Frequently asked questions

UK Government support for businesses

What support does the UK Government offer businesses?

Joining Lite

What is Lite?

Who can use Lite?

How do I sign up for Lite?

After you’ve told your broker or energy consultant you want to go ahead with a Lite energy contract, they’ll let us know. If you are not already dealing with a broker, get a quote easily and quickly online. It'll be helpful if you have a current bill to hand, because we'll ask you how much energy your businesses uses, or how much you spend, to give you an accurate quote.

We’ll email you to ask that you create your online account and look over your contract details to make sure they’re right. If you don’t have an electricity smart meter, we’ll fit one for you.

We’ll ask you for your first gas and electricity meter readings just before we connect you to Lite (and before your electricity smart meter starts sending readings to us).

How do fixed price energy plans work?

Before you sign up for a Fixed Price Energy Plan, we’ll explain the key terms and conditions and make it clear that the contract is binding.

We’ll contact you within 10 days of agreeing the offer, and send you the link to an order confirmation pack that includes all your terms and conditions. Read all this information thoroughly.

Around 60 days before your Fixed Price Energy Plan is due to expire, we’ll contact you with a renewal quote.

If you’d like to switch suppliers, you can do so at the end of your energy contract.

If you don’t renew with us by the last day of your contract, we’ll put you onto our Variable Price Plan. You can go back onto a Fixed Price Energy Plan at any time.

Read our guide explaining what happens when your fixed price energy plan ends and how to renew.

What happens during my energy switch?

What are my deemed prices?

Managing your energy account

How do I manage my Lite account?

Lite is an online-only product so you’ll need to log in to see your gas and electricity bills or account details and to contact us. We’ll send you an email when your bill is ready.

For you to register for your online account, we’ll send you an email with a unique link. You’ll need to choose your password and follow the on-screen instructions to set up your account.

When you’ve registered, you’ll be able to manage your business energy by logging in to your online account with your email address and password.

What should I do if I have a problem logging in to manage my account?

Can I change my payment method?

All Lite contracts are set up for monthly variable Direct Debit – this means you’ll pay monthly for the energy you use, direct from your account. We can’t accept other payment methods for our Lite products. If you need to change your Direct Debit instruction, log in to update this in your online account. If your direct debit requires multiple signatures please contact us on webchat.

How do I make a complaint?

I’ve just moved into a site supplied by you. What do I do now?

What should I do if I'm having issues downloading a bill or document?

What are the Lite VPP prices?

Smart meters

What is a SMART meter and how does it work?

A smart meter is a gas or electricity meter that works by sending meter readings using technology similar to a mobile phone. The new generation of smart meters are called SMETS2.

SMETS2 meters are different to other smart meters as they continue to work even if you change energy supplier.

Data is transmitted through a communications hub to a company called DCC (Data and Communications Company). DCC manages the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators via a secure wireless network.

Once you're connected we'll regularly receive your smart meter readings. You'll no longer need to send us manual meter readings and you'll get more accurate bills as you'll only be charged for the energy you've used.

Not everyone is eligible to have a smart meter installed due to metering set up requirements and/or poor signal issues.

For more information about smart meters see our dedicated smart metering page.

Do I need a smart meter?

You need a smart meter to sign up for gas and electricity from Lite. If you don’t already have one, we’ll fit one free of charge. We’ve signed up to the Consolidated Metering Code of Practise (CoMCop) to ensure your installation is clear and easy.

Smart meters are designed to make life easier for businesses. Once connected:

We'll automatically receive regular smart meter readings
You won't need to send us manual meter readings
You'll get more accurate bills and only be charged for the energy you've used

Can I upgrade my gas meter to smart?

How long will it take to install my smart meter?

Normally, installation of a smart meter takes about an hour.

You’ll need to be there when we install your gas or electricity meter. When we are installing your smart gas or electricity meter, we will need to turn your electricity off for about 40 minutes. The reason we do this for gas smart meter installations is because we sometimes have to set up the communication between your gas and electricity meter.

If your meter is in a hard-to-reach place, or your set up is complicated, your installation may take longer.

Who will install my smart meters?

A fully trained engineer from one of our trusted partners:

IMServ
Energy Assets Limited
Stark Connect
SMS
Morrison Data Services

If more than one engineer is required you'll be notified of this. For advice on checking the identity of your British Gas Lite representative see our guide.

