Codes of Practice

Paying for your Energy

Your Payment Options

1. Pay As You Go

If you choose to Pay As You Go, you will pay for your energy in advance. Our smart meters will provide you with ‘Emergency Credit’ to give you extra time to top-up if you ever need it and ‘Friendly Credit’ so you never lose supply during evenings, weekends and bank holidays.

There are several quick and easy ways to top-up the meters:

Online
Via our app
By text message
Over the phone
With cash or card at any PayPoint outlet

More detail on how to top-up using each top-up method can be found in the User Guide provided to you when we install your smart meters.

	Minimum top-up per meter	Maximum top-up per meter
Any PayPoint outlet	£2	£45
Online & Mobile App	£10	£175
Automated Top-up Line: 03452 068 333	£5	£50
Text Message	£10	£175

2. Direct Debit Payment Plan

Setting up a direct debit can be a very convenient way to buy your gas and electricity. When calculating your monthly Direct Debit, we will consider your annual energy usage. This amount can be adjusted by contacting our Business Customer Service Team.

We will always comply with the Direct Debit guarantee.

3. Monthly Payments

Customers choosing to pay on a monthly basis will be sent a bill every month. You can pay your bill by BACS, credit card, debit card or the BillPay card.

Bills and Statements

If you have chosen to pay on receipt of an invoice, you will receive a bill every month which will break down your energy usage and specify whether this is based on actual or estimated reads. Direct Debit customers will receive a monthly statement to show what they have paid and whether they have covered the cost of the energy they have used. This allows you to adjust your direct debit amount if necessary. Pay As You Go customers pay for all their energy up front, eliminating the need for a monthly bill. However, we will send you an annual statement or upon request to allow you to monitor how much energy you have used in kilowatt hours and what you have spent.

Disputed Bills & Meter Readings

If you disagree with an estimated bill, you are always entitled to submit your own meter readings and we will adjust your bill accordingly. We will accept your first reading providing that it is reasonable, but reserve the right to send our own representative to validate the information provided. If you have a disability which prevents you from reading your meters, please let us know.

If you think that your bills are being affected by a faulty meter, then we may ask you to keep a record of your energy usage for a few days as a preliminary investigation. If you ask us to send an engineer out and there is nothing wrong with your meter(s), we may charge you for the visit and this debt will be added to your bill or Pay As You Go meter.

Overdue Account

If you fall behind with payments, then we will write to you and let you know how much is outstanding. We will discuss the options available to you in order that you can clear any outstanding debt. We may agree a reasonable payment plan and if you do not miss any payments under this plan, you will not be liable for any further action. Under certain circumstances, we may ask you to switch to a Pay As You Go method in order to recover any outstanding debt.

Moving premises

You need to ensure that you take final meter readings on the day you move out of your business premises, and take start reads on the day you move in to a new business premises. This will ensure that you only ever pay for your own electricity and gas and that any final bill or statement that we send you is accurate. You can do this by completing and sending us a Change of Tenancy form available at www.utilita.co.uk/business/help/resources

Changing your Payment Plan

If you think that you may find another payment method easier to manage, for instance Pay As You Go rather than Direct Debit, then contact us and we will do our best to accommodate you. There are some circumstances where you may be unable to change, for example if you are paying off a debt through a Pay As You Go meter.

Paying your Landlord

If you operate in rented business premises, you should be aware that your landlord is not allowed to make a profit from reselling fuel. Utilita cannot become involved in any dispute between a landlord and tenant, but we can offer advice on the maximum charges specified by Ofgem, the gas and electricity regulator.

Independent Help and Advice

We’ll do everything we can to help you but if you would like impartial advice on a consumer related issue the following independent organisations can offer free and confidential advice.

Citizens Advice Consumer Service
Call - 03454 040 506
Website - www.citizensadvice.org.uk

Energy Saving Trust
Call - 08005 120 12
Website - www.energysavingtrust.org.uk

National Debtline
Call - 08008 084 000
Website - www.nationaldebtline.co.uk

If you would like a copy of this, or any other code of practice in Braille or audio form, please get in touch. Copies of this document can be posted to any of our customers free of charge.

Gas Safety & Gas Emergencies

The most important thing to remember is your safety. There are a number of precautions that you can take in order to ensure that you are not exposed to any danger from your gas or electricity supply.

1. Using Gas Safely

If you smell gas, follow this advice from the National Gas Emergency Service:

Do not smoke
Do not use naked flames
Do not use doorbells, mobile phones or turn any other electrical switches on or off
Turn off the gas mains supply at the meter
Open doors and windows to ventilate the house

National Gas Emergency Service number - 0800 111 999

(Do not phone from a mobile phone as this may ignite a spark)

If your meter is NOT in a basement, cellar or confined area, turn off the gas supply at the emergency control valve handle. The valve can be found near to the meter. Turn the handle through 90 degrees so that it is at a right angle to the pipe.

