FAQs

We’re sorry if you’ve had trouble reaching us recently.

Let us explain why

After many months of careful planning, we recently launched our new Customer Care and Billing System at Co-operative Energy. The new industry leading Oracle system will enable us to provide our customers with an improved service and better customer experience.

We have migrated over 7 million data sets into the new system and like any big change, we have experienced a number of teething problems which are preventing us from giving our customers the service they deserve. We are working extremely hard to fix these issues as soon as possible to ensure our customers are not inconvenienced.

During this period of change, we have experienced a lot more calls and enquiries from customers which is impacting our ability to answer calls and respond to emails. We are implementing our contingency plans so that we can get back to the service standards that we pride ourselves in. Our call response time currently stands at 10 to 20 minutes depending on the time of day and the average email response time has increased to 7 days. This is not the level of service we want our customers to experience and a far cry from the Which? shortest call waiting time survey at the end of 2014, where we were proud to come third.

Please be assured, we are doing all we can to minimise any inconvenience caused and have recruited additional staff to work in our call centres to reduce the call waiting time.

We sincerely apologise for any inconvenience this has caused, please be assured we are working round the clock to put things right, many thanks for your patience and understanding.

 


We’ve answered the mostly commonly asked questions in this section. Click on a heading below to get further information. But if you can’t find what you’re looking for within the below, click here to get in touch

 

Current service level queries

How long will I have to wait to speak to somebody?

The system improvements have meant we have experienced a lot more calls and enquiries from our customers. Our call response time currently stands at 12 minutes on our customer service line and 20 minutes on our online registration support line during peak times. This is not the level of service we want our customers to experience and a far cry from the Which? shortest call waiting time survey at the end of 2014, where we were proud to come third.

We are making improvements to our system every day. We have recruited additional staff to work in our call centres to reduce the call waiting time and regain the level of service you expect to receive at Co-operative Energy.

I have not received a response to my email. How long will this take?

During the last 2 weeks we have experienced an increase in email enquiries, this currently means our average email response time has increased to around 7 days. This is not the level of service we want you to experience.

Please be assured, we are doing all we can to minimise any inconvenience caused.

I have still not received confirmation of my switch to you. When will I hear from you?

Due to the competitive nature of our tariffs, we have had a high number of customers wishing to join us and this has resulted in some slight delays. If you signed up to us through a switching site, such as Moneysupermarket.com, since the 1st March, there will be a delay of you joining us of up to 3 weeks.

You will still receive your Welcome Letter very shortly and can expect your switch to be complete within 35 days of receiving this. Please be assured that the prices you were quoted during sign up will be the prices you join us with.

I have registered for an online account but I haven't received an email?

There is a known issue with Gmail and AOL email users at the moment not receiving their confirmation emails. We are currently working on a solution. But don't worry, you can still log in to your new online account. Simply click here and log in using the email address and password you registered with. 

Current billing system queries

I'm unable to login to my online account. What should I do?

As part of an upgrade to our customer care and billing system, you will need to re-register in order to use our new online service. You only need to do this once and we've put together a step-by-step guide to take you through it.

You can watch the video guide on our registration page:

Registration
Video

If you have any problems activating, registering or enrolling, please call our dedicated web-helpline on 0800 093 7540. It's open from 8:00am-8:00pm Mon-Fri and 9:00am-4:00pm Sat.

We have also listened to customer feedback about the registration journey and are working on both improving this and implementing an automated enrolment solution over the coming weeks. So if you're happy to wait another few weeks to access your online account, we will send your new log-in details to your registered email address. Please look out for the email in your inbox.

I’m unable to leave meter reads. What should I do?

This error has now been fixed for the majority of customers and you can now logon to provide us with your meter reads.

On your 'My Account' page under the 'How Much Have I Used?' section, select your meter read type (gas or electric) in the clearly labelled tab. You can then click the ‘Enter Meter Reading’ button to provide your latest read.

You can also leave meter reads through our Freephone, automated meter read line: 0800 954 0693 option 1.

Where can I see my previous bills?

You can see a summary of historical payments under ‘Details’ then ‘My Payments and Bills’. This will showcase payments you have made and bill totals that have been issued.

Then click on 'bill' and it will give you a summary of the breakdown of your bill. Bills that are available to download are dated from 20th March 2015.

If you require a copy of an earlier bill, simply click here, fill in the archived bill request form and we'll put your bills in the post. 

We are sorry you are currently unable to download full detailed copies of historical bills, however we have listened to you and are working on a solution for this.

New customer care and billing system

Why have you changed your system?

At Co-operative Energy, we’re always striving to stay one step ahead and improve our services through the latest technological advances.

Our new customer service and billing system will host an array of new applications, helping to improve the service we are able to offer to you as an energy customer.

Your new online account will give you access to the latest advances in home energy management and energy efficiency.

What is the new customer service and billing system called?

The new Co-operative Energy customer service and billing system is called Oracle Customer Care and Billing.

Oracle provides market-leading billing and customer care applications to achieve optimal efficiency and outstanding customer satisfaction.

When does the new system go live?

The new system went live on Wednesday, 11th March.

What changes will I notice?

There will be two main changes that you notice.

The first will be your new account number. This will be the number linked to your online account, payments and the number to quote when you call one of our contact centres. We will send your new 10 digit account number via your preferred contact method.

The second difference you will notice will be your new online account portal. Your new online account will give you access to the latest advances in home energy management and energy efficiency. You will need to re-register for your online account with your new account number.

All of the other changes will happen behind the scenes. These will improve the service we are able to offer and you won’t notice any change to the way your energy account currently works.

How will my account number change?

The new system has required us to generate new account numbers for all active accounts. Your current MCCOE XXXXXX number will change to a new 10 digit account number.

We will send your new 10 digit account number via your preferred contact method. Once you receive your new account number, this will be the number you need to quote when speaking to our contact centre or making a payment.

Will services be disrupted during the update?

No. There will be no disruption to your gas and electricity supply and your payment dates will not be affected.

Can I still use my old account number?

No, as soon as you receive your new account number, this will be the number you need to quote when speaking to our contact centre or making a payment.

You will need your MCCOE XXX XXX account number to re-register for your new online account.

Where can I find my new account number?

We will send your new 10 digit account number via your preferred contact method.

We have also created an online new account number retrieval portal where you can find your new account number using your MCCOE XXX XXX account number in just a few steps; http://www.cooperativeenergyaccountinfo.co.uk

Can I update my contact details for the new system?

Yes you can. You will need to send your new contact information to us from the email address currently registered to your account: info@cooperativeenergy.coop

Can I use my old login and password for my online account?

No, you will need to re-register for your online account and set-up a new user name and password.

You will need to use your email address as your new User Name and the password we provide to you in the Activation stage.

Why do I have to register again for my online account?

Along with improvements to your online account, the new system has required us to generate a new account number for your account. We need you to re-register and link your online account to your new account number.

We have made re-registering for your account as simple and as quick as possible for you.

Will the way I get to my online account change?

You will still access your online account through the links on the Co-operative Energy website homepage.

What features will the new online account portal offer?

Your new online account will give you access to the latest advances in home energy management and energy efficiency.

You will soon be able to view bills, track your usage and submit meter reading in just a few clicks!

How do I submit a meter read?

To submit your latest meter reading, log-in to your energy online account and select ‘Details’ then ‘My Account’. Here you will be able to enter your meter read.

What is the Payment Plan section in my online account?

The Payment Plan section on your online account highlights any payment plan that has been set up to clear an outstanding account balance. This section will be empty if no Payment Plan is active on your account.

How do I view my current Payment Method?

Login to your account and select ‘Details’ then ‘Personal Information’. Your current Payment Method will be displayed here.

Will my User Name and Password change?

Yes, you will need to re-register for your online account and set your new User Name and Password.

We have made setting your new User Name and Password as simple and as quick as possible for you.

You will need to use your email address as your new User Name and the password we provided to you in the Activation stage.

If I haven’t used my online account before, how do I register?

We’ve made it as simple as possible. Simply follow the instruction on the ‘Manage my account’ page, accessible from the Co-operative Energy website.

You will first need to complete the ‘New Account Number and Password Activation’ step which will provide you with your new account number and a password. We will provide directions and instructions for each next step from there.

Will the Login and Password Screen look different?

Yes, your new online account homepage will now look different. The new online service brings the latest in user friendly, responsive design to the forefront of your customer experience.

Will my Security Questions change?

No. Your security questions will remain the same as the questions and answers currently on your account.

You will be asked to confirm answers to your security questions when completing the ‘Account Number and Password Activation’ step of the registration process.

Will I have the ability to setup users for my account?

You can only register one User Name and Password for your online account.

Your account must be set up using the email address currently registered to your Co-operative Energy account.

I have more than one property with Co-operative Energy, do I need to complete the Activate, Register, Enrol stage for each?

You will need to complete the Activate, Register and Enrol process for your main account.

You must then complete the Activation stage for each of your properties using the old MCCOE number. You will again be asked to confirm your security questions for this account. This will generate your new password for that property’s account. You can then login to your online account and ‘Enrol’ your additional properties.

 You will only need to complete Step 2: Registration once. All of your properties’ accounts will be viewable through your new account login once enrolled.

What happens if I forget my new login and password?

There will be a ‘Forgot Password’ link on the account login page to assist you if you do forget.

Please keep your login details and password in a safe place.

What happens if I forget to log out of my new online account?

If you cancel the session on your web browser it will automatically log you out. You will need to log back into your account when you next return.

Can I make payments on my new online account?

No. Payments aren’t available right now. The option to make a payment through your online account will soon be available.

To make a payment, please call us Freephone: 0800 954 0693 or 01926 516 152 option 3.

How long will my statement and payment history be kept?

Your statement and payment history will be displayed for as long as you are on supply with us.

If you need information that isn’t displayed on your online account, you will need contact us through our Freephone customer service number: 0800 954 0693 or 01926 516 152 option 3.

I'm having problems logging in. What should I do?

Have you completed the re-registration for your new online account? Your email address and old account password will no longer access your online account.

Please follow the re-registration instructions found on 'Manage my Account'.

