- About SSE and Glide
- What is this
- Definitions (what the words in this contract mean)
- About this contract
- About you
- Prices and charges
- Paying your bill
- Paying a deposit
- Meters and access to your property
- Stopping your supply
- Changing this contract
- Ending this contract
- Supply interruption and events outside our control
- Landlord and managing agents
- Prepayment meters
- Smart meters
- Our liability to you
- Third party payer
- Standards of service and how to complain
- Personal information
- Contacting each other
- Power cuts and gas leaks
- National Terms of Connection
1. About SSE and Glide
SSE is a trading name of OVO Electricity Limited registered in England and Wales number 06858121 (supply of electricity and Feed-In Tariffs) and OVO (S) Gas Limited registered in England and Wales number 02716495 (supply of gas). Registered office and principal place of business is at 1 Rivergate, Temple Quay, Bristol, BS1 6ED
Glide Utilities Limited, registered in England and Wales (Company No. 06194523 and VAT No. GB160731823) whose registered office and principal place of business is at Alpha Tower, Suffolk Street Queensway, Birmingham, B1 1TT (“Glide”), acts on behalf of SSE in relation to the supply of the gas and electricity.
Glide is working as an agent of SSE to supply you with gas and electricity under OVO’s supply licences. You will deal with and pay Glide under this contract.
2. What is this
These terms and conditions form a legally binding contract between you and SSE and set out the basis upon which SSE will supply gas or electricity (or both) to your property.
We may also ask you to agree to extra conditions for certain tariffs or bundles (for example, if you want to fix your prices for a while, or if you accept a promotional offer).
Please ensure that you read this contract carefully, and check that the details you provide are complete and accurate. If you (or any other customer at your property) think that there is a mistake with the details you have provided or if you require any changes at any point, please immediately contact us.
Where there is more than one tenant at the property, any one of the tenants can contact us to make changes to your account. If you do so, we reserve the right to contact any of the other tenants to ensure that they agree to the changes. We will confirm any agreed changes in writing to avoid any confusion between you and us.
The most up-to-date version of this contract will be on the website. If we change your terms and conditions in any way that could have a detrimental impact, we will write to you and let you know at least 30 days in advance.
3. Definitions (what the words in this contract mean)
|agent||the agents (other than Glide) and engineers (including, but not limited to gas transporters, network operators) appointed by us to assist with the facilitation of the services, including setting up the services, reading meters, providing and/or maintaining metering equipment.|
|contract||the overall contract between you and us made up these terms and conditions.|
|customer(s)/you/your||the tenant or group of tenants (as appropriate) who reside at the property, or the owner of the property, or the landlord of the property.|
|deemed contract||where we supply energy to a property, without there being an agreed contract between us, we’ll supply you under a deemed contract as described in paragraph 8 of Schedule 2B of the Gas Act 1986 or paragraph 3 of Schedule 6 of the Electricity Act 1989.|
|deposit||an amount of money you must pay as a security charge for us to supply you.|
|event outside our control||any act or event beyond our reasonable control, including without limitation failure of public or private telecommunications networks, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.|
|fees||the amount(s) payable by you for or relating to the supply as calculated in accordance with this contract.|
|gas transporter||the company licensed to deliver gas through the pipes to your property.|
|landlord||a customer who is the owner of a property (or a managing agent acting on behalf of the landlord) that rents it to tenants.|
|meter||the meter(s) and equipment for measuring and providing information on the gas and electricity you use.|
|network operator||the company licensed to deliver electricity and run the electricity distribution network in your area.|
|Ofgem||the Office of Gas and Electricity Markets, who regulate the gas and electricity markets in Great Britain.|
|owner||a customer who is the owner of a property.|
|OVO||means OVO Elec (when we are selling you electricity) or OVO Gas (when we are selling you gas).|
|property||the address where we provide the supply.|
|smart meter||a meter that records the amount of energy you use and is capable of communicating that usage directly to us.|
|supply||the gas or electricity (or both) we provide under this contract.|
|tenant||a customer who is a tenant or occupier of a property.|
|third party payer||the individual or company designated by a customer to pay the fees (either always or upon default) and to guarantee the customer’s obligations under this contract.|
|we||when we refer to “we”, “us” or “our” in this contract, we mean either: (i) OVO Gas (when we are selling you gas); (ii) OVO Elec (when we are selling you electricity); or (iii) Glide acting as an agent on behalf of OVO Gas and/or OVO Elec.|
|website||glide.co.uk or any of Glide’s websites (as applicable from time to time).|
4. About this contract
When the contract starts
This contract will start:
- when you agree with Glide on the phone that SSE will supply you under Glide’s management; or
- when you agree with Glide online that SSE will supply you under Glide’s management by clicking and agreeing to this contract.