Now follow the basic safety advice below.

If the meter is in a basement, cellar or confined area do not enter the area to turn off the supply; follow the steps below.

Basic Safety Advice

Turn off all gas appliances, if safe to do so
Extinguish all naked flames, do not smoke, use matches or any naked flames
Do not operate anything electrical/battery operated i.e. mobile phones, light switches or radios
Open all doors and windows to ventilate the premises
Evacuate the premises - Warn others i.e. multi-occupancy properties / neighbours
Leave the door open if there is a electric operated door bell entry system

2. Carbon Monoxide

Carbon monoxide is a very dangerous gas. It is colourless and has no taste or smell. If your business gas appliances are faulty, or there is not enough ventilation in the room, carbon monoxide may be produced.

To keep your household safe you can:

Fit an audible carbon monoxide alarm (it should be marked to EN 50291 and also have the British Standards' Kitemark or another European approval organisation's mark on it.)
Service your appliances
Don’t block ventilation ducts or vents
Know the signs

Danger Signs:

Orange or yellow gas flames. Gas flames should be blue.

Sooty stains or discolouration on or by the appliance.

Symptoms of carbon monoxide poisoning include: headaches, drowsiness, sickness, giddiness or stomach pains.

Many of the symptoms are similar to those of flu, food poisoning, viral infections, or simple tiredness. Other warning signs that suggest carbon monoxide poisoning include:

Symptoms only occur when you are at your business premises
Symptoms disappear or get better when you leave your business premises and come back when you return
Other people on the premises are experiencing similar symptoms
Symptoms tend to be seasonal – e.g. headaches during the winter when the heating system is used more often
If these symptoms are experienced, the person should seek immediate medical advice from their GP, call NHS Direct on 111 - or if it is urgent, call 999 for an ambulance

3. Using Electricity Safely

Electricity is safe if you use it responsibly, but carelessness can lead to accidents. When using electricity, make sure you take the following precautions:

Check all flexes and fittings regularly. Short flexes are best, and they should never be placed over the top of work surfaces
Ensure that all plugs are correctly wired. New electrical appliances will always have a fitted plug that you cannot rewire. If the plug is damaged you should cut it off and throw it away. A new plug should be fitted following the correct procedure
Try to use only one plug per socket. If this is not possible, use a reliable adaptor
Make sure the fuse is the right size by checking the label
Wiring should be checked every 5 years by a member of the National Inspection Council for Electrical Insulation (NICEIC). Approved contractors are listed in your local yellow pages
Never hang anything on a fan, convector or radiant heater or block air grilles
Never handle plugs, switches or electrical appliances with wet hands
Never fit timeswitches to electric fires or heaters

Arrangements for Site Access

The purpose of our visits

There are several reasons why a Utilita representative may call at your business premises:

An engineer may need to come and fix or fit your meters
On occasion, we may need to send someone to read your meters
Under extreme circumstances, a debt recovery agent may have to be sent to your premises for debt purposes
A third party intermediary/broker might attend your premises to offer you information about our services

Planned visits

Direct employees or contractors working on our behalf to attend to your business premises through arranging appointment slot. We ask for someone over the age of 18 to remain in the premises for the duration of the arranged time slot. As a customer, you can decline a proposed visit and reschedule it for a more convenient time.

If for any reason we miss you, we may leave a card to let you know that we’ve called. We can’t guarantee that we can get back to you on the same day, but if you call our Business Customer Services team, we will reschedule the appointment as quickly as possible.

Other planned visits may include attending the premises in relation to faulty meters or revenue protection activities. Our disclaimer for planned visits regarding access to your premises is outlined here below.

Disclaimer - for planned visits to your business premises

When our engineer attends your business premises for a planned visit, you should be aware of the following:

If the engineer attends the property between the times we specify and that you have agreed to, and they are unable to gain access to your premises or the meters, you may be liable for a missed appointment charge.

All our charges are available on our website in the Guaranteed Standards of Performance.

The installation of our smart meters typically takes between 1-2 hours. The power in your premises will need to be turned off for a short time during this period, so we can safely carry out the exchange of your electricity meter.

You will need to ensure the area around your meter(s) is clear, by removing any obstructions and safe. If your meter(s) is hidden, please ensure all fascias are removed so it is accessible before the engineer is due to attend.

If we fail to attend in the timed appointment slot we specify and that you have agreed to, you may be entitled to £30 compensation. The time specified is the time the engineer should arrive on site by and not the time the job should be completed by.

If the engineer attends and finds either your gas or electricity supply to be unsafe, where possible, they will complete the install of the new meter(s) but leave the affected supply(s) disconnected. It would then need to be made safe by a third party, usually a Distribution Network Operator or Gas Transporter, before your supply can be reconnected safely.