If you’re still having difficulty, you can contact us on Freephone: 0800 093 7540 and we’ll be happy to help get you set up.

How do I get a User ID and password?

We have made setting up your new User Name and Password as simple and as quick as possible for you to do. Please follow the re-registration guide on the 'Manage my Account' page.

The guide will walk you through the process to set your new User Name and Password and activate your new online account.

Who do I contact if I don't receive my activation link via email?

If you don’t receive your activation email you should still be able to log in. If you are still having issues attempting to login, you can contact on Freephone: 0800 093 7540 and we’ll be happy to help get you set up.

I have lost my email activation link. What should I do?

You should be able to log in without clicking on the activation link. Set up your new User Name on the Registration page. Remember to use the password we gave to you in the Activation stage.

If you are having issues with logging in, you can contact us Freephone on: 0800 093 7540 and we’ll be happy to help get you set up.

Can I change my User ID or password?

You are able to change your password to access your online account, but you are not able to change your User Name.

Can I update my contact details through my online account?

No. For security reasons changes to your contact details must be made by a Co-operative Energy adviser.

Please send details of the changes to: info@cooperativeenergy.coop from the email address currently registered on your account.

Can I access my online account through my mobile phone and tablet?

Yes, the new online account portal is fully optimised for Smart Phone and tablet browsing.

Will the password you provided me through the ‘New Account Number and Password Activation’ portal be my new online login password?

Yes. The password provided to you through the ‘New Account Number and Password Activation’ portal will be the password you must use to register your new online service and link your energy account.

You will have the option to change this password at a later date.

Can I use a different email to the one registered with Co-operative Energy to set-up my new online account?

No. You must use the email address we have registered on your account to set up your new online account.

If you no longer have access to this email address and need to change the email linked to your account, you will need to speak with an adviser to update your account on Freephone: 0800 954 0693.

I already have my account number, do I still need to go through the New Account Number and Password Activation step?

Yes. The ‘New Account Number Activation’ portal will also provide you with a password. You will need this password to link your energy account to your new online account.

I have completed the New Account Number and Password Activation step and have my password. Do I now use this to log-on to my online account?

Yes. First you will need to register for your new online account and set your new User Name. You will need to use your email address as your new User Name and the password we provided to you in the re-registration activation stage.

Will you still email me to tell me my statement is ready to view?

Yes, the way we currently send details to you will not change.

How will Co-operative Energy’s new billing system affect me?

All of the changes to the billing system will happen behind the scenes at Co-operative Energy. You should not notice any changes to your current billing set up. You can continue to make payments as you are currently doing.

If you pay via Direct Debit, you can expect your next bill to be taken on the date arranged with us.

Be be aware that payments through your online account aren’t available right now. The option to make a payment through your online account will soon be available. To make a payment, please call us Freephone: 0800 954 0693 or 01926 516 152 option 3.

Will I have to give you my bank account details again for the new billing system?

No. Your current bank details will be transferred onto the new system. This will happen automatically and you will not have to take any action.

Will my new account number affect my Direct Debit?

No. Your Direct Debit plan will continue as normal and you can expect your next payment to be taken as planned.

At present, your Direct Debit reference number is your current MCCOE XXX XXX account number. In April, your Direct Debit reference number will change to your new account number. We will deal directly with your bank and manage this change on your behalf.

I am a Payment on Receipt of Bill customer. Can I still make payments in the same way?

Yes, however be aware that when making payment through our automated telephone payment line or via a BACS payment, you will now need to quote your new account number to ensure your payment is registered to your account.

Be be aware that payments through your online account aren’t available right now. The option to make a payment through your online account will soon be available.

To make a payment, please call us Freephone: 0800 954 0693 or 01926 516 152 option 3.

Can I still use my current Payzone card to make payments on my account?

Yes, you can continue to use your current Payzone card to make payments on your energy account.

Does this change affect your automated payment systems, pay-by-phone and online bill pay?

Automated payments will continue as normal.

When making payment through our automated telephone payment line or via a BACS payment, you will now need to quote your new account number to ensure your payment is registered to your account.

Be be aware that payments through your online account aren’t available right now. The option to make a payment through your online account will soon be available. To make a payment, please call us Freephone: 0800 954 0693 or 01926 516 152 option 3.

Will there be any differences to my online statement?

No, your online statements will still be available through your online account as a downloadable PDF.

We will continue to email you when latest your statement is ready to view.

Will I have to change the way I currently pay my bill?

If you pay via monthly or quarterly Direct Debit you will not need to make any changes to your current payment option.

If you are a Quarterly Payment on Receipt of Bill customer, you will still be able to make payments via your preferred payment method (telephone payment/Payzone).

Be be aware that payments through your online account aren’t available right now. The option to make a payment through your online account will soon be available. To make a payment, please call us Freephone: 0800 954 0693 or 01926 516 152 option 3.

Unfortunately, we are no longer able to offer the fortnightly Direct Debit service.

Fixed April 2016 tariff

Is the April 2016 tariff open to all customers?

Yes, the Fixed April 2016 tariff is available for both new and existing customers, whether on dual or single fuel supply, provided you are not currently in debt to us.

What payment methods are available on the Fixed April 2016 tariff?

Customers on the Fixed April 2016 tariff are required to pay via Direct Debit (DD).

Are there regional differences in the new tariff?

Yes, please visit the ‘Our Products Page’ on our website for full regional variations. The Tariff Information Label (TILs) will also outline Economy 7 rates.

Is the tariff available to both Direct Debit(DD) and Payment on Receipt of Bill (PoRoB) customers?

Yes, provided that customers who currently pay quarterly payments on receipt of bill (PoRoB) are prepared to change their payment onto Direct Debit (DD). The Fixed Tariffs only apply to customers who either currently pay or are happy to pay by DD.

I am a prepayment meter customer. Can I switch to the Fixed April 2016 tariff?

Yes, but you will need to have been on a pre-payment meter with us for minimum of 2 months and would have to pay charges to switch meter to credit meter. You can speak with one of our agents who will talk you through process to change your meter type; 0800 093 7511.

I’m an existing customer and have switched to the Fixed April 2016 tariff. What is the start date of my new tariff?

It will generally be a few days from signing up. You will need to provide your meter readings when you switch. Customers need to provide meter reading when the switch takes place to ensure they are billed properly.

I’ve recently switched to Co-operative Energy. Can I now transfer to the Fixed April 2016 tariff?

Yes, this process needs to happen through email energy.leads@cooperativeenergy.coop . If you encounter any issues, you can call the team on 0800 093 7511 who will assist you in your switch.

If you are an existing customer, you cannot switch to the Fixed April 2016 tariff through the Co-operative Energy website.

How competitive is this new Fixed April 2016 tariff with those of the Big 6?

On average, Co-operative Energy dual fuel customers on the Fixed April 2016 tariff will pay £1045 per annum, making it one of the most competitively-priced on the market.

Additionally, since three quarters of all households are on the standard tariffs of the Big 6, we are even more competitively-priced against these standard tariffs.

Can I have one fuel on Pioneer Variable and change the other to the Fixed April 2016 tariff?

Yes, we can switch one of your fuels to the Fixed April 2016.

Will there be any exit penalties on this new Fixed Price Tariff?

No, there is no exit penalty if you choose to leave the Fixed April 2016 tariff.

How do I provide meter readings on my Fixed April 2016 tariff?

You can provide meter reading through your personal online account at https://account.cooperativeenergy.coop/.

You can also call our UK customer service team on free phone: 0800 093 7511 to provide your meter reads.

It is important to provide regular meter reads to ensure your account is up-to-date and ensure you are only paying for the energy you use.

If I move house, can I take this deal with me?

Unfortunately not as we supply the site not the individual. You won’t get an exit penalty though and can chose to switch back to us in your new home providing the tariff is still open.

Is there anything else I need to be aware of?

Yes, if your account should fall into arrears, we may move you onto our Pioneer Variable Standard tariff.

How can I switch to the Fixed April 2016 tariff?

There are two simple ways to switch:

  • Click here to get an instant price comparison and see how much we can save you.
  • If you are an existing customer, please email the sales team at energy.leads@cooperativeenergy.coop.
  • You can speak with an adviser who will take you through a comparison team on: 0800 093 7511.

Fair & Square to December 2015 tariff

Why have we introduced the ‘Fair & Square to December 2015’ online self-serve tariff?

The tariff will replace the Fair & Square October 2015 tariff .We introduced the online self-serve tariffs in response to customers who told us they wanted a tariff that they could manage themselves and benefit from the cost saving of self-serve. The prices are fixed until December 2015.

What is an ‘online self-serve’ tariff’?

Our online self-serve tariff is only available to customers who sign up for dual fuel services only. Customers must pay by Direct Debit only and have paperless billing by email.

To sign-up to the tariff, a customer must provide a valid email address in order to access their online account and for us to send account bills via email.

Online self-serve customers have to provide us with their quarterly meter reads through their online account; however colleagues can still input meter reads into the system through telephone contact, if there are any issues.

The tariff unit costs will remain the same until December 2015.

Is the online self-serve tariff open to all customers?

Yes, this new online self-serve tariff is available for new and existing customers provided you have a credit meter and you are prepared to switch both your gas and electricity to the dual fuel tariff and change your payment method to Direct Debit with paperless billing.

When do the Fair & Square tariff charges apply?

It applies a few days from your requested date of switching until the end of December 2015. We will confirm your new tariff rates to you in writing.

I’m an existing customer and have switched to the Fair & Square to December 2015 tariff, online self-serve tariff, what is the start date of my new tariff?

It will generally be a few days from signing up to switch to the online self-serve tariff. You will need to provide your meter readings when you switch. This is to make sure we can switch your tariff across and bill you correctly.

I’ve recently switched to Co-operative Energy. Can I now transfer to the Fair & Square tariff?

Yes, this process needs to happen through email energy.leads@cooperativeenergy.coop . If you encounter any issues, you can call the team on 0800 093 7511 and they will assist you in your switch.

If you are an existing customer, you cannot switch to the Fair & Square to December 2015 tariff through the Co-operative Energy website.

How competitive is this new Fair & Square tariff with those of the Big 6?

