Frequently asked questions

Here are the answers to some of the most frequently asked questions about Age UK Energy.

Q. How much will it cost me to change?

A. Nothing. It's totally free to join.

Q. Will I be tied into a contract?

A. You will be entering into a contract with E.ON, but you are free to leave anytime, as long as your account is not in debt.

Q. Do I have to change both my gas and my electricity?

A. No, you can change either one, or both. However, you’ll enjoy greater benefits by joining Age UK Energy for both your gas and electricity.

Q. Who reads my meters?

A. Your meter will be read either by an E.ON meter reader, or a reader from one of E.ON's appointed agencies.

Q. Is my electricity the same?

A. Yes. You’ll receive the same electricity as you do now through the same cables and meter you already have.

Q. Is my gas the same?

A. Yes. You’ll receive the same gas through the same pipes, and you’ll keep the same meter.

Q. What is the Guaranteed Cold Weather Payment^?

A. It is a guaranteed annual payment of £10 (excluding VAT) for all of our gas and Dual Fuel customers. Customers over 80 receive £20. If you’re a gas customer aged 60 and over, you may receive an additional payment beyond this guaranteed amount, based on the number of days the temperature is below freezing point between December and February (the temperature is taken from the Pickering Weather station in Yorkshire, one of the coldest places in the UK). This will now give the equivalent of an extra 3 hours gas fire heating for each qualifying day.

Q. How is the payment made?

A. The amount will be credited to your account as a rebate in March and you’ll see the amount on your following bill. If you pay by pre-payment meter or variable Direct Debit you will receive a cheque.

Q. How do I get in touch with customer services?

A. Once you have become a customer you can access our customer services number. It will be answered by a team of people based in the UK, dedicated to helping and advising Age UK Energy customers. The helpline is answered by a person and not a machine. It will provide you with help and advice on any issue to do with your energy supply.

Q. What is the energy efficiency advice service?

A. You can get specific advice on how to reduce your gas and electricity bills by using your energy more efficiently. You can also run a free** energy efficiency home survey, over the phone and visit eonenergyfit.com/ageuk

Q. How do I pay my bill?

A. You can choose from:

• One bill - get your electricity and gas on one bill and pay for both together
• Fixed monthly or quarterly Direct Debit
• Quarterly, by cash or cheque
• Making regular payments weekly, fortnightly or monthly
• Paying free of charge at any Post Office, payzone or paypoint

Notes

Age UK Energy is a tailor made gas and electricity package provided by E.ON Energy Solutions Limited.

**Local call rates apply

^E.ON calculates the amount of the cold weather payment by first working out the average cost of three hours use of a typical gas fire (3.9 kWh per hour) on your Age UK tariff. E.ON then multiplies this amount by the number of days the temperature fell below 0°C at Pickering Weather Station in North Yorkshire (one of the coldest places in the UK) if the result of this calculation exceeds the minimum cold weather payment E.ON will pay the difference to you in addition to the minimum cold weather payment. For our customers aged between 60 and 79 the minimum cold weather payment is £10, for customers aged 80 and over the minimum cold weather payment is £20.Customers under 60 will only receive the minimum amount of £10. All figures quoted are ex VAT

¹Age UK Group comprises of the Charity and its group companies and works with national partners (Age Cymru‚ Age Scotland & Age NI) and local partners (local Age UK/Age Concern charities).

Age UK Energy is a trading name of Age UK Enterprises Limited (a trading company of Age UK‚ which donates net profits to that charity). Age UK is a registered trademark. The use of the name and logo Age UK is done so under licence agreement between Age UK and Age UK Enterprises Limited. Age UK Enterprises Limited is registered in England and Wales No. 3156159. Registered Office: Tavis House 1-6 Tavistock Square, London WC1H 9NA.

E.ON Energy Solutions Limited. Registered office: Westwood Way, Westwood Business Park‚ Coventry CV4 8LG. Registered in England and Wales No. 3407430.

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