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How long will the switch take?

It normally takes 21 days (3 weeks) to complete the switch. Occasionally it takes longer than this but, if it’s going to, we’ll let you know.

I haven’t received my welcome pack yet

The welcome pack isn’t really a pack. It’s simply the final letter that we send by email, when your switch is complete, which gives a summary of all your account details. Knowing this, if you still haven’t received it, then please let us know.

I supplied a meter reading to you but my old supplier has used a different reading to close my account. What should I do?

If you see that this has happened, let us know immediately. We’’ll then resubmit your meter reading to your old supplier.

Is Flow part of the Government’s Warm Home Discount Scheme?

The simple answer is no. Only larger suppliers have pockets deep enough to afford the scheme.

My Direct Debit has been taken but it seems too low. What’s happening?

If there has been a delay in switching either your gas or electricity, then we will often take a reduced Direct Debit amount. That’’s because we don’t think it’s fair to take the whole amount when we aren’’t supplying you with both gas and electricity yet. As soon as both fuels are on supply we’ll start to take the whole Direct Debit amount.

My switch is complete. What communication should I expect from you?

We know that customers, in general, don’’t want to hear from their energy supplier! So, unless we need to tell you about something important, we’’ll leave you alone. Of course, if there’’s ever anything you need to tell us, just get in touch.

One of my suppliers has been switched to Flow but the other hasn’t. What’s happening?

There are sometimes delays in transferring one of a customer’s fuels. For example, in general, switching the gas supply is often slightly slower than switching electricity. But there may be other issues that are caused by the industry’s systems for switching. If you’ve received confirmation from us that one of your fuels has switched but you haven’t yet heard about the other, please don’t worry. We will send you an email or letter as soon as we have confirmation that both switches will soon be complete.

When and how do I provide my first meter reading?

Please provide your first meter reading as near as possible to the supply start date we have given you. So, for example, if we’’ve told you that you’’ll be coming on supply with Flow on the 1st September, please read your meter as close as possible to the 1st September. To submit a meter reading, as well as to access a full guide on how to read your meter, please click here.

When will my first direct debit be taken?

It’ll be taken on the first day of supply.

How do I read my meter?

If you’’re struggling to read your gas or electricity meter, don’t worry, it’s a common problem. So we’v’e put together a simple guide to help you. Click here to read it. If you find you’’re still having difficulty, then simply get in touch and the team, as always, will provide you with help and advice.

How do I provide a meter reading?

You can now submit a meter reading using the Flow online portal. Before you use the Flow portal for the first time, you’ll need to register. To register, you’ll just need to enter some of the account details we hold on record for you. Click here to access the portal.

How often should I provide meter reading once I’ve switched to Flow?

You should provide meter readings every month. We’ll use these readings to work out how much energy you’ve used every month – which means we can keep your account balance as accurate as possible and make sure you’re not paying too much for your energy. 

I supplied a meter reading to you but my old supplier has used a different reading to close my account. What should I do?

If you see that this has happened, let us know immediately. If there’s a significant difference, then we’ll be able to dispute the read with your old supplier.

I tried to submit a meter reading in the portal, but it said my meters weren’t registered. What’s happening?

When you switch to Flow, part of the process is an agency linked to your previous supplier sending us the technical details for your meter. Sometimes, there’s a delay in us receiving these details. Without them, we can’t accept meter readings from you. Don’t worry if this is the case with your account. We know we’re still waiting for these details and we are chasing. Your account will be updated as soon as possible with your meter technical details and you’ll then be able to supply readings online.

When do I provide my first meter reading?

Please provide your first meter reading as near as possible to the supply start date we have given you. So, for example, if we’’ve told you that you’’ll be coming on supply with Flow on the 1st September, please read your meter as close as possible to the 1st September. Click here for more information about meter readings.

Can I manage my account online?

Yes, you can. Using the Flow portal you’ll be able to view monthly statements, submit meter readings and make payments, all online. Before you use the Flow portal for the first time, you’ll need to register. To register, you’ll just need to enter some of the account details we hold on record for you. Click here to access the portal.

Can I receive statements in the post?

You can. You’ll receive one every 6 months and it costs £3 per year.

How often will I receive a statement?

If you’ve chosen to receive statements in the post then you’ll receive a statement every 6 months. If you don’t receive paper statements then we’ll generate a statement for you every month, at the beginning of the month. You’ll then be able to view this using the online portal.

