Price Rise FAQs

Take a look at the below FAQs in regards to the current price rise.

Ofgem the regulator, has introduced energy price caps to make sure that customers on standard variable tariffs, default tariffs and safeguard tariffs, pay what they deem a fair price for their energy.

Ofgem calculates them based on the latest estimates of cost for each supplier to supply their customers with electricity and gas. This will include the cost of wholesale energy, networks, environmental and social programme and tax.

The price cap will come into effect on 1st April 2019. We’re informing effected customers of the change well in advance of this so they have time to review the changes and make any changes they feel necessary before the price cap takes effect.

Ofgem has set the final level of the price cap on gas and electricity at £1,254 per year for a typical dual fuel customer paying by direct debit. Ofgem considers a typical customer to be a medium gas user and medium electricity user. A medium user consumes 12,000 kWh of gas and 3,100 kWh of electricity. Different cap levels will apply depending on how you pay, where you live and your meter type.

All credit customers on our Standard Variable tariff and Orchid tariff will incur a price change.

We started informing customers from 22nd February 2019. Your communication will clearly highlight your new personal projection on your current tariff with the new prices.

You now have three options:

  1. Do nothing and remain on our Standard Variable or Orchid tariff. Your increased prices will come into effect on 1st April 2019.
  2. Select one of our latest fixed-term contracts. You can do this by calling on Freephone: 0808 169 7959 The lines will be open from Monday – Friday 8am – 8pm.
  3. Switch to another supplier. All we ask is that you settle any outstanding bills with us before they leave.


You can do this by calling on Freephone: 0808 169 7959 where our team will be happy to help you move to the best available tariff for you.

The lines will be open from Monday – Friday 8am – 8pm


No, the terms and conditions of our Standard Variable tariff will remain the same.

It’s easy to get free, independent advice so that you “know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To “know your rights” visit for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.

If you’re having difficulties paying your energy bill, the first thing to do is give us a call on

Freephone: 0800 092 0202 and we’ll do everything we can to help things work out for you.