Our service pledge
With a wealth of industry expertise, we are on hand to provide industry leading solutions and an outstanding customer service. That is why so many of our customers stay with us.
Guaranteed Standards of Performance
As a customer, it's important that you know the standards of performance you can expect from your Gas Transporter (GT), electricity Distribution Network Operator (DNO) and Ørsted. You also need to know the actions you can take if these standards are not met.
Your GT owns the network of gas pipes which supply gas to your premises and your DNO owns the electricity wires and cables which supply electricity to your premises.
If you have a complaintWe're passionate about delivering excellent customer service. However, if you are not happy with our service and wish to make a complaint, we have the following guidelines in place to ensure that this is handled quickly and efficiently.
Please view our Complaints process page for full details on how to make a complaint, what happens when you make a complaint, plus names of other organisations that may be able to assist you.
Refunds for microbusiness customers with closed accountsWe’re committed to delivering the highest standards of customer service, and recognise our responsibility to refund credits on closed accounts for microbusiness* customers. You can download the Voluntary Standards for Microbusiness customers to find out more about the responsibilities we have as a supplier, and more information about refunds on closed accounts. These standards have been agreed with Energy UK and the Industrial and Commercial Shippers and Suppliers Group (ICoSS). Both organisations promote good practice within the energy sector.
Find out more about ICoSS here. Find out more about Energy UK here.
If you have moved premises, or changed your supplier you may be entitled to a refund.
If you have changed supplier, please send the following information to
- Your final meter reading
- Your contact details and forwarding address
If there is a credit amount on your account, we will refund this within 28 days of the date on your final bill, or as soon as is practical after that time.
*A microbusiness is defined as a business which:
a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or
b. Has fewer than ten employees and an annual turnover not exceeding €2m
Back billing commitments
In situations where you have not been charged or you have been charged incorrectly for your energy use, we may send an invoice to recover these costs. This is known as 'back-billing.'
We’re committed to delivering the highest standards of customer service, and recognise our responsibilities with regards to back billing.
If you are a micro business customer, we won't bill you for unbilled energy consumption in excess of 2 years, if it is our error. Download the Voluntary Standards for Microbusiness Energy Users to read about the responsibilities we have as a supplier, and for advice on how you can prevent back-billing.
A microbusiness is defined as a business which:
a.Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or
b.Has fewer than ten employees and an annual turnover not exceeding €2m
Visiting your premises
On occasion, representatives of Ørsted may need to visit your site in order to potentially carry out any of the below:
- Site surveys
- AMR installation
- Meter exchanges
- Routine maintenance visits
Arranging the site visit
If a visit is required, our representatives will always attempt to book an appointment with you in advance, by telephone.
When our representatives telephone, they are required to clearly explain their reason for contacting you, making it clear they are acting on behalf of Ørsted. Additionally, they are required to confirm:
- Site address details
- Access requirements
- Individual customer or site requirements
- Passwords or additional security arrangements
If you require a risk assessment and method statement, please request this during your discussions with the representative.
If the representative is unable to make contact with you, they will attempt to make the visit to carry out these works.
On the day of the site visit
If an appointment has been agreed in advance and it is possible to do so, the representative will telephone on the day of the appointment, prior to the visit to provide you with an estimated time of arrival.
When the representative arrives on-site, they are required to:
- Be polite and professional
- Wear appropriate Personal Protective Equipment (PPE)
- Show you their ID / accreditation upon request
- Explain the reason for the visit, confirming it is appropriate to proceed before starting any work.
- Keep you informed about the progress of that work, which includes advising you at any point if any technical issues or concerns arise.
- Ensure that the work area is clean and tidy before leaving, removing all tools and materials
- Confirm that you are satisfied with the work carried out and help with any other questions that you may have.
- Record your comments or feedback, in order it pass them back to Ørsted.
Work carried out at your premises by other third parties
On occasion, representatives or agents that are unrelated to Ørsted may arrive at your premises to review your metering supply infrastructure. These third parties will usually be acting on behalf of the companies that are responsible for the Distribution infrastructure (i.e. National Grid, Scotia, Southern, Wales & West or Northern Gas Networks).
We cannot account for all agents of all parties that carry out work on the UK’s energy infrastructure, however any reputable agent or Reasonably Prudent Operator (RPO) will be happy to share accreditation information with you, and provide you with the means to check their credentials and reasons for attending your site. Once confirmed, the agent will then need to proceed with their work.
Ørsted does not have direct involvement with these parties, therefore it is important that you ask them to provide you with their credentials.
You can provide feedback in the following ways:
- Contact your Ørsted Account Manager or call our customer service team on 0800 0568 101.
- Complete a Customer Satisfaction questionnaire. (You will receive this - or be invited over the telephone to participate).