Once the new meter is installed they can also show you how your new smart meter works.

Please note: our installation partners may sometimes use sub contactors, these include:
Energise, PJ Woods, MANE Metering, STR Metering

What do I need to do to prepare for my smart meter installation?

Please let our metering partner know if:

any vulnerable adults, children or mains powered medical equipment could be affected when the electricity supply is turned off
there are any other special requirements we need to know about before work starts
there are any parking restrictions and where the technician can park on the day of the install

Please also:

make sure that you know the location of your meter
somebody will be on site for the installation
clear the area around your current meter so it's as easy to access as possible (can the technician easily get to the meter and surrounding cable; can you see all parts of the meter?)
if your meter is in a cupboard, make sure this is unlocked. If there is a code, please make sure it is available for the technician or somebody can let them in on the day
turn off any electrical items like alarms, security systems or computers, so that they're not affected when the electricity is turned off

Do I need a good mobile signal?

Where will my smart meter be fitted?

What do you mean when you say a smart meter upgrade is subject to survey?

It’s possible that we may not be able to install a business smart meter due to factors that are out of our control. One example would be a poor mobile phone signal at your business premises. For this reason, a survey of your premises is needed. If the survey reveals that we’re unable to install a smart meter, we’ll explain the reasons and tell you the options that are open to you.

Will I still get estimated bills?

We may ask you for a reading or send an estimated bill while your smart meter is being linked with our billing system, which can take up to 90 days. As soon as we start to receive your automated readings, you’ll get a smart meter bill. It’s possible that you could receive an estimated bill (based on your electricity usage history) if we’re unable to take an automated reading due to a poor signal.

Will I need to provide meter readings online?

Through your smart meters, we’ll receive your reads remotely each month. Occasionally, there might be a problem communicating with your meter. If this happens, we’ll ask you to send us your meter reading online while we investigate the issue.

When you join us, we may ask you to submit energy reads online for a while until your smart meter starts sending through reads automatically.

How do I read my smart meter?

How do you keep my smart meter reading secure?

What should I do if I think my smart meter is faulty?

Meter faults are uncommon. However, if you think that you’re paying more than usual for your electricity or gas, or you get a bill you weren’t expecting, there could be a problem with your meter or the signal from your meter.

The signs of a meter fault are:

• A blank screen

• Error messages

• Physical damage

• Meter reads going backwards

• Meter reads not moving

To see if your meter is faulty:

•Switch off all appliances in your business, including any with pilot lights

•See if the numbers displayed on the smart meter are still moving

If you believe that your meter is faulty or that it isn’t transmitting your meter readings, please log in and contact our web chat team.

If your meter hasn’t been connected properly or isn’t working correctly, we’ll fix it for you – free of charge. The Electricity and Gas (Standards of Performance) Regulations will apply to your installation visit to ensure you receive the highest standards of service.

Can I choose a time that suitable to me and my business for my smart install?

Can I switch provider with a smart meter?

Having a business smart meter doesn't affect your right to switch energy suppliers. However, your smart meter may not continue to work depending on the type you have installed. If you have the latest generation SMETS2 meter, it will continue to work.

Check with your new supplier, but you may have to go back to submitting your own meter readings until you get the next generation of smart meter installed.

Remember that you can quickly and easily get a renewal quote with us.

What happens if you can't install a smart meter at my property?

We will attempt to install a smart meter at your business. There may be occasions where we are unable to install the meter or unable to install on the first visit. Some of the most common reasons include:

Signal – if you have no network signal or a weak signal at your premise, the SMETS2 smart meter will not be able to send readings to Data and Communications Company (DCC), who manage the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators. DCC are constantly working on solutions to minimise this issue where needed.

Space – some existing meter installations don't provide enough space for the SMETS2 smart meter and communications hub to be installed.

Whatever the reason, the engineer on site will explain the reason for not being able to install a smart meter for you at that time.

If we’re unable to install a smart meter, we will contact you and inform you of the next steps, which may include you providing monthly readings to us through your online account. We’ll email you each month that a reading is due.

I have a smart meter, how do I request the smart meter data?

