Commonly asked electricity questions

We've answered some of the most frequently asked questions about Opus Energy electricity below. Please note that Opus Energy reviews these questions on a regular basis, so be sure to bookmark this page for future reference. If you have a specific question that is not answered here, please give us a call on 0843 227 2377*.

Billing enquiries

How do I submit meter readings?

The best way to avoid inaccurate bills is to keep your account up to date by regularly submitting meter readings. If you’re confused about how to read your meter, we’ve developed a simple guide to reading and submitting meter readings. You can submit your meter readings:

Online: Use our simple and quick to use online meter reading submission form
Telephone: Call 0843 227 2377* and talk to the Customer Service team
Email: Send the details to customerreads@opusenergy.com

What is a Direct Debit guarantee?

This guarantee is offered by all banks or building societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society. If the amounts to be paid, or the payment dates change, Opus Energy will notify you ten days in advance of your account being debited or as otherwise agreed.

If an error is made by Opus Energy, your bank or building society, you’re guaranteed a full and immediate refund from your branch. You can cancel a Direct Debit at any time by writing to your bank or building society.

If you do this please also contact the Customer Service team to let us know.

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

What is Opus Energy’s back billing policy?

We’re committed to delivering the highest standards of customer service and as part of our commitment we go beyond the requirements set out in the Voluntary Standards for Back Billing Micro Business Energy Customers. We won’t bill a customer for unbilled energy consumption in excess of one year old where it’s our error.

The information provided in the Voluntary Standards advises customers on the steps they can take to help prevent back bills and also details supplier’s responsibilities.

If you have a question or any concerns about back billing, please contact the Customer Service team on 0843 227 2377*.

What should I do if I feel that my bill is inaccurate?

The first step is to identify if the bill relates to an estimated meter reading. If it does you should contact the Customer Service team and submit an accurate meter reading. If the difference is significant we’ll send a replacement invoice, otherwise your next monthly invoice will highlight the amendment.

If you feel, after submitting an accurate meter reading, that your bill is still inaccurate please contact the Customer Service team who will be happy to look into your query.

What should I do if I think my meter is faulty?

Meter faults are extremely rare, but if you think your meter is faulty because the consumption readings are higher or lower than you’d expect the first step is to contact the Customer Service team.

They’ll ask you whether you’ve had any recent changes that might have had an effect on the consumption levels. For example, have you installed more equipment? New equipment can be more energy-efficient, giving you the opportunity to save on your electricity bills.

If you haven’t made any changes we’ll ask you to take a meter reading and contact the Customer Service team with the findings. This will identify just how much energy you’re using per day. If the reads are inconsistent it may be a mechanical problem with the meter and we’ll arrange for an independent engineer to check your meter.

If you are having problems, please contact the Customer Service team:
Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

Customer Service

Can the price I pay for electricity change during the life of the contract?

The price that you pay for your commodity is fixed at the start of your contract and this will not change throughout the duration of your contract. This gives you reassurance that whatever happens to commodity wholesale prices during the term of your contract, your business will be protected from the market’s volatility.

There are some elements of your invoice that are charged at a rate either regulated or set by the government. These include some distribution and transmission charges as well as taxes such as the Climate Change Levy and VAT. We’ll let you know in advance if any of these elements change during the term of your contract.

Am I committed to a minimum or maximum volume?

You’re not committed to a minimum or maximum volume of supply of electricity to a property under your contract with Opus Energy. However, if you intend to materially increase the amount of electricity your business premises uses, we may need to organise to increase the capacity of supply provided to your premises by your local distribution company or change the meter at your connection point to one more suitable. This may alter the price you pay for your metering or distribution costs. If you plan to make changes to your property that may alter your requirements for electricity supply, please feel free to contact our Siteworks team on the number below. They’ll be happy to talk through your plans with you and let you know the cost of different options if any changes are needed to your connection or metering.

Telephone: 0845 456 2655*
Email: contactus@opusenergy.com

Are telephone calls recorded?

Yes, all telephone calls received by Opus Energy are recorded for training and verification purposes.

How do I contact the Customer Service team?

