Frequently asked questions.

Have questions? We have answers!

What do I do if I suspect a gas leak or can smell gas?

If you think there may be a leak, you should turn off the gas at mains tap and call the National Gas Emergencies number on 0800 111 999. The emergency advisor will walk you through anything else you need to do and arrange for an emergency engineer. If you can smell gas, open windows and doors to let some fresh air in and leave the property.

Will I always be able to smell a leak?

Yes. The gas used in your energy supply is naturally odourless so to make sure leaks are easily detected, a potent smell is added to the gas. Similar to rotting eggs, that sulphur smell should make it obvious when there’s a problem in plenty of time to get it fixed.

I’ve moved in to a new property that you’re supplying, but I don’t want to use MoneyPlus?

Don’t worry, you can easily switch to any provider of your choice. We do recommend that you give our friendly team a quick call to let us know when you’ve moved in to make sure you don’t end up with someone else’s bill!

I’m not happy with the service – how do I complain?

Here at MoneyPlus Energy, we pride ourselves on the quality of the service we give our customers but we also understand that sometimes, things can go wrong. If you have any concerns that you wish to raise, get in touch with our friendly team on 0161 509 4747 or by email at theteam@moneyplusenergy.com and we’ll do everything we can to get things fixed as quickly as possible. You can find out more about how we deal with complaints and your rights by visiting our Complaints Procedure.

Do you offer a Refer a Friend Scheme?

Yes, we do! If you like our service and think someone else could benefit, pass it on! Simply log in to your Portal and you can email a link to your friend, family member, postman, whoever you like! If they use that link to switch to MoneyPlus Energy, you will each get £25 credit to your bills. Yes – you both get £25! Interested? Log into your portal now to get started or read the full terms here.

How long does it take to switch?

Switching to MoneyPlus Energy usually takes 21 days. If there's a problem with your switch it might take a little longer but we'll let you know if this is the case.

Will my gas or electricity turn off?

Not even for a second. The same gas and electricity flows to your house no matter who your supplier is, so there'll be no interruptions.

What if there is a problem?

If there is a problem with the switching process, which could lead to a delay, or could even stop us being able to take your supply we'll let you know straightaway and discuss possible solutions.

Why has my old supplier stopped the switch?

Gas and Electricity suppliers are allowed to stop customers leaving them if they have an outstanding unpaid balance on their account. This is called an objection. If this happens, the easiest way to continue the switch is to call them and clear any balance outstanding. If you're unable to do this, call us and we can review any options we may have to support you.

What is a Debt Assignment Protocol?

If you owe a debt through your prepay meter, your current supplier can object to the switch. However, if your debt is less than £500, you may still be able to complete the switch using the industry’s Debt Assignment Protocol (DAP). This means that we’ll need to exchange slightly more information about you than normal, which will mainly focus on your debt balance and payment history. If you continue with the switch using the DAP, you agree to us sharing this information with your current supplier. For more information on how we handle your personal information, please see our Privacy Notice.

What if my current supplier doesn’t raise an objection to my switch?

In this case, you may have to make re-payments to your current supplier directly instead of paying your debt back through your prepay meter.

What if I don’t pay my debt through a prepay meter?

If your debt is currently re-paid through direct payments or a collections agency and not through your prepay meter, it’s unlikely we’ll be able to switch your energy supply until the debt to your current supplier has been paid back in full.

Do I need to tell my old supplier that I'm switching?

No, we'll take care of this for you. We'll let them know straightaway that you're leaving and just before you transfer, we'll ask you for a meter read. We pass this to your old supplier so that they can issue your final bill.

What happens when you switch?

Once we've received your application we arrange everything for you. The only thing we ask for is a meter reading just before you switch. Don't worry about remembering though, we'll email you when it's time.

I have a smart meter, what happens when I switch?

Some of the early version smart meters lose some of their smart functionality when you switch. Don't worry, you can still switch supplier but you'll need to send us meter readings and your In-Home Display may not have all the information that it used to.

What happens if I change my mind?

It's ok if you've changed your mind, you have a 14 day cooling off period to let us know. Check your Welcome Letter for the last date that you can cancel your switch.

How often should I read my meter?

We would love you to read your meter once a month, but if that's too much then quarterly will do. We'll send you a reminder when we need one. Reading your meter regularly keeps your bills and payments spot on and it helps us keep costs down.

Why do you want me to read my smart meter?

First generation smart meters have not yet all been configured to send meter readings when you change suppliers. Don't worry this is coming but in the meantime we need you to enter your reads quarterly.

How do I read my meter?

Read our helpful guide here.

Why don't you have a fixed plan available?

Too many suppliers have sold really cheap plans to customers only to put the price right up when the deal ends. We call this the ‘tease and squeeze'. We won't do that. We won't make any money on your direct costs so although the price may change, you'll always know that you're getting the best deal, whether you've been with us a month or 10 years!

Do you offer the Warm Home Discount?

We don't currently offer the warm home discount.

When will I get my bill?

Prepayment customers will receive a bill once a year, all other customers will receive a bill every quarter.

Why does my bill look different?

We think you deserve to know what you're paying for, so we've provided a full breakdown of the costs that make up your bill.

How do I get a copy of an old bill?

All of your bills will be stored in your secure online portal. Accessible 24 hours a day, from the comfort of your own home.