If the engineer attends but is unable to complete the install, a secondary visit will be required to carry out a site survey before we can carry out the safe installation of your meter(s).

Unplanned Visits

On occasion, we may send our staff or contractors to attend your premises to undertake several activities. If you have any doubts regarding whether the attendant is a genuine Utilita representative, please do not grant access to your business premises. All staff and contractors working on our behalf will carry identity cards.

Identity Cards

Each of our representatives will wear a valid photo ID badge, but not necessarily with the Utilita logo on it. This is because, to deliver the best service possible, we sometimes outsource engineering work or meter reading to external Meter Operating Companies. These representatives will always be trained to meet our high standards of practice, but do not be alarmed if they are not wearing Utilita uniform as they are still working on our behalf.

You should always check the identity and business of any person before letting them into your business premises. All visiting representatives have an identity card that they will show you without being asked. They will also confirm the exact reason they are calling.

You should check the card thoroughly; it should contain the following information:

Our name - Utilita or the name of the Network Operating Company, Meter Operating Company
The name of the representative
A colour photograph of the representative
An expiry date (all cards are handed back on expiry or when a representative leaves the company)
A telephone number that you can call to check their identity
Their Agent ID Reference

Engineers

The person who lets the engineer in must be over 18. Whether they are coming to fix your meters, or fit your property with new smart meters, their identity can be verified by any member of our Customer Care Team. If in doubt, call us on 03330 156 662.

Utilita supplies your electricity and/or gas but does not own the pipes and wires used to transport these around the country. These are provided by national or local grid and pipeline companies (‘Network Operator Companies’ NOC’s). These Network Operator Companies carry out the same duties for Utilita as any other national utility supplier under the terms of their licences.

Occasionally a Network Operator Company might need to work on the pipes and wires that connect to your home, we will always try to give you advance warning of this, but in case of an emergency they may let you know directly. These Network Operating Engineers will rarely need to come into your property, as it is up to us as your supplier to maintain your meter.

Meter Readers

Once you are installed with smart meters, we can read them remotely. In the lead up to this, we may have to send someone to read your meters manually. Like many suppliers, we sometimes use an external Meter Operating Company to ensure that all of our customers are billed accurately. You are by no means obliged to let anybody into your house and in most situations we can supply you with a meter reading card for you to fill in yourself.

Debt Recovery Agents

If we have been unable to obtain any sort of payment, we may resort to using debt recovery agents. We are reluctant to do this and will help you avoid this eventuality as best we can, so please contact us if you fall into debt and feel that you cannot cope. There are strict rules governing debt recovery agents and you can learn all about your consumer rights by calling the Citizen’s Advice Bureau or checking their website. Their contact details can be found at the bottom of this page.

Appointments

Where we can make a prior arrangement and time for a visit we will. Our appointments are divided into four time slots, ‘am’ and ‘pm’.

Morning Appointments:

8am – 12pm
9am – 1pm

Afternoon Appointments:

12pm – 4pm
1pm – 5pm

All appointments are specified to a 4-hour period. This does not mean the installation will take the indicated time period. You can decline a proposed visit and reschedule if it presents an inconvenience to the business schedule. Charges may be applicable where appointments are rescheduled in less than 24-hours prior to the appointment date and time. We will not be able to guarantee appointments that are outside working days and working hours.

In the case that we are unable to make the appointment, we will contact you in advance to make prior arrangements for this. Regulatory conditions may be applicable to instances where compensation is awarded for breaches.*

Energy Efficiency

One way to manage your spending is to improve the efficiency of your business premises. All our Business Customer Services Advisors are trained to offer you advice on saving energy and will send you out an energy efficiency pack on request. Smart metering also helps you to monitor and control your usage and carbon emissions, helping you to implement greener business practices and save you money.

Energy Efficiency Guidance

This guide shows how to identify measures where energy and cost savings can be easily made with little or no cost. It is designed for use by anyone new to carbon saving (especially in smaller businesses) and recognises that not everyone has the time or resources to undertake a full carbon management programme!

Carrying out an Energy walk round!

The need to identify where energy saving can be made is essential to start!

By looking at Conducting a walk round with a checklist will identify:

What is happening on the ground
Wasteful energy use

The areas to look at on a walk round are heating, lighting, office equipment and, if applicable, factory and warehouse equipment.

Heating

Overheating is often the result of heating areas that do not need to be warmed (such as storage areas or corridors) to the same temperature as those that do, such as occupied areas. Overheating can also be the result of poor control of heating systems.

When were the heaters or boilers last serviced?

Heating costs can increase by 30% or more if the boiler is poorly operated or maintained.

Is there evidence of use of portable heaters?