On average, Co-operative Energy dual fuel customers on the online self-serve tariff will pay £1,027 per annum, making it one of the most competitively-priced on the market.

Additionally, since three quarters of all households are on the standard tariffs of the Big 6, we are even more competitively-priced against these standard tariffs.

I pay quarterly on receipt of bill – can I switch to the Fair & Square tariff?

Yes, provided you are prepared to switch both your gas and electricity to the dual fuel tariff and change your payment method to Direct Debit with paperless billing. You must set-up a DD that reflects your estimated annual spend but please be aware you will be subject to contract change procedures and if you are due a bill during this time it may still reflect the original tariff until this process is complete.

Can I have one fuel on Pioneer Variable and change the other to the Fair & Square tariff?

No, the online self-serve tariff is a dual fuel tariff. You must be prepared to switch both your gas and electricity to the dual fuel tariff.

Will I pay an exit penalty for switching away from the Fair & Square tariff before it ends?

If you decide to leave Co-operative Energy before your contract end date, you will incur a £50 cancellation fee.

You can switch away from the tariff during the period of notification of end of tariff between 42 to 49 days prior to the end of the tariff with no incurrence of exit fees.

Are there regional differences on the Fair & Square tariff?

Yes there are – please refer to the pricing tables for regional variations on the online self-serve tariff. The tariffs do take Economy 7 meters into account too.

What about standing charges? Have these changed?

Standing charges also differ from our usual rates: £90 per annum for electricity and £90 per annum for gas.

How do I provide meter readings on my Fair & Square to December 2015 online tariff?

We are promoting self-service through the Fair & Square tariff and would ask you to provide meter readings through your online account. This can be accessed through our website at https://account.cooperativeenergy.coop/. Our customer advisors are there if you have any issues when using this service.

If I move house, can I take this deal with me?

Unfortunately not, as we supply the site not the individual. If you leave the property we will terminate the contract.

Is there anything else I need to be aware of?

If your Direct Debit payments fall into arrears or you cancel your direct debit, we may move you onto our standard variable tariff, with notice. We also request that you submit meter readings quarterly to ensure accuracy of your bills.

How can I switch to the Fair & Square, online self-serve tariff?

There are two simple ways to switch:

If you encounter any issues, you can call the team on 0800 093 7511 and they will assist you in your switch.

Billing and Payment

Can I get a refund?

If your account is showing a credit, we are very happy to refund this amount back to you. We do first ask you to consider the fact that credit in the Summer months is likely to be needed to cover your higher usage in the Winter months. We will also review your Direct Debit level every 3 months to ensure it is set at the right level.

Please be aware that in the Spring and Summer months, you should expect to be in credit because your energy consumption will be lower, while your Direct Debit will remain at a constant level. Conversely, in the Winter months, you would expect not to be in credit. Due to this, we must take a whole year view when assessing requests for refunds.

Once approved, your refund should be in your bank account by the end of the following week.

I think my bill is wrong?

If you have not supplied a meter reading in time for your next quarterly statement, we will use an ‘estimated’ reading. If you believe this estimate is too high or too low, please submit a meter reading online or by contacting our customer service team on 0800 954 0693 or 01926 516152 as soon as possible so that we can update your records.

Any adjustments will then be reflected in the next scheduled statement.

If you believe there’s still a problem with your statement, please call us on 0800 954 0693 or 01926 516152. Our customer service advisors will work hard to get to the bottom of any issue as quickly as possible. It will usually help if you have a meter reading handy when you call.

Why hasn't my statement arrived?

To reduce the amount of paper we use, we send your statement via email. If you haven’t received an electronic copy of your statement, let us know. We’ll send you another copy immediately and do our best to find out what went wrong in the first place. Please remember to check your junk email folder, as our email may have been diverted there.

If you would like to receive your statement by post, please call us on 0800 954 0693 or 01926 516152 and let us know.

How can I get a copy of my statement?

If you need to request a copy of a statement, email us from the email address registered to your Co-operative Energy account or call us on 0800 954 0693 or 01926 516152. As we are trying to reduce the amount of paper we use, we will send your copy statement via email.

If you would like to receive your statement by post, please call us on 0800 954 0693 or 01926 516152 and let us know.

Why is there a Tariff Information Label on my statement?

Tariff Information Labels (TILs) have been introduced by Ofgem to help customers to understand all of the details on their tariffs. We now have a legal obligation to put them on our statements.

How can I switch between paper and email bills?

As we are trying to reduce the amount of paper we use, we will send communication via email. If you would prefer to receive your statement by post, please call and speak with one of our customer advisors who will be happy to help - 0800 954 0693 or 01926 516152.

How can I pay my bill?

Co-operative Energy offers you different ways to pay for your energy:

Direct Debit
Direct Debit allows you to spread the cost of your energy over the year with a fixed payment from your bank account. We offer monthly, four-weekly and fortnightly payment options, with a variety of regular payment dates to choose from.

Payzone
If you prefer to pay by cash, you can use one of hundreds of Payzone outlets across the UK. For more details on using a Payzone card or to locate your nearest Payzone outlet, call us on 0800 954 0693 or 01926 516152.

Online – through your Co-operative Energy Account
You can manage your Co-operative Energy account online, accessible from the “My Co-operative Energy” link on our website. This allows you to submit regular meter readings, which ensures that your bills are as accurate as possible. You can also view your account balance and make one-off payments with your debit card.

Online – through your bank
Customers can now also pay via internet banking through their own banks website. Co-operative Energy should appear in the dropdown for making payments directly via Bacs.

Please log into your online banking account, through your personal bank’s website to process a payment in this way.

Cheque by post
If you pay your energy bills by cheque through the post, please make all cheques payable to Co-operative Energy and write your Co-operative Energy account number clearly on the back. Send your payment to; Co-operative Energy, Co-operative House, Warwick Technology Park, Gallows Hill, Warwick, CV34 6DA.

Prepayment Meter
Prepayment meters allow you to pay for your energy in advance. If you are thinking of switching to a Prepayment meter or want some more details about the advantages and disadvantages, contact us on 0800 954 0693 or 01926 516152.

Fuel Direct
If you are currently in receipt of Income Support, Jobseeker’s Allowance or Pension Credits, help with your energy bills may be available from the Government’s “Fuel Direct” scheme.

For further information on this scheme or other schemes you may be eligible for, contact us on 0800 954 0693 or 01926 516152.

By Phone
You can call our automated freephone payment service on 0800 092 8277. You will need to use your number pad to enter your details.

You can pay any amount between £10.00 and £5000.00.

Contact us

For further information and advice about any of these payment options, please call 0800 954 0693 or 01926 516152 and one of our customer services advisors will be pleased to help you.

What happens to my balance if I decide to leave Co-operative Energy?

If you wish to leave Co-operative Energy for another energy provider, you must arrange this with your new chosen supplier.

They will manage the switchover on your behalf and will send us your final readings.

You will receive a final statement from us. Your final payment must be made within 28 days of receiving this invoice.

What happens to my balance with my current supplier when I switch to Co-operative Energy?

When you switch to Co-operative Energy, we will manage the whole of the switch for you. Once your energy has come on supply with us, we will contact you for your opening meter reads. We will pass these on to your old supplier who will issue you with a final bill.

How can I make sure my bills are correct?

We ask that you submit your most recent meter reading to us each month. We are then able to provide you with actual bills. Submitting your meter reads is the easiest way to ensure your bills are accurate.

What happens if I decide to change my payment method?

Please check the details of your tariff as some of our fixed term tariffs require Direct Debit payment as part of the terms and conditions.

If you would like to switch between payment on receipt of bill (PORB) and Direct Debit payments, simply call and speak with one of our customer service advisors who will be happy to help make the changes to your account.

Switching between payment on receipt of bill (PORB) and Direct Debit payments can affect the standing charge on your account. The customer service advisor will give more details on this during your call.

What if I can’t pay my bill?

In an ideal world, we’d never have to worry about being able to pay our bills on time. However, if you are having difficulty paying, we’ll do our best to help you find a solution. Click here to read a little bit more on how we may be able to help.

If you’d like to talk to one of our experience customer service advisers, call us on 0800 954 0693 or 01926 516152. We’ll do everything we can to help you work things out.

For wider advice and information on money worries, you might find these organisations helpful:

The Debt Advice Trust – 0800 954 6549
The National Debtline – 0808 808 4000
Consumer Credit Counselling Service (CCCS) – 0800 138 1111
Community Legal Advice (CLA) – 0845 345 4345
Your local Citizens Advice Bureau

Direct Debit

How do you work out my Direct Debit amount?

Your Direct Debit will be calculated based on the price estimate we gave you before you signed up. We divide this amount into:

  • 12 equal payments over the year if you are paying by monthly Direct Debit. Each payment will be taken on the 15th or 25th of each month, depending which choice you selected when signing up to Co-operative Energy.
  • 13 equal payments over the year if you are paying by four-weekly Direct Debit. Each payment will be taken every four weeks on a Friday, starting with the Friday you selected when signing up to Co-operative Energy.
  • 26 equal payments over the year if you are paying by fortnightly Direct Debit. Each payment will be taken every two weeks on a Friday, starting with the Friday you selected when signing up to Co-operative Energy.

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption. We recommend to all our customers that they check their statements to make sure their meter readings are accurate.

Why has my Direct Debit amount changed?

We estimate what your Direct Debit level should be from your energy consumption history, which we receive when you join us.

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

Adjusting your Direct Debit payment is not the same as us changing our unit prices. Adjusting your Direct Debit payment is simply to make sure you don’t get too far in arrears or credit.

Do you adjust my Direct Debit for the winter months?

No. An advantage of paying by Direct Debit is that you always pay a fixed amount each month – allowing you to budget for the bigger bills you would accumulate in the Winter through using more energy.

Your payments will be spread equally throughout the year. In the Summer you may accrue a credit on the account. This will be used to fund the larger Winter bills.

How often do you review my Direct Debit?

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

How do you calculate what my Direct Debit should be?

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

Will you ever reduce my Direct Debit?

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we find that you are in credit, we will contact you to discuss returning this money.

What happens if I cancel the Direct Debit at my bank?

