
If the credit you topped up with did not go onto your meter, your key/card may be damaged or faulty. Please [contact us](https://octopus.energy/contact-us/) and we will be able to send you a new one.


What if my top up didn’t work or I have lost my key or card?


Our plans will always be fair - once your fixed yearly term is up, we'll automatically switch you to our cheapest similar plan, so you won't need to switch energy supplier every year. We provide fair and sustainable pricing, charging customers based on the wholesale price of energy and keeping margins low.


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


Our provider, Octopus Energy, has an excellent customer service reputation. In fact, it has been a Which? recommended supplier for the last three years, and was the only recommended energy supplier in 2018 and 2019. In January 2020, Octopus Energy was one of only three Which? recommended energy suppliers, with the highest customer scores of any supplier. It also has a Trustpilot score of 4.8/5 based on many thousands of customer reviews.


How can you guarantee excellent customer service?


Our electricity is supplied through Octopus Energy and is 100 per cent renewable, as defined by industry regulator Ofgem in accordance with international best practice. Around 10 per cent comes directly from a generator of renewable energy. For the rest, Octopus Energy buys Renewable Energy Guarantee of Origin certificates on our behalf. This means that for every unit of energy a customer uses, a unit of energy is in turn generated from a renewable source.


Is London Power's electricity really green? 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?'


If you're reading this, it must have got your attention! It's a macaw, which is a type of parrot. We chose her to show that London Power is a different kind of energy company – “always fair, always affordable, always green”. We want her bright colours to symbolise shaking up the status quo and helping the millions of Londoners who struggle to pay for their energy.

![Image of a colourful macaw perched on a wall, surrounded by dull pigeons](https://mylondonpower.com/static/londonpower/img/parrot_800.f02acea1d7e0.jpg)


Why does the London Power marketing campaign feature a parrot?


Affordable energy is at the heart of our offer to Londoners. We provide fair and sustainable pricing, charging customers based on the wholesale price of energy and keeping margins low. And unlike many suppliers, we won’t hike our prices when your yearly contract ends. With us you’ll always get a good deal.


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


We offer 100% renewable electricity thanks to our partner Octopus Energy. Octopus is backed by Octopus Investments — a large investor in solar power and other renewables, like wind.


Is London Power's electricity really green?


At London Power, we prefer to offer great value to all our customers year after year. Some of the cheapest plans out there have a sting in the tail, with hefty exit fees for example, or are "loss leaders" where the supplier's strategy is to get customers onto higher rates after the first year. By comparison, our rate rollover ensures that you will always pay a fair and affordable price, not just in your first year with London Power. And we will never include exit fees on any of our plans.


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


Since your usage varies over the year, it's pretty normal to be in debt at the end of winter, or credit at the end of summer. The credit you build over the summer months offsets your higher usage in winter.

If you see your account building up a little too much debt for comfort (say, more than one monthly payment's worth), you can easily sort this yourself. Just make a one-off payment or adjust your monthly Direct Debit through your online account ([set one up now](/forgotten-password/?create) if you haven't already).

We'll also monitor this to make sure your payments and usage don't fall behind over the course of the year, aiming to have your account balance above zero once your year ends. To make sure your payments are set to the right amount, it is super important to submit meter readings every month ideally.

If you think your statements aren't right, or if you're building up too much credit and want to request a refund, please drop us an email at [hello@mylondonpower.com](mailto:hello@mylondonpower.com)


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


London Power will take your first Direct Debit on the date we start supplying your energy, and every month on the day you've asked us to. Since your annual usage is estimated at the beginning, having some opening credit can smooth any wobbles in your consumption.


When will my first Direct Debit go out?


It's important to always have some credit on your energy account to help cover changes in usage throughout the year (whether that's regular seasonal changes like increased heating during winter, or unexpected new circumstances at home). Having some energy credit means that if your charges go up, you can avoid having to make any big one-off payments.

We'll always keep a close eye on your credit balance to make sure it's where it should be, based on factors like your energy usage and the time of year (i.e. it's normal to have less credit on your account in Winter).

If we think you've got more credit on your energy account than you need, you'll be able to request the excess back as long as you've had an energy bill based on real meter readings in the last 14 days. To ask for your credit back, just hit the little button underneath your balance on your [online account dashboard](https://mylondonpower.com/dashboard/).

