Our service to you

Supporting your business with the best energy products and the best customer service

Using a wealth of industry expertise, we’ll work with you to make better energy choices, to help your business become greener and more cost-efficient.


By giving you access to renewable energy, flexibility solutions and smart energy tools, we’ll help your business transition to a greener future and achieve your CSR agenda.


We bring you the best customer service experience and continual investment in digital innovation, to help you manage your accounts and queries in the most efficient way. That’s why 92% of our customers stay with us.


You can read our customer testimonials below.

Our commitments to you
  • Guaranteed Standards of Performance

    As a customer, it's important that you know the standards of performance you can expect from your Gas Transporter (GT), electricity Distribution Network Operator (DNO) and Ørsted. You also need to know the actions you can take if these standards are not met.

    Your GT owns the network of gas pipes which supply gas to your premises and your DNO owns the electricity wires and cables which supply electricity to your premises.

    Click here to download the Guaranteed Standards of Performance

  • If you have a complaint
    We're passionate about delivering excellent customer service. However, if you are not happy with our service and wish to make a complaint, we have the following guidelines in place to ensure that this is handled quickly and efficiently.

    Please view our Complaints process page for full details on how to make a complaint, what happens when you make a complaint, plus names of other organisations that may be able to assist you.
  • Refunds for microbusiness customers with closed accounts
    We’re committed to delivering the highest standards of customer service, and recognise our responsibility to refund credits on closed accounts for microbusiness* customers. You can download the Voluntary Standards for Microbusiness customers to find out more about the responsibilities we have as a supplier, and more information about refunds on closed accounts. These standards have been agreed with Energy UK and the Industrial and Commercial Shippers and Suppliers Group (ICoSS). Both organisations promote good practice within the energy sector.
    Find out more about ICoSS here. Find out more about Energy UK here.

    If you have moved premises, or changed your supplier you may be entitled to a refund.

    Moving premises

    If you have moved premises, please download and complete a change of tenancy form and send it to customer_transfers@orsted.co.uk

    Changing suppliers

    If you have changed supplier, please send the following information to

    • Your final meter reading
    • Your contact details and forwarding address

    If there is a credit amount on your account, we will refund this within 28 days of the date on your final bill, or as soon as is practical after that time.

    *A microbusiness is defined as a business which:

    a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or
    b. Has fewer than ten employees and an annual turnover not exceeding €2m

  • Back billing commitments 

    If you are charged incorrectly for your energy use, we may send an invoice to recover these costs. This is known as 'back billing.'


    We aim to bring you the best customer service experience, to help you manage your accounts and queries in the most efficient way. This includes complying with our responsibilities when it comes to back billing.


    When we don’t invoice you correctly for your energy use, we will only recover charges for energy used in the last 12 months, in accordance with industry regulations.

    There are exceptions to this, as follows:  


    • If you behave in an obstructive or unreasonable way (for example if you are involved in energy theft, or you will not allow us access to take a meter reading without a valid reason).
    • Any other circumstances specified by Ofgem.


    A microbusiness is defined as a business which:


    a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or

    b. Has fewer than ten employees and an annual turnover not exceeding €2m. 




  • Visiting your premises

    On occasion, representatives of Ørsted may need to visit your site in order to potentially carry out any of the below:

    • Site surveys
    • AMR installation
    • Meter exchanges
    • Routine maintenance visits

    Arranging the site visit

    If a visit is required, our representatives will always attempt to book an appointment with you in advance, by telephone.
    When our representatives telephone, they are required to clearly explain their reason for contacting you, making it clear they are acting on behalf of Ørsted. Additionally, they are required to confirm:

    • Site address details
    • Access requirements
    • Individual customer or site requirements
    • Passwords or additional security arrangements


    If you require a risk assessment and method statement, please request this during your discussions with the representative.
    If the representative is unable to make contact with you, they will attempt to make the visit to carry out these works.

    On the day of the site visit

    If an appointment has been agreed in advance and it is possible to do so, the representative will telephone on the day of the appointment, prior to the visit to provide you with an estimated time of arrival.

    When the representative arrives on-site, they are required to:

    • Be polite and professional
    • Wear appropriate Personal Protective Equipment (PPE)
    • Show you their ID / accreditation upon request
    • Explain the reason for the visit, confirming it is appropriate to proceed before starting any work.
    • Keep you informed about the progress of that work, which includes advising you at any point if any technical issues or concerns arise.
    • Ensure that the work area is clean and tidy before leaving, removing all tools and materials
    • Confirm that you are satisfied with the work carried out and help with any other questions that you may have.
    • Record your comments or feedback, in order it pass them back to Ørsted.


    Work carried out at your premises by other third parties

    On occasion, representatives or agents that are unrelated to Ørsted may arrive at your premises to review your metering supply infrastructure. These third parties will usually be acting on behalf of the companies that are responsible for the Distribution infrastructure (i.e. National Grid, Scotia, Southern, Wales & West or Northern Gas Networks).

    We cannot account for all agents of all parties that carry out work on the UK’s energy infrastructure, however any reputable agent or Reasonably Prudent Operator (RPO) will be happy to share accreditation information with you, and provide you with the means to check their credentials and reasons for attending your site. Once confirmed, the agent will then need to proceed with their work.
    Ørsted does not have direct involvement with these parties, therefore it is important that you ask them to provide you with their credentials.

    Providing feedback

    You can provide feedback in the following ways:

    • Contact your Ørsted Account Manager or call our customer service team on 0800 0568 101.
    • Complete a Customer Satisfaction questionnaire. (You will receive this - or be invited over the telephone to participate).

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