If you cancel your Direct Debit with Co-operative Energy you will miss your contracted payment date and maybe automatically be moved to payment on receipt of bill.

If you are having trouble paying your Direct Debit, please call and speak with one of our customer services advisors who will talk you through your options.

Why do you review my Direct Debit?

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

Will you tell me if you are going to change my Direct Debit?

We will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

We may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

My Direct Debit has increased. Does that mean my unit price has changed?

Adjusting your Direct Debit payment is not the same as us changing our unit prices. Adjusting your Direct Debit payment is simply to make sure you don’t get too far in arrears or credit.

We review your Direct Debit every 3 months and we may need to adjust your Direct Debit payment up or down as we get more accurate information about how much energy you normally use. If we need to adjust your Direct Debit, we’ll let you know in plenty of time.

My account’s in credit, so why has my Direct Debit gone up?

We spread your payments evenly over the 12-months – allowing you to budget for the bigger bills you would accumulate in the Winter through using more energy, and we will review your Direct Debit amount every 3 months because we want to make sure your Direct Debit is always accurately reflecting your actual consumption.

If you've built up a credit we will add this to your account, but if your payment has still gone up after a credit has been applied, it's because we expect you’ll need to increase your monthly Direct Debit to cover the cost of the energy we think you're going to use. This could be the case if we are at the start of Winter and we expect your energy consumption to increase due to the dipping temperatures and the evenings becoming darker earlier.

Co-operative Membership

What does ‘membership’ mean?

Customers of Co-operative Energy can choose to become members of The Midcounties Co-operative, the Co-operative which owns Co-operative Energy. Members of Midcounties are the legal owners of Midcounties; they appoint the board of directors and they decide how profits are used.

One of the main benefits of being a member of Midcounties is that you will receive points for every £1 you spend in any of our businesses including Energy. We distribute a profit share twice a year based on Midcounties profits. The proportion of the dividend you receive depends on the points you have accumulated.

Is there more than one ‘Co-op’?

Yes, The Midcounties is one of a number of Co-operative businesses that share a common brand. Perhaps the best known is The Co-operative Group based in Manchester which part owns The Co-operative Bank. The Co-operative Energy can only award membership points to members of The Midcounties Co-operative following OFGEM recommendations that came into force on 1st January 2014.

How do I become a member of The Midcounties Co-operative?

To benefit from being a Co-operative Energy customer we recommend you sign up for Midcounties Co-operative membership. You will be awarded with points for every pound spent on your energy payments and for meter readings, which in turn entitles you to a Share of the Profits.

There are a number of ways that you can join as a member of the Society. Perhaps the easiest way for energy customers is for you to call 0800 954 0693 and speak to a member of the Energy team, this way your energy account can be linked to your membership card seamlessly. Alternatively you are able to join either by calling the membership team on 0800 435 902, or online at www.midcounties.coop/join-us/ but you will need to call the Energy team directly after to provide them with your newly issued 18 digit membership card number.

Where can I find my membership number?

You can find your membership number on the front of your Co-operative membership card. Your Midcounties Membership card will be white with an image of honeycomb on the front.

Your membership number will start 63317495 and will be followed by a further 10 digits.

My membership card does not start with 63317495. What should I do?

This will mean you are a member of a different co-operative. The Co-operative Energy can only award membership points to members of The Midcounties Co-operative.

We recommend you continue to use your original membership card for your day to day shopping activity locally. To benefit from being an energy customer, we recommend you sign up for Midcounties Co-operative membership. You will be rewarded with points for every pound spent on your energy payments and for meter readings, which in turn entitles you to a Share of the Profits. You can even choose to have your Share of the Profits credited directly towards your energy bill.

I am already a member of a Co-operative other than Midcounties. Do I need to join again to switch to Energy?

We’ve worked with other Co-operative societies to find the best solution in line with the new Ofgem Retail Market Review (RMR) regulations. We recommend you continue to use your original membership card for your day to day shopping activity locally. To benefit from being an energy customer we recommend you sign up for Midcounties Co-operative membership. You will be awarded with points for every pound spent on your energy payments and for meter readings, which in turn entitles you to a Share of the Profits. You can even choose to have your Share of the Profits credited directly towards your energy bill.

You can tell which Co-operative you are a member of by looking at the first few digits of your membership number on your membership card;

Name of Co-operative First digits of membership number
The Co-operative Group 63317491 to 94
Midcounties Co-operative 63317495
Central England Co-operative (formerly Midlands) 63317496
Central England Co-operative (formerly Anglia) 63317497
Southern Co-operative 6331749801 to 9849
Chelmsford Star Co-operative 6331749850 to 9899

There are a number of ways that you can become a member of the Society. Perhaps the easiest way for energy customers is for you to call 0800 954 0693 and speak to a member of the Energy team, this way your energy account can be linked to your membership card seamlessly. Alternatively you are able to join either by calling the membership team on 0800 435 902, or online at www.midcounties.coop/join-us/ but you will need to call the Energy team directly after to provide them with your newly issued 18 digit membership card number.

How do I become a member of The Midcounties Co-operative?

To benefit from being a Co-operative Energy customer we recommend you sign up for Midcounties Co-operative membership. You will be awarded with points for every pound spent on your energy payments and for meter readings, which in turn entitles you to a Share of the Profits.

There are a number of ways that you can join as a member of the Society. Perhaps the easiest way for energy customers is for you to call 0800 954 0693 and speak to a member of the Energy team, this way your energy account can be linked to your membership card seamlessly. Alternatively you are able to join either by calling the membership team on 0800 435 902, or online at www.midcounties.coop/join-us/ but you will need to call the Energy team directly after to provide them with your newly issued 18 digit membership card number.

How do I accumulate points and what are they worth?

Every time you spend £1 on an energy payment, we credit your membership account with one membership point. In addition, we add 25 membership points for each meter reading you send each month (that’s 25 points per fuel per month; maximum 50 points per month).

Every six months, our members meet to approve the distribution of profit, bearing in mind the need to reinvest some profits in the business to fund future growth. The amount of Share of the Profits received per member is proportionate to the amount that has been spent over the trading period. Points accumulated in the trading period February to July are converted into a Share of the Profits and paid out in November. Points accumulated in the trading period August to January are converted into a Share of the Profits and paid out in June. If you have chosen to receive your payment in vouchers, the minimum threshold for payment is £2.00. Vouchers are paid in whole pounds and odd pence are carried forward to the next Share of the Profits payout. If you have opted to have your payment credited directly to your energy bill, there is no threshold and the credit is made in entirety in pounds and pence.

How will I get my share of the profits?

Unless you choose otherwise, we send out your Share of the Profits in the form of vouchers, which are posted to your home address. You can use your vouchers in any of the outlets displaying the Co-operative Membership logo where they can be redeemed or exchanged for cash. You will need to have your membership card with you to use the vouchers.

If you would prefer to have your Share of the Profits credited against your energy bill, which some members find more convenient, please call the membership team on 0800 435 902. You will need to provide your 18 digit membership card number when you call.

You can also donate your Share of the Profits to charity and may choose up to three of our supported charities. You can also choose to donate your Share of the Profits to our Community Fund, which distributes grants to local community projects and organisations. To change your payment method for your Share of the Profits please call the membership team on 0800 435 902. You will need to provide your 18 digit membership card number when you call.

How do I register for online access to my membership account?

If you are a member of The Midcounties, visit www.midcounties.coop and click “Already a member”. Then click “Register now” to sign up for online access and to receive your automated password to enable you to log in. If you have any problems with registering for online access you may call the membership team on 0800 435 902

Can I use my current Co-op membership card to collect points on my Energy spend?

To collect membership points on your Energy spend, you must be a member of The Midcounties Co-operative.

We recommend you continue to use your original membership card for your day to day shopping activity locally. To benefit from being an energy customer we recommend you sign up for Midcounties Co-operative membership. You will be awarded with points for every pound spent on your energy payments and for meter readings, which in turn entitles you to a Share of the Profits. You can even choose to have your Share of the Profits credited directly towards your energy bill.

You can tell which co-operative you are a member of by looking at the first 8 digits of your membership number on your membership card. The Society name will also be printed on the bottom left hand corner of the membership card.

Can I redeem my vouchers off my Energy bills?

Co-operative Energy will accept The Midcounties Share of the Profit vouchers as full or part payment.

To use against a Co-operative Energy account, send vouchers by special delivery to Co-operative Energy, The Co-operative House, Warwick Technology Park, Gallows Hill, Warwick, CV34 6DA with a covering note giving your name, membership number and Co-operative Energy account number.

Do I have to have to redeem my Share of the Profits I collect from my Energy spend on Energy services?

No, if receiving your payout by vouchers you can spend your Share of the Profits from your Energy spend on any participating service of The Midcounties Co-operative, or with any other affinity co-operative society in the UK if you have your payment credited directly towards your energy bill, you will only be able to use your Share of the Profits towards your energy bill. To change your payment method please call the membership team on 0800 435 902.

Emergency Information

I think my meter may be faulty. What should I do?

Gas and electricity meters usually work for up to 20 years without a problem. It is rare that your gas or electricity meter will develop a fault, but if you think there is a problem you should check everything else first.

There are a number of reasons the usage or cost of your energy bill may have changed. A usage or cost change on your bill and meter is quite common. Your usage may change depending on the time of year. If you have changed tariff, this will also affect the figures you see on your bill.

Other reasons can include:

You may have used more or less energy than normal. For example, the property has been empty; colder or warmer weather than expected for the time of year.

Your bill was previously based on an ‘Actual’ reading but is now showing an ‘Estimated’ reading, or the other way round.

You have switched from a ‘Variable’ tariff to a ‘Fixed’ tariff.

Below are some other common reasons why you may think your meter is faulty. Each of these situations is perfectly normal and does not affect your power supply;

There is no display on the meter.
A meter can go into ‘sleep’ mode and will appear to have no display. Pressing a button will ‘wake up’ your meter and you will be able to read your meter as normal.

There is a flashing red light on the electric meter
A flashing red light on your meter is normal. This light indicates that energy is being used. The speed of the flash will increase if more energy is used.