I’ve received a statement and there’s something I don’t understand.

If you have a question about your statement please get in touch with the team.

I’m having trouble registering to use the Flow portal, what can I do?

The information you need to provide when registering to use the Flow portal needs to exactly match the information we have on record for you. So, you’ll need to enter the same email address and the same phone number that we have on your account. If you can’t find your account number, please see the FAQ below or search for “Where can in find my account number?” in the “Ask a question” section at the top of this page. If then you still can’t register, then please do give the team a call.

Where can I find my account number?

Your account number can be found top right of any of the letters we have emailed to you. So, when you receive an email with an attachment from us, open up the attachment. Top right you’ll see the big Flow logo and directly underneath will be the date and your account number. It starts with 21 and it’s eight digits long.

How are Flow calculating my consumption and cost information displayed on my Annual Summaries?

All the information displayed in your Annual Summary is taken directly from your statements. We calculate this information based on usage, meter reads and your tariff charges.

Why might the cost information on my Annual Summary from the last 12 months be different to the cost prediction for the next 12 months?

The cost information for the last 12 months could include any change of tariff or change to tariff prices.  The cost prediction for the next 12 months would be based on your current tariff.

Can I have both fuels displayed on the same Annual Summary?

Sorry but no. We produce separate Annual Summaries to make the information clear and easy to understand based on the Ofgem recommendations for Annual Summaries.

What do the charts on my Annual Summary mean?

Displayed on our Annual Summaries are graphical representations of your usage in the form of a bar chart. You’ll see a difference between these two bars on the chart. That’s because the left hand bar will always display the kWh that you’ve been billed for over the last 12 months. This will also match the kWh figure displayed within the paragraph above the chart ’Over the last 12 months, you’ve used xx kWh’ The right hand bar will always display your estimated annual consumption that we have recorded on our system at the point of the Annual Summary being generated. It’s worth noting that this is just a side by side comparison, and is not used for any of the calculations displayed on the Annual Summary. The ‘Could You Pay Less’ figure displayed is calculated using the kWh you’ve used over the last 12 months, and multiplying by your current tariff rates.

Will my Direct Debit automatically change if I am paying too much?

Annual Summaries are only sent to customers who have had a account review completed.  We review your account and Direct Debit amount after the initial 6 months and then every 12 months thereafter.  Therefore your Annual Summary will have factored in your current amount after your review.  If however you would still like a review of you Direct Debit amount then please get in touch with the team using

Will I receive both Annual Summaries on the same date?

If you’re a dual fuel customer ( meaning you have both Gas and Electricity supplied by Flow ) you may receive the Annual Summaries on different dates if your supply start dates for the fuels are different. However if you’re a single fuel customer you’ll only receive one summary.

Why is my consumption showing as a negative figure?

When we’ve not received a meter reading either from yourself or through a meter reading agent we will calculate your usage based on average consumption data provided by the industry. As the readings from the industry are estimated, these can vary from your actual meter readings. Your Annual Summary (or summaries for dual fuel customers) is calculated using the total usage billed over the past 12 months, therefore if we receive a meter reading that is lower than the one we estimated 12 months ago it will result in your overall consumption displaying as negative.

Is my Annual Summary a bill?

No the Annual Summary (or summaries if you’re a dual fuel customer) you’ll receive is not a bill.  But it’s important to make a note of the information on it as it lists your past and predicted energy spend for the year.

How is my account reviewed?

We review your account based on your last year’s energy consumption and any payments made during this period. Following your review if any Direct Debit amendment is needed we’ll let you know by email or post (depending on your preference).  You’ll receive a minimum of 10 working day’s notice of any change to your Direct Debit payment amount.

Your current account balance is taken into account when calculating your monthly Direct Debit. However, if you would prefer a credit refund please contact us with an up to date meter reading. You will then receive a full refund (if applicable) and your Direct Debit will be amended to reflect your average monthly consumption.  If your account has a debit balance we will increase your direct debit amount over a 12 month period. If you would like to query or discuss a recent review please complete our contact form.

See also “How often do we review and potentially change your Direct Debit amounts?”

Can I change the amount of my Direct Debit?

If you think that your Direct Debit is too high or too low then let us know and we can discuss changing it. Please note that any change will take ten working days to come into effect.

Can I change the date of my Direct Debit?