If you think you're due a refund but you don't see an option on your online account, just email [hello@mylondonpower.com](mailto:hello@mylondonpower.com) to talk to the team. (Make sure you've given up-to-date meter readings within the last 14 days.)


How do I refund the credit on my account?


We'll only suggest changing your Direct Debit payment if the amount you are paying is out of line with your monthly charges, and your overall debit or credit balance.

When we say your contract is “fixed”, we mean that your unit rates and standing charge — the two parts that make up the costs of the energy you use — won't change for the duration of your contract.

When you first join us, we estimate your monthly payment based on information from your quote, and from your previous supplier. We only get access to your previous supplier's data after your switch, due to data protection rules. This means that sometimes, you may have ended up using more — or less — energy than we had originally anticipated. This, in turn, can result in your account building up debit or credit.

We'll always notify you via email before making any changes to your monthly payment. At the end of the day, it's your money, so you can control the amount.

You can check your current balance and manage all of your payment details, including amount and payment date, from your [online account](https://mylondonpower.com/dashboard/).


Will my monthly payments always stay the same?


No, you don't have to have a smart meter installed.

We heartily recommend you do, though, as they'll save you a lot of time and hassle, and can even help you use less energy and at cheaper times.

The standard meter you have in your home uses technology that's decades old. With so much of our everyday lives reliant on energy, it makes sense to use the best technology to manage it.

And it's becoming increasingly difficult to source standard meters. They're slowly becoming obsolete as fewer manufacturers are making them, and fewer people want them.

If your standard meter breaks, it could be challenging (for any supplier) to find another standard meter to replace it.

To learn more about smart meters, [visit the Octopus Energy blog](https://octopus.energy/blog/smart-meters-are-coming/).


Do I have to have a smart meter?


## We’ve taken the pain out of meter readings with the handy guide below.
To begin, first check what kind of meter you have, then read the matching guide.

Please note: When submitting a reading online, any spaces left blank will be filled with a zero.

## Electricity
### Digital single meter

Looks like this:

![Electricity digital single meter =400](https://octopus.energy/static/common/img/pages/faq/electricity-single-display-meter.90fc482b58a8.jpg)

How to read:

Write down the five numbers as they appear. **Ignore the red one**.

### Digital dual meter

Looks like this:

![Electricity digital single meter =400](https://octopus.energy/static/common/img/pages/faq/electricity-dual-meter-display.d55cc3b5ebf2.png)

This is for those of you on two energy rates for different times of the day. The cheaper one is on top.

How to read:

Write down the five numbers as they appear, **ignoring the red ones**.

### Digital dual meter (single display)

Looks like this:

![Electricity digital dual meter (single display) =400](https://octopus.energy/static/common/img/pages/faq/electricity-dual-meter-single-display.f6d542d6e8bf.png)


Some dual meters have a single display where you might have to press a button to view each rate.

How to read:

1. Write down the numbers as they appear.
2. Press the button to see the next reading, then write that down too.

### Dial meter

Looks like this:

![Dial meter =400](https://octopus.energy/static/common/img/pages/faq/electricity-dial-meter.bcd3f6947541.png)

Here you’ll see five dials, each with numbers 0 to 9. There may be a sixth dial on the right, sometimes in red, or with 1/10 next to it – ignore this.

How to read:

1. Write down the numbers the pointer has just passed, from left to right.
2. If the pointer lies exactly on any number, underline it (in the above example, you would underline the 4).
3. Now, look at your five numbers. For any that are underlined, look at the number following it – if it’s between 9 and 0, reduce your underlined number by one. The above example would therefore be 1 3 9 7 0.

## Gas

Like electricity, there are a few different types of gas meter, but they’re all fairly simple to read.

### Digital imperial meter

Looks like this:

![Gas digital imperial meter =400](https://octopus.energy/static/common/img/pages/faq/gas-digital-imperial-meter.44e4a5031287.png)

How to read:

Write down the first four numbers as they appear. **Ignore the red ones**.