If you didn’t enter into this contract with us in any of the ways described above and we already supply gas or electricity (or both) to your property, we will begin treating you as if you’d entered into this contract when:
- you move into your property;
- your tenants move out of your property (if you’re a landlord of the property); or
- you become responsible for your property.
In these circumstances, deemed tariffs will apply until:
- you agree a new tariff with us on the phone or online;
- you switch to another supplier;
- somebody else takes or has responsibility for your property; or
- your supply is disconnected
The deemed tariffs may change from time to time and we will notify you of any changes if you are on a deemed tariff
How to cancel the contract
If you have a contract with us (other than a deemed contract) , you have 14 days from the day after your contract was made to tell us that you want to cancel it. That 14 day period is called the cooling off period. It’s easy to cancel, please see our Cancellation policy. If you are on a deemed tariff, this will end in the manner identified above.
When will we start supplying gas or electricity?
We usually start supplying gas or electricity within 21 days from the day you place your order or on a later date if you request it. We will tell you when your supply will start. If we already supply your property, we will continue to do so.
It may take longer where:
- you ask for your supply to start on a later date;
- your old supplier prevents us from transferring the supply;
- you don’t give us the information that we need when we ask for it, and we can’t easily find the information anywhere else, despite doing everything we reasonably can to get hold of it;
- you are connected to a private gas or electricity network and a connection has not yet been made to the relevant distribution network or your metering has not yet been changed to the arrangement needed to allow us to start supplying you; or
we are prevented from starting your supply due to an event outside our control
5. About you
By entering into this contract, you confirm that:
- you are at least 18 years old, or if the property is in Scotland at least 16 years old;
- your property is in mainland Britain (we can’t supply you if your property is in Northern Ireland or the Channel Islands);
- the telephone number and/or email address you have provided is valid;
- your supply is for domestic purposes only;
- you have ensured that if there is more than one tenant signing up at your property, that all of the tenants have agreed for us to supply your property;
- you are the owner, landlord, or tenant of the property (or will be by the requested date you wish the supply to start); and
- the property is already connected to mains gas or mains electricity (or both).
If you use your property completely or mainly for business purposes, you must tell us within 7 days of the change and we will offer you a different contract.
- pay the fees in accordance with this contract;
- comply fully with this contract and any reasonable instructions we give you in relation to the supply;
- provide accurate information to us and ensure that this information is always kept up to date and accurate including your name, address and payment details;
- use our services for your own personal use (or where you are landlord for your tenants’ use) and totally or mainly for domestic purposes;
- provide a copy of your tenancy agreement(s) on our written request in relation to any property which we supply; and
- we may recover from you any costs (including from any third parties) we incur from any unlawful use of the supply.
6. Prices and charges
The fees for supplying gas and electricity are set out in our tariffs on our website. If you don’t have access to the internet, please call us and we’ll post you a copy.
Our prices and conditions sometimes depend on how you pay. Before we enter into the contract with you, we look at any information we have. This may include what we know about how you’ve paid your bills in the past, anything you’ve told us, and any information that a licensed credit reference agency has given us. We use all this information to decide how likely we think it is that you’ll be able to pay your bills. Our decision can affect how we ask you to pay. For example, it might affect how often we send you bills or we may ask you to pay a deposit
Our tariffs include two kinds of charge:
- a standing charge – a fixed amount per day, which helps to cover our fixed costs, for example those relating to meters and pipes (which could be zero); and
- a unit rate – an amount for the gas or electricity you use. We work this out in pence per kilowatt hour. For gas, we convert the amount you use into kilowatt hours using its calorific value – the amount of energy released when the gas burns.
