Find answers to your questions here

Smart meters will be available to customers on a limited basis from Autumn 2018. There’s no waiting list and no need to contact us now. We’ll release more information about smart meter availability in your area in Autumn 2018.

More information can be found on our smart meter page.

We need a meter reading on the last day of each month, to create a statement covering a whole month. So let’s say you provide a meter reading on the 25th. That’s useful but we’ll then need to estimate how much energy you’ve used between the 25th and the end of the month. That means that every month-end meter reading you see in the portal and on your statement is estimated. But it’s a very good estimate.

Meter readings that you provide don’t show in your online account dashboard. Instead, they show on your statement. Please note that only one reading for gas and one reading for electricity will be accepted every month, due to industry regulations. So please don’t submit multiple readings in any one month as only the first will be accepted and will be shown on your statement.

We review your account every year to check how much energy you’re using.  If you’re using more than expected then we’ll increase your Direct Debit amount to cover your usage. Or it may be that, when your fixed rate energy deal ended, you renewed on a new plan that had higher rates (because energy prices had increased). Of course, if you use less energy than expected or move to a cheaper tariff then your Direct Debit would decrease.

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 winter your account may be in debit because the amount you are paying is less than the cost of the energy you’re using. This debit balance will then gradually decrease through summer, when you’re using less energy but still paying the same.  If your account is persistently in credit or debit, then we may change your Direct Debit amount. We review your Direct Debit amount every 12 months (or upon request). Click here to watch a short explanatory video about your monthly payment plan.

Payment will be by Direct Debit and begin commencing around 9 days 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 that we are unable to change your collection date to the 29th, 30th or 31st of the month and that any change will take ten working days to come into effect.

Yes, you can. Using your online customer account – My Flow, you’ll be able to view monthly statements, submit meter readings and make payments, all online. Before you use My Flow 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 your online account.

The information you need to provide when registering to use your online account 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. 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. In the 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.  If then you still can’t register, then please do give the team a call on 0800 092 0202. We’re open Monday – Friday 8:00am – 8:00pm

You can now submit a meter reading using your online customer account (My Flow). Before you use your account 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 My Flow.

Because Flow are part of Energy Switch Guarantee we’ll make sure that your switch takes no more than 21 days from the day we receive your application. Occasionally it could take longer than this but, if it’s going to, we’ll let you know.

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.

Your regular bills will be paid via an agreed monthly Direct Debit collection. You can watch a video explaining how that works here. However, if your account is persistently in debit then we’d encourage you to make an additional payment – either online in your Flow account or over the phone.

We review your account every 12 months to see how much energy you’re using. If you’re using more or less than we predicted, then we may increase or decrease your monthly Direct Debit.  If your account debit or credit balance is surprisingly high, then we’ll flag your account before 12 months have passed, to let you know if your Direct Debit needs changing.  It’s really important to provide regular meter readings because this allows us to track exactly how much energy you’re actually using.

It’s normal for your account to be in credit sometimes, because you pay the same amount for your energy each month but use less in some months – for example, the summer months. This produces a credit balance. This credit balance will then reduce when you use more energy than is covered by your Direct Debit – typically in winter. If you ask for a ‘normal’ credit balance to be repaid, then it’s very likely that you’ll get into debt over winter.  However, if you have a persistently high credit balance then we will, of course, refund you. Just give us a call with up-to-date meter readings and we’ll take a look at your account.

If you think that your Direct Debit is too high or too low then let us know and we can discuss changing it. We’ll need you to provide some up-to-date meter readings. Please note that any change will take ten working days to come into effect.

After your first Direct debit collection we can change the collection date. Please note that we are unable to change your collection date to the 29th, 30th or 31st of the month and that any change will take ten working days to come into effect.

Yes, of course. If your account is in debit balance then you can make additional payments via your online account.

Additionally we can take additional payment by cheque or over the phone. Please note – If your balance is in credit you won’t be able to do this via your online account. Please call us if you wish to make a payment over the phone on 0800 092 0202 – We’re open weekdays from 8.00am – 8.00pm

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 your Direct Debit amount every 12 months (or upon request). Click here to watch a short explanatory video.

If you want to change your bank details just give us a call on 0800 092 0202 or use our contact us form to email the team. 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.

If there has been a delay in one of your fuels (gas and electricity) 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.

If you’ve chosen to receive statements in the post then you’ll receive a statement every month. 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 your online customer account My Flow.

If you’re having trouble viewing this month’s statements it may not be available just yet. Please check after the 10th of the month. If you can’t see any statements at all then please contact the team and we can check your account for all available statements and send you a copy of them if needed.

You can. You’ll need to update your preference on your online account or by contacting customer services. If you change your preference to postal you may no longer be able to view your statements online.

If you have a question about your statement please get in touch with the team on 0800 092 0202 – Monday – Friday, 8am – 8pm

Yes, you can. Using your online account you’ll be able to view monthly statements, submit meter readings and make payments, all online. Before you use My Flow 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 your online customer account.

The information you need to provide when registering to use My Flow 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. You’ll also need your account number which you can find top right of any correspondence we’ve sent to you.  If then you still can’t register, then please do give the team a call on 0800 092 0202 – we’re open Monday – Friday 8am – 8pm

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.

Existing customers should try to provide a meter reading every month, near the end of the month. We’ll send you an email every month that has a quick link. Or you can submit them in your online account.

New customers should call us with a meter reading just before, or up to five days after, the date you officially come on supply with Flow – don’t worry, we’ll send you an email to let you know when that is!

If you’re struggling to read your gas or electricity meter, don’t worry, it’s a common problem. So we’ve 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.

Meter readings that you provide don’t show in the portal itself. Instead, they show on your statement. Please note that only one reading for gas and one reading for electricity will be accepted every month, due to industry regulations. So please don’t submit multiple readings in any one month as only the first will be accepted.