### Digital metric meter

Looks like this:

![Gas digital metric meter =400](https://octopus.energy/static/common/img/pages/faq/gas-digital-metric-meter-display.338d158a8b06.png)

How to read:

Write down the first five numbers as they appear – **ignore the numbers after the decimal point** (sometimes in red).

### Dial meter

Looks like this:

![Gas digital dial meter =400](https://octopus.energy/static/common/img/pages/faq/gas-dial-meter-display.42f6d3fd3588.png)

There might be more than four dials, you only need to read the bottom four.

How to read:

Write down the numbers closest to the pointer, as they appear. If it’s between numbers, put the lower number, but if it’s between 9 and 0, write 9.


How do I read my meter?


If you're switching to London Power and already have a second generation (SMETS2) smart meter, we'll soon be able to connect to your meter and take readings automatically, but your very first reading needs to be sent manually.

Now, without further ado, here is a guide for taking a manual meter reading on every type of SMETS2 meter:

There are a few different brands of SMETS2 meter – you'll be able to tell what yours is based on the logo on the front.

## How to read your Aclara SMETS2 Meters:

To read your electricity meter, press 'A' to wake up the screen. After this, continue to press 'A' to cycle through the different options until you see 'Total Active Import'. Once you get to this option, you should be able to see your electricity reading.

![The Aclara Electric Smart Meter =350](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/aclara-electric-meter.93b25e2a1cf2.jpg)

To read your gas meter, press the middle button once to wake up the screen. This should automatically reveal your gas reading.

![The Aclara Gas Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/aclara-gas-meter.47d1717f8022.png)

## How to read your EDMI SMETS2 Meters:

To read your electricity meter, press the button on the right to wake up the meter screen. You should see the words 'Active Import Register', and a number which is your meter reading. The display will automatically cycle through other screens, but this first one is your reading.

![The EDMI Electric Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/edmi-electric-meter.685212916ac1.png)

To read your gas meter, press the button on the right to wake up the meter screen. You should see the words 'Consumption in M³, and a number which is your meter reading. The display will automatically cycle through other screens, but this first one is your reading.

![The EDMI Gas Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/edmi-gas-meter.262007914800.png)

## How to read your Landis and Gyr SMETS2 Meters:
To read your electricity meter, press 'B' to light the screen up. You should be given the option for a meter boost - press 'A' to select 'No', and then you should be able to see your electricity reading.

![The L&G E470 Electric Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/l-and-g-e470-electric-meter.1316aea84038.png)

To read your gas meter, press either 'A' or 'B' to wake up the screen. This should automatically come up with your gas reading.

![The EDMI Gas Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/l-and-g-g470-gas-meter.c74281f5b912.png)

## How to read your Flonidan G4SZV SMETS2 gas meter:

When reading your Flonidan smart gas meter, your meter reading should be displayed automatically on the default screen. It should be a number preceded by a large 'V' and followed by 'm3' If you have cycled off that screen, you can use the 'left' and 'centre' push buttons beneath the screen to cycle back to it.

![The Flonidan Gas Smart Meter =500](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/flonidan-gas-meter.b622979cff97.jpg)

## How to read your Honeywell Elster SMETS2 meters:

Press 'select' to 'wake up' your Honeywell AS302P electricity meter. The default screen should show you your current electricity meter reading.

![The Honeywell Electric Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/honeywell-electric-meter.33716cc8c568.png)

Press 'select' to 'wake up' your Honeywell BK-G4 E gas meter. The default screen should show you your current gas meter reading.

![The Honeywell Gas Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/honeywell-gas-meter.b9bcce76518e.png)

## How to read your Kaifa MA120 SMETS2 Electric Meter:

![The Kaifa MA120 Electric Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/kaifa-ma120-meter.b36411a733b0.png)

This meter does not require 'waking up' and uses a default auto scroll mode, cycling through its four screens. It will cycle through to the screen with your meter reading on automatically.

How to read your G4 Metric GWi SMETS2 Gas meter:
This meter uses an automatic scroll mode. Press either of the user buttons once - if you have been sent any messages from the 'head end system', these will appear first. The screen will then cycle to the 01 display, which will show your meter reading.

![The GWI Gas Smart Meter =400](https://octopus.energy/static/common/img/help-and-faqs/meters/how-do-i-read-my-smets2-meter/gwi-smart-gas-meter.cae826002989.png)


How do I read my SMETS2 meter?