If you are on a tariff which requires payment on a payment plan, you will be charged monthly in advance on a payment plan (which will be an estimate of your gas and electricity consumption at your property). We will then reconcile this payment plan with your actual energy usage from time to time and we reserve the right to adjust your payment plan to reflect your actual usage. You can contact us at any time to request a reconciliation of actual usage against your payment plan. If any reconciliation shows that one supply is in credit and another in debit, we reserve the right to put any credit towards any debit balances.
Charges that aren’t in our tariffs
We can also charge you for reasonable costs that aren’t included in our tariffs. These can be found on our website and include costs arising from:
- visiting your property and stopping, disconnecting or reconnecting your supply. We might charge for this if you ask us to do it, or if the reason for doing it is your fault (for example if you’ve damaged the meter);
- inspecting or working on your meter if you ask us to but there’s no problem with it;
- moving your meter to a convenient position, unless it is our fault the meter was not suitably located;
- trying to get back money you owe us. These costs include reasonable administration costs, as well as, for example, the cost of trying to contact you, visiting you, getting a warrant to enter your property and installing a prepayment meter;
- visiting your property if you’ve failed to do what we’ve asked you to do to meet your responsibilities under this contract and we’ve offered or tried to contact you by letter, phone or email;
- visiting your property when you haven’t kept an agreed appointment with us or our agents;
- you interfering with your gas or electricity meter, or stealing gas or electricity;
- replacing any card, key or token that you lose or damage;
- processing your credit card payment, if you choose to pay your bill by credit card;
- if you live in a recently built residential development, charges we have to pay for using the gas and electricity network within the development.
Where we charge a late payment fee, it will be the amount as set out in our policies on our website and it will be compensation to us for your breach of this contract. This charge is compensatory and is not subject to VAT
All our fees are in British pounds sterling and are affected by UK taxes (including VAT), though the government usually sets the rate for domestic supplies lower than the standard rate.
If we change our tariffs, we can estimate your meter reading on the date the tariff changes. We’d use the old rate for the gas and electricity you’ve used before that date and the new rate from then on.
6.1 Additional Terms and Conditions for Customers on Glide Carefree Tariffs
These terms and conditions are in addition to (and do not replace) the Glide (Powered by SSE Energy Limited (“SSE”) – Domestic Supply Terms and Conditions. If there is anything in this section that is different to what we say in our terms and conditions, what we say in this section will take priority.
About this tariff
The Carefree Tariff, unless otherwise stated, is subject to availability and may be withdrawn at any time.
With this tariff you agree to be contacted during the tariff term for the installation of a smart meter and, where eligible, have one installed for each fuel we Supply. You are still eligible for this tariff if you currently have a smart meter installed or your property is currently ineligible for a smart meter.
If you already have a smart meter, we may contact you to upgrade your meter.
Who is eligible for this tariff?
This tariff is only available to Customers who:
- do not have one or more prepayment meters;
- are a domestic customer for the dual fuel supply of electricity and gas or the single fuel supply of electricity;
- have an electricity meter which is either a single rate, economy 7 or a smart meter operating in credit mode;
- pay for your electricity and gas by continuous credit/debit card payment authority;
- receive paperless billing via email and through our online account;
- have more than 2 bedrooms in the property and provide details of the number of bedrooms in your property – we reserve the right to request evidence of this such as a tenancy agreement;
- have an estimated consumption within the allowed parameters for the tariff at the point the quotation is received.
How this tariff works
If you are an existing Customer, you will be required to provide a meter reading for each fuel to allow us to calculate your up-to-date balance. Any credit will be refunded to you, and any debit balance will need to be paid in full.
If you are an existing or new Customer, and meet the eligibility criteria for this tariff, you will be required to provide details of the number of bedrooms in your property – we may ask you to provide evidence of this such as your tenancy agreement.
Once we have the information about your property, we will offer you a Carefree gas tariff and Carefree electricity tariff based on that information. There are no unit rate charges on this tariff. You’ll pay a daily standing charge for electricity and a daily standing charge for gas. These charges are subject to VAT at the applicable rate.
We’ll show this in your confirmation email as a daily standing charge for each fuel. We will also show you the estimates these tariffs are based on in kilowatt hours (kWh). If you use more energy than we estimate, we won’t charge you for it. If you use less, we won’t give you a refund.
Whilst on this tariff we will still require regular meter readings.