Opus Energy is committed to our customers. For all general enquiries contact our Customer Service team who are on hand to answer your business gas questions:

Monday to Friday 08:00 – 18:00

Customer Service department
Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ

Telephone: 0843 227 2377*
Fax: 0845 223 5445
Email: contactus@opusenergy.com

If you have any feedback or complaints, you can contact us by getting in touch with our Customer Care team.

How do I register for online account management?

To manage your electricity account information through our website couldn’t be easier, to register contact the Customer Service team who will give you your personalised login.

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

Under what circumstances can my energy supply be cut off?

Your energy supply can be cut off if a qualified engineer believes there is a risk to health and safety. There are also industry mechanisms in place to allow a supplier to disconnect a customer for non-payment of debt, but the supplier must follow processes outlined by the industry and follow regulations laid out by Ofgem. If you’re experiencing difficulty in paying your invoices, please contact the Credit Control team as soon as possible and they’ll be happy to work with you to resolve any problems you may be having:

Telephone: 0843 227 2366*

 

What are deemed contract rates?

The UK legislation covering the supply of electricity, stipulates that when an individual takes over the responsibility of a property, they’re deemed to have entered into an agreement with the registered supplier of that property. This means that the electricity supplier is required to provide electricity to the customer and that the customer is required to pay for that electricity at the suppliers’ published rates until a new contract has been negotiated.

Our electricity deemed rates are:

  Standing charge (p/day) Unit rate (p/kWh)
01-04 Profile 70 19.50
05-08 Profile 240 19.50

If you’re currently on deemed rates call 0845 330 0915* to negotiate the best electricity price for your business.

What are my current electricity prices?

Opus Energy offers two invoicing options which will detail your current prices:

Opus Energy billing – electricity prices are highlighted on your monthly invoices and will also be shown on your contract or renewal letter.

Alternatively you can log on to your account online, or contact the Customer Service team who will be happy to advise you:

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

What is the duration of my contract?

The terms of your supply, including details of your prices and the duration for which they’re fixed can be found on the front page of your contract and within your start date letter. If you’d like to discuss any of these details or would like to receive a copy of your agreement, please contact the Customer Service team who will be happy to help you:

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

 

What options are available regarding payment terms?

Your payment terms and payment methods will be agreed with you and detailed in your electricity supply agreement. If you’re experiencing difficulty in paying your invoices, please contact the Credit Control team who will be happy to work with you to resolve any problems you may be having:

Telephone: 0843 227 2366*
Email: contactus@opusenergy.com

 

Where can I find the Terms and Conditions of my electricity contract?

Customers receive a copy of their electricity contract’s Terms & Conditions with their start letter. If you’re a current customer and would like another copy of your contract Terms and Conditions, please click here.

You can also contact the Customer Service team:

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

Who can I contact to find out more information about my contract, and what information will they need from me to look up these details?

If you have any queries about your electricity supply agreement, please log on to your online account . Alternatively, you can contact our Customer Service team who will be happy to explain the terms of your agreement and answer any of your questions. When calling please have to hand your account or site number, these can be found on your invoices or start date letter.

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

How can I raise a complaint?

Opus Energy has a complaints process in place to help you raise a complaint. Please click here to find out more.

Renewable energy

Does Opus Energy have a specific Renewables division?

Yes, Opus Energy has an experienced Renewables team. All Renewable customers will be assigned a dedicated Account Manager, who can be contacted directly for any advice at any stage of the process. To contact our Renewables team click here.

Does Opus Energy provide Power Purchase Agreements (PPAs)?

Yes, Opus Energy provides competitively priced PPAs. If you’d like more information please contact our Renewables team on 0845 040 5802*.

Does Opus Energy supply renewable energy?

At Opus Energy, we endeavour to secure as much of our power as possible from cleaner electricity sources.

If you’d like more information about where our renewable and cleaner energy comes from, click here.

I am interested in generating renewable power, can Opus Energy help?

Yes. Opus Renewable products enable you to sell your excess power and generate extra revenue. We’re always looking to increase the amount of electricity supplied to our customers from renewable and cleaner sourced power. Further information is available here.

What are Climate Change Levy exemptions?