Don’t worry, that doesn’t mean your smart meter is broken! The smart meter and the In-Home Display (IHD) are two different bits of kit - the in-home display is a device that connects to your smart meter and shows you how much energy you are using. IHD’s are a piece of third party hardware and like any technology can sometimes be unreliable, but even if the screen isn't working, we should still be fully connected to your smart meter with everything working fine. You can double check that your smart meter is still working by seeing if we're receiving regular smart readings from it (you can check this on your online account under ‘Explore my energy usage’).

Smart meters are great, but much of the design is complex, and things don’t always work perfectly. Most In-Home Display screens, for example, don’t use Wifi or the Internet and need to be placed close to your electricity meter in order to be able to connect. What’s more, if your screen runs out of batteries, we’ve found that there’s a very small chance that it will have trouble connecting once you’ve charged it back up (so we’d encourage keeping it plugged in).

The great news is that there are alternative ways you can monitor your usage, using your phone. We provide a lot of the information an IHD does in your [online account](https://mylondonpower.com/dashboard/), which you can access using our website (which is designed to work well on all mobiles), or our app, and watch this space – we’re constantly working to make the display on your dashboard even smarter.  If you’re still having trouble accessing your consumption data, [get in touch](https://mylondonpower.com/contact-us/) and our energy experts will be happy to help.


My in-home display isn't working


Yes. We currently support traditional prepayment meters for electricity and gas. Please [get in](https://mylondonpower.com/contact-us/) touch with your name and full address and we'll get you on board.


Do you support prepayment meters?


## How do I read my smart meter?

We can automatically read SMETS2 and Secure™ SMETS1 smart meters, but there are lots of different types of smart meters installed around the UK.

Here's our ultimate guide to taking manual readings from a smart meter if it's not one of the SecureTM ones that we install.

If yours was installed by us, [find out how to take readings from it here](https://mylondonpower.com/help-and-faqs/categories/meters/read-my-secure-smart-meter/).

## Reading your electricity meter:

### Your electricity reading will be a number followed by “KWH”. We don't need the numbers after the decimal place.

**If your meter has more than one unit rate (for example, if you're on an Economy 7 tariff), you'll have to take a reading for each rate**. The two readings will appear one after the other — generally followed by “R1” and “R2” (Rate 1 and Rate 2). There is no set rule as to which one is your peak rate reading and which is your offpeak. Your meter might have a sticky label indicating which is which, though.

After R1 and R2, a third reading might appear onscreen — “T”. This is the total of your peak and offpeak readings combined. You don't need to give us this one.

**If your meter has A and B buttons**:

1. Press the A button.
2. Keep on pressing this until you get to “TOTAL ACT IMPORT”.
3. The number shown below this is your meter reading.

**If your meter has a green A and a white B button:**

1. Press and hold the green A button for at least 2 seconds.
2. Press A again and again to cycle through the displays.
3. The first row of numbers you'll see is your meter reading.

**If your meter has three unmarked buttons:**

1. Press the middle button.
2. The number shown below “IMP” is your meter reading.

**If your meter has an orange button and a blue button:**

1. Press the orange button.
2. You'll see a row of numbers followed by “KWH”, this is your reading.

\*If your meter has two buttons marked Reconnect and Display Select:

1. Press the “Display” or “Display Select” button.
2. Keep pressing until it scrolls through a number followed by kWh, this is your reading.

## Reading your gas meter:

### Your gas reading will be a number followed by “m3”. We don't need the numbers after the decimal place.

**If your meter has A and B buttons only:**

1. Press the A button.
2. Keep on pressing this until you get to “METER INDEX”.
3. The number shown below this is your meter reading.

**If your meter has three square red buttons (they might be labelled A, B, and C):**

1. Press the A (or left) button.
2. You'll see a row of numbers followed by m3, this is your reading.

**If your meter has a left arrow, a circle and a right arrow:**

1. Press the middle “circle” button.
2. The screen will show “current meter reading” at the top.
3. You'll see a row of numbers followed by m3, this is your reading.