Reasonable Use Policy
The energy you use should only be used for your own personal (and household) use in your own home. The energy and meter should not be used unlawfully or to set up or operate a business for you or anyone else. You should not use the energy to provide services for third parties or organisations. We will monitor the amount of energy you are using. If you use over 50% more than the energy we expect you to use, as detailed in the confirmation letter, we may contact you and ask you to confirm how you are using your energy and the number of bedrooms in your property (we may ask you to provide evidence of this such as your tenancy agreement). We may ask you to choose a different tariff. If we can’t get in contact with you or you don’t change tariff within 5 working days after we have contacted you, we will move the fuel (or fuels) which are in breach of this reasonable use policy to our standard variable tariff (with no exit fees) available at the time. We will give you 21 days’ notice before this change comes into effect. Our standard variable tariff (Glide Lite) prices can be found by visiting our tariffs on our website and can vary by your address and the type of meter you have.
7. Paying your bill
The bills and statements you’ll get
If you have a prepayment meter, we won’t send you bills but we will send you a statement once a year. The statement will show how much gas or electricity you’ve used that year, based on meter readings (actual or estimated).
If you don’t have a prepayment meter, you’ll get a statement each year and we’ll send you bills as well. They’ll be based on actual or estimated meter reading
How you’re agreeing to pay
You agree to pay Glide for SSE supplying gas or electricity (or both), and for any other charges that apply under this contract. This includes the charges in any extra conditions we’ve agreed with you.
You’re responsible for paying our bills. We may claim any money owed to us by you from any customer or third party payer
If you have not entered into this contract over the telephone or through our website, the owners, landlords or tenants of the property are responsible for paying for the supply.
Unless we agree otherwise, you must pay the fees you owe in full by the date shown on your bill. If you genuinely think the amount on your bill is incorrect, you must still pay any amount that you do not dispute. We’ll investigate and if we’ve made a mistake, we’ll change your bill. If we haven’t made a mistake, you have to pay the full bill.
If you have a prepayment meter, we will collect payment for the supply through the meter itself.
What happens if you don’t pay your bill
If you’re finding it difficult to pay, let us know and we’ll try to help you.
By entering into this contract you’ve agreed to pay your bills. If you don’t, we can make you pay a deposit, or pay in a different way (for example through a prepayment meter). We can also change how often we send you bills.
If we have to install a prepayment meter, we can charge you our reasonable costs for the work. If we make you pay using a prepayment meter, you might have to pay higher charges for gas and electricity. That can happen because the tariff you’re currently on isn’t available to prepayment meter customers.
You can find out more about these charges by looking at the terms and conditions for your new prepayment tariff (which are separate from this contract) or by looking our tariffs.
If you don’t pay your bill on time, we can charge interest on the overdue amount from the due date at the statutory rate.
What happens if you owe us money
If you owe us money (even if it’s under a different contract from this one), we can move money from your other contracts or accounts. For example, we could pay off your debt to us by using:
- money that we owe you;
- a deposit that you’ve paid; or
- money that you’ve paid under another account with us, even if that account is for a different property.
If you owe us money, it’s up to us to decide how we use your payments to pay it off. For example, we could decide to pay off your oldest bills first or pay off any other costs you owe us.
You agree to pay us any money you owe from previous contracts with us. You also agree to pay us:
- any money you owe your old supplier for charges that have been transferred to us; and
- any reasonable administration fees, so long as we tell you about them.
What happens if we find your bills are wrong after you’ve left us
After you’ve left us or moved to a different energy supplier, we might find out that some of the bills we’ve sent you were wrong. This could happen, for example, if you didn’t give us a meter reading when you ended the contract. If any bill was wrong, we’ll send you a new bill as soon as we can.
If the new bill shows that you owe us money, you have to pay it by the date shown on the bill. If you don’t think you owe this money, you need to tell us straight away.
If the new bill shows that you have money left in your account, we can use this money to pay off any amounts you owe us, even if they’re under a different contract.
If we find that you’ve overpaid, and you don’t owe us any money under a different contract, we’ll pay you back the full amount left in your account. We won’t pay you the money back if we don’t have your necessary details and we can’t get in touch with you or if 24 months passes.
This section 7 will still apply after this contract expires and after we have sent you a final bill.