Some businesses may not have to pay Climate Change Levy (CCL):

  • If your business consumes less than 12,000 kWh per year
  • Domestic users and 5% VAT registered users (non-business charity users). However, electricity used for business purposes by registered charities will be charged CCL
  • If your power is obtained from a renewable source or cleaner power produced by Combined Heat and Power generators, under the Combined Heat and Power Quality Assurance (CHPQA) programme
  • Public transport services that are 0% VAT registered
  • Intensive energy users are covered by an agreement negotiated with the Government and are decided on a case-by-case basis. Qualifying businesses will need to agree energy saving targets with the Government

To apply for CCL exemption, Opus Energy requires you to provide appropriate evidence or a completed PP11 certificate. This can be obtained from Customs and Excise at the following link:
http://customs.hmrc.gov.uk/channelsPortalWebApp/channelsPortalWebApp.portal?_nfpb=true&_pageLabel=pageExcise_Forms

To find out more about electricity obtained from renewable sources or cleaner Combined Heat and Power, read our environmental commitment.

What is Climate Change Levy and why do I have to pay it?

Climate change is an environmental challenge facing the world today. To contribute to its reduction the UK Government has introduced the Climate Change Levy (CCL), an energy tax which is applied to UK businesses who consume more than 12,000 kilowatt-hours (kWh) per year.

Its purpose is to encourage businesses to be more energy efficient in order to reduce greenhouse gas emissions. It’s expected to cut annual carbon emissions by 2.5 million tonnes a year.

The rate currently stands at 0.5240p/kWh. The levy is collected by electricity suppliers and is paid directly to the Government – no extra cost is added by Opus Energy.

What is the Renewable Obligation?

The Renewable Obligation scheme was set up in 2002 to support and encourage the generation of electricity from renewable sources. Under this scheme, all suppliers must provide funds to renewable generators either directly through the purchase of Renewable Obligation Certificates (ROCs) or by contributing to the Renewable Obligation Buy-out Fund.

Which renewable power sources does Opus Energy contract energy from?

Opus Energy contract power from wind, anaerobic digestion (AD), solar and hydro generators.

Meter readings

How do I submit a meter reading?

Opus Energy understands that all our customers are different; as a result we’ve developed four convenient ways for you to submit your meter readings:

Online: Use our simple online meter read submission form
Telephone: 0843 227 2377*
Email: customerreads@opusenergy.com
Post: Mail your completed meter read cards to Opus Energy, Royal Pavilion, 2 Summerhouse Road, Northampton NN3 6BJ

How do I take a meter reading?

Providing regular meter readings will ensure your invoices are accurate and enable you to efficiently plan your business’ finances. Read Opus Energy’s guide to reading and submitting electricity meter reads or use our quick how to below:

Quick guide to reading an electricity meter

  • Reading an electricity dial meter – read the dials from left to right, ignoring the dial marked 1/10. When the pointer is between two numbers, always note down the lower number, for example, if it is between 9 and 0, write down 9
  • Reading a digital meter – submit all the digits shown, including the decimal place. If you have a meter with more than one line, please enter both reads in the boxes as they appear on your meter
  • Reading a single-rate or multi rate meter – record the numbers left to right, ignoring the red number(s). If your meter has more than one line, please provide us with all the seven digits reads, as they appear on your meter

I am apprehensive about letting meter reading agents into my business – how do I know that they are trustworthy?

Opus Energy works closely with Lowri Beck, an independent meter reading company to take your business meter readings.

All Lowri Beck’s staff are fully uniformed and photo-identified, each equipped with a hand held terminal for the collection and transfer of data electronically. Taking a meter reading is a very quick activity – it should only approximately take a minute. Please take the time and enable the representative to take readings as providing regular meter readings will ensure your invoices are accurate and enable you to efficiently plan your business’ finances.

If you have any concerns about the person taking your meter reading do not hesitate to contact us:

Telephone: 0843 227 2377*
Email: customerreads@opusenergy.com

*All calls received by Opus Energy are recorded for training and verification purposes

Regulatory charges and CCL

How much VAT do I have to pay?

Your bill will state the amount of VAT that you’re paying. It is usually charged at the prevailing rate of 20%. However, if your business meets the ‘De minimis’ requirements, you ‘ll then be billed at 5%. This means that if you use an average of no more than 33 kWh per day (1000 kWh per month) for business electricity and/or less than an average of 5 therms or 145 kWh per day (150 therms/4397 kWh per month) for business gas, you’ll be billed at 5% VAT on your gas and electricity bills.