If you’re an existing business customer with a smart meter you can request up to 12 months of smart meter energy use, through contacting us by logging into your account British Gas Lite | Login.

We have 10 working days to fulfil the request, and there will be no charge for the data request.

Once we have the data we will email it to you.

Who can request my half hourly data?

Why couldn’t my smart meters be installed by the engineer on the agreed day?

Sometimes our engineers face issues during the installation and smart meters can’t be installed on the day. This could be because there isn’t enough room to get near the existing meters, cupboards or objects may have been built around the meters or there isn’t enough space to fit the new smart meters.

Our engineer should have discussed this with you so you can decide if you want to make changes to fit your new smart meters. We’ll always work to finish your smart meter installation as quickly as possible, so once you’ve made the changes either let our Installer know or contact us on webchat.

I had a business smart meter installation booked but no-one turned up. What do I do?

If we've missed your appointment, please call the installation partner to see if it can be re-scheduled

Ofgem’s Standards of Performance offer micro businesses certain guarantees if we miss or cancel an appointment with less than one working day’s notice. To find out more about the Electricity and Gas please see our guide: Standards of Performance.

Why can’t I get a business smart meter?

Not every business is eligible to get a smart meter straight away. This may be due to meter installation requirements and/or poor network signal.

Signal – if you have no network signal or a week signal at your premise the SMETS2 smart meter will not be able to send readings to the Data and Communications Company (DCC), who manage the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators. DCC are constantly working on solutions to minimise this issue where needed.
Meter type – we’re rolling out SMETS2 , replacing existing meters by type starting with single phase single rate meters and then moving on to polyphase and switched load functionality meters.
Space – some existing meter installations don’t provide enough space for the SMETS2 smart meter communications hub to be installed.

What happens to my other meters that aren't supplied British Gas?

If you have other meters on site not supplied by us, your other supplier will be in touch in the future if a meter exchange is required.

If you have more than one meter with us that requires an upgrade to a smart meter, please bring it up in conversation when you are booking your install with one of our trusted 3rd parties.

Why is my new business smart meter set to zero?

I've submitted the wrong meter reading

We might use smart or other firm reads if they’re available at the time you created the bill. The reads may not be used for billing if they’re submitted outside of your usual billing dates.

Please submit any new reads to your online account. We’ll review them, then you’ll receive a secure message if we need any more information or meter reads from you.

My multi-rate meter read is wrong

Multi-rate meters, such as day and night register reads, could potentially have been entered and billed on the wrong register. Make sure to check your meter serial number and meter registers against your invoice and let us know if something doesn’t look right.

For peace of mind, you can check which register is consuming during certain times by taking two or more reads within a 24-hour period. We advise that you take meter reads at 7am and 7pm to really compare the usage between registers.

When will I receive my first bill after my smart meter is installed?

I’ve got a business smart meter installed but received an estimated bill. Why is this?

Checking your opening / closing meter reads if your bill is wrong

If you think your first or final bill is wrong, please check if your opening or closing read is estimated. If you’ve given us meter reads at the time of moving in or out of the property, check against your bill and get in touch with us on Webchat if you spot something that doesn’t look right.

If you don’t send us your opening and closing reads, don’t worry. Just submit an up-to-date read on your online account. It will then be reviewed alongside the meter reads we hold for your supply.

Disputing your opening / closing reads (change of supply)

If you think your opening read is incorrect, please take two more meter readings that are at least 7 days apart. You will then need to take a photo of your meter with the read visible and reach out to us on Webchat.

The meter serial number should be clearly visible in the photo.

We’ll raise your dispute with your past supplier and manage this until a new read is agreed for you. Please note that the SLA (service level agreement) for your old supplier to agree with your new read is up to 70 days. We may suspend your billing until it’s resolved.

If you think your closing read isn’t correct, please get in touch with your new supplier and they’ll initiate the same process as above.

The 70-day SLA is a standard set by the industry. It’s applicable to all suppliers, not just British Gas Lite. Lots of parties involved means that disputes can take longer to be settled. They’ll all have to agree on a new read and when evidence is conflicting, the supplies have to work together to come to an agreement. This can be time-consuming because of the amount of points to be escalated during the whole process.

Billing & Payments

What happens when my business energy contract ends?