A gas meter that used to measure in cubic feet is now measuring in meters cubed and appears to be reading faster
Cubic feet units and meters cubed units are different volumes of measurement for the two styles of gas meters. This does not mean you are being charged for using more gas.

If you still think there is a problem with your meter, contact Co-operative Energy and we’ll do our best to assist you with your investigation.

I think there’s a problem with my electricity supply, what should I do?

If you find yourself with no electricity supply the first thing to do is to check your fuse box.

If any of the fuses have tripped:

  1. Turn off your appliances
  2. Reset the switch

Your electricity flow should return to normal once the fuse has been reset and the appliances have been turned back on.

If the fuse hasn’t tripped, check to see if the properties around you have a power supply:

  1. Ask your neighbours if they have power.
  2. If they haven't, it is likely that there is a power cut and you’ll need to contact your local Distribution Network Operator. Click here for the contact details of your local electricity Distribution Network Operator.

If there is a power cut or problem with the wider network, then the local Distribution Network Operator will need to investigate and fix the problem.

How do I report a power cut or dangerous situation?

Local Distribution Network Operators are responsible for looking after the cables we use to supply your electricity. To report a power cut or dangerous situation, you will need to contact the operator for your area directly. The telephone number for your LDNO can be found here.

I think there’s a problem with my gas supply, what should I do?

If you can smell gas or think you have a gas leak:

  • Open all doors and windows to let the gas escape.
  • Do not smoke, light a match or use any other kind of naked flame.
  • Check your gas appliances are switched off, including any pilot lights.
  • Avoid using any electrical equipment within the property. This includes light switches and mobile phones.

Call the 24 hour National Gas Emergency hotline on 0800 111 999. They will advise you of further actions.

Green schemes

Do you offer Feed in Tariffs (FITs) scheme?

Yes we do. If you are already involved in a Feed in Tariff with another provider, Co-operative Energy promises to match the rate you are currently receiving.

For more details on switching to Co-operative Energy call us on 0800 954 0693

What is Smart Metering?

A Smart Meter is a meter for measuring gas, electricity or water consumption (or any combination), which is able to send regular and accurate readings to the supplier without the need to have a meter reader call in person.

A Smart Meter can eliminate the need for estimates and reduce the issues that often cause customer dissatisfaction, such as inaccurate bills. A Smart Meter can also inform the householder of their consumption in real time, encouraging energy efficient behaviour. A Smart Meter may also be able to inform certain non-time-critical appliances such as dishwashers and washing machines when to run and when not to run, depending on energy prices and national energy demand at any particular point in time.

Learn more about Smart Meters.

What is the Warm Home Discount scheme?

The Warm Home Discount scheme is a Government programme which mandates the larger, and some smaller, domestic energy suppliers to provide direct and indirect support arrangements to customers in, or at risk of, fuel poverty

Does Co-operative Energy offer the Warm Home scheme?

As you may be aware, at Co-operative Energy we ran our own voluntary scheme to help our vulnerable customers and due to our continued growth, we reached the required threshold to become a Compulsory Scheme Supplier for scheme year 2014/15.

The Warm Home Discount Scheme 2014/2015 is now closed to all new applications.

Customers will be contacted before 31st March 2015 to confirm if they have been successful in their application.  

Our Warm Home Discount Scheme 2015/2016 will open later this year.  More details to follow in the next few weeks.

What is the Energy Companies Obligation (ECO)?

The Energy Companies Obligation (ECO) is an energy efficiency programme that was introduced into Great Britain at the beginning of 2013. It replaces two previous schemes, the Carbon Emissions Reduction Target (CERT) and the Community Energy Saving Programme (CESP).

ECO places legal obligations on the larger energy suppliers to deliver energy efficiency measures to domestic energy users. It operates alongside the Green Deal which is designed to help people make energy efficiency improvements to buildings by allowing them to pay the costs through their energy bills rather than upfront.

My Account

What happens at the end of my fixed term tariff?

If you are on a fixed term tariff that is due to come to an end, we will write to you to notify you of the approaching end date and advise you of your options. This will take place about 6 weeks before the end of your tariff. If you don’t choose to sign up to another tariff we will automatically move you to our Pioneer variable tariff at the end of your fixed term.

How do I change the details in my online account?

To change any of your personal details, e.g. name, telephone number please contact our customer service team 0800 054 0693 or email the changes to info@cooperativeenergy.coop

To change the email address registered to your Co-operative Energy account, please use the following link to advise us of your new email address; www.cooperativeenergy.coop/contact/

We will update your account with the new email address. The new email will now be the log-in for your Co-operative Energy account.

Alternatively, contact our customer service team who will update your email address over the phone.

To change the password on your Co-operative Energy account, please login and select  'User Profile' at the top of the page. Here you will be asked to confirm your old Password and enter the new Password you would like to set.

How do I make a complaint?

To make a complaint, please use the following link and follow the instructions; www.cooperativeenergy.coop/help-advice/making-a-complaint/

How do I make a payment a payment?

Co-operative Energy offers you different ways to pay for your energy:

Direct debit
Direct debit allows you to spread the cost of your energy over the year with a fixed payment from your bank account. We offer monthly, four-weekly and fortnightly payment options, with a variety of regular payment dates to choose from.

Payzone
If you prefer to pay by cash, you can use one of hundreds of Payzone outlets across the UK. For more details on using a Payzone card or to locate your nearest Payzone outlet, call us on 0800 954 0693 or 01926 516152.

Cheque by post
If you pay your energy bills by cheque through the post, please make all cheques payable to Co-operative Energy and write your Co-operative Energy account number clearly on the back. Send your payment to; Co-operative Energy, Co-operative House, Warwick Technology Park, Gallows Hill, Warwick, CV34 6DA.

Prepayment Meter
Prepayment meters allow you to pay for your energy in advance. If you are thinking of switching to a Prepayment meter or want some more details about the advantages and disadvantages, contact us on 0800 954 0693 or 01926 516152.

Fuel Direct
If you are currently in receipt of Income Support, Jobseeker’s Allowance or Pension Credits, help with your energy bills may be available from the Government’s “Fuel Direct” scheme. For further information on this scheme or other schemes you may be eligible for, contact us on 0800 954 0693 or 01926 516152.

By Phone
You can call our automated freephone payment service on 0800 092 8277. You will need to use your number pad to enter your details. You can pay any amount between £10.00 and £5000.00 through this payment method.

Contact us

For further information and advice about any of these payment options, please call 0800 954 0693 or 01926 516152 and one of our customer services advisors will be pleased to help you.

What can I do in My Account?

Your online account enables you to carry out a variety of tasks including;

  • View statements – view your latest statement from Co-operative Energy.
  • Submit a meter reading – you can submit your latest meter reading on your online account. Midcounties Co-operative members will earn an extra 25 points per month for submitting a meter reading – that’s 50 points per month if we supply you with electricity and gas.
  • View transaction history – you can view payment history in your online account.
  • View tariff information – You can find information about your current tariff through logging into your Co-operative Energy online account.

What do I do if I've forgotten my password?

If you have forgotten your password, please follow this link; www.cooperativeenergy.coop/account-login/

Click “forgot your password” and follow the steps to reset your password.

What do I do if I am moving out?

If you are moving home and you need to close your account with Co-operative Energy, please contact us on *MHT Number to be determined* or send an email to homemover@midcounties.coop and provide us with the following details:

  • Name.
  • Account Number.
  • Date you moved out (if applicable).
  • Forwarding Address (if applicable).
  • A meter reading for that date (if you don’t have this, this will be estimated).
  • Your new contact telephone number (if applicable).

We would also like to know, if you have their permission:

  • The name of the new occupier and their contact telephone/email address.
  • The expected moving in date of the new occupier, if known.
  • The name and address of the landlord (if applicable).

If you’re an existing customer and you would like us to supply your new property, all you need to do is contact us on *MHT number to be determined* with the final meter readings and date you will be moving out of your old property then we can register your new address. This process will take us 4–6 weeks to complete.

You should take a meter reading as soon as you move into your new property and give it to whichever supplier is currently supplying the property to make sure they don’t charge you for energy not used by you. If you don’t know which supplier is currently supplying the property, call us on 0800 954 0693 or 01926 516152 and we will enquire on the national database.

Can I put a second person’s name on my account?

At Co-operative Energy, we can only allow one sole account holder. We can, however, add a secondary contact(s) to your account which allows another person to speak about the account on your behalf.

To add a secondary contact to your account, please contact our customer team on 0800 954 0693 or 01926 516152 or email us with the name and a contact number for the secondary contact.

Please remember, the secondary contact will still have to complete our data protection security questions in order to discuss the account.

I think I’ve had a scam email claiming to be from you – what should I do?

If you believe the email is a scam please do not respond or provide any personal details until you have spoken with us directly on 0800 954 0693 or 01926 516152.

We will be able to confirm with you whether or not the email you have received is genuine.

What do I do if I want to leave Co-operative Energy?

If you wish to leave Co-operative Energy for another energy provider, you must arrange this with your new chosen supplier.

They will manage the switchover on your behalf, and will send us your final readings.

You will receive a final statement from us. Your final payment must be made within 28 days of receiving this invoice.

Why would Co-operative Energy visit my home?

On some occasions, we may be required to visit your home. At Co-operative Energy, your peace of mind is our priority. That’s why all our agents including our meter readers carry a photo identification badge so you’ll know exactly who you’re opening the door to.

Click here for a full list of reasons as to why we may need to visit your home and the security checks we have in place for your safety.

My Meter

I think my meter may be faulty. What should I do?

Gas and electricity meters usually work for up to 20 years without a problem. It is rare that your gas or electricity meter will develop a fault, but if you think there is a problem you should check everything else first.

There are a number of reasons the usage or cost of your energy bill may have changed. These include;

  • The usage has increased or decreased on the bill.
  • A customer has switched between estimated and actual billing.
  • A customer has switched from a variable tariff to a fixed term amount.

A usage/cost change on your bill and meter is quite common. Your usage will change depending on the time of year. If you have changed your tariff, this will also affect the figures you see on your bill.

