Help

Here are some frequently asked questions and answers. Hopefully you’ll find an answer to your own question but if not please drop us an email to customerservice@our-power.co.uk or call a member of our friendly support team based in Scotland on 0808 168 4534. They’ll be able to help you.

Why have I never heard of Our Power before now?

Our Power is a new energy business set up with the specific aim of delivering low cost domestic gas and electricity to homes in Scotland. You can read more about us here.  

What energy tariffs do you offer?

We try to keep things simple at Our Power. That’s why we only offer one Standard Gas Tariff and a single, separate electricity tariff for standard, Economy 7 and Economy 10 metered homes. Remember you won’t pay more on any of these tariffs if you choose Pay As You Go on either a traditional meter or a smart meter. Find out more about our tariffs here.

How do your energy prices compare to other companies?

Our energy costs are highly competitive and will always be the lowest we can possibly deliver. This is because, unlike other energy companies, we don’t have shareholders which means we can re-invest our profits to find ways of sourcing low-cost energy and passing the savings on to our customers. Here’s a link to our prices.

How do I top up my smart meter?

We will send you a smart meter Payment Card which looks a bit like a debit card. It has a 19 digit number on the front and you quote this when you go to your nearest PayPoint outlet to top up. You can read more about Payment Cards here.

How would a smart meter help me manage my energy bills?

The job of a smart meter is to help you manage your fuel costs through understanding how much energy you’re using and how much it’s costing so that you can take action to reduce your usage and see the benefits immediately. The information from the smart meter also lets us know how your energy is being used (you can opt in to allow us to see your usage at 30 minute intervals) and provide tips to help you understand where you could make savings.

Hard to believe maybe but we would rather your money was in your pocket and going towards other necessities than in ours.

Will my energy costs be higher if I choose Pay As You Go?

No. Our Power is committed to bringing you the most competitively priced energy we can therefore you’ll pay the same tariff whether you choose Pay As You Go, Direct Debit or monthly on receipt of bill.

Help! My credit is running low and I don’t have any money to top it up yet?

First of all, don’t panic! If you are using a smart meter then we will make sure that you don’t go off supply when we are not there to help. We are open from 9.00am to 5.00pm Mon to Fri, and if you run out of credit outside those hours then we’ll provide an emergency supply which we call friendly credit. This will cost you no more than your normal fuel charges and we’ll simply take what you owe from your credit when you next top up. We will give you a couple of hours on the next working day to make a top up before your credit runs out.

If you have a traditional type of pay as you go meter then you will have an emergency credit that you can access in your meter but you should be aware that this will only provide £5.00 credit and you should use it sparingly, especially if you run out of credit at the weekend. Again, this will cost you no more than your normal fuel charges and we’ll simply take what you owe from your credit when you next top up.

I'm on benefits and struggling to pay my fuel bill. What should I do?

What not to do is worry yourself over it as there’s always help available to get you back on track. Have a read at our page entitled Payment Difficulties to see the options available to you in order to get help.