You'll receive a contract renewal email around 60 days before your contract end date

In your renewal email, we’ll detail options for renewing onto a new fixed term plan with us. You can also see these in your online account.

If you choose to renew, your new contract will start the day after your current contract ends.

If your fixed price product ends and you don’t choose a new product, you’ll automatically move onto our variable price plan.

Why has my account been Re-billed?

One of the reasons your account can be re-billed is because corrections need to be made with your bill. If your paid invoices are cancelled, there will be a credit amount applied to your balance before any re-billing is done. For example, if you received a £500 invoice and made a full payment to clear your balance but we cancelled the invoice later on, your account balance will show a £500 credit. When the new invoices have been made, your account balance will be updated to show the true amount that is owed, if anything.

The total invoice amount will be taken away from your remaining balance if we cancel any unpaid invoices. This tends to bring the value down to £0 if all the cancelled invoices were unpaid, or if only one unpaid invoice is cancelled. Once the new invoices have been created, your account balance will update to the true amount that is owed, if anything.

A longer billing period means that the new invoice charges may look much higher than usual. Please make sure you check the “outstanding balance” section of your bill and the charge details. Any credit that is built up offsets charges on the account because of the cancelled invoices that were already paid.

I have not received my first bill

If you’re still waiting for your first bill and haven’t yet received it, please check your online account. Check for secure messages as we might be working on getting your account billed. If you have a disputed a read and that query is open, it’s possible that we may have suspended billing your account until that’s all fixed. The SLA for your first bill is 35 days.

I have not received my bill

If you’re waiting for a bill and haven’t received it, double check your account to confirm if your bill is due. Or, check your account for secure messages because we may be working on getting your account billed. If you have a disputed read query that’s open, then we might have suspended any billing on your account until that’s solved.

I have not received my final bill

If you’re still waiting for your final bill and haven’t received it, please check your online account for secure messages. We may be working on getting your account billed. If you have a disputed read and that query is open, we might have suspended billing on your account until it’s resolved. The SLA for your final bill is 35 days.

How can I get a paper copy of my bill?

You can download your bills from your online account and print them off as a PDF

If you’re an Apple user trying to download or view your bills and you’re having issues with pop-up blocker, this can easily be resolved. Disable your pop-up blocker by following the instructions below.

How to Disable Pop-Up Blocker: Safari (Mac)

4. Select Safari > Preferences, then select Websites

5. Select Pop-up Windows

6. Use the When visiting other websites drop-down menu and select Allow to disable the pop-up blocker

How to Disable Pop-Up Blocker: iPhone/iOS

4. On your iOS device, open the Settings menu

5. Select Safari

6. Slide Block Pop-ups to off (white) to disable pop-up blocking

What is back billing?

Back billing is when a ‘catch-up’ bill is made to cover the amount that is owed to a customer who’s been wrongly charged by a supplier. This is common in the energy and other industries but it tends to create particular problems for micro businesses.

We recognise this and have made an effort to invest in our systems and processes to prevent back billing. The energy regulator Ofgem has set out back billing rules to help protect micro businesses when they receive an energy back bill.

What are the back billing rules?

Back billing can be for any amount. However, between the time of finding an error to receiving a correct bill, it is limited to 12 months.

If you’re a microbusiness, fortunately, you are protected by Ofgem’s back billing rules. You can’t be charged for any unbilled energy used more than 12 months ago.

This protection might not apply if you’ve behaved in an disruptive or unreasonable way which stops us from billing you correctly.

How can I avoid back billing?

There are a few steps you can take to avoid back billing and make sure we only charge you for the energy you use.

1. Submit your meter readings any time, quickly and easily online
2. Get a smart meter put in - no more meter readings and you receive accurate bills
3. Tell us if you're moving premises
4. Log in or register for an online account - view bills, statements and more

Why is my site address on my account / bills incorrect?

For an address to be updated on our system, it has to match an address that already exists on Royal Mail. This is because of the industry regulations that all suppliers must follow.

If you notice that the address we have isn’t right, please make sure it’s correct on Royal Mail before contacting us on Webchat to get this updated. If your address is not updated on Royal Mail, please set up for this to be completed first, as we won’t be able to update our records.

Please use this link: Report an incorrect or missing address | Royal Mail Group Ltd

Why have my bill values increased?

