FAQ

We understand you may have some questions following our recent letter and the news that we’ve signed an agreement with Total Gas and Power to transfer a number of our SME and I&C gas and power customers. Whilst the deal is not yet finalised, please be assured that under the agreement you will retain your existing contractual terms and agreed prices, and so very little will change.

As we have said, for the time being nothing changes, and you should continue to manage your account with us and settle your invoices as normal.  

We will contact you again when the transfer is due to take place to let you know exactly what this means for you but in the meantime you can find the answers to a number of frequently asked questions below. If you still wish to contact us you can reach us at customer-questions@orsted.com or by calling 0800 0568 101.
 
Frequently Asked Questions
  • Why has Ørsted chosen to withdraw from the market?

    Our vision is a ‘World run entirely on green energy’, and as such our future strategic focus and investment lies in expanding, scaling and supporting wind power development in the best way possible within the UK and wider global footprint. That is where we feel we can make the biggest contribution and where we will concentrate the majority of our investments moving forward. To this end, we believe that the majority of our customers will be better served in the future by those suppliers where customer supply is at the heart of their strategic focus. 

  • Why is Ørsted divesting some customers and not others?

    Ørsted’s strategic focus and investment will be in expanding and scaling renewable energy generation however we will continue to serve a small number of strategic clients who have a need for large volumes of energy, a desire to partner with us to manage energy volatility and a shared ambition for a sustainable future.

  • What is the timeline for the divestment? What is the transitional period and when does this start?

    For now nothing changes and you should continue to manage your account and any queries with us as you always have. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.

  • What factors were considered when deciding who to divest the portfolio to?

    Ørsted have been seeking a supplier who has customer supply at the heart of their strategy and a similar commitment to renewable energy. A supplier with the scale to support our customers and a reputation for customer service and innovative products. We believe Total Gas and Power is well placed to continue to meet the needs of our customers and provide the level of service they have come to expect from us.