8. Paying a deposit
We can ask you to pay a deposit whenever that’s reasonable (for example, if you haven’t been paying your bills on time). We’ll give you a reasonable time to pay us, but you have to pay by the date we say.
We won’t ask for a deposit if we install a prepayment meter at your property.
The deposit will be returned to you following termination of this contract although we may use any deposit to pay off what you owe us.
9. Meters and access to your property
We can ask you for a meter reading before we start to supply gas or electricity.
If you don’t give us a meter reading, you agree to allow us to read your meter. We can get someone else to read it for us. If you don’t give us a meter reading and we can’t take one, we’ll estimate your meter reading when we start to supply gas or electricity.
You need to give us meter readings at least quarterly to help ensure your bills are accurate. If you give a meter reading, we’ll do everything we reasonably can to make sure your next bill or statement takes account of it.
If we don’t think your meter reading is reasonably accurate, we’ll do everything we reasonably can to contact you to get a new one. If we can’t get a new one, we can estimate your meter reading.
Providing a meter
You agree that we can make arrangements on your behalf to provide your property with a meter and the equipment that goes with it. We won’t do this if you tell us that you’ll provide a different meter, as long as it’s one that’s been approved by the National Measurement Office. We’re not responsible for faults in a meter or fittings (like a meter box) that you’ve provided.
Making sure the meter isn’t damaged
You have to take reasonable care to make sure that the meter isn’t damaged or interfered with. If you don’t, you’ll have to pay for the reasonable cost of us (or our agents) visiting your property and working on the meter or other equipment.
You have to take reasonable care to make sure that the meter isn’t damaged or interfered with. If you don’t, you’ll have to pay for the reasonable cost of us (or our agents) visiting your property and working on the meter or other equipment.
If your meter is, or appears to be, running backwards, or is in any way failing to record your usage accurately due to a micro-generation system installed at your property, you agree to notify us immediately and we may charge you for the reasonable costs of repairing or replacing the meter.
If the meter at your property fails or fails to accurately register usage or consumption of the supply for whatever reason (including a defective meter or where you’ve had a microgeneration system installed at your property), you agree to pay for the amount we reasonably estimate has been used during the period in question.
Letting us into your property
You agree to let us, our agents, the gas transporter and the network operator into your property and to allow us and them to work on the meter in safety.
You agree to give us safe access to your property and the meter at any time in an emergency, or if we need to visit for any other reason, as long as we legally can. You agree to do the same for our agents, the gas transporter and the network operator.
You also agree to give us, our agents, the gas transporter and the network operator safe access to your property and the meter at all reasonable times for the following reasons:
- for any reason to do with your gas or electricity supply or the meter, metering equipment, pipes or wires. That includes reading a meter, as well as inspecting, repairing, swapping, testing, installing, isolating or removing the meter. It also includes changing the settings on a meter or stopping your supply;
- if, after this contract ends, we want to collect a meter or any other equipment that belongs to us; or
- so we can inspect or test a meter or connection that we don’t own or provide. You agree to pay our reasonable costs for doing this.
You have to make sure that we can get at your meter. If there’s any obstruction, we can make you remove it at your own cost.
10. Stopping your supply
Reasons for us to stop your gas or electricity supply
We’ll only stop your supply if the law allows us to. Under this contract, we can refuse to supply you, stop your supply or tell you to stop using it in the following circumstances:
- you want to leave your current supplier but they prevent us from supplying your gas or electricity (or both);
- your supply has been stopped either by us, the gas transporter, the network operator or another supplier, and the terms of our licences mean that we don’t have to reconnect you or continue to supply (for example if you’ve interfered with your meter);
- the circumstances mean that it isn’t reasonable for us to carry on supplying you. If we already supply your property, we’ll give you at least seven working days’ notice before we stop the supply;
- there’s an emergency;
- we’re prevented from supplying you by an event outside of our control. In this situation, we’ll do everything we reasonably can to restore your supply;
- Ofgem, the gas transporter or the network operator tell us to stop supplying you, or any law relating to the energy supply says we can legally stop supplying you. That includes our licences as well as any other agreements, authorisations, codes and procedures to do with us supplying gas or electricity;
- we’re not happy with the way your meter is set up. This might be because we or our agents didn’t provide the meter or because we or our agents can’t read the meter and it seems more likely than not that the meter has been tampered with;
- you’ve refused, when we’ve asked you to pay, a deposit, or to have a prepayment meter installed;
- if when asked, you didn’t give us satisfactory proof of identity and previous addresses for the last three years we may not be able to process your order.
