FAQs

TruEnergy Customer Commitment
Here at TruEnergy we treat each and every customer with integrity. Please find the full version of our conduct standards document available for download here.

Know Your Rights as a Consumer
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use. If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.

If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

Complaints Procedure
Here at TruEnergy we hope our customer service is such that you need never complain. However, should we fall short on this objective, feel free to download our complaints procedure which is available for download here.

In most of our cases, we have required more time to help the customer. This is usually because we have needed to be in touch with other industry partners, which can slow the process. We make it our priority to provide the best customer experience for our customer and we do what we can to avoid any dissatisfaction. If your need to go beyond TruEnergy then you can refer the issue to the Energy Ombudsman. This involves contacting Energy Ombudsman by phone on 0330 440 1624, by email osenquiries@os-energy.org or through their website or you can alternatively write to them on Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF. It is a free and independent service and they will undertake a full review of your concerns and of the actions that TruEnergy took in order to try to get to a resolution. If the Ombudsman finds that TruEnergy have not acted correctly, then they will tell us what we are required to do in order to put things right.

This can include an explanation and/or apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.

If we have resolved your complain to your satisfaction, we are pleased to have helped. It is not always easy but it is the most important thing we can do. Thank you for your patience and your custom.

Efficient Energy Usage
There is always a way to use your energy more efficiently. With our few tips that we listed here, you will not only be able to improve the efficiency of the energy used, but to reduce your bills too. For more advice you can visit Energy Saving Trust website.

Prepayment Meter Advice
If you are a domestic household customer that has inherited a deemed contract for gas and/or electricity from Huddle Utilities, and your property has a prepayment meter installed, please contact us. For benefits and drawbacks associated with prepayment meters, please see the attached document available for you to download here.

Difficulty Paying Your Bills
If you are a domestic household that has inherited a “deemed” contract for gas and/or electricity from Huddle Utilities, we are here to help. Also, if you are struggling to keep up with your bills, please see our guidance available to download here.

Activating Emergency Credit – Secure Smart Meters
If you have a Secure smart meter in prepayment mode and your credit runs out, you will be able to redeem £5 emergency credit by following the below instructions:

Press the number ‘7’ on the keypad on your meter. If emergency credit is available, you’ll see a message saying “EC OFFER” on the screen.
Press the ‘A’ button on your meter. This will tell your meter you want to activate your emergency credit.
Press the ‘B’ button to confirm. This will activate your emergency credit, and your meter will then go back to the home screen.

Gas Safety
To keep your home safe from any gas casualties, you must ensure that gas appliances are working appropriately. For more information on how to stay gas safe you can find here.

Gas Emergency
In case of a gas leak, gas smell or no gas, please follow these steps. Please be ready to provide proof upon request.

Electricity Safety
First, look outside at the neighbouring houses and see if their lights are on. If not, there may be a fault in your area and you should ring 105 or your Regional Distribution Company directly, even though you’re a TruEnergy customer. You can find out how to contact them here.

If the neighbours do have power then you should contact your landlord directly. The most likely explanation is a fault with one of your appliances or a blown fuse.

Site Visits
TruEnergy takes site visits seriously. Please find our charter for conduct when visiting your site or property available to download here.

Legal and Contractual Information
You can find our latest Business Supply Contract Terms and Conditions here.

Theft Charter
The Theft Charter is a cross-industry commitment to ensure a consistent approach to vulnerability when conducting an energy theft investigation. Please click here for further information.

Fuel Mix Disclosure
In accordance with The Electricity (Fuel Mix Disclosure) Regulations 2005, all electricity suppliers are obliged to publish details of the mix of fuels used to generate the electricity supplied under their Supply Licence, including its impact on the environment.

The table below shows the standard mix of fuels used in supplying electricity under our Licence for the period 1 April 2019 to 31 March 2020. We’ve also included the UK standard fuel mix so you can see how we compare.