Where an electricity or gas supply is used wholly or partly for domestic or charitable non business use, that part of the supply qualifies for the reduced rate of VAT. This is known as qualifying use. Customers with qualifying use are requested to submit a separate customer declaration form for each supply to advise us what percentage is used for domestic or charitable non business purposes.

Further information regarding VAT is available from HMRC: http://www.hmrc.gov.uk/or HMRC National Advice Centre 0845 010 9000

You can download our VAT declaration form here.

What is the Climate Change Levy?

Climate Change Levy (CCL) is a tax applied to UK businesses who consume more than 12,000 kilowatt-hours (kWh) of electricity per year or more than 53,000 kilowatt-hours (kWh) of gas per year.

The levy is collected by electricity and gas suppliers and is passed to the Government. Its purpose is to encourage businesses to be more energy efficient in order to reduce greenhouse gas emissions. It’s expected to cut annual carbon emissions by 2.5 million tonnes a year and was introduced in April 2001. Opus Energy collects the Climate Change Levy on behalf of HM Revenue and Customs via your electricity or gas invoice. You can find more information about CCL on our Cleaner Energy pages.

What are distribution and transmission charges?

These are the regulated charges of the regional electricity distribution companies and the National Grid. They cover the costs involved in transporting gas and electricity around the country and to your business. These charges are built into your electricity and gas prices and are recovered via your electricity or gas invoice. Transmission and distribution charges typically make up approximately 20% of your electricity invoice.

These charges aren’t related to the wholesale element of your electricity or gas price – this was fixed by Opus Energy for the duration of your contract and hasn’t changed.

Why have these charges increased?

The UK regulator, Ofgem, has agreed that the transmission and distribution companies can increase their charges in order to fund future investment in the UK electricity network. This enables network operators to invest in upgrades to the systems and to support the connection of new renewable generators to the network.

When will the change become effective on my energy invoice?

If the regulated charges for your area have increased, we’ll write to you as soon as we’re notified of this ti confirm the exact date on which the new charges will commence.  In most cases, the distribution and transmission companies increase their charges with effect from 1st April.

Where can I get further information?

If you’d like to find out more about the distribution companies and how their charges are regulated, you can find more about the regulation of transmission and distribution charges on Ofgem’s website. Alternatively for more information about the regulation of gas transmission and distribution charges you can visit the Gas Governance website.

Moving premises

How do I find out who supplies my new premises?

Contact our Customer Service team who will be happy to give you the relevant contact numbers. Opus Energy can also arrange a low-cost quote for your new premises to enable us to continue our successful relationship.

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com

I’d like Opus Energy to supply my new property, what do I need to do?

We’d be delighted to arrange a quote for one of our cheap business electricity contracts.

I’ve recently moved into a property supplied by Opus Energy, what do I need to do?

Call the Customer Service team who will be happy to answer any questions you have on 0843 227 2377*. To move the business account into your name is a simple and quick process: we just need to know the date you moved in and a current meter read.

We’d be delighted to arrange a quote for one of our cheap business electricity contracts.

 

What information do you require when I move premises?

To enable us to close your old premises’ account and send your final invoice contact the Customer Service team when you know you’re moving. We’ll then ask you to give us an up-to-date meter reading (ideally take it on the day before or the day of the move) and a forwarding address where the final invoice is to be sent. To keep our records up to date, if you know the details of the new tenants taking over your old premises please forward this for our attention. We can also arrange a low-cost quote for your new premises to enable us to continue our successful relationship. We may request documents and lease agreements prior to processing a change of ownership.

Telephone: 0843 227 2377*
Email: contactus@opusenergy.com
Online: fill out our online form

 

Smart meters

How can I sign up to the free smart meter offer?

Customers can register their request for a smart meter here.

Once you’ve registered, you’ll be contacted directly by our metering partners. They’ll discuss with you the terms of the contract under which they’ll install and maintain your smart meter. Once you’ve entered into this contract with our smart metering partners, they’ll arrange for the installation of your smart meter. Whilst Opus Energy remains the registered supplier of your electricity, we ‘ll pay for the monthly charges associated with the meter.