Below are common reasons a customer may think their meter is faulty. Each of these situations is perfectly normal and is causing no issue to your power supply;

  • There is no display on the meter – a meter can go into ‘sleep’ mode and will appear to not have a display. Pressing a button will wake your meter up and you will be able to read your meter figures as normal.
  • There is a flashing red light on the electric meter - A flashing red light on your meter is normal. This light indicates that energy is being used. The speed of the flash will increase if more energy is used.
  • A gas meter that used to measure in cubic feet is now measuring in meters cubed and appears to be reading faster – Cubic feet units and meters cubed units are different volumes of measurement for the two gas meters. This does not mean you are being charged for using more gas.

If you still think there is a problem with your meter, contact Co-operative Energy on 0800 954 0693 or 01926 516152 and we’ll do our best to assist you with your investigation.

How can I submit my meter reading?

We ask our customers to regularly submit meter readings as this helps us to make sure that you’re only billed for the energy you’ve used.

If you haven't got a Smart Meter which automatically sends us your reading, you can submit your reading in one of two ways;

  1. Log on to your online account and follow the instruction to enter your up-to-date reading. Midcounties Co-operative members will earn an extra 25 points per month for submitting a meter reading – that’s 50 points if we supply you with electricity and gas.
  2. Call our free phone number and give your reading to a Co-operative Energy customer service advisor; 0800 954 0693

Click here to see how to read your meter.

I want to move my meter. How do I do this?

Local network operators are responsible for the placement of your meter and looking after the cables we use to supply your electricity. You will need to contact your local network operator to arrange for them to move your meter. Click here for the contact details of your network operator.

Meter readings

How do I read my gas meter?

Find your gas meter type here and follow the examples given to see how to read your own meter.

How do I read my electric meter?

Find your electric meter type here and follow the examples given to see how to read your own meter.

What if I don’t provide a reading for a while?

If we don’t receive a meter reading from you we will send you an estimated bill. We’ll base the estimation on the last meter reading you provided. We will use your expected usage if we haven’t received any meter reading from you at all.

When you next provide a meter reading, we will update your account and credit back any monies you have over paid.

What happens if I give you a wrong reading?

Let us know straight away and we’ll update your account. If we notice anything wrong, we might get in touch with you to make sure the meter readings you’ve given are right.

What is an Independent Gas Transporters (IGTs)?

Independent Gas Transporters (IGTs) develop, operate and maintain local gas transportation networks. There are currently five such networks operating in the UK: GTC Pipelines, Independent pipelines, ES Pipelines, Energetics, Fulcrum Pipelines and SSE Pipelines.

If your gas meter details are supplied by one of these companies, it may take slightly longer for these details to be transferred over to us. As a result, this may mean a delay in Co-operative Energy supplying this meter. Until then, you’ll remain with your current provider.

Prepayment meters

How do I get a new Prepayment top-up card?

To get a replacement for a lost card contact us as soon as you realise the card is missing on our free phone customer service line 0800 954 0693 or 01926 516152.

What should I do until my new top-up card arrives?

If you have a note of it, your local PayPoint vendor may allow you to use your PID number to top up your credit until your card is found or replaced.

Where can I find my PID?

Your PID (Purchase ID) is the 19 digit number printed on the front of your top-up card. You have a separate PID for electricity and for gas.

I have already got a Prepayment meter - can I switch to Co-operative Energy?

Yes, switching on a Prepayment meter is no different from a standard credit meter. Click here to run a comparison and see how much you could save switching to Co-operative Energy.

How can I get a Prepayment meter?

Co-operative Energy offers several options for customers looking manage their energy spend. Call us on 0800 093 7511 or 01926 516152 to run a comparison and discuss Prepayment meter options with one of our energy experts.

How does a Prepayment meter work?

A Prepayment meter allows you to pay for your energy before you use it meaning there are no monthly/quarterly bills to manage.

How do I pay for my energy?

When we install your Prepayment meter we’ll give you a Prepayment top-up card.

You will then be able to use your card to ‘top-up’ and add credit to the card over the counter at participating shops. Simply give your card and money to the cashier and they will credit the card.

Once this has been authorised, Co-operative Energy will credit the money to your account. This will happen automatically.

Are there any disadvantages with a Prepayment meter?

You will need to manage and keep your Prepayment credit topped up sufficiently. If your account has a credit balance of zero, you’ll lose your gas or electricity supply until more credit is added to the meter through your top-up card.

Prepayment charges are often slightly higher than other payment methods. You can view Prepayment tariffs and prices for your region on our product pages.

Regulations and Compliance

Why have we changed the look of our bills and annual statements?

In order to make managing energy more straightforward Ofgem – the Government’s energy regulator – has been reviewing the energy industry to bring consistency to the way that we all operate and the way that we communicate with our customers.

We were already compliant with many of the recommendations made following Ofgem’s Retail Market Review; however we’ve made any other changes required. We believe this has helped to make our communications simpler to understand.

To find out more about Ofgem’s Retail Market Review:

visit www.ofgem.gov.uk/gas/retail-market/market-review-and-reform/retail-market-review

If you want to find out more/contact Ofgem:

visit www.ofgem.gov.uk

Tel: 020 7901 7295

Email: consumeraffairs@ofgem.gov.uk

Why do I need all this information on my bill and annual statement?

We appreciate that our bills are lengthy - this is because Ofgem has stipulated the information all energy suppliers must communicate to help you understand your supplier and your tariff.

If you currently receive communications from us by post you can choose for all future communications to be sent via email which will help reduce our reliance on paper. Just let us know by contacting info@cooperativeenergy.coop or let us know next time you speak to one of our customer service advisors.

Where can I find my PID?

Your PID is the 19 digit number printed on the front of your top-up card. You have a separate PID for electricity and for gas.

Why has the information on the bills and statements been laid out in this way?

We are required to comply with strict Ofgem regulatory requirements around the information we must include in the bills and statements we issue.

What do these changes mean for me?

To keep things simple, we will be offering the choice of four tariffs only at any one time making it easier for you to choose the right one for you. Bills have been simplified. We let you know up front if we can offer you a cheaper tariff than the one you are on. We track your usage so you can see at a glance what energy you’ve used. We can also predict your energy usage based on your previous usage for the next 12 months so that you can see the likely costs allowing you to budget more effectively. Information is simply displayed to allow for easy comparison and we provide information on where you can go for independent advice on switching your supplier and also reducing your energy usage.

Why are you telling me I can switch supplier?

We know we are competitively priced and offer excellent service and therefore hope to continue providing you with your energy. Ofgem is keen to increase consumer’s knowledge about their right to find the best energy deal for them. We are therefore required to make you aware of all the options we make available to you.

Why have you sent me a bill then a few days later sent me an annual statement?

Previously such information would have formed part of your bill. The new format of annual statement will be exactly the same regardless of which supplier you use. It helps you compare key information about your consumption and your tariff. Ofgem require us to send it to you separately. We recommend that you keep it handy for future reference.

Why haven’t you automatically put me on the cheapest tariff?

We believe it is important to provide our customers with all the information they need to make an informed decision. An alternative tariff may be cheaper. However, different tariffs have different terms and conditions. Therefore, it would be wrong of us to assume you will be willing to accept these terms and conditions for a cheaper rate without consulting you first.

Am I still getting membership points and if so why are they no longer appearing on my bill?

Don’t worry, you are still getting membership points for your energy spend and meter readings. Unfortunately we are not able to show your points on the bill.

If you are a Midcounties Co-operative member, you’ll continue to accrual membership points and receive a Share of the Points statement every six months, in June and November. You can check your membership points at: www.midcounties.coop/members/Login.aspx or we can check them for you, just email: membership@cooperativeenergy.coop.

If you live in the Midcounties Co-operative region you can check your accumulated points balance in any of our food stores as they’ll be displayed on your retail receipt. The total points balance earned will be up-to-date as of the beginning of that week; however the receipt won’t itemise where points have been earned.

If you have a membership query or want help in checking your membership points call the Midcounties Co-operative membership helpline on 0800 435902 during office hours.

If you are not a member and would like to join, just contact us at: membership@cooperativeenergy.coop and we’ll sign you up.

Can I get membership points for my energy spends if I’m a member of another Co-operative?

The rules which came in in late 2013 mean that we cannot offer certain types of cash based discount. The result of this is that only members of the Midcounties Co-operative can receive a share of profits from their energy spend and meter reads. If you are already a member of another Co-operative we recommend you keep the membership you use for services that you buy locally – food, travel, childcare etc. Then join the Midcounties Co-operative in order to be rewarded with points for every pound you spend on energy and for meter readings which in turn will entitle you to Midcounties Co-operative half yearly dividends.

If you are not a member and would like to join, just contact us at: membership@cooperativeenergy.coop and we’ll sign you up.

Smart Meters

What is a Smart Meter?

A Smart Meter is a meter for measuring gas, electricity or water consumption (or any combination), which is able to send regular and accurate readings to the supplier without the need to have a meter reader call in person.

A Smart Meter can eliminate the need for estimates and reduce the issues that often cause customer dissatisfaction, such as inaccurate bills. A Smart Meter can also inform the householder of their consumption in real time, encouraging energy efficient behaviour. A Smart Meter may also be able to inform certain non-time-critical appliances such as dishwashers and washing machines when to run and when not to run, depending on energy prices and national energy demand at any particular point in time.

Why is Co-operative Energy introducing Smart Meters?

The UK Government wants every home in the UK/GB to have Smart Meters installed by 2020. All energy suppliers will be offering Smart Meters to all their customers to meet this requirement.

Co-operative Energy is starting trials early to deliver smart benefits to our own customers as soon as we can.

The rollout of this new technology is seen as an important way for customers to monitor the amount of energy they are using, reduce energy waste and gain more control over their own usage.

Are there any situations where it’s not possible to install a Smart Meter?

The Smart Meter rollout is a national project. It should be possible to fit a Smart Meter in the majority of settings, however there are a few situations where this may not be possible;

Weak mobile network coverage. Smart Meters send information over a mobile signal. If you have trouble using your mobile phone at home, this could mean you are unable to operate a Smart Meter.

