Customer FAQs Support Page
08/04/2025
Why are you doing this?
Our parent company, Drax, has restructured its customers business to support the development of its core Industrial & Commercial (I&C) supply operations. As part of this streamlining, they’ve explored our strategic options for Opus Energy.
Drax expects the deal will support the development of their core energy supply strategy which is focused on I&C customers, renewable power and energy services.
What if I have a pre-payment meter (PPM)?
We’re contacting our PPM customers to exchange the property’s pre-payment meter. These old meter types won’t be supported by PE and could potentially lead to complications with topping up your meter after 30 April if no action is taken.
This meter upgrade will be exchanged at no extra cost to you. It enables you to pay for your consumption in arrears via a monthly bill and no longer requires you to top-up your key.
What should I do in the meantime?
Until 30 April, please continue to top-up your meter with sufficient credit until your meter is exchanged. This will help you avoid potential self-disconnection following the transfer to PE.
What if I don’t exchange my meter type?
If your meter doesn’t get exchanged by 30 April, we or PE will continue to attempt contact to make this happen. You’ll need to make sure that prior to 30 April your meter is topped up with sufficient credit until your meter is exchanged, to avoid self-disconnection.
Does my tariff change?
Account balances and billing arrangements for contracted customers remain unchanged for now. It really is business as usual when you switch to PE. For customers on Deemed, Variable or Out of Contract rates, PE will be in touch about what this means for you.
Does my contract(s) change?
No, contracts will run according to their current terms and conditions. As a contracted customer the price you pay for your energy and the way your contract(s) works won’t change. Your terms and conditions and your contract(s) end date, where applicable, will stay the same too. Your contract(s) will just be with PE from the date of transfer, rather than Opus Energy.
Should I cancel my direct debit?
Direct debit instructions should be kept in place, please do not cancel them as we’ll continue to take payments. You’ll continue to be billed by PE as usual after your contract(s) transfer.
Future billing dates and payment dates may change to align with PE billing cycles. You’ll receive a Welcome Pack from PE, shortly after the transfer date, with all the information you’ll need. Once you have this, please direct any questions about future billing cycle or payment collection dates to PE as the supply will have been transferred from Opus Energy.
What if I pay by BACS, rather than Direct Debit?
PE will be in touch to let you know what details you’ll need to update in order to make your future BACS payments. Any invoices issued by Opus Energy need to be paid to Opus Energy, and not PE.
I currently receive an account-managed service. Will this continue when my contract(s) are transferred to PE?
PE will be in touch with you nearer the time.
Can I leave my contract(s) early?
No, both Opus Energy and the customer will need to honour the remaining term of the contract(s), where this is applicable.
When will this happen? Are sales stopping immediately?
We are no longer accepting new business contracts, nor renewing existing contracts. If your new Opus Energy supply contract is future-dated and has yet to start, you’ll migrate over to PE.
What do I do if my renewal is before the date contracts are due to be migrated to PE?
If you have agreed a contract(s) with us directly or are on Out of Contract or Variable rates, we’re no longer able to renew or offer fixed contracts. If you’re on Deemed or Variable rates, we are no longer able to offer you a new contract in the short term. You'll migrate over to PE. After this, you can choose to renew via PE if you wish. If you contract with us via a Third Party Intermediary (TPI), they can advise you on the renewal process.
Where can I find a new contract?
TPI customers should contact their TPI. Direct customers can talk to a TPI, visit price comparison websites, or contact another supplier directly.
Customers can get switching information by visiting Ofgem’s website: ofgem.gov.uk/information-consumers/energy-advice-businesses.
What happens to my final Opus Energy invoice?
The timing of your final invoice date may be adjusted to reflect the date your contract(s) is switched to PE. The timing of your final invoice may mean the amount is different to your usual bill.
I’m due to move out of the property Opus Energy supply, who do I tell?
Once your account has migrated to PE you’ll need to contact them and provide the relevant information. If the move occurs before then, simply contact Opus Energy.
My account is currently in credit, what happens when my supply transfers?
Any final credit is expected to transfer to PE from 30 May 2025, and you will need to contact them to arrange for that credit to be returned.
What if we do not want to be transferred?
Under our terms and conditions with you, we are permitted to transfer your contract(s) to a licensed supplier of gas or electricity (as applicable), such as PE, and you are obliged to accept this transfer from the date you are told that the transfer has taken place. The exact clause will vary depending on the terms of your contract(s), but it will be in clause 13, 14 or 15.