Payment will be by Direct Debit and begin commencing around 2 weeks after we start supplying you and on the same day each month after that (or the working day after if it is a Saturday, Sunday or Public Holiday). However after the first Direct debit collection we can change the collection date upon request. Please note any change will take ten working days to come into effect.

Can I make an additional payment to my account?

Yes, of course. You can do this using the online portal.

How does my monthly payment plan work?

Your monthly Direct Debit amount is the same every month. But, of course, you use different amounts of energy each month. So, for example, in summer, your account may be in credit –because the amount you pay is more than the cost of the energy you use. This credit balance will then gradually be used up over winter, when you’’re using more energy.  If your account is persistently in credit or debit, then we may change your Direct Debit amount. We review Direct Debits every 6 months. Click here to watch a short explanatory video.

How often do you review and potentially change direct debit amounts?

We review your Direct Debit amount 6 months after you come on supply, unless you ask us to review it sooner. After that we review every 12 months. When we review your Direct Debit we’ work out whether we need to change it or not. Your account should be in credit at the beginning of winter. This is so that you have enough credit in your account to cover increased usage over winter. Equally, your account should be in debit at the end of winter. Less usage over spring and summer will allow this debit balance to clear. If your account is running differently to the above, then we may amend your Direct Debit amount to help you get into this position. See also: “How is my account reviewed?”

What if I want to change my bank details?

If you want to change your bank details just give us a call on 0800 092 0202 or send an email requesting the change to You’ll receive an automated letter confirming the change shortly after your details are updated. Please note that a change to your bank details takes 10 working days to come into effect.

The Direct Debit amount you’ve taken is lower than you said it should be

If there has been a delay in one of your fuels coming on supply then we will reduce the amount we take as a Direct Debit until both fuels come on supply. Once both fuels are on supply, we’ll increase your Direct Debit back to the amount we originally quoted to you.

When will my first Direct Debit be taken?

Payment will be by Direct Debit and begin commencing around 2 weeks after we start supplying you and on the same day each month after that (or the working day after if it is a Saturday, Sunday or Public Holiday). However after that point we can change the collection date upon request. Please note that any change will take ten working days to come into effect.

Why can’t I use my Smart Meter’s Smart functionality with Flow?

We currently don’t support all your Smart Meter’s functions as we don’t have the infrastructure and agreements in place. However, we will in the future.

Will you be offering Smart Meters in the future?

Yes we will.  We’re already starting to roll them out. We’ll let you know when we’re ready to install them in your area.

What does microCHP mean?

The CHP in microCHP stands for Combined Heat and Power. It means that the Flow boiler generates electricity at the same time as it’s providing heat for your home.

What’s the output of the boiler?

The electrical output is up to 1000 watts. Thermal output is: Minimum 7.2 kilowatts condensing, 6.8 kilowatts non-condensing. Maximum 18.0kw condensing, 16.9 kw non-condensing.

What’s the power consumption of the boiler?

On standby it’s about 10 watts. Generating, it’s about 200 watts maximum, with losses dependent on power output. Fuel consumption at the maximum burner firing rate is 1.8m3 per hour.

Will the Flow boiler reduce my bills?

For the first five years, the electricity the boiler generates pays off the cost of the boiler – see the Packages pages for more information. After those first five years the electricity the boiler generates will reduce your electricity bills – by up to £500 a year, including Feed-in Tariff payments and depending on the size and type of your home and how you use your heating system.

Will the Flow boiler reduce my household carbon emissions?

Yes, absolutely, from the word go. If you’re replacing an older boiler, then the Flow boiler will automatically reduce your carbon emissions because it will be more efficient. However, the Flow boiler also reduces your household carbon emissions by generating low-carbon electricity. This electricity is generated much more efficiently than electricity from big power stations and none is lost in transmission down power lines because it’s generated and used in the home. So, when the Flow boiler produces 2000kWh of electricity, it reduces your household carbon emissions by about 1000kg. That’s roughly the same as driving 4000 miles less in the average UK car.

Does microCHP technology attract the Feed In Tariff?

Yes it does, for the first 30,000 UK domestic microCHP customers. However, if we have provided the boiler to you and you have only paid for installation, then the Feed In Tariff will go towards paying for the cost of the boiler.

How big is the Flow boiler and how much does it weigh?

The dimensions of the boiler are 495mm width X 425mm depth X 850mm height. It weighs about 95kg. So, it’s a similar size to other domestic models.