There is not enough space to fit a Smart Meter. A Smart Meter must be fitted where your current meter is. Our engineers are not able to relocate where the meter is placed. If there is not enough space to mount the new Smart Meter, it may not be possible for the meter to be fitted.

How do I take a reading from an electric smart meter?

One of the benefits of having a Smart Meter is that the meter will automatically send us your readings, meaning you do not have to read and provide us with them. However, you can still read your Smart Meter as often as you like. This can be checked on either the Smart Meter or your In Home Display (IHD).

Electric Smart Meters are digital and the reading will always be visible on the LCD screen. Some meters automatically cycle through different screens and you must wait until the reading is visible.

The reading will have five or six digits and will normally be prefixed with a registered name such as "R1".

How do I take a reading from a gas smart meter?

One of the benefits of having a Smart Meter is that the meter will automatically send us your readings, meaning you do not have to read and provide us with them. However, you can still read your Smart Meter as often as you like. This can be checked on either the Smart Meter or your In Home Display (IHD).

How do Smart Meters work?

Smart Meters use a SIM card (such as the ones found in mobile phones) to work wirelessly and send information about your energy consumption back to us, your energy supplier.

What are the benefits of having a Smart Meter?

Information about your energy consumption is automatically transmitted back to us, so apart from occasional meter checks you should never need to provide us with a meter reading again. This also means an end to estimated bills and you'll only be paying for the exact amount of gas and/or electricity you use.

Your Smart Meter comes with a handy portable in-home display device (IHD), so you can see exactly how much energy you're using at home.

Smart Meters clearly display both your gas and electricity consumption.

Once you've built up your own consumption history, it becomes easy to compare your energy use with similar periods in previous years or for example by month in the same year.

Will my Smart Meter cost more to run?

The overall cost of your Smart Meter and its maintenance will be absorbed into your energy bills in the same way as your existing gas or electricity meter.

Your In Home Display (IHD) is plugged into a socket and it uses a nominal amount of electricity to power the backlight. The last estimated yearly running cost for the display is 20p.

I have heard some negative things about Smart Meters. What is the truth?

Smart Meters are covered by UK and EU product safety legislation, which requires manufacturers to ensure that any product placed on the market, is safe. Public Health England (formerly The Health Protection Agency) provides advice and information on the health implications of Smart Meters, as it does for a range of technologies commonly found in homes and businesses across the UK.

Further information about Smart Meters and health can be found on the Public Health England web page: http://www.hpa.org.uk/Topics/Radiation/UnderstandingRadiation/UnderstandingRadiationTopics/ElectromagneticFields/RadioWaves/SmartMeters/

What about my data and personal information. Are these safe?

The data recorded only relates to gas and electricity readings, and your Smart Meter comes with robust security features to keep this information safe. Additionally, the SIM in your Smart Meter is protected by the network provider's rigorous security features.

For more information and to read Co-operative Energy’s Privacy Policy visit; http://www.cooperativeenergy.coop/privacy-policy/

Will a Smart Meter interfere with my home Wi-Fi signal?

Smart Meters communicate using an allocated channel in the same frequency range as many other devices in your home, such as Wi-Fi routers, microwaves, Bluetooth dongles and baby monitors. Your Smart Meter has to conform to a strict set of regulations before it can be installed in your home, so interference with other devices is extremely rare.

Will Smart Meters make it easier for you to disconnect me?

No. Ofgem has introduced tough rules for all energy suppliers, which state that disconnecting any customer's gas and/or electricity supply can only be used as a last resort when all other methods have failed. Therefore, we'll do everything we can to avoid this situation, but it's really important to let us know as soon as possible if you're having difficulty paying your energy bills - our advisors are here to help you find the best solution to any payment difficulties.

You can read more about the Government and Ofgem's rules here: https://www.ofgem.gov.uk/publications-and-updates/avoiding-debt-and-disconnection

Who can I call if I have got a query after you have fitted my meter?

Contact our Customer Services team on 0800 954 0693 and ask for our Smart Metering Team who will be more than happy to help you.

We're open between 8am to 9pm, Monday to Friday, 9am to 2pm Saturdays and 9am to 1pm Sundays.

Can I switch suppliers once you've fitted my meter?

Yes, but make sure you advise your new supplier that you have a Smart Meter installed.

What happens if there is a problem with my Smart Meter?

Contact us immediately on 0800 954 0693 and ask for our Smart Metering Team who will be more than happy to help you.

We're open between 8am to 9pm, Monday to Friday, 9am to 2pm Saturdays and 9am to 1pm Sundays.

What happens if I move home?

Contact us on 0800 954 0693 approximately two days before you move and we will make arrangements to obtain a reading from your Smart Meter when you move out. We also hope you'll stay with Co-operative Energy in your new home.

Tariffs and unit rates

Where can I find your prices?

You can view tariffs and prices for your region on our product pages. They are available through the tariff information labels (TILs) on our website and on your annual statement. If you can’t find what you’re looking for, please call us on 0800 954 0693 or 01926 516 152.

What is a Tariff Information Label?

Tariff Information Labels (TILs) have been introduced by Ofgem to help customers to understand all of the details on their tariffs. We now have a regulatory obligation to put them on our statements.

Why do prices change so frequently in the energy market?

The wholesale costs of energy fluctuates all the time. Also, the costs of delivering the gas and electricity to your home change's each year. Although we will try and keep our prices as stable as possible for as long as possible, we may sometimes need to change them.

What do price changes mean to me?

When you sign up to Co-operative Energy, we buy your energy upfront. So when costs rise, we don’t have to raise our prices immediately. Instead, we can give you plenty of notice to give you time to shop around if you want to. That’s part of our policy of openness, honesty and transparency.

What is a variable tariff?

A variable tariff means that your energy prices may rise or fall in line with the wholesale market or other costs we face, although we try to avoid changing our prices too frequently. If we increase our prices, we’ll give you 30 days’ advance notice. If we reduce our prices, we’ll apply them across the board to all customers straight away.

To keep your energy prices at a set price for a period of time you can choose to go onto a Fixed Term Tariff. Click here to see Co-operative Energy current Fixed Term Tariffs.

What is a Fixed Term Tariff?

Most suppliers offer fixed term tariffs, a bit like fixed rate mortgages. Throughout the fixed term you will always pay the unit price you signed up to. This may be for one, two or three years. Your energy unit costs and standing charge will not change.

Although the unit rate and standing charge will remain the same, please remember that what you actually pay depends on how much energy you use.

At the end of your fixed term, unless you choose a different tariff we will automatically move you onto our Pioneer – variable tariff.

What is a Feed in Tariff (FITs)?

The Feed In Tariff scheme allows homeowners to generate their own energy from renewable sources such as solar power, wind turbines and hydropower. Any excess energy created can be sold back to their energy provider. The scheme, introduced in 2010, is part of the Government’s target to produce 15% of the UK’s electricity from renewable sources by 2020.

For information on the tariff rates for the Feed In Tariff scheme, please visit Ofgem’s website.

How long are my energy prices fixed for?

A fixed term tariff means that you will always pay the unit price you signed up to, for the duration of the agreement, which can be one, two or three years. Each fixed term contract will have different lengths of term.

Click here to see details of Co-operative Energy current fixed term tariffs.

Do you offer Prepayment (PAYG) payment methods?

Yes, we offer Prepayment (PAYG) as a payment method to help our customers manage their energy spend. Click here to see details of Co-operative Energy current Pioneer variable Prepayment prices.

What plans do you offer?

At any one time Co-operative Energy will have up to four tariffs on offer. To see our current tariffs (including variable and fixed rate products), click here.

How do I know if I'm on the right tariff for me?

We want our customers to be sure they are on the right tariff for them. When you complete a comparison with Co-operative Energy, we will give you the prices offered by each of our tariffs so that you have all of the information to choose the right tariff and payment method for you.

Are you an existing customer who wants to switch tariffs?

Speak with one of our customer services advisors who will review your account and talk you through the options available to you; 0800 054 0693.

What happens if my energy price changes?

A variable tariff means that your energy prices may rise or fall in line with the wholesale market, although we try to avoid changing our prices too frequently. If we increase our prices, we’ll give you 30 days’ advance notice. If we reduce our prices, we’ll apply them across the board to all customers straight away. You have the right to switch to another supplier if you don’t like the change.

A Fixed Term Tariff means that you will always pay the unit price you signed up to, for the duration of the agreement, which can be one, two or three years. Your energy unit costs will not change.

How will you notify me if my tariff changes?

If you are on a variable tariff we’ll give you 30 days’ advance notice of the price increase. We will contact you via post or email (depending on your chosen communication style) to let you know of the changes. If we reduce our prices, we’ll apply them across the board to all customers straight away.

I am on a fixed term tariff, what happens if I stop paying by Direct Debit?

Different payment methods cost us different amounts of money which is why the charges you pay on a different tariff or payment will be higher. Our fixed term tariffs require you to pay by Direct Debit. If you don’t pay by this method we have the ability to change your payment method and tariff. We will always give you notice if we intend to change your payment method so that you can reinstate your direct debit and pay off any outstanding amount if required.

I have switched my payment methods, why has my standing charge changed?

Different payment methods cost us different amounts of money which is why the charges you pay on certain tariffs or payments method will be different.

You can view all charges for your tariff and payment option through the tariff information labels (TILs) on your statement.

I'm changing to a different tariff - how does it work?

It’s simple to switch to another Co-operative Energy tariff. Call and speak with one of our customer service advisors who will review your account and help you understand the tariffs available to you.

I'm on a Fixed Term Tariff – can I still change tariff?

Yes. For our Fixed Term Tariff, we want to make sure you have certainty over the prices you pay. We don’t wish to tie you in so we don’t charge any termination fees and you are free to switch to any available Co-operative Energy tariff at any time.

What discounts are available?

Due to Ofgem’s Retail Market Review (RMR) regulatory reforms, Energy companies are no longer able to offer certain discounts on tariffs.

All customers are invited to become a member of The Midcounties Co-operative where you will collect a share of our profits based on your energy (and other Midcounties products and services) spend. We send out your share of profits in the form of shopping vouchers, which we post to your home address. These vouchers can be redeemed against your energy bill.

To join, become a member and collect points on your Energy spend, click here.

