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Billing and payments
How do I view my bill online?
You can view your bills online via our eBilling portal. To log in, click ‘Manage account’ on the top right of this page to login.
How do I pay my bill?
You can pay online, over the phone or by BACS. You can find the details here.
How do I set up a Direct Debit?
If you wish to set up a Direct Debit to pay your bill, please contact us to request the required form. If you have any questions about Direct Debit, please contact your Customer Service Executive.
Am I eligible for reduced rate VAT?
The standard rate of VAT will be applied automatically unless the site’s usage demand for a set billing period falls under the De Minimis ruling - less than 33 units/kWh per day. This level of demand is considered to be domestic for VAT purposes so the reduced VAT rate of 5% will apply. The reduced VAT rate of 5% incurs no CCL charge.
If your supply qualifies for exemption due to domestic, charitable non-business, or education establishment purposes, you must complete a VAT declaration form. Suppliers can retrospectively apply this exemption depending on the effective date completed on the form.
You can find the form here. Please return it to your Customer Service Executive.
Can I claim any other discounts?
You may be eligible for Climate Change Levy discount or energy-intensive industries (EII) exemption. See our billing page for more information.
How do I get a refund to my account?
Please contact your Customer Service Executive if you have questions about refunds for your account.
Where do I send remittances?
Send your remittance with your SmartestEnergy account number to remittances@smartestenergy.com.
How do you complete your credit reporting?
SmartestEnergy, like other energy suppliers, uses a credit reference agency to perform credit checks. This helps us assess your creditworthiness and ensure a smooth supply of energy. We use Experian, a leading credit reference agency in the UK.
Sharing your payment information with Experian can impact the credit score of your business. On-time payments can improve this score, while missed or late payments can have a negative impact.
Here's what you should be aware of:
- We share information about your payments with Experian on a regular basis, as outlined in our privacy policy. This helps keep your credit report up-to-date.
- Making payments on time can help improve the credit score of your business. This can benefit you when applying for other forms of credit in the future.
- Missing payments or making late payments can negatively impact the credit score of your business. This could make it more difficult to get approved for loans, mortgages, or other credit products.
- We understand that circumstances can change, and if you're struggling to pay your energy bills, please contact us (01473 234168). We have a team dedicated to helping customers who are facing financial difficulties.
For more information on credit scoring and how it works, you can visit the Experian website: https://www.experian.co.uk/
Please note: It can take up to two weeks for any changes to the credit score of your business to be reflected on third-party websites like Credit Karma.
Complaints and disputes
How do I make a complaint?
Contact your Customer Services Executive and let them know you’re dissatisfied. They will discuss the different ways we can resolve the issue and initiate our complaints procedure. Find out more about our complaints procedure here.
Portfolio changes
How do I add a new connection to my account?
To install a new supply to one of your properties, please contact your Account Manager to request our New Connections form.
How do I remove the supply from a property?
If you need to remove a supply from one of your properties, please contact your Customer Service Executive.
How do I notify you that I’m moving out of a property?
If you’re moving out of a property we supply, please complete our Moving out online form.
When do I need to tell you?
Please give us as much notice as possible. The COT form must be forwarded to us 25 days before the transfer as per your Terms and Conditions. If you don’t you may remain responsible for the supply after you’ve left the premises.
What else do you need?
You must let us know if you want the supply to be de-energised or permanently disconnected so we can arrange this with other Agents.
Power cuts
My power is out, how do I report a power cut?
Power cuts can be reported to your local Distribution Network Operator by calling 105, free of charge. This number can be called from most landlines and mobile phones and is available in England, Scotland and Wales. For more information visit the website at www.powercut105.com.
I’m a generator, how do I report an outage?
If you have an outage, let us know by logging onto the outage management portal.
Not got a log in? Contact our customer services team to get one.
How do I report a gas leak?
To report a gas leak or suspected leak, call the National Gas Emergency Number of 0800 111 999.
How do I report energy theft?
Tampering with electricity or gas meters can be dangerous.
If you see or suspect energy theft, report it to Stay Energy Safe by calling 0800 023 2777 or using their online form.
Who do I contact if there’s an emergency with my supply?
In an emergency, contact your local Distribution Network Operator (DNO) using the number 105. Wherever you live in England, Scotland or Wales, calling 105 is free and will connect you with your local network operator.
Switching to or from SmartestEnergy
How do I join SmartestEnergy?
If you’re a new customer moving into a property we supply, get more information on how to join SmartestEnergy here.
I want to switch to an alternative supplier. How do I leave SmartestEnergy?
If you’re not in a contract with us you can leave at any time, providing there’s no debt attached to your account.
Once you enter into a contract with an alternative supplier, they’ll apply to move your MPAN from us.
Meters and readings
How do I send you my meter reading?
It’s quick and easy to send us your meter reading. See how here.
Can I see my consumption data?
It’s free to access your consumption data and it could help you reduce your energy usage. To submit a request, please email your Customer Service Executive with the following information:
- Company name
- Account number
- MPAN number(s)
If you are you a Third Party, requesting this information on behalf of your client, please attach a letter of authority as proof of consent from your customer.
How do I arrange a meter installation?
Find out more details on the installation process here and fill in the form, and we’ll get things started.
What can I expect when you access my site?
There are times when we will need access to your site, to either read, repair or inspect your meter. In this instance we will send an Agent who will visit your site on our behalf. Find out what to expect from our Agents, how we manage them, how you can check who they are and how to get help or advice about a visit here.
I have a smart meter installed, why have I received an estimate?
From time-to-time it may be necessary to issue a bill based on estimates, even if you have a working smart meter. This could be due to a poor or intermittent signal from your smart meter. Also, depending on when we obtain the readings from your smart meter, a small part of your usage may be estimated up until the end of the calendar month. Any estimates are based on expected usage and industry information so will be as accurate as possible.
If my power is cut off, will I need to reconnect my meter?
It depends on the type of supply meter you have installed, most will automatically switch back on once the supply becomes available, others may require you to manually push a reconnect button, typically located on the front of your meter.
Get in touch
Large business
If you're a generator or a commercial and industial (C&I) business, you're in the right place.
Am I a large business?
- 300,000 kWh+ annual volume
- £50k+ annual spend
Existing large business customer?
Small business
If you're a micro or smaller business you should visit our SmartestEnergy Business website.
Am I a small business?
- < 300,000 kWh annual volume
- < £50k annual spend
Existing small business customer?