  • Will I still be taking renewable energy from the new supplier?
    Yes.  Total Gas and Power has agreed to honour all contracts including terms, products and prices.  If you currently have a renewable energy product, this will remain the same with Total Gas and Power.
  • Can I terminate the contract early because of this change, if so, how do I do this?
    Total Gas and Power is well placed to offer you a seamless continuation of the great service you receive from us. We have agreed to make the transfer process as straight-forward as possible with no need for any intervention from yourself.  Please be assured that your contract will remain in force until the renewal date and all terms and conditions, including the price you are paying, will remain the same.
  • Do my contract terms stay the same?
    Yes. Your contract will move to Total Gas and Power without any change to the price or the terms and conditions.  The renewal date will also remain the same as will the termination notice period.
  • What happens if I want to renew my contract with you during this divestment period?
    The agreement is subject to competition clearance so for now nothing changes and we can continue to support you and manage your accounts as usual including any renewals. If you chose to renew your contract with us this will transfer to Total Gas and Power with the same assurances for terms, conditions and prices.
  • Are your contact details changing in the interim/transitional period? if so who is managing my account and who do I contact in case of query?
    For now nothing changes and you should continue to manage your account and any queries with us as you always have. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.
  • Once the new supplier is announced, will I then have the option to leave?
    Total Gas and Power is well placed to offer you a seamless continuation of the great service you receive from us. We have agreed to make the transfer process as straight-forward as possible with no need for any intervention from yourself.  Please be assured that your contract will remain in force until the renewal date and all terms and conditions, including the price you are paying, will remain the same.  Upon transferring, Total Gas and Power will contact you in order to set up new direct debits with them.  Total Gas and Power have a long heritage of supplying UK businesses with energy and have great reputation for service so we are comfortable they are well placed to maintain the service you have come to expect from Ørsted.
  • Will it be a priority to divest to a supplier with green credentials in accordance with your brand vision?
    Total Gas and Power is committed to better energy. This means being a responsible supplier that offers renewable energy and enables customers to offset their carbon emissions. Total Gas and Power also supplies electric vehicle charging and solar PV solutions. They aim to become carbon net zero by 2050 across their worldwide operations.   
  • If I have an early termination clause will you allow me to change supplier and sleeve my volume across?
    We will allow early termination in line with the customer contractual rights and will sleeve any volumes as long as there is a trading agreement and credit line with the incoming supplier.
  • How will the transfer happen?
    We will write to you closer to the time to share with you how and when your account will transfer along with anything you need to do at the time. We will share the information Total Gas and Power needs to ensure they can honour the contract you signed with us including the length and price, that the transfer process occurs smoothly and that the service you receive from both of us is seamless.
  • When will I find out who my new account manager is?
    Total Gas and Power have an experienced sales force and servicing team ready to help you at the time of transfer. Ørsted will remain your point of contact up until the transfer date. Total Gas and Power will be in touch closer to the time of transfer to advise you of your points of contacts.  Due to competition law, Total Gas and Power are not permitted to discuss your account with you until the transfer takes place.
  • Who should I pay for my energy?
    You should continue to settle any invoices with Ørsted, we will produce a final invoice once the transfer has completed up to the transfer date and agreed meter readings which you will need to settle with us. From that date onwards your invoices will be issued by Total Gas and Power.
  • What if I have a dispute or query with you?
    For now nothing changes and you should continue to manage your account and any queries with us. If it is necessary at the point of transfer we will ensure Total Gas and Power is aware of any open query or dispute and work with them to ensure this is also transferred over where they may also need to take action.
  • I don’t want to move to Total Gas and Power, what can I do?
    Total Gas and Power is well placed to offer you a seamless continuation of the great service you receive from us. We have agreed to make the transfer process as straight-forward as possible with no need for any intervention from yourself.  Please be assured that your contract will remain in force until the renewal date and all terms and conditions, including the price you are paying, will remain the same. Upon transferring, Total Gas and Power will contact you in order to set up new direct debits with them.  Total Gas and Power have a long heritage of supplying UK businesses with energy and have great reputation for service so we are comfortable they are well placed to maintain the service you have come to expect from Ørsted.
  • What is happening to the security deposit you are holding?
    We will refund to you any security deposit held once the transfer to Total Gas and Power has completed and any final invoice has been settled.
  • Will I receive a final bill from Ørsted? If so who do I pay?
    Ørsted will invoice you for energy used up to the day of transfer and then Total Gas and Power will be responsible for your billing from that day onwards, in exactly the same way you would normally transfer from one supplier to another when you sign a new contract. Any final bill issued by us should be settled with us.
  • I’m moving premises, who should I inform?
    For now nothing changes and you should continue to manage your account and any queries with us. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.
  • I’m having my supply disconnected who should I inform?
    For now nothing changes and you should continue to manage your account and any queries with us. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.
  • What happens to my Triad payments?
    Reconciliation of industry charges and tariffs will be aligned with the transfer date so Ørsted will reconcile up to the transfer date and Total Gas and Power will reconcile for the period after that date. Where required Ørsted and Total Gas and Power will work together to reconcile a customer's account. You will not incur reconciliation charges or receive reconciliation credits for the same period more than once.
  • What will happen to my reconciliations for FiT etc?
    Reconciliation of industry charges and tariffs will be aligned with the transfer date so Ørsted will reconcile up to the transfer date and Total Gas and Power will reconcile for the period after that date. Where required Ørsted and Total Gas and Power will work together to reconcile a customer's account. You will not incur reconciliation charges or receive reconciliation credits for the same period more than once.
  • Do I need to provide a final or opening reading?
    No, we will agree meter readings for the transfer with Total Gas and Power however any meter readings you provide us will be taken into account for the meter readings we agree.
  • I have an existing query who will now manage this?
    For now nothing changes and you should continue to manage your account and any queries with us. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.
  • Will I still be able to access the portal for information?
    For now nothing changes and you should continue to manage your account and any queries with us as normal including accessing the portal. Once we have received competition clearance for the agreement we will write to you again to tell you what to expect and the timescales for the transfer.
  • Will my current payment method transfer?
    We will notify Total Gas and Power of your current payment method as part of the transfer however under current banking regulations we cannot transfer any direct debt mandates. In this situation Total Gas and Power will be aware that you normally pay by direct debit and will be in touch shortly after the move to set up a new direct debit payment with you.
  • If my account has a credit who will refund me?
    Once the transfer is complete, Ørsted will invoice you up to the date of transfer to meter readings agreed with Total Gas and Power. Any credit on your account following this final invoice will be refunded by Ørsted.
  • I am not due to transfer until after the date – will this still happen?
    If you have signed an agreement with Ørsted that does not commence until after the transfer has taken place then we will provide Total Gas and Power with your details and the terms of the contract (terms and conditions, length, price etc.) and they will honour those terms for the length of the original agreement.
  • Is there any risk to my security of supply?
    No. There is absolutely no risk to the supply of energy to your property and no risk of interruption either. You will see no difference to the energy supplied to your property as a result of the move.
  • Will I be paying 2 bills during the transfer period?
    No. Ørsted will invoice you for energy used up to the day of transfer and then Total Gas and Power will be responsible for your billing from that day onwards, in exactly the same way you would normally transfer from one supplier to another when you sign a new contract.
  • My account has 1 point of contact who will take over my account?
    Total Gas and Power have an experienced sales force and servicing team ready to help you at the time of transfer. Ørsted will remain your point of contact up until the transfer date. Total Gas and Power will be in touch closer to the time of transfer to advise you of your new points of contacts. Due to competition law, Total Gas and Power are not permitted to discuss your account with you until the transfer takes place.
  • Will I need to provide you with my CLL and VAT forms again?
    No, we will arrange for your existing contractual documentation such as the contract, VAT & CCL forms and your LOA to be transferred over to Total Gas and Power as part of the process.