Portable electric heaters are expensive to run. If portable heaters have to be used, install a simple time switch so they turn themselves off after a designated period, for instance 30 minutes.

Are there heaters and air conditioning units operating simultaneously in the same space?

Simultaneous heating and cooling of a space is commonplace and wastes a lot of money. Set a ‘dead band’ of 5°C between heating and cooling, to avoid this happening.

Lighting

What type of fluorescent tubes are in use?

Slimline fluorescent tubes (26mm diameter) use 10% less electricity and are cheaper to buy than the older 38mm tubes.

Are standard (tungsten) light bulbs still being used?

Is there an opportunity to use LEDs?

LED lighting can provide substantial energy savings. LEDs typically have a long lifetime and will need less frequent replacement than many other lighting types.

Is the exterior lighting always switched off when it is not needed?

Are lights switched off when the premises are not occupied?

In the office

Apart from heating and lighting savings, energy consumption in offices can be reduced by looking at the way equipment is used. In an air conditioned office, it can take half as much energy again to remove the heat generated by office equipment as it takes to run the equipment in the first place.

Have the computers got in-built energy saving features?

Are computers left on overnight?

Are photocopiers located in air-conditioned areas?

Factory or Warehouse

Electrical equipment

Is equipment left running when it is not being used?

Are Higher Efficiency Motors fitted?

Are Variable Speed Drives (VSDs) fitted to equipment?

Refrigeration

Are the seals on refrigerated areas/equipment in good condition?

Make sure that doors to refrigerated areas are being kept closed?

Is the refrigeration equipment well maintained?

Next steps

Step 1: Make someone responsible!

Step 2 Plan and organise!

Step 3: Involve the staff!

View our Complaints Page

Guaranteed Standards of Performance

As your supplier, we want to always offer you the highest standards of service possible. In order to do this we aim to meet the following standards of performance to make your experience with us as your supplier, the best possible.

Making and keeping appointments

If you request an appointment or we need to visit your business premises, we will offer you an appointment within a reasonable timeframe and a maximum four hour time slot, during working hours, or if acceptable to you, a morning appointment up until 1pm or afternoon appointment after 12pm.

We will not rearrange an appointment less than 1 working day before the date of the appointment, without obtaining agreement from you to rearrange. We must also keep a written record of your agreement to rearrange.

If we fail to meet these standards you may be entitled to a payment of £30.

Distributed Payments

We may be asked by electricity distribution companies or gas transporters to pay compensation to you in some circumstances where you have lost supply.

The network company will let us know who is due compensation and how much. If you are identified as a customer who is due a payment we will let you know of this and make payment to you within 10 working days of us receiving the payment.

If we fail to meet these standards you may be entitled to £30.

Suppliers Payment Obligations

If we fail to meet any individual Standards of Performance, set out here and where payment applicable, we must for each failure, make a payment of £30 to you the customer, within 10 working days.

If we fail to make the payment we must for each payment, pay you a further £30 within 10 working days.

This also applies to failure to make the above ‘Distributed Payments’ (where a payment is applicable).

Fuel Mix Disclosure

The Fuel Mix Disclosure¹ of the electricity we supply for all our tariffs is:

Fuel Type	Utilita Fuel Mix²	UK Average Fuel Mix³
Coal	12%	8%
Natural Gas	63%	41%
Nuclear	19%	20%
Renewables	3%	29%
Other	4%	2%
Grams of Carbon Dioxide Emitted per kWh of Electricity:		359 g/kWh
Radioactive Waste Produced per kWh of Electricity:		0.00133 g/kWh

¹ - The disclosure period is from 01/04/17 to 31/03/18
² - This data relates to the total amount of electricity purchased for supply by Utilita.
³ - Ofgem regulations state values must be rounded to the nearest whole percent if >1% so values may not add up to 100% as a consequence.

Environmental impact

Grams of Carbon Dioxide Emitted per kWh of Electricity:

291 g/kWh

Radioactive Waste Produced per kWh of Electricity:

0.00076 g/kWh

Useful Contact Details

Business Customer Service Team: 03330 156 662

businessenergy@utilita.co.uk

8:00am - 6:00pm Mon - Fri

Moving Business premises: 03330 156 662

9:00am - 6:00pm Mon - Fri

Automated Top-Up Line: 03452 068 333

8:00am - 8:00pm Mon - Fri

Emergency Line: 03452 068 999

8:00am - 10:00pm everyday

Meter Reading Line: 03452 093 750

meterreadings@utilita.co.uk

24 hours everyday

Gas Emergencies

What to do if you smell gas:

Do not turn any electrical switches on or off
Do not use matches or naked flames
Open doors and windows to get rid of the gas
If possible turn off the gas supply to the meter
Do not use mobile phones

If in doubt, always call the National Gas Emergency Number: 0800 111 999