11. Changing this contract
When we can change this contract
We can change the terms of this contract at any time, including prices and payment methods, unless we’ve agreed with you that we won’t. If we make a change, we’ll write to let you know.
The most up-to-date version of this contract will be on the website. If you don’t have access to the internet, please call us and we’ll send you the latest version.
If you’re not happy with any of the changes to this contract, you can end it as explained in section 12 – Ending this contract.
What happens if we change the contract or raise prices
If we make a change to this contract and that change puts you at a disadvantage, or if we raise prices, we’ll write to let you know at least 30 days before the change or price rise happens.
The change or price rise won’t affect you if:
- you end your current contract with us and then begin a new contract with us 20 working days after the change or price rise happened;
- you arrange for another company to supply your gas and electricity, and the new supplier tells us about this within 20 working days after the change or price rise has happened. That company has to begin supplying your gas and electricity reasonably soon after telling us.
If you switch to another supplier, you have to pay us any money you owe under the current contract. If you owe us money, we’re within our rights to stop you switching to another supplier. When we tell you that we can stop you switching, you need to pay us within 30 working days. If you don’t, you’ll have to accept the change or pay the higher prices.
This clause doesn’t apply if your price increase is a result of changing the way you pay us (for example if we install a prepayment meter or you stop paying by direct debit or continuous credit or debit card payment authority).
What happens if we agree changes with you
Occasionally we may also agree changes with you by mutual consent. We’ll write to you confirming the proposed change together with an explanation of what this will mean for you and ask you to confirm your agreement. Upon receiving your confirmation, we’ll confirm the agreed changes in writing.
Changing the names or address on your contract
We can change the customers or property on your account with your permission (for example if you move property and want us to supply you at your new property or if a new tenant at your property becomes jointly responsible with you under this contract).
12. Ending this contract
How you can end this contract
You can end this contract if you are moving home (for example your tenancy agreement ends or if you sell your home) and you don’t want us to supply gas or electricity at your new property. You need to tell us at least two days before you move. If you do that, your contract will end on the date you move out of your property. The only exception is if you still own your property on that date and no one else has taken over responsibility for it.
If you don’t give two days’ notice, this contract will continue until two working days after you tell us you have moved; or someone else gets gas or electricity at your property (whichever happens first).
In all other circumstances, you can end this contract at any time as long as you don’t owe us any money and you’ve started getting gas or electricity from another supplier or we’ve cut of your gas or electricity because you don’t need it any more.
If we supply you with both gas and electricity and you only transfer one fuel to another supplier, this contract will continue in respect of the fuel that remains with us.
When you end this contract, we can ask you for a meter reading. If you don’t give us an accurate reading, you might have to pay the difference between the reading you gave us (or the one we estimated) and the next meter reading.
In all circumstances, if you decide to move from or sell your property, it is important that you provide us with your new address and your new contact details
When we can stop you switching to a new supplier
You have to pay for all the gas and electricity that you use until the end of your contract with us along with any other money you owe us under this contract. If you don’t pay us for the gas and electricity you’ve used, and these charges have been outstanding for more than 28 days, then we can stop you switching to another supplier
We may also stop you switching to a new supplier if your new supplier asks us to because of their mistake or if the transfer does not have your consent or if you ask us to stop the transfer or if the new supplier’s application relates to a metering point that is a related meter and the new supplier has not applied to register all of the related meters on the same working day for the same start date.
When we can end this contract
We can end this contract immediately if:
- you break any of terms or conditions of this contract and we think it’s serious (for example if you tamper with your meter);
- we lose our licence to supply your property;
- Ofgem tells another company to supply your gas or electricity.
We can end this contract in any circumstances by giving you at least 30 days’ notice. If we terminate the contract and we still supply your gas or electricity (or both), then we will do so under our deemed tariffs instead.
Your final balance
If this contract ends for any reason, neither of us will lose any rights we already have (for example to claim money that is owed at the end of the contract). But if you have any money (credit) left on your account after we have told you about it, or if we cannot tell you about it because you have not given us a forwarding address, we will make a reasonable effort to contact and pay you.