Smart meters are subject to availability and standard terms and conditions of installation and supply. This offer is only available to electricity business customers supplied by Opus Energy Limited and is subject to contractual acceptance by Opus Energy and our metering partners. This offer is limited to a maximum of 10 meters per customer and is restricted to non-domestic sites consuming electricity for commercial purposes.

How does the smart meter take remote meter readings?

The smart meter records electricity consumption data and has the capacity to store this information for up to a year. The meter is dialled and sent to your supplier using GPS technology, eliminating the need for you to take readings yourself.

How long is the free smart meter offer open for?

Opus Energy recognises the significant benefits that smart meters can offer and therefore, currently, no fixed time has been applied to this offer.

How much will the smart meter and service cost?

Whilst the customer is registered as receiving their electricity supply from Opus Energy, there is no additional cost.

What are the customer benefits?

You’ll receive actual electricity meter reads on a monthly basis, without the need for a Meter Reader to visit to your premises. Opus Energy invoices using the actual meter reads, significantly reducing the need for estimated meter reads and providing improved billing accuracy.

What happens if there is a problem with the smart meter?

We’ve chosen meters that form some of the latest metering technology in the industry, and as such have an excellent record for performance. However, if in the unlikely event you do have a problem with your meter, the smart meter provider will arrange for an engineer to visit your premises to investigate the issue.

Who are Opus Energy’s smart metering partners?

Opus Energy uses a number of leading smart metering partners. You can read more about them here.

Will my business be without electricity whilst the smart meter is being installed?

Our smart metering partners will be able to provide you with an indication of the expected down time, prior to installation. They’ll work with you to ensure the installation takes place at the most convenient time for your business. For most premises the electricity will be disconnected for between one to two hours, although in some cases, no downtime is required.

Will there be a display so that I can read my own meter?

Yes, the meters have a display so that you can see your electricity consumption, however the display will only show cumulative readings.

Supply numbers explained

What is a Distributor ID?

The Distributor ID will identify the local Distribution Company for your electricity supply. The Distribution Company is responsible for management of the distribution system and electricity wires which transports the electricity to your meter. In the event of a power cut, please call your local Distribution Company. The main ones are:

10 – Eastern Electricity
11 – East Midlands Electricity
12 – London Electricity
13 – MANWEB
14 – Midlands Electricity
15 – Northern Electricity
16 – NORWEB
17 – Scottish Hydro-Electric
18 – Scottish Power
19 – Seeboard
20 – Southern Electricity
21 – SWALEC
22 – SWEB
23 – Yorkshire Electricity

What is a Line Loss Factor (LLF)?

The LLF code stipulates the expected costs the distribution company will charge the supplier for using the cables and network in your region. This LLF code will also indicate to the supplier the potential charges incurred, due to loss of energy incurred whilst getting the electricity supply to your meter.

What is a Meter Point ID number?

This is a unique number within the distribution area to identify the actual metering point.

What is a Meter Time switch Code (MTC)

The MTC indicates how many registers (set of meter reads or dials) your electricity meter has and what times they’ll operate during the day. For Example, the MTC will show if your meter has two registers, one which records day consumption, the other night consumption.

What is a profile class?

Every site that isn’t measured every half hour is settled on a profile class, which illustrates the expected consumption pattern. Select a profile from the list to view the associated consumption pattern.

1 Domestic Unrestricted
2 Domestic Economy 7
3 Non-Domestic Unrestricted
4 Non-Domestic Economy 7
5 Non-Domestic Maximum Demand 0-20% Load Factor
6 Non-Domestic Maximum Demand 20-30% Load Factor
7 Non-Domestic Maximum Demand 30-40% Load Factor
8 Non-Domestic Maximum Demand >40% Load Factor

What is a supply number?

An Electricity Supply Number, sometimes referred to as a Metering Point Administration Number (MPAN) is the unique number given to each electricity customer, to identify a meter point. This number is issued by the local distribution company that maintain the electricity cables in your area.

Supply Number Example

*All calls received by Opus Energy are recorded for training and verification purposes.
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