Important Information

Fuel Mix

Since March 2005 all energy companies have been required to publish their Fuel Mix Disclosure Data Table on an annual basis. The fuel mix is the percentage ratios of different energy sources which make up the sum total of energy supplied. As Our Power is a brand new company we won’t be in a position to publish our Fuel Mix Disclosure Data Table until October 2017. The table below however, shows the UK average fuel mix. Once we do publish our statistics you’ll be able to see how we compare.

Electricity supplied has been sourced from the following fuels

Average for Great Britain (%)

Coal

26.7

Natural Gas

26.7

Nuclear

22.2

Renewable

19.3

Other

2.1

Total

100

Guaranteed Standards of Performance

To ensure we meet the high standards of service that you expect, we have standards set to us that we must adhere to.

Faulty meters

If you believe that your meter is not working correctly we will be provide an explanation of the probable cause within 5 working days. Inside of these 5 days, if a visit is required by one of our engineers, we will attend to fix or replace the meter if you are available for an appointment within this period.

Failure to meet these standards we will pay you £30.

Faulty prepayment meter

If you report to us that a prepayment meter is not working correctly, i.e. the meter is not taking the correct amount for debt or the credit you have bought does not transfer to meter, we will send an engineer to your property within 3 hours of notifying us if between 9am and 5pm on a weekday

Failure to meet these standards we will pay you £30.

NB: If you let us know outside of the above time period, the 3 hours to attend your property will begin at the start of the next working day.

Making and keeping appointments

If you request an appointment or we need to visit your home we will offer you morning appointment up until 1pm or afternoon appointment after 12pm.

Failure to meet these standards and we will pay you £30.

Reconnection

If we have disconnected your gas or electric supply to your property due to unpaid gas or electric charges but these have now been paid or an reasonable amount agreed with and any security deposits if requested by us, we can reconnect the relevant supply.

Within 24 hours of the above happening, we will reconnect your gas and/or electric supply to the property. If the events happen outside of working hours, the 24 hour period will begin at the start of the next period of working hours.
Failure to do the above and we will pay you £30.

Distributed Payments

If we receive a payment to be forwarded onto you the customer, this must be paid to you within 10 working days of us receiving the payment.
Failure to do this and we will pay you £30.

Suppliers Payment Obligations

If we fail to meet any individual standards of performance, we must for each failure, make a payment of £30 to you the customer, within 10 working days. If we fail to make the payment we must for each payment, pay you a further £30 pounds within 10 working days.
This also applies to failure to make the above distributed payments.

Guaranteed standard exemptions

Sometimes things are just out of our control, including:

  • Severe weather

  • Customer out when we visit

  • Customer cancels appointments

  • Strikes or third party actions outside our control

Priority Services Register (PSR)

We are dedicated to providing extra help to our most vulnerable customers to make managing their account with us that much simpler.

You may be eligible to join our Priority Services Register (PSR) if you, or a member of your household are:

• Disabled
• Over 65 years
• Chronically sick

This confidential service allows us to see which of our customers require specific services to help manage their account and remain on supply.

Once on this register, we can:

• Nominate a friend of family member to act on your behalf
• Arrange for someone to attend your property to read your meters free of charge
• Arrange for your meter to be moved for ease of access, if your meter is in an inaccessible location
• Supply large print or braille correspondence if you have sight problems
• Contact you if we see your supply has gone off and you require a constant supply due to a medical condition - *Please note in order for this service to be applicable you will need to have a smart meter installed within your home*

To find out more about the PSR and how you can be included, please contact one of our team based in Scotland on 0808 168 4534.

Please be aware, your water supplier might also have this type of register. For more information, please contact them directly.

Need more advice?

Action on hearing loss - www.actiononhearingloss.org.uk
Age UK - www.ageuk.org.uk
Scope UK - www.scope.org.uk
Sense – www.sense.org.uk
Citizens Advice - www.citizensadvice.org.uk
Disability Rights UK - disabilityrightsuk.org
The Home Heat Helpline - www.homeheathelpline.org.uk

Back Billing Principle

If your supplier is at fault, it will not seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued.

The back-billing principle may not apply if you:

  • Have been using the gas or electricity supply but have made no attempt to contact the supplier to arrange payment. This includes moving into a property and making no attempt to let a supplier know you are the new tenant or homeowner;

  • Have wilfully avoided payment;

  • Have not co-operated with attempts to obtain meter readings or resolve queries requested by the supplier. This includes failing to allow access to the property or failing to respond to requests for meter details or meter readings.

If you are not sure if back-billing would apply in your situation

Energy UK has developed a more detailed list of example scenarios where the back-billing principle may apply as part of its Code of Practice for Accurate Bills. The scenarios are available here: www.energy-uk.org.uk/backbilling.html The Code is regularly reviewed and updates are made to incorporate new scenarios to ensure that consumers are treated fairly.

Which suppliers are members of the Energy UK Code?

Members of the Code include: British Gas (including Scottish Gas), EDF Energy, E.ON, npower and ScottishPower.

What about suppliers who are not members of the Energy UK Code?

Whilst the Energy UK Code does not apply to all suppliers, the back-billing principle applies to all suppliers. Suppliers that are not formal members of the Energy UK Code of Practice for Accurate Bills may use the Code and its scenarios for guidance when deciding whether the back-billing principle should be applied.

What if my supplier isn’t applying the back- billing principle?

If your supplier has said that the back-billing principle or the Energy UK Code does not apply, and you are unhappy with their decision, the next step is to contact your supplier and follow their complaints process. All suppliers have a complaint handling procedure designed to assist their customers.

Need more advice?

Citizens Advice consumer service

If you need independent help and advice about back-billing issues or any other energy issues you can contact the government-funded helpline Citizens Advice consumer service on 08454 040 506 or visit their website: www.adviceguide.org.uk

The Ombudsman Services: Energy

If you are not satisfied with the supplier’s efforts to resolve your complaint after eight weeks, or if the supplier confirms it has reached a final position on your concern, you can ask the Ombudsman Service: Energy to investigate.

The Ombudsman Services: Energy is an independent body which has been set up to resolve disputes between energy companies and their customers. The Ombudsman will consider whether your supplier must take any action to put things right for you. Its decisions are binding on the energy company.

The Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9D

Call - 03304 401 624 or 01925 530 263

Fax - 03304 401 625 or 01925 530 264

Call - 03304 401 600 or 01925 430 886

Email - enquiries@os-energy.org

Website - www.ombudsman-services.org/energy.html

Know your Rights

As a consumer in an ever-changing energy market it’s important to know your rights. Our Power aims to make our service fully transparent so our customers always know what information and free independent advice is available to them. This includes making a complaint, getting advice about the quality of gas and electricity supply, or help and advice if you think you’ll have difficulty paying your energy bills. 

Information on energy related issues is also available from Citizens Advice (Scotland) and can be found by viewing CAB-Know-your-rights.pdf.

Warm Home Discount Scheme

Our Power are part of the Warm Home Discount Scheme for the Core Group.

As we aim to eradicate fuel poverty and help make energy prices fairer for everyone, we have opted into the scheme voluntarily before we reached the mandatory 250,000-member threshold. For more information click here.