D-ENERGi customer resources

This section of our website is aimed at our existing customers. If you have any concern in relation to your electricity or gas account please do not hesitate to contact our dedicated Customer Services team on 0800 781 7626.

• What to do in an Electrical emergency
• What to do in a Gas emergency
• Our complaints handling procedure
• Climate Change Levy (CCL) increase
• Energy savings
• Suspect your meter might not be working correctly?
• Require a meter upgrade, increase in capacity, or change of meter location?
• What are Smart Meters?
• Frequently asked questions

What to do in an Electrical emergency

Should you experience a blackout or have a problem with your electricity cables or wires it is important you contact the right organisation. This would also include lose hanging wires or cables leading into and out of your property. Who you need to contact depends on where you are located in the country. There are 13 different distribution companies also known as Network Operators  who are responsible for the infrastructure such as pylons, substations etc.

Click here to find out the emergency telephone number of your regional network operator (PDF)

If you suspect a fault with your meter you do need to contact our customer services department who shall guide you through the necessary process. You may contact D-ENERGi customer services on 0161 237 3333.

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What to do in a Gas emergency Call 0800 111 999

If you suspect a gas escape or are experiencing pressure problems or issues with your meter which are causing you concern, please call immediately the national gas emergency service on 0800 111 999. They will send for a gas engineer to come to your site and ensure that the site is made safe. If you already contacted the gas emergency service and the engineer has advised you to contact your gas supplier please call D-ENERGi customer services on 0161 237 3333, between 9am to 5:30 pm Monday to Friday. If its out of these office hours call the National Grid Faulty meters team on 0870 060 0005 they will advise you on the next steps to take. Please have to hand meter fault details which the gas engineer has left when diagnosing the fault, so the fault can be rectified as soon as possible. Both Emergency and National Grid lines are open 24 hours a day, and open all bank holidays including the Christmas period. if you are one of our customers or just unsure please call us during office hours and we will be try our best to help.

***Click here to view our D-ENERGi gas emergency leaflet (PDF)***

We advise our customers to print the above documents off and file away for safe keeping in case of gas emergency or escape.

More information on gas escape and gas emergency can be found by clicking here

Once the National Grid engineer has made property safe, the engineer will explain that any work on appliances (e.g. cookers, boilers or fires) has to be carried out by a Gas Safe registered engineer. To find a Gas Safe registered engineer in your area, please visit the Gas Safe Register website www.GasSafeRegister.co.uk or call on 0800 408 5500

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Climate Change Levy (CCL) increase

D-ENERGi would like to advise that the Climate Change Levy (CCL) charge will increase to 0.164 pence per kwh for business gas users as, effective from April 1st 2009.

To find out how CCL works and is calculated click here (PDF)

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Energy savings

Energy savings can require significant investment, management and monitoring which smaller businesses may just not be able to finance. We have been aware of this and produced the following list of hints and tips for energy saving. The ideas are low cost to adopt - they could make a difference to your bottom line and also reduce the impact of your business on the environment. We suggest that all our customers take a little time out and have a read of the below document.

Click here to download the Energy Efficiency document (PDF)

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Suspect your meter might not be working correctly?

If you think your meter may be spinning too quickly we would advise you to take regular meter readings to monitor how fast your meter is spinning. This will help us determine if there is a problem. We can send someone to check your meter and replace it if necessary. If the meter is faulty, there will be no charge. However if no fault is found there will be a charge.

If you think your meter may be spinning too slowly or not at all, we would again ask you to take regular meter readings to help confirm if there is a problem and contact us as soon as possible. We will then open this as a query and engineers will be sent to your site to replace your meter. There will be no charge for this. For the time your meter has not been spinning, or been spinning too slowly we will bill you based on estimated consumption from The National Grid or use your previous years consumption.

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Require a meter upgrade, increase in capacity, or change of meter location?

If you are extending your site or acquiring a new piece of machinery and need a bigger meter or require any other type of technical service. We would ask you to put your exact requirements in writing. This will help prevent any confusion on what work needs to be carried out. Our customer services department will open this up as a query and liaise with our D-ENERGi site works team. It is likely an engineer will come to your site to asses what work needs to done. Based on this a quote will be drawn up and sent to your site. Payment is usually required in advance. We would ask you to contact us as far in advance as possible as the time scales involved can be lengthy.

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What are Smart Meters?

There has been a lot of talk in the media recently about smart meters. So here at D-ENERGi we have complied some key information to add some clarity on how it impacts our customers...

The Department for Energy and Climate Change (DECC) announced that gas and electricity smart meters would be rolled out by energy suppliers to every home and business in Britain by the end of 2020. This will involve a national roll-out of smart meters across Britain replacing 46 million meters in all 25 million homes across the country by 2020. This is a major technological and social transformation to rank alongside the digital switch-over and the introduction of North Sea gas to homes in the early 1970s.   

Smart meters are the next generation of gas and electricity meters. They will bring about the end of estimated bills and meter readings, and provide customers and energy suppliers with accurate information on the amount of gas and electricity being used.

Smart meters will empower customers to make choices on how much energy they use. Suppliers will install two-way communication systems that display accurate real-time information on energy use in the home to the consumer and back to the energy supplier.

The benefits of smart meters

• Flexible tariffs that measure consumption over set time periods
• Capability for selling energy back to the supplier which will facilitate microgeneration technology (e.g. solar panels or wind turbines)
• The same meter for electricity (and gas, subject to cost) will be used for all customers, whether they are pre-payment or credit, and regardless of supplier
• Suppliers will be able to differentiate their tariffs and services through offering alternative means of displaying energy consumption – i.e. through mobiles, the internet or via digital TV
• Improved accuracy of forecasting energy demand at different times of the day

D-ENERGi has already started with its partners to roll out the latest smart metering technology, and we are hopeful to be one of the first energy management companies to have it fully completed by the end of next year. D-ENERGi is doing this without any additional cost, however if your business requires an urgent upgrade to smart metering you may incur a cost depending on the type of meter.

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Frequently asked questions

We are aware here at D-ENERGi that many of our customers have questions and concerns before making the tentative step to change energy provider. Click here to download our FAQ's - if your questions are not answered please feel free call our Customer Services Team on 0800 781 2626.

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