We will not have to pay you this money if we’ve already made a reasonable effort to pay you the money and at least 24 months have passed since we told you the final amount we owe you. If your rights relating to us repaying money owed under this contract have ended and because our appropriate attempts to pay you have failed, please let us know as even though you no longer have a right to the money under the contract, we may still allow you to claim a repayment.
13. Supply interruption and events outside our control
We cannot guarantee an uninterrupted supply to you at all times but we are committed to providing you with a supply that has as few disruptions as possible.
Events outside our control
We will not be held liable or responsible for disruptions caused as a result of an event outside our control
If an event outside our control takes place that affects the performance of our obligations under this contract, we will contact you as soon as reasonably possible to notify you; and our obligations under this contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where the event outside our control affects the supply to you, we will restart the supply as soon as reasonably possible after the event outside our control is over.
The gas supplied to you under this contract shall be at the pressure laid down in the gas transporter’s code. Your gas supply may be interrupted or be of lower quality due to circumstances outside of our control or the control of the gas transporter.
In an emergency, or if we’re required by law, we or the gas transporter may need you to stop using gas. If notified, you must stop using gas immediately and you may only resume doing so once we or your gas transporter have given you the go ahead.
14. Landlord and managing agents
If you are the landlord of a property and you are paying the bills on behalf of your tenants, you must ensure that your tenants also comply with this contract and you must provide your tenants’ full names, mobile numbers, email addresses and tenancy agreements when we ask for it
If you sell the property or if the tenants change, you must immediately let us know along with the full names, mobile numbers and email addresses of the new owners or tenants.
If you are managing the property on behalf of the landlord, you confirm that you have the full authority of the landlord to act on their behalf in relation to this contract for the supply at the property.
15. Prepayment meters
You must keep the card, key or token we give you safe and undamaged. If you don’t, you may have to pay our reasonable costs (or those of our agents) for replacing the card, key or token.
- buy enough credit with the card, key or token that we gave you to cover any gas or electricity (or both) that you use, plus any extra charges that we are recovering through the meter; and
- keep your meter topped up, even when you are not using gas or electricity, to make sure there is enough credit on the meter to cover any charges that we will continue to recover through your meter (for example a standing charge or money you owe us) and to allow the meter to be updated by our electronic messages
If you do not, you may have to pay our reasonable costs (or those of our agents) for visiting your property and any work that we or our agents carry out in relation to the meter or other equipment
You may have to buy a minimum amount of credit each time you top up.
If you do not, you may have to pay our reasonable costs (or those of our agents) for visiting your property and any work that we or our agents carry out in relation to the meter or other equipment
We can swap prepayment meters for credit meters if you ask us (and if you have repaid any money that you owe us). We may ask you for a deposit or something similar before we will swap the meter. We may also ask you to pay our reasonable costs for swapping the meter.
If you owe any fees we may agree that you will pay it back by paying more on your prepayment meter than is needed to pay for the gas and electricity you use.
If you are repaying any money you owe us through your prepayment meter, you must stick to the payment schedule we’ve agreed. If you do not, we may ask you to pay us the total amount you owe straight away. Or, we can ask you to pay us back faster or in a different way. We will let you know before we make any changes
If we change our gas or electricity prices, there may be a short delay before the new prices are applied to your meter. The new prices will be available within a reasonable time and then applied to your key, card or token the next time you top it up. Your meter will then be updated with the new price, which will apply as soon as you insert your updated key, card or token into the meter.
16. Smart meters
You may have, or we may choose to install, a smart meter at your property. If we choose to install one, we will do so at our own cost. If you ask us to install one for you, we may charge you to do this.
If you have a smart meter installed by a previous supplier, we may have to treat it as a traditional meter.
We or our agents will at all times own the smart meter and any ancillary equipment.
You agree that we may use the smart meter to manage your supply without needing to visit your property. This includes reading the meter, monitoring the energy you use, repairing and updating the smart meter, switching the smart meter from credit to prepayment and disconnecting your supply (in the circumstances set out in this contract).
We will send you bills based on the meter readings from your smart meter. In some circumstances (for example if a smart meter has failed), we may still have to estimate some of your bills.
The information we collect from your smart meter may include meter readings as frequently as every day and you give us permission to collect and store this information. We also collect information about how your smart meter is working, including whether it has any faults, whether it has been interfered with and other details which help us run our business.