How does the boiler connect to the network in the home and to the National Grid?

The boiler will connect to the low voltage (230V) mains network in a customer’s house. The appliance incorporates an electrical power controller which monitors the mains and conditions the generated electricity to inject into the household ring main. In most cases it is expected that the electrical power will be consumed in the home. If the home’s demand is lower than the electricity generated, then the excess is exported through the household meter into the local network.

How does the Feed In Tariff work if I have solar panels?

You would still get your Feed In Tariff for your solar panels and the Flow boiler would attract the Feed In Tariff too (although please also note the answer to the question above).

How efficient is the Flow boiler?

The Flow boiler is an A-rated appliance with a 92% efficiency.

How much electricity does the Flow boiler generate?

The Flow boiler generates about 2000kWh of electricity a year when the household is using roughly 35,000kWh of gas. This is about half the electricity a typical household needs.

Is the Flow boiler suitable for all houses?

The Flow boiler is an 18kw condensing boiler that requires a separate hot water tank and it’s suitable for 3 – 5 bedroom houses. But we’re also working on a combi version, more powerful versions to heat even larger homes, and business models that would make the installation of the Flow boiler in much smaller homes economic.

What if I’m moving home?

You have a choice when you’re moving home: you can either stay with Flow or switch to a new supplier. If you decide to stay with Flow, that’s great. We’’ll simply close your account for your old home and then open a new account for your new home.If you decide not to stay with Flow in your new home, then we’re sorry to see you go and we’ll simply close your account.

PLEASE NOTE: No matter what your decision, you will not be charged an early exit fee if you move home.

You can start the process by filling out our Moving home form. But before you do, it would be helpful if you have this information to hand:

  • Your Flow customer number
  • Your old and new addresses
  • A contact telephone number
  • Meter readings for both addresses (if possible)
  • If renting, the name and address of your landlord, for both properties, if appropriate.

Can I have these Smart products in my home?

Yes, as long as when they are installed your home meets the minimum requirements.

Do I need to have these installed by a professional?

It depends on the package you choose. The Smart Thermostat will require installation by one of our approved engineers.

How is my usage and data stored/will Flow have access?

Your data is stored securely in our servers with your full consent in much the same way your energy account information is stored.

Do I need internet access?

Yes in order to benefit from the products you’ll need to be online.

What are Smart products and how can I benefit from having them in my home?

Smart products allow you more comfort, control and efficiency. Put simply Flow’s range of smart products make your home work smarter.

How is the TCR calculated?

1. Multiply our unit rate by Ofgem’s average consumption figures – 3,100 kWh for electricity and 12,500 kWh for gas 2. Add a year’s standing charge (daily standing charge *365) 3. Add VAT 4. Divide this figure by 3,100 or 12,500 to give us pence per kWh

The TCR doesn’t seem to produce an accurate figure when I use it to calculate my costs. Why not?

The Thames tariff is made up of a unit price for every unit of energy used plus a daily standing charge –that pays for the wires, distribution, metering, energy infrastructure etc. If you don’’t use much energy you will still pay a standing charge so you may find your average cost per unit becomes higher than the ‘average use’ used in the TCR calculation. If you use a lot of energy you may find that your average unit cost is lower than that shown in the TCR. The tariff comparison rate sets out the unit price (as pence per kWh) with a typical annual electricity consumption of 3,100 kWh or a typical annual gas consumption of 12,500 as defined by Ofgem. Obviously the amount people will pay for their energy depends on how much they use. For this reason it’s important to remember the TCR is intended to help you compare energy suppliers on a like for like basis – it’s just a guide and won’t give you a personal price. TCRs are only available for gas and single rate electricity. If you are on a tariff which means you get cheaper electricity at certain times (e.g. economy 7), then you won’t see a TCR for your electricity.

What is the Tariff Comparison Rate?

Ofgem have introduced a Tariff Comparison Rate (TCR) as part of their “Retail Market Review”. This isn’t the actual price you will pay. Instead this is designed to let you easily compare energy prices across all suppliers by combining the daily standing charge with the unit rate. It’s used in a similar way to the annual percentage rate (APR) the financial industry uses. Anybody can request a TCR from us at any time and all our bills and annual statements will contain a TCR that takes into account the tariff price, tie-ins, discounts, exemptions and bundled products.