Estimated billing

The value of your bill can go up because an estimated read was used in your invoice. In the case that your invoice ends in an estimated read, it is possible we’ve overbilled you. We could have also undercharged you compared to what you have actually used. Providing us with an actual reading from your online account means we can give you a hassle-free reading and correct this.

Increased consumption

During the winter months, it’s likely that your bill will increase because of lights, heating and other appliances being used for longer periods.

If you are a business that has peak periods, longer opening hours and using more appliances can raise your energy usage.

Make sure to check your historical invoices to understand whether you’re using more energy. This is often the main driver that adds to your bill.

Government discounts

Recent Tariff changes

The value of your bill can go up months after agreeing a new tariff because seasonal and consumption changes can affect your usage. If a new price is agreed during periods of less consumption, a price increase isn’t always noticed until consumption increases. For example, schools during summer holidays.

Any complaints should go to a broker if they have agreed on your tariff on your behalf.

Recent Tariff changes (Out of contract)

Webchat

Who should I contact if I have no gas or electricity?

What are the opening hours of webchat?

Who can I contact outside of opening hours?

What should I do if I’m experiencing issues with webchat?

If you are experiencing issues loading webchat try the following steps to correct the issue:

Check you have javascript enabled by clicking this link www.whatismybrowser.com or www.enable-javascript.com - the webpage will tell you whether javascript is enabled or not. Also check that you don't have any tools or settings blocking cookies on sites you visit. You must have cookies and javascript enabled to use our website.
Check you don’t have any extensions on your browser which may block content e.g. Adblock Plus, Disconnect, NoScript, Privacy Badger or uBlock Origin
On your desktop or laptop try completing a hard refresh by loading our webpage then click Ctrl + F5 simultaneously; the page will refresh, this may resolve any caching issues.
Try accessing webchat from another device or browser i.e. another laptop, tablet or mobile.
If you are using Firefox check to see if it is applying tracking protection.

Radio Teleswitch Service shut down

What is the Radio Teleswitch Service?

When will the Radio Teleswitch Service be shut down?

The RTS will be shut down on 30th June 2025.

From next year, meters that rely on the RTS could lose the ability to perform key functions. For example, depending on your meter type, the use of off-peak timings might not work which could lead to the loss of heating and hot water.

The loss of key functions will affect all non-domestic customers with an RTS meter regardless of the energy supplier.

Does my meter rely on the Radio Teleswitch Service?

We’ll be in contact if you have a meter that relies on the RTS so you don’t need to do anything.

In the meantime, if you want to check your meter, you can look to see if there’s a separate switch by your meter labelled ‘Radio Teleswitch Service’.

Most meters don't rely on the RTS and won’t be affected by the shutdown. If you have a single-rate meter or newer versions of the multi-rate meters, this won’t impact your meter functionality.

I have a Radio Teleswitch Service meter, what does this mean for me?

If you have an RTS meter this will be exchanged for a smart meter to ensure your energy supply isn't interrupted when the RTS is shut down. We’ll contact you to discuss next steps.

You can upgrade to a smart meter at any time by contacting us on webchat, you don’t need to wait for us to contact you. To find out more about upgrading your meter and the benefits of doing so, please read our smart meter FAQs.

Other information

Am I a micro business?

You’re considered a micro business if:

You use less than 100,000 kWh of electricity a year OR
You use less than 293,000 kWh of gas a year OR
You have less than 10 employees (or their full-time equivalent) and your yearly turnover or yearly balance sheet, is not more than two million Euros

The consumption threshold applies to each fuel being supplied.

What should I do if I have received an email that looks like a scam?

If you think you’ve been sent a scam email it could be a phishing scam. Phishing scams are used by criminals to steal personal information. To do this, they send emails claiming to be from a genuine company. Sometimes, they even ‘spoof’ email addresses so that the message seems to be from our systems.

If you think you’ve been sent a scam email from British Gas Lite, please send it to us at phishing@centrica.com so we can investigate.

Common scam emails contain attachments you’re not expecting, links you’re asked to click on, or offer you something of value like a refund. They often don’t refer to you by name.

What can I do to protect myself against scam emails?

