Frequently asked questions 

 

We understand you may have questions about our change of company name from DONG Energy to Ørsted, and what this means for our business and how it might affect yours.

We hope we’ve answered your questions here, but if you need further information, please get in touch with your Account Manager or our Customer Services team on 0800 056 8101.

GENERAL
  • What changes have taken place?

    As of 6 November 2017, all communications from us are now under our new name, Ørsted. You may also notice that our website and online portal look different, in line with our new brand identity.

    We continue to strive towards the highest standards of customer care and remain committed to supplying our customers with gas and electricity.

MAKING PAYMENTS
  • Paying by Bankers Automated Clearing Services (BACS) 

    If you pay by BACS, your accounts team need to update your system, so that payments are made to the new company name, Orsted Sales (UK) Limited, or Orsted Power Sales (UK) Limited.

    We do recommend telling your Accounts team about the change, so they recognise the new name on invoices and bank statements from November onwards.

  • Paying by Direct Debit 

    If you pay by Direct Debit, you don’t need to update any information and your payments will automatically transfer across. The new company name will now appear next to your payment on your bank statements. This will be Orsted Sales (UK) Limited, or Orsted Power Sales (UK) Limited.

    We also recommend telling your Accounts team about the change, so they recognise the new name on invoices.

  • Paying by cheque 

    Cheques must be made payable to the new company name, Orsted Sales (UK) Limited, or Orsted Power Sales (UK) Limited.

CONTACT DETAILS
  • Have your contact details changed?

    Our telephone numbers and postal address remain the same, so please continue to use them as usual. Our email addresses now end with @orsted.co.uk.
    For example,  customer_services@dongenergy.co.uk is now customer_services@orsted.co.uk.

    If you are writing to your Account Manager, the format of their initials are the same as now, e.g. ABCDE@orsted.co.uk. All emails sent to a DONG Energy email address will be forwarded to our new email addresses for 6 months, giving you plenty of time to update your contact records.

  • What is your new website address?

    Our website address is now www.orstedbusiness.co.uk. The new website still contains the information you’re used to, as well as some new features that we hope you’ll enjoy. You can also visit the overall Ørsted UK website on www.orsted.co.uk and our global website www.orsted.com.

    If you visit www.dongenergy.co.uk/energyforbusiness, for a period of time you will be re-directed to www.orstedbusiness.co.uk.

  • What is the new customer portal website address?

    You can access your online account at www.orstedportal.co.uk. Your username and password are the same. If you visit www.dongenergyportal.co.uk for a period of time, you will be redirected to www.orstedportal.co.uk.

LEGAL AND CONTRACTUAL CONSIDERATIONS
  • What is the new legal name of DONG Energy Sales (UK) Ltd?

    Our legal name is now: Orsted Sales (UK) Limited, and Orsted Power Sales (UK) Limited.

  • Has your company registration number and VAT number changed?

    No, our company registration number and VAT number remain the same. 

  • Is my contract still valid?

    All contracts signed with DONG Energy Sales (UK) Limited and DONG Energy Power Sales UK Limited before 6 November 2017 continue to be valid and will transfer to our new name on renewal.

    There are no changes to terms and conditions and any new contracts starting from 6 November have been made under the new legal names: Orsted Sales (UK) Limited, and Orsted Power Sales (UK) Limited.

INFORMATION FOR CONSULTANTS
  • What does the change mean to me as a consultant?

    You don’t need to do anything on behalf of your customers. All contracts remain valid and payments have automatically transferred across. We do recommend telling your Accounts team about the change, so they recognise the new name on invoices and statements.

    All communications from us are now under our new name, Ørsted. Our website and online portal look different in line with our new brand identity.

    We continue to strive towards the highest standards of customer care and remain committed to supplying our customers with gas and electricity.

  • Use of our company logo?

    If you are using the DONG Energy logo on your website, or any other marketing materials, this will need to be updated. Please contact your TPI relationship manager who will send you our new logo.

  • What shall I tell my customers?

    We’ve sent you a document about the change that you can share with your customers to keep them up to date. They have also received a letter with their October, November and December invoices.

    You don’t need to do anything on their behalf. All contracts remain valid and payments have automatically transferred across. We would recommend reminding customers to look out for the change of name on invoices and statements.

INFORMATION FOR SUPPLIERS
  • How does the change of name affect our suppliers?

    Although we’ll pay invoices addressed to DONG Energy Sales (UK) Limited and DONG Energy Power Sales UK Ltd until 15 February 2018, please make sure you have updated your system as soon as possible with the new company name. If we receive invoices addressed to DONG Energy after 15 February 2018, they may need to be re-issued.

    We’ll send all suppliers a ‘certificate of incorporation’ during Q4 2017. This certificate provides evidence that the name has changed. Our company registration number and VAT number are the same. If you have any questions, or have not received a certificate, please contact our accounts team on LES-Acc-Payable@orsted.co.uk.

ABOUT ØRSTED
  • Why has the company changed name?

    Our company has undergone a green transformation, which means that we need a new name to reflect these changes and our ideals.

    Since our recent divestment of the upstream oil and gas business, the name DONG, which originally stood for Danish Oil and Natural Gas, no longer reflects our business and what we want to be in the future.

  • Why have you chosen Ørsted as your new name?

    Our new name (pronounced Ur-sted) recognises H.C. Ørsted, a renowned Danish scientist who discovered electromagnetism in 1820, laying the foundation for the way we produce electricity today.

    We’ve chosen this name – and our new branding style – not only to honour our heritage and the Danish design values of simplicity and functionalism, but also to provide a constant reminder of the importance of innovation and a profound understanding of nature; both are essential in our pursuit of a cleaner, greener energy future.

  • How do you pronounce Ørsted? 

    The new name is Danish, and is pronounced ‘Ur-sted’.

  • I don’t have the ‘Ø’ character on my keyboard, how do I write your company name?

    If you don’t have the Danish ‘Ø’ character, you can use the normal ‘O’ key when writing our company name.

  • Are you still a gas supplier as Ørsted, given your other divestments?

    Yes. Gas supply remains a core business for us in the UK, alongside electricity supply and flexibility solutions.

  • What other changes can I expect from Ørsted in the near future?

    We’ll be investing more in renewable energy, expanding into energy storage solutions, and developing our customer solutions through innovative technology. We are committed to a world of green energy and to you, our customer.

    Our cloud-based software solutions and digital account management options already help customers get more from their energy accounts and this is something we’ll continue to build upon in the future.

If you have any questions, please don’t hesitate to contact your Account Manager or our Customer Service team on 0800 056 8101.

Journalists and media can contact Ørsted’s communications team on 020 7811 1181.