All FAQs


How will you ensure London Power offers low energy prices to all Londoners?

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Why aren't you offering the cheapest prices on the market?

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What do you mean by "fair and affordable" pricing?

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How can you guarantee excellent customer service?

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Is London Power's electricity really green?

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Where is London Power's electricity sourced from? What do you mean by 'all the electricity you use will be matched with power generated from renewable sources?'

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Why does the London Power marketing campaign feature a parrot?

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What is a fixed plan?

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How long will my switch take?

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Do I need to contact my current supplier?

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When will my first Direct Debit go out?

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When will I receive a final bill from my old supplier?

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Should I cancel my old supplier's Direct Debit?

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What happens if I'm in credit or debit with my old supplier?

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Will I be charged cancellation fees?

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What happens if I have a smart meter?

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I have a smart meter – why are you asking for meter readings?

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Do you support prepayment meters?

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Why do you take an initial payment when my supply starts?

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My old supplier has offered me a better deal to stay with them – should I take it?

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What is the Warm Home Discount?

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Do you offer the Warm Home Discount?

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Why don't you offer online, dual fuel, or Direct Debit discounts?

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What happens if I'm away when you need a meter reading?

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What if I'm moving house?

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What if I've just moved in?

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Will my monthly payments always stay the same?

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What happens if I'm in credit or debit with you?

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How do I refund the credit on my account?

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What is a smart meter and can I have one?

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How do I read my meter?

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How do I read my SMETS2 meter?

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How do I read my Secure smart meter?

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How do I read my non-London Power or Octopus Energy smart meter?

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Do I have to have a smart meter?

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Do you send meter readers around?

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How do I manage someone's energy account after they've passed away?

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What should I do if I think I've received a scam or phishing email?

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Just how green is the my london carbon neutral plan?

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What is carbon offset gas?

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I'm already a London Power customer but am interested to switch to one of the newer rate plans. Can I switch?

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Why might I want to extend my fixed price for 2 years?

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I'm on a pre-payment plan. Can I fix my price for 2 years, or add a gas offset option?

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How does your tree planting plan work? When and where will my trees be planted?

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Why should we plant more trees?

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What can we help you with?