Don't click on attachments and links you're not expecting
Disable the use of ‘macros’ in Microsoft Office documents
Always make sure your software is up-to-date
Always run an up-to-date virus checker

How do I spot genuine emails from British Gas Lite?

They will only provide links to the British Gas Lite website.
They will address you by name, not ‘Dear customer’.
If you’re not sure the email is genuine, then go directly to www.britishgaslite.co.uk in your browser to log in to your account instead of clicking on the link.

What should I do if I receive a suspicious phone call claiming to be from British Gas Lite?

British Gas Lite and our partners will not ask you for information like your annual consumption or your full meter details. Be alert if you receive a call asking for these, or for your financial details.
Search the phone number you’ve been called from online to see if it’s been recorded as suspicious.
Ask the caller for their name and phone number to call them back.
Report nuisance callers to your phone provider who can arrange to block them.
You can also register with the Telephone Preference Service (TPS) or the Corporate Telephone Preference Service (CTPS). If the problem continues you can make a complaint to the TPS or the Information Commissioners Office (ICO).
See Ofcom's advice on nuisance calls here.

How can I reduce the energy I use in my business?

There are a number of simple things you can do to increase the energy efficiency of your premise and reduce your bills such as:

Turn off your lights and non-essential equipment when your premise isn’t occupied
Invest in timed switches to automatically switch lights or appliances off at the end of the day
Use the energy saving features of your office equipment
Install efficient lighting with movement sensors and daylight detectors to make sure lights are only on when they are needed
Invest in energy efficient equipment. Older appliances typically use more energy than modern models
Create a ‘green team’ who are responsible for putting energy efficient measures and staff awareness campaigns into practice

For further information on how to reduce the energy your business uses check out our energy saving tips for small businesses.

What is VAT?

Value added tax, it is a tax levied on all supplies of goods and services to business and non-business customers from a VAT-registered seller. A business must be VAT registered before it can recover VAT

HMRC have set new guidelines that all energy suppliers must follow. You will need to provide evidence to support your claim for reduced VAT.

You must send us a fully completed VAT Declaration Certificate along with your supporting evidence.

For more guidance from HMRC please use this link HMRC guidance.

Do I pay VAT on my business energy use?

You will automatically be charged the standard rate 20% VAT unless you complete a declaration form for the reduced rate of 5% VAT.

If you have more than one account with us you’ll need to fill out a form for each account.

Apply for a reduced VAT rate for your business today by logging into your account and completing our online form.

>See the HMRC Guidelines for VAT for business

If you leave British Gas Lite and re-join as a new customer you will need to resubmit your VAT form.

Can a reduced VAT rate apply to my energy bills?

Your business might be eligible for a reduced rate of VAT at 5% on energy supplied by us if any, or all the following circumstances apply...

It's a charitable or non-profit organisation

You may be able to claim a rebate for up to 4 years from the processing date we receive a valid VAT Certificate. Some charitable or non -profit organization may be entitled to reduced rate vat rate but only on supplies used for non-business activities

Some businesses where the supply of energy is for qualifying residential usage will also be entitled to this exemption

Some of your energy is used for domestic purposes

If your business uses energy for residential purposes such as a care home or student accommodation, the proportion of energy used for domestic reasons will quality for 5% VAT.

If more than 60% of your business energy is used for domestic reasons, the 5% rate of VAT will apply to the whole bill.

Local authority and free schools also benefit from supplies at reduced rate

Where a business uses at least 60% of consumed energy for ‘domestic purposes’ (only if they provide suitable evidence of how they calculated the percentage) their entire supply will be treated as qualifying for the reduced rate

You're using a 'low' amount of energy

For most businesses, the 20% Standard rate will be charged for the supply of gas/energy, unless usage is within the De Minimis limits.

If your business have a ‘low’ usage of energy, this is known as a De Minimis consumption

The system will calculate automatically whether the customer falls in the De Minimis level per invoice period not on annual usage

Your average daily use must be no more than:

•33kWh (1000 kWh per month) of business electricity

•145 kWh or 5 therms (4397 kWh per month or 150 therms) of business gas

If you qualify for a reduced rate of VAT on business energy, you won't need to pay the Climate Change Levy.

Climate Change Levy (CCL)

What is the Climate Change Levy (CCL)?

