What is an Electricity Supply Number (MPAN)?

Electricity Supply Number, sometimes referred to as a Metering Point Administration Number (MPAN) is the unique number given to each domestic electricity customer, to identify a property. This number is issued by the local company that supplies the electricity to your area. These are commonly known as Host Regional Electricity Companies (Host REC’s).

What is a Gas Meter Point Number (MPR)?

A Gas Meter Point Reference Number is the gas equivalent of an Electricity Supply Number/MPAN. It is used to identify each individual meter at your property which you want us to provide.

How is my monthly direct debit payment calculated?

Your Direct Debit agreement is designed to bring your account to a zero balance each calendar year after your start date, when we carry out an annual review of your account. Customers typically build up credit in the summer to help cover their heavier winter consumption. However, depending on how much energy you use, there is sometimes not enough credit on the account to ensure you arrive at a zero balance. We check each time a reconciliation is produced to make sure that your payments are on target to achieve a zero balance. If a change is required, up or down, then we will let you know in writing before any change occurs.

What is Climate Change Levy?

Climate Change Levy (CCL) was set up to encourage business and public sectors to improve energy efficiency and reduce emissions of greenhouse gases.

How do I find out if I'm exempt from Climate Change Levy?

Customs and Excise will be able to provide you with this information. You can call them on 0845 010 9000 or visit www.hmrc.gov.uk/climate-change-levy.

I have had an estimated reconciliation, how can I give you a reading?

You can enter your meter readings online by going to our meter reading page. By giving your customer meter read along with your OE account number a revised reconciliation will be produced and sent to your correspondence address within 5 working days.

How do I get a refund of my credit balance?

If you pay by fixed monthly Direct Debit, your account balance is likely to be in credit for certain periods during the year. If your account is in credit and based on actual, not estimated readings, you can request this back at any time. However, if you choose to do this, you may not have any credit to use up during the winter months when you’re likely to use a lot more energy. As a result, your remaining Direct Debit payments would probably need to increase, so we recommend that you wait until your Annual Review. To request a refund, call 0845 226 2653. Please make sure you have your account number and an up to date meter reading to hand.

What happens if the amount of energy I use changes?

If the energy you use changes then we’ll increase or decrease your payments to match. We’ll let you know of any changes before taking any money from your bank.

What information do you require when I sell my business and move out of the property?

Your account number * The address you’re leaving * Your forwarding address * The date you’re moving * Your final meter readings * The name of the new proprietor at your old business If you wish OE to provide your new business

Why do we need a copy of your energy invoice?

Your business energy invoice will show us the unique MPAN/MPR or supply number for your meter. We can get your consumption from this. This also tells us what type of meter you have and what type of user you are.

How do I give a gas and electricity meter reading?

You can submit your meter read by contacting your dedicated personal account manager on 0845 226 2653 or by simply emailing info@one-energy.co.uk . Please ensure when supplying your meter reading you also provide your account number and business name.

What is the Direct Debit Guarantee?

* This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits. * If there are any changes to the amount or frequency of your Direct Debt, OE will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request OE to collect a payment, confirmation of the amount and date will be given to you at the time of the request. * If an error is made in the payment of your Direct Debit, by OE, or your Bank or Building Society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. * If you receive a refund you are not entitled to, you must pay it back when OE asks you to. You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. If you decide to cancel your Direct Debit, you must give OE notice in writing.

How can I get a Copy of my Invoice or Reconciliation?

You can request a copy of your invoice or reconciliation by contacting your dedicated personal account manager on 0845 226 2653 or by simply emailing info@one-energy.co.uk . Please ensure when requesting an invoice or reconciliation you also provide your account number and business name.

How do I find out my current Prices?

You can find out your current contract prices by contacting your dedicated personal account manager on 0845 226 2653 or by simply emailing info@one-energy.co.uk . Please ensure when requesting your current contract prices you also provide your account number and business name.

What do I do if I have a Loss of Energy Supply or Energy Emergency?

In the event of an electrical emergency click here to find your local area supplier and call the number supplied. In the event of a gas emergency, If you smell gas or suspect you have a gas leak it is VITAL that you call National Grid on 0800 111 999 IMMEDIATELY.

How can I make a Payment Today?

There are a number of options which allow to you clear an outstanding balance on your account. These options will be made clear to you by contacting your dedicated personal account manager on 0845 226 2653.

How can I set up a Direct Debit?

You can set up your direct debit by contacting your dedicated personal account manager on 0845 226 2653. Please provide your account number and business name. Your direct debit can be agreed and setup over the phone or a direct debit mandate form can be printed off completed and returned, just follow this link.

Contact Us

0845 226 2653
info@one-energy.co.uk

One Energy
PO Box 234
Warrington
WA3 9DR

Click here for Emergency Contact