We need to work out how much energy you’ve used in each full month, so we can generate an accurate statement for you each month. This means we need a meter reading on last day of each month. So let’s say you provide a meter reading in the month – for example, on the 25th. That’s great, it means we know how much energy you’ve used until the 25th. But we’ll then need to estimate how much energy you’ve used between the 25th and the end of the month, so we can generate a month-end meter reading and create your statement, which covers the whole month. That means that every month-end meter reading you see in the portal and on your statement is estimated. But it’s a very good estimate. We take any meter readings you provide and factor them in. We also look back at your historical consumption.

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. For now, please call us with your meter reading.

Submitting meter readings every month allows us to work out how much energy you’ve used every month. This means we can keep your account balance accurate and make sure you’re being billed the right amount. We send an email to every customer to make sure you don’t forget to submit them.

Once you’ve signed up as Flow customer you should start receiving monthly meter readings reminder emails (unless you’ve stated otherwise). If you are not receiving them make sure they are not going into a junk or spam folder. If you still find that you’re not receiving them at all, please contact the team on help@flowenergy.uk.com

We won’t be offering smart meters until the Autumn of 2018. There’s no need to contact us about smart meter availability before then, and there isn’t a waiting list. From Autumn 2018, we’ll be contacting customers when smart meters become available in their area

Sometimes the information we hold on your meters can be incorrect. For example, the rates displayed can be the wrong way round – so your day read is displaying as your night read. In a case like this, we ask that you complete a time test. A time test is where you record two sets of reads during the day, several hours apart. You will need to record both the day and night reads and write down the times of when the reads are taken. Please can you then send your results to help@flowenergy.uk.com for review. If there is an error found then the necessary adjustments will be made to your account. Either way the team will respond with the outcome.

Unfortunately, you can’t transfer an energy account from one property to another. So, if you’re moving home, we’ll need to close down your Flow account in your old home and switch you to Flow when you move into your new home.

Please note: even if you decide not to switch to Flow in your new home, you won’t be charged an early exit fee.

You can start the process by completing the Moving home form in your online account.  The most important thing to remember is to take meter readings on the day you move out of your old home and the day you move into your new home. With these, we can produce an accurate bill for your old home and start you off in the right place in your new home.

As long as you’ve provided us with closing meter readings for your old home, you should receive a final bill for your old home within 21 days.

Since you can’t transfer an energy account from one home to another, if you move home and the house you move into isn’t supplied by Flow, then you’ll need to switch to Flow in your new home just like you did when you first switched to Flow. So you’ll need to run a quote for your new home and switch online, or just call us on 0800 092 0202 with details of the supplier in your new home and we’ll get you switched over.

Simple, just give us a call! We’ll take some details and get you set up straight away. We’re open Monday – Friday 8am-8pm on 0800 092 0202 (free from mobiles and landlines).

We understand that dealing with the death of a family member or friend can be a very distressing experience and that paperwork is probably the last thing on your mind. We would like to offer our help by dealing with the administration of the Flow Energy account(s) in the simplest and quickest way possible. Please take a look at the information in our guide which explains what details and documents we need in order to conclude your loved one’s account(s) with us.

Because Flow are part of Energy Switch Guarantee we’ll make sure that your switch takes no more than 21 days from the day we receive your application. Occasionally it could take longer than this but, if it’s going to, we’ll let you know.

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.

Payment will be by Direct Debit and begin commencing around 9 days 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.

The welcome pack isn’t really a pack. It’s simply the final letter that we send by email, around 21 days after your switch has been initiated, which gives a summary of all your account details. Please do check your Junk folder as some email systems may file it there. If it’s more than 21 days since you received our first letter confirming your switch had started, and you still haven’t received it, then please let us know.

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

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.

There are sometimes delays in transferring one of a customers 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.

Since you have a monthly Direct Debit set up, you don’t need to worry about payments. But you do need to check your statements every month and provide meter readings near the end of every month.  You can do this via your Flow online account, as soon as you’ve officially switched to Flow.

You’ll need to do this after we’ve officially confirmed you’re on supply with Flow.

Your switch away should take around 21 days – although it could be longer, depending on who you’re switching to.

 

We need to receive your opening meter readings (which we use as closing readings) from your new supplier before we can produce your final bill – and sometimes these take a while to filter through. So the industry standard is that you should expect to receive your final bill from us within six weeks of the day you started your switch away.

No please don’t because we’ll use your active Direct Debit to repay any credit balance or collect any debit balance you might have. Once this final transaction is completed, we’ll cancel your Direct Debit for you.

All Flow’s fixed and variable home energy tariffs now come with 50% renewable electricity as standard at no extra cost, both for new and existing customers. You can upgrade to 100% green electricity too, on our current tariffs. View our green tariffs here

We buy our renewable energy from the wholesale markets and the sources are varied, from solar to hydropower. We’re also working to source renewable energy directly from local providers and supply it to local customers. This is the model for the future, where electricity is generated and used locally, saving on transmission costs and reducing the losses inherent in transporting electricity for long distances.

For an average customer, the fact that 50% of our electricity comes from renewable sources will reduce your household carbon emissions by about 750 kg each year. That’s about the same as driving 3000 miles less in the average UK car.

There’s plenty of ways to save energy (and save money on your bills!) –  in fact even the simplest of changes can be made in the home. Check out our Energy saving guide for more information.

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.

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.

Sorry, you can’t. We produce separate Annual Summaries to make the information clear and easy to understand based on the Ofgem recommendations for Annual Summaries.

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.

Annual Summaries are only sent to customers who have had a account review completed.  We review your account and Direct Debit amount 12 months. 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 help@flowenergy.uk.com

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.

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.

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.