Pay As You Go Energy™
All you need to
know about pay
as you go meters
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
Or, contact us at: British Gas, PO Box 4805 BN11 9QW
britishgas.co.uk
britishgas.co.uk
1
Contents
What is a pay as you go meter?
What is a pay as you go meter?
2
How a pay as you go meter can help you
2
Credit and your pay as you go meter
3
What if you change supplier to British Gas?
3
What happens if you move home?
3
Removing a pay as you go meter
4
Different types of pay as you go meters
4
If you have problems paying for your gas or electricity
4
Standards of service you can depend on
5
Useful contact details
5
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.
How a pay as you go meter
can help you
We want you to be 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.
If we think a pay as you go meter will help
you pay for your energy supply, we will
offer to install one. 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 may exchange the
pay as you go meter for a credit meter.
We may also install a pay as you go meter
if you fail a credit check, or as an alternative
to disconnecting your energy supply.
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 key or card.
It’s easy, you simply go to a top-up
outlet and buy credit to top up your
payment device.
Fair pricing with
Pay As You Go EnergyTM
You now pay no more for your gas and
electricity than customers who pay
quarterly by cash or cheque*. We also offer a Dual Fuel discount of up to
£15 for customers who get both their gas
and electricity from us**.
If you’d like a pay as you go
meter installed, call:
0800 048 0202
*Comparing Pay as You Go Energy™ Clear and Simple prices to the Clear and Simple prices paid by our Quarterly Cash or Cheque customers,
as at 22nd June 2012.
** Where we supply gas and electricity to the same customer at the same property you’ll receive one dual fuel discount. Where electricity is
supplied through a credit meter, a discount of 0.704 p/kWh off Tier 2 rates (and night rates where applicable) up to a maximum of £15 per year
pro-rated across your billing period appears on your bill. Where we supply electricity through a key meter your dual fuel discount is up to £15 per
year. You’ll receive your pro-rated discount to your meter within the three months following 31 August. This is based on the number of unbroken
consecutive days up to 31 August that we supplied your gas and electricity. No dual fuel discount is available to customers with token or smartcard
electricity meters.
2
Credit and 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
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.
If you’re going away, don’t forget you’ll
need to buy enough credit to keep your
appliances running as well as covering
your daily standing charge and the cost
of any weekly fixed unit charges or debt
repayments.
Try to use Emergency Credit only in an
emergency, because you need to pay it
back before you can borrow more.
What if you run out of credit?
If your meter starts to run low, you will be
offered Emergency Credit.
£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.
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 at the agreed
recovery rate.
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. 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.
Different types of
pay as you go meters
Gas
Electricity
If you choose a gas pay as you go meter,
you will receive a gascard to enable you to
make payments at one of our outlets.
If you chose an electricity pay as you go
meter, you will receive a key to enable you
to make payments at one of our outlets.
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:
Debt repayment rate – we’ll agree with you
what your weekly debt repayment rate is,
and tell you how long it will take to clear
the debt.
How your meter works – we’ll give you
instructions on how to use it.
Payment outlets and charging facilities
– to find details of your nearest outlets
such as PayPoint and Post Office, where
you can buy credit for your gas and
electricity supply, check online at
www.paypoint.co.uk or
www.postoffice.co.uk
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.
If you have problems paying
for your gas or electricity
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.
Example of a gas pay as you go meter
Example of an electricity pay as you go meter
For more information on pay
as you go meters, call
0800 048 0303
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 10.
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 certain 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.
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 Here to help at British Gas.
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 call and ask for our leaflet
‘We’re listening’. You can also find the leaflet
at britishgas.co.uk/codesofpractice
Faulty key or card
If you think you have a faulty card,
you can call us on 0800 048 0303
or visit britishgas.co.uk
For your protection
– don’t be tricked by criminals
Only top up your electricity key at
official outlets, or online using our
Home Energy Top Up service.
Don’t be tempted to buy illegal top
ups on your doorstep. Your meter will
tell us if you do and you’ll end up
having to pay twice. If anyone
attempts to sell you credit at your
home, call 0800 980 4365 right away
(Mon – Fri 9am – 5pm). Or email us at
[email protected]
Lost or damaged key or 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.
Where to buy credit
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
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.
britishgas.co.uk/help
0800 048 0303
0330 100 0303
0800 107 0188
0330 100 0301
0800 048 0202
Online at
Pay As You Go Energy™customers
Pay As You Go Energy™customers – mobile friendly number
Home Energy Top up
Home Energy Top Up – mobile friendly number
If you want a pay as you go meter installed
All lines open Monday to Friday 8am – 8pm, Saturday 8am – 6pm
For customers who are blind or partially sighted
For customers who have hearing difficulties
0800 072 8625
(Textphone)
British Gas Energy Efficiency Advice Line
18001 0800 072 8626
0800 072 8629
(lines open Monday to Friday 8am – 5pm)
National Grid
0800 111 999
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.
Each of the following provide free, confidential, independent
and impartial advice:
National Debtline
0808 808 4000
National Debtline provides a free, confidential and independent phone service
Citizens Advice
Please refer to your telephone directory for your local Bureau or visit
www.citizensadvice.org.uk
Citizens Advice Scotland
Please refer to your telephone directory for your local Bureau or visit
Federation of Information & Advice Centres
www.cas.org.uk
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.
Top up at home
You can also top up from the comfort
of your home 24/7 with Home Energy Top
Up from British Gas. It’s free* of charge
for our Pay As You Go Energy™ customers
and can be used to top up both gas and
electricity meters. For more information
go to britishgas.co.uk/topup or call us
on 0800 107 0188 or from your mobile
on 0330 100 0301.
Useful contact details
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)
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.
*£10 will be charged for each Home Energy Top Up connector if you
don’t top up online or return it to us within 30 days of sending it to you.
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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 have special requirements
If you speak a language other than English, tell us when you call
and we’ll arrange for an interpreter to help you.
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 have a complaint
about your Energy account
If you’re hard of hearing or speech impaired and use a
Textphone, call 18001 0800 072 8626.
We’re committed to giving you the highest
quality service. If you’re unhappy with the
service we’ve provided, and would like to
make a complaint, our ‘We’re Listening’
complaints handling leaflet gives you
all the information you need to know.
To see a copy go to
britishgas.co.uk/codesofpractice
or call us on 0800 048 0202 and we
will send you a copy free of charge.
MI304 (08/12) 29015600 ONLINE
Correct as at time of printing, August 2012.
Calls free from BT Calling Plan. Mobile and other providers’ charges may vary.
British Gas Trading Limited
Registered in England & Wales: No 3078711
Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD
britishgas.co.uk