What happens if I decide to change my payment method?

Please check the details of your tariff as some of our fixed term tariffs require Direct Debit payment as part of the terms and conditions.

If you would like to switch between payment on receipt of bill (PORB) and Direct Debit payments, call and speak with one of our customer service advisors who will be happy to help make the change to your account.

Switching between payment on receipt of bill (PORB) and Direct Debit payments can affect the standing charge on your account. The customer service advisor will give more details on this during your call.

As this will be a change to your contract with us, we’ll need to put certain information to you in writing and ask you to confirm that you’re happy for us to proceed.

What is the Tariff Comparison Rate (TCR)?

The TCR is a single figure that represents the cost per kilowatt hour (kWh) that an average consumer would pay on a particular tariff. It includes the unit rate, standing charge and any other value included in the tariff and highlights the cost/kWh into a single figure.

The TCR is based on the energy used by the average household (3,200 kWh for electricity and 13,500 kWh for gas) and the standing charges and unit rates of this tariff.

Where do I find my TCR?

Your TCR can be found on your bill or Annual Statement. The TCR is not currently available for customers on economy 7.

Can I leave my fixed term tariff?

Yes. For our fixed term tariffs, we want to make sure you have certainty over the prices you pay. We don’t wish to tie you in so we don’t charge any termination fees and you are free to switch to any available Co-operative Energy tariff at any time.

What are your cancellation fees?

For our fixed term tariffs, we want to make sure you have certainty over the prices you pay. We don’t wish to tie you in so we don’t charge any termination fees and you are free to switch to any available Co-operative Energy tariff at any time.

Switching to Co-operative Energy

How do I cancel my registration?

We give each customer a 14 day ‘cooling off period’. If you change your mind, let us know within 14 days of joining Co-operative Energy and we will cancel your registration. Call and speak with one of our customer service advisers who will talk you through the cancellation process; 0800 954 0693 or 01926 516152.

How do I register for priority services?

If you or anyone in the property we are supplying with energy is defined as a vulnerable person, we have a duty of care as your energy provider.

The energy industry defines a priority customer as a person who:

  • is of a pensionable age.
  • has a disability.
  • is chronically sick.
  • has a hearing and/or visual impairment.

If a member of the household fits into any of the above categories, your account may be eligible for Co-operative Energy’s free priority service. This will ensure that in the event of a problem with either the power or gas supply in your area, your household will be one of the first properties visited by our engineers.

Please let us know if you qualify for the priority service when prompted by our Sales Advisors or during the online sign-up process.

If you have already completed your registration with Co-operative Energy, please call and speak with one of our customer service advisors on 0800 954 0693 or 01926 516152, who will register your account to our Priority Service

How is my switch progressing?

The switching process can take up to 21 days to complete. In this time you may not hear from us. When the switch is complete, we will contact you for your opening meter readings. We will contact you if there is a problem during the switching process.

If you haven’t received your welcome letter within two weeks please call to let us know 0800 054 0693 or 01926 516152.

I have registered to switch to Co-operative Energy. Why haven’t I heard anything from you?

The switching process can take up to 21 days to complete. In this time you may not hear from us. When the switch is complete, we will contact you for your opening meter readings.

If you haven’t received your welcome letter within two weeks please call to let us know 0800 054 0693 or 01926 516152.

I have been switched to Co-operative Energy by mistake. What should I do?

Occasionally, the switching process can go wrong. This is called an ‘erroneous transfer’. This can be caused by the incorrect details being entered on a switching site or incorrect meter details being recorded, (e.g. MPAN/MPRN information - A number which is unique to your electricity/gas meter and can be found on your most recent energy bill).

If you think you’ve been switched to Co-operative Energy without your knowledge, call us on 0800 054 0693 or 01926 516152.

What do I do if I am moving in?

If you are moving into a property that is supplied by Co-operative Energy, please let us know by calling 0800 054 0693 or 01926 516152.

We will need some basic information to switch the account to your name and we’ll need to take the meter reading from the date you moved in so that you are only charged for the energy you have used.

What do I do if I am moving out?

If you are switching to a new provider or leaving a property that we supply, follow this link and choose “MOVING OUT” from the drop down menu; http://www.cooperativeenergy.coop/contact/ or contact us on 0800 954 0693 or 01926 516152.

We will require the following information from you to close the account:

  • Name.
  • Account Number.
  • Date you moved out (if applicable).
  • Forwarding Address (if applicable).
  • New occupier info - who is now responsible for the property (if applicable).
  • Date they are responsible from (if applicable).

I’ve switched to Co-operative Energy, what happens next?

Switching your energy supplier is not as complicated as you think and Co-operative Energy will manage the majority of the switch for you. Here is a breakdown of what you can expect;

The first step in the switching process is registration. Sign up online or by calling 0800 954 0693 or 01926 516152. And we will take care of the rest. You will then be sent your welcome letter by email or by post. This will include all your supply information such as your supply address, chosen product, expected switch date, Direct Debit amount and date for your first payment.

Please make sure you check all the information on your welcome letter carefully and let us know if you’d like to change anything. After receiving your welcome letter, we will apply to take over your account from your old supplier. A few days before your switchover date we will ask you to send us a meter reading. Once received, we will send this off for checking with your old supplier. Once checked, we’ll open your account using this reading. Once your account is opened, the switching process is complete. You should receive your first statement within 4–6 weeks of being with us, unless you have requested paper statements, which will be posted quarterly.

Cooling off period
When you register to switch to Co-operative Energy, you’ll enter a 14 day cooling-off period. During this time we will send you your welcome letter (via post or email depending on your communication choice at sign-up) so that you can check that all of the details we have taken from you are correct. No further action will be taken by us during this time.

You can cancel your registration at any time during the Cooling Off period. Once the 14 day period has expired, we will start switching your energy supply to Co-operative Energy.

I have not received a welcome letter. What should I do?

If you don’t receive your welcome letter after two weeks, please contact us to let us know so that we can check there isn’t a problem; 0800 054 0693 or 01926 516152.

What happens after the cooling off period has ended?

We will manage the whole of the switching process for you. It takes about four to six weeks for us to complete your switch to Co-operative Energy.

In this time we will speak with your previous supplier and work with them to switch your energy.

If we do have any problems during this process, we will contact you to get things moving again as quickly as possible.

How long will it take to switch?

The switching process can take between 4 to 6 weeks. But don’t worry, we make it very easy by taking care of all the details and keeping you informed of progress. All we ask of you is that you submit your meter readings around the switchover date. We have a 10-day window where we can accept these readings, from 5 days before until 5 days after. Don’t worry if you are unable to submit readings to us during this time. We will request an estimated reading from your old supplier to open your account.

How will I know when my energy is supplied by Co-operative Energy?

Once the switch is complete, we will contact you for your opening meter readings. We will then supply the energy to your property.

Why has my current supplier raised an objection to the switch?

Your current supplier may object to us taking your energy supply if there is an outstanding balance on the account. You may also be required to give 28 days’ notice that you intend to leave them.

How can I remove an objection?

Depending on the reason for the objection, you can usually remove the objection by settling the balance on the account or waiting for the 28 day notice period to expire.

The objection by my current supplier has been removed. Can I continue with my Co-operative Energy registration now?

Once the objection has been removed we will continue with your registration.

If we sent you an email saying that ‘the objection was withdrawn’, you don’t need to do anything. We will automatically continue with the switch.

If we sent you an email saying that ‘the objection has been upheld’, we will have cancelled the current registration and you will need to contact us on 0800 054 0693 or 01926 516152.

What if I keep getting bills from my old supplier?

If this happens, you’ll have to contact your old supplier directly. Unfortunately, we’re not allowed to contact them on your behalf. However, if you’re worried, contact us on 0800 054 0693 or 01926 516152 and we’ll give you some tips on what to say to them to ensure they close your account properly.

What if my old supplier charges me too much on my final bill?

So that we can change your opening meter reading and ask your previous supplier to send you an amended final bill, we require two actual readings and they should be a minimum of two weeks apart.

If your old suppliers’ estimates are very different – above 250kWhs for electric and 1200kWhs for gas – we are able to dispute them based on the two actual readings you have provided to us.

To ensure you receive money back for what you have been charged by your previous supplier, we may require further meter readings. Your previous supplier will amend their readings and be able to send you an amended final statement. This process can take up to 6 weeks and during this time you will not receive regular statements from us.

What is an MPAN/MPRN?

MPAN (Metering Point Administration Number)

This number refers to your electricity supply. It is also known as the “supply number” or “M number”. This number allows us to uniquely identify your electricity meter.

You can find it on any of your recent electricity bills.

MPRN (Meter Point Reference Number)

This number refers to your gas supply. It is also known as the "supply number" or "M number". This number allows us to uniquely identify your gas meter.

It is usually placed in small print at the bottom of your gas bill and will be made up of between six and ten numerical digits only.

How do I become a Co-operative Energy customer?

It is very easy to join Co-operative Energy. The first thing to do is complete a comparison. This will estimate the cost of your energy with Co-operative Energy and give an example of the saving you could make based on your current set-up.

To complete an online comparison click here or speak to one of our sales advisors who will carry out a comparison for you and answer any questions that you may have 0800 054 0693.

What if my balance with my current supplier is in arrears?

If you owe money on your account with your existing supplier they could place an objection on the switch. You’ll need to pay them what you owe to clear your account. You will need to speak with your current supplier and either pay the amount owing or agree on a suitable payment plan.

What information do I need to give you to swap to Co-operative Energy?

We will ask you for details of your current supplier and tariff so that we are able to provide you with the estimated saving that switching to Co-operative Energy could help you to make.

It will increase the accuracy of our quote if you are able to provide your annual usage figures. These can be found on your latest bill or you can call up your current supplier and request these figures. If you pay via Direct Debit, we can use this amount to estimate your usage.

If you do not know your annual usage or monthly spend on Energy, or you have just moved into the property, we will ask a few questions about the property and the people living there.

We will ask for some personal details so that we are able to send you the comparison for your record.

Do I need to give you a meter reading?

No, we don’t need a meter reading from you until the switch has been completed. We will contact you for your opening meter reading.