying your bills and you live in England or Wales, you can find advice at www.citizensadvice.org.uk/energy or by calling 0808 223 1133.

If you live in Scotland, you can find advice at www.energyadvice.scot or by calling 0808 196 8660.