17. Our liability to you
We are only liable to you as set out in this contract. We have no other duty or liability to you except for those imposed by law.
We accept full legal responsibility if we or our agents kill or injure somebody (or cause somebody to be killed or injured) because we or our agents have been negligent or if we act criminally or unlawfully.
If you suffer any loss or damage, our responsibility to you will be limited to twenty five thousand pounds (£25,000) for each event that causes you loss or, if there are a number of connected events that cause you loss, our responsibility will be limited to twenty five thousand pounds (£25,000) in total for these events
We will not, under any circumstances, be responsible for any financial loss or damage (for example loss of profit, income, business, contract or goodwill) or any loss which, when we entered into this contract with you, we would not reasonably have expected would happen even if we, our employees, subcontractors or agents, did not follow this contract.
If the gas transporter or network operator cause you any loss or damage, we will only be legally responsible to you for the amount we are entitled to recover from them on your behalf.
Each paragraph of this section 17 applies separately and will continue to apply even after this contract has ended. If a court or other authority tells us we cannot rely on a certain paragraph, the other paragraphs will still apply.
18. Third party payer
If you’re a third party payer, you will be required to confirm that you are happy to take on the relevant customer’s obligations under this contract and this contract will apply to you as well as to the customer for whom you are paying
19. Standards of service and how to complain
Our standards of service
We are obliged to meet guaranteed standards of service and you may be entitled to compensation from the companies that look after your pipes and cables. Please see our Guaranteed standards of service policy.
We are committed to providing excellent customer service and endeavour to deal with any complaint fairly and within a reasonable period of time. However should you remain dissatisfied with any aspect of the supply, you should follow our Complaints policy and we will try to resolve your complaint as soon as possible.
20. Personal information
21. Contacting each other
You may contact us (at any time) by sending an email, or (during our working hours) by calling our telephone number (both as set out on our website). Any important communications (including any formal notices) should be sent by post to: Notice Team, Glide, Alpha Tower, Suffolk Street Queensway, Birmingham, B1 1TT.
We will contact you on the email address you provide to us. Any important communications (including any legal notices) which we need to send to you will be sent by post to the postal address that we supply.
22. Power cuts and gas leaks
In the event of power cut or blackout, please contact your local distributor here. If you have a gas leak, you should immediately dial the Transco emergency number on 0800 111 999 and follow the instructions here.
23. National Terms of Connection
If we supply you with our electricity service under this contract, you are also entering into a standard connection agreement for your electricity with your local electricity network operator. There is no similar agreement for our gas service.
We are acting on behalf of the network operator to make an agreement with you. The agreement is that you and your network operator both accept the National Terms of Connection (“NTC”) and agree to keep to its conditions. This will happen from the time you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties relating to the connection where your network operator delivers electricity to, or accepts electricity from, your property or business. If you want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London, SW1P 2AF or telephone 0207 706 5137 or visit www.connectionterms.co.uk
All communications with you may be recorded for training and quality control purposes.
The laws of England and Wales or Scotland apply to this contract, depending on where your property is, and any disputes will be settled in the courts of England and Wales or Scotland (as applicable).
All intellectual property rights in the services are owned or licensed by us and you have no right, title or interest in such intellectual property rights.
You cannot transfer any of your rights or responsibilities under this contract to another person without our written permission. We can transfer all or any part of this contract without your permission.
If, at any time, you do not keep to any part of this contract and we do not respond, this does not mean that we will not take action in the future. For example, if we don’t immediately take action to ask you for money that you owe us, this will not stop us from doing so in the future.
This contract sets out the entire agreement for the provision of our services between you and us and supersede any previous agreements or understandings between you and us.
This contract shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.
We may, without notice and at any time, set off any liability of you to us against any liability of us to you, whether either liability is liquidated or not, present or future, or arises under this contract or otherwise. Any exercise by us of our rights under this paragraph will not limit or affect any other rights or remedies available to us under these terms or otherwise.
All amounts due under this contract shall be paid by you to us in full without set off or counterclaim.
If a court or other authority tells us a part of the contract is not valid, the rest of the contract will not be affected.
We will not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents and may take legal action and/or refer any such behaviour to the police