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.

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.

The new system is due to go live on Tuesday, 10th March.

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.

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.

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

During the system cutover weekend, our call centres will be unavailable. The customer service lines will be closed from Friday 27th February to Tuesday 3rd March while we update our billing system.

If you would like to make a payment, please call 0800 954 0693 option 2.

If you would like to submit an opening, monthly or final meter read please call 0800 954 0693 option 3.

If you have an emergency with your gas, please call the national gas emergency line on: 0800 111 999.

If you have an emergency with your electricity supply, you can find the contact details of your Local Network Operator on our website: https://www.cooperativeenergy.coop/customer-service/in-an-emergency

During the system cutover weekend, our call centres will be unavailable.

If you have an emergency with your gas or electricity supply, you can find the contact details of your Local Network Operator on our website: https://www.cooperativeenergy.coop/customer-service/in-an-emergency

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.

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

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

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.

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

If you access the site through a Bookmark or Favourites link in your browser, you will need to re-save the link as the new account page address will change.

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!

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.

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.

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

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 ‘new account number retrieval’ step of the re-registration process.

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.

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

Please keep your login details in a safe place.

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

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: 0800 954 0693.

All of the changes to the billing system will happen behind the scenes at Co-operative Energy. You should no 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.

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.

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.

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.

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

Automated payments will continue as normal.

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

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.

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, internet, Payzone).

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

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.

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

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.

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.

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.

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.

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.

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.

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

No, there is no exit penalty if you choose to leave the 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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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;

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

As you may be aware, at Co-operative Energy we have been running our own voluntary scheme to help our vulnerable customers. However, due to our continued growth, we have now reached the required thresholds to become a Compulsory Scheme Supplier for scheme year 2014/15 which begins on 14 April 2014.

If you are a customer of ours on 12 July 2014 and are in receipt of the following benefits, you will receive an electricity bill rebate of £140. This is called the Core Group:

• Pension Credit, or;
• Guarantee Credit and Savings Credit, aged 65 and over, or;
• Guarantee Credit Only.

The good news is that the compulsory scheme reaches a wider group of customers and we will be able to provide much needed rebates to more of the most vulnerable of our customers. These will be customers who are amongst a defined list of benefit recipients who are in, or at risk of, fuel poverty. This is called the Broader Group. As our eligibility criteria are still in the process of being approved we are yet to define our handling of this part of the scheme. As soon as we have further information we shall make an announcement on our website.

The discount won’t affect your Cold Weather Payment or Winter Fuel Payment.

Visit the gov.uk Warm Home Discount scheme page to see if you qualify for the scheme.

Yes we do. For winter 2014 to 2015, you could get a £140 discount on your electricity bill through the Warm Home Discount Scheme.

The discount won’t affect your Cold Weather Payment or Winter Fuel Payment.

Visit the gov.uk Warm Home Discount scheme page to see if you qualify for the scheme.

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.

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.

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 follow this link; www.cooperativeenergy.coop/account-login/

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

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

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
You can manage your Co-operative Energy account online, accessible from the “Account Log In” tab 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.

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.

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.
• Make a payment – you are able to make payments through your online account.
• View tariff information – You can find information about your current tariff through logging into your Co-operative Energy online account.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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".

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).

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.

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.

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.

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/

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/

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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.

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.

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).

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.