The Climate Change Levy was introduced in April 2001 in the UK. It’s an environmental tax on commercial electricity and gas use. It is designed to promote energy efficiency and reduction of greenhouse gas emissions in businesses.

It’s paid by all businesses, no matter who your energy supplier is.

How is the CCL charged?

CCL rates are calculated per kilowatt hour of usage and change over time.

It's charged by suppliers of taxable commodities including British Gas and will be listed as a separate line item on your energy bill. After collecting the money from customers, the energy suppliers will pay it to HM Revenue and Customs.

Which businesses qualify for CCL relief?

· Businesses carrying out metallurgical and mineralogical processes.

· Businesses with a Climate Change Agreement (CCA) certificate.

· Business customers who pay a reduced rate of VAT. If your business is exempt from paying CCL because you qualify for a reduced rate of VAT, you should complete a VAT self-certificate instead of a PP10 or PP11.

How do I apply for CCL relief?

You will need to complete a Climate Change Levy supporting analysis (PP10 form) and send to HMRC. You’ll then need to complete a Climate Change Levy supplier certificate (PP11 form) and upload it through your online customer portal.

Does CCL relief expire?

The PP11 form will expire 5 years from your specified effective date. It is your responsibility to submit a new PP11 after 5 years. We will remove the CCL relief if we do not receive a new PP11 form.

If I don’t qualify for relief, how can I reduce my CCL charges?

When our customers work together to be more energy efficient, it enables us to reduce CCL charges by using less energy, boosting your green credentials, and minimising the environmental effect of our business.

What support information do you have on Coronavirus (COVID-19)?

Where do I find my meter details?

You can find all your meter details on your energy bill using the information below.

Electricity1 – Meter Point Administration Number

A meter point administration number or MPAN is used to identify individual electric supply points.

You can find this reference on your energy bill under ‘Electricity charges’ where you’ll also be able to find your meter serial number.

The MPAN is usually a 21-digit number starting with the letter ‘S’.

Gas – Meter Point Reference Number

A meter point reference number or MPRN is used to identify individual gas supply points.

You can find this reference on your energy bill under ‘Details of charges’ where you’ll also be able to find your meter serial number.

The MPRN is usually made up of numbers rather than letters.

Meter serial number

A meter serial number, also known as a meter ID or MSN, helps us identify your meter so we can charge you correctly for your energy use.

You can find this reference on your energy bills under the MPRN or MPAN reference, see the above information on how to find the MPRN and MPAN. You can also check on your meter near the barcode. The meter serial number will be a mix of letters and numbers.

If the meter serial number on your meter doesn’t match what is on your bill please contact us and we’ll amend this for you.

If you still can’t find your meter details, you can speak to your property manager or landlord as well as your electricity or gas distributors. You can find your energy distributor by visiting energynetworks.org/customers/find-my-network-operator

How do I convert my gas units into kWh?

Metric Meter:

Present reading – Previous reading = Total units used

Total units used x 1.02264 (correction factor) = Corrected Consumption (round up to the nearest whole number) - Cubic meters

Cubic meters x Calorific Value (CV on your bill) / 3.6 = Total number of kilowatt hours used

Total number of kWh x unit price / 100 = Total amount charged for gas consumption

Imperial Meters

Present reading – Previous reading = Total units used

Total units used x 1.02264 (correction factor) = Corrected Consumption (round up to the nearest whole number)

Corrected consumption x 2.83 = Cubic meters (ignore any figures after the 1st decimal point)

Cubic meters x Calorific Value (CV on your bill) / 3.6 = Total number of kilowatt hours used

Total number of kWh x unit price / 100 = Total amount charged for gas consumption

Emergencies

What should I do if I have an electrical emergency?

If you have an electrical emergency, please call 105 from your landline or mobile phone, free of charge. This gives you up to date information about power cuts and electrical faults in your local area.

If there is a high risk you should call the emergency services immediately.

You can also call 105 if you notice damage to electricity powerlines and substations that could put you, or someone else, in danger.

105 is a free service available to businesses in England, Scotland and Wales. For more information, go to Power Cut 105.

Once the Distribution Network Operator (DNO) has made it safe or advised you to contact your supplier, please contact us via webchat. During the week use our webchat service to speak to one of our friendly advisers between 9am to 5pm.