> Always working to
standards in the
> Always working to improve service standards in the energy sector
Frequently asked questions
Need help? Please take a look at our frequently asked questions below. If you can’t find what you’re
looking for simply get in touch with us on 01903 259976 or email email@example.com
Q. How do I sign up to SmartestEnergy Business?
A. Please contact us via our Get a Quote page to obtain a personal quotation for your business. We’ll then be in touch to discuss your product options and other energy requirements. If you’d like to speak to a member of the Sales team, please call us on 01903 259976 or email firstname.lastname@example.org
Q. How soon can you switch my supply?
A. For electricity the earliest timeframe for switching supplier is approximately 10 working days, subject to approval and credit check. For gas it will be approximately 5 working days. If you are still in contract or have outstanding bills with your previous supplier there is a chance that your application may be objected to by them.
Q. Will you credit check my business?
A. Applicants (except on our SmartPay product) will be credit checked and require a minimum credit score of 21 or above, 1 year of established trading, and no CCJs. If a trading entity cannot be located, then unfortunately the application cannot progress.
Q. Do you accept hospitality businesses?
A. Yes, our products are currently available to all hospitality businesses including pubs, clubs, restaurants, hotels, takeaways.
Q. What’s involved in the switching process?
A. Once your application has been accepted, we will send you a welcome pack by email within 48 hours. This confirms your chosen product, supply information and payment plan. Then, as you approach your start date, we will contact you to obtain your first meter reading. This is important so that we can start to bill you accurately for your service.
Q. What is a fixed product?
A. Fixed products enable you to fix the price you pay against wholesale market uncertainty. The longer you fix, the more protection you have against future rises. Our SmartFix product is available on a 1, 2, 3 or 5 year fix to suit your business requirements.
Q. What is renewable energy?
A. Switching your electricity supply to a renewable product is one of the easiest ways to support climate change, reduce your business carbon emission and work towards achieving net zero. Our renewable energy comes from clean sources including wind, solar and hydro and is backed by renewable certificates to guarantee the origin.
Q. Is renewable energy more expensive?
A. We actively encourage customers where possible to opt for renewable energy to help reduce their carbon emissions. Yes, there is a slight increase in the cost associated to providing green energy but it’s a lot less than you might think. Ask for your quote to include renewable prices so you can see that it’s actually a very affordable option and literally doesn’t have to cost the earth.
Q. How does the SmartPay product work?
A. If you are a business with a low (less than 21) or no credit score, then our SmartPay product will still enable you to get access to competitive supply prices. It is essentially a prepay product that allows you to control when and how much you pay. It’s ideal for businesses with unpredictable cash flow. Top-up when it suits you best online, by phone or set up a Direct Debit for automated payments. Credit alerts to manage your levels can be sent by SMS and/or email (electricity only).
Q. What is a smart meter?
A. With accurate billing and automated readings, smart meters are a great way to save your business time and money. They can help you better understand your energy consumption, and by sending automated readings help us to generate your energy bills with accuracy. Smart meters also help to provide the industry with more data to efficiently manage supply and demand at national level.
Q. When will I get a smart meter?
A. Once your service has switched to SmartestEnergy Business, we’ll be touch to arrange free installation. It usually takes between 4-8 weeks to complete the process.
Q. When will I get a smart meter?
A. The actual installation time on site is approximately 30-40 minutes with very little power down time. We can do it a convenient time to ensure there is no interruption to your business
Q. Am I required to have a smart meter?
A. Yes, we require all our customers to have a smart meter, it helps us to provide a better service to our customers and the installation is free of charge. We work under the Smart Meter Installation Code of Practice to ensure your installation is clear and easy.
Q. I already have a smart meter, can I use this?
A. We will check your existing meter type before arranging any installation to see if it compatible with our meter operator network. It may be possible to connect to this but we will need to carry out checks beforehand and then confirm with you.
Q. Can I access my account online?
A. Yes, our SmartWeb service is a great way to manage your account 24/7 with SmartestEnergy Business. View bills, submit readings, make payments, create statement of accounts, edit account info and more via our secure portal at smartweb.smartestenergy.com
Q. How do I register for SmartWeb?
A. If you are in the process of switching or have switched to SmartestEnergy Business and we have provided you with your account number, you’ll be able to get started with SmartWeb. Simply go to smartweb.smartestenergy.com and follow the instructions to register. It’s very easy and will only take a few minutes. We’ll also send you an email to remind you around your service start date.
Q. Can I link accounts together to view under one SmartWeb login?
A. Yes, the multisite feature is available and means you’ll save time by switching between accounts with one login instead of having to register and login separately each time. To set this up you’ll need to speak to our UK Customer Services and answer some basic data protection questions. Please contact our UK Customer Services on 01903 703400 or email email@example.com
Q. What is a Budget Plan?
A. This is a fixed payment method collected each month by Direct Debit. A budget plan helps you avoid seasonal fluctuations and spread the cost of your electricity. Payments are taken once a month, on or around the same day which some customers find helpful for their cash flow. Automated readings provided by your smart meter are used to monitor usage and keep the payment amount accurate.
Q. When is my first payment collected?
A. Your first payment is collected approximately 2 weeks before you start with SmartestEnergy Business. We’ll confirm the exact amount and date closer to the time, so you know what to expect. Payments will be shown as ‘SmartestEnergy Business’ on your bank statement.
Q. If my account gets in credit, will I be refunded?
A. If your account builds up a significant amount of credit, whilst we could use this for future invoice payments, we appreciate some businesses would prefer to be refunded. Simply make the request with our UK Customer Services Team who would be happy to help.
Q. How is my payment amount calculated?
A. We firstly calculate your annual spend using your agreed prices and EAC (estimated annual consumption) and then split the total into 12 equal monthly payment amounts. If your usage changes and you start to pay too much or too little, we’ll adjust the monthly payment amount, giving you at least 10 days’ notice before making a collection.
Q. When do I receive my invoice?
A. Our main bill run is completed around the first week of every month for the previous month. If you have only just joined us it may take a little longer to receive an invoice from us depending on your service start date. Your invoice will confirm any payments collected on your budget plan.
Q. Who should I contact if I have a power cut?
A. Your electricity network operator looks after the safety and security of your electricity supply. In the event that you experience a power failure, or any other kind of electrical emergency, you can contact the new freephone emergency service. Phone 105 and you will be put through to your regional distribution company.
Q. Who should I contact if I smell gas?
A. If you smell gas, think you have a gas leak or have any concerns regarding carbon monoxide, immediately open all windows/doors and extinguish any naked flames, then call the Gas Emergency Services on 0800 111 999.
Easily manage your
with our SmartWeb
View your bills, submit meter readings, make payments,
edit your account details and much more, on the go 24/7.
View your bills, submit meter readings, make payments, edit your account details and much more, on the go 24/7.
What our customers say about us...
Highly recommended by our customers for our personal service approach
Start your ‘smartest’
Speak to our saving experts,
call us free on 01903 259976
The switching process is very straightforward, and we’ll take care of everything for you.