**If your meter has orange and blue arrow buttons:**

1. Press the orange button.
2. You'll see a row of numbers followed by m3. This is your reading.


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


## To take a meter reading on a standard electricity tariff:
1. Press 6 on the keypad.
2. You'll see the letters “IMP R01” appear on the screen.
3. Wait a moment – then eight digits will appear, followed by “kWh” towards the bottom right of the screen.
4. Take the first 7 digits – this is your reading.

## To take a meter reading on an Economy 7 electricity tariff:
1. Press 6 on the keypad four times.
2. Wait a moment – your day/peak and night/ off-peak readings will show up on the screen one after the other, starting with off-peak.
3. For your off-peak reading, you'll see “IMP R01” onscreen. A second later, you'll see your meter reading: eight digits, with “kWh” towards the bottom right of the screen.
4. For your peak reading you'll see “IMP R02”. A second later, you'll see eight digits, with “kWh” towards the bottom right of the screen.
You'll only need to take the first 7 digits when taking each of these readings (i.e. nothing after the decimal place).

## For a smart gas meter, do the following:
1. Press 9 on the keypad.
2. The word “VOLUME” will show on the screen.
3. Your gas reading, in cubic metres (m3) will appear.
4. Take the first five digits as your reading.


How do I read my Secure smart meter?


## What are they?

Smart meters are the next generation of metering technology. We're only installing the latest generation of smart meters, also known as SMETS2 smart meters. Not only do they save the hassle of giving monthly meter reads, they could save you money!

## Can I have one?

Almost certainly!

[Head to your online account](https://mylondonpower.com/login/?next=/dashboard/new/) - you should see a pop-up to book your smart meter installation, you'll just need to pick a date and time that works for you and we'll sort the rest. If the booking pop-up doesn't show, you should see a pop-up to register your interest in a smart meter. Once you've registered your interest, we'll be in touch when we have appointments available in your area.

Our smart meter installations are handled by Octopus Energy. Their friendly engineers follow careful safety guidance throughout every job: [head to their Covid-19 policy](https://octopus.energy/covid-19-ensuring-safe-smart-meter-installations/).

## Why wouldn't I be able to get a smart meter installed?

Although smart meters will work in most properties, there are a few factors that may mean we can't install one for you just yet:
1. If you live in a flat with a meter in a communal area (i.e not in your own flat)
2. If your home does not have a strong enough signal to connect to the smart meter network (WAN). General rule of thumb is if you have a good mobile signal, you'll have good WAN coverage.
3. If you have a complex meter set up (such as a 3 phase meter)
4. If you have a SMETS1 meter (the first generation of smart meters), it doesn't need to be upgraded to SMETS2. Both are great pieces of tech and we are expecting SMETS1 meters to be upgraded remotely to the SMETS2 systems (with no engineer visit required) this year.

If you're wondering whether this applies to your home, please [get in touch](https://mylondonpower.com/contact-us/) and we'll be able to confirm either way. If you're not a customer of ours yet, just ask your current supplier.


What is a smart meter and can I have one?


We like to make sure your bills are as accurate as possible – so you're only ever getting billed for the energy you're really using. That's why we send email reminders to take meter readings every month, unless you have a smart meter we're able to read automatically.

If you have a smart meter, there are a few reasons we might've still asked for a meter reading:

## 1. You're a new customer of ours.

No matter what type of meter you've got, we do need you to submit your very first reading manually. After that, we can connect to your smart meter remotely to take automatic readings if it's a second generation (SMETS2), or a first generation (SMETS1) Secure meter (i.e. says "Secure" on the front). Here's a [video guide for reading your Secure smart meter](https://www.youtube.com/watch?v=gFeQ_y5LRrM&feature=youtu.be), and a written step-by-step guides for reading your Secure SMETS1 and [SMETS2](https://mylondonpower.com/help-and-faqs/categories/meters/read-my-secure-smart-meter/) meters.

## 2. Your smart meter isn't one we can connect to

If your smart meter is a first generation (SMETS1) that wasn't made by Secure, then we won't be able to link up to it automatically after you switch. The meter will be absolutely fine, but it'll lose it's ‘smart' benefits. It'll behave like a traditional meter, so your in-home display monitor might not work, and you'll need to give us meter readings manually for the time being. Here's [how to take readings from your non-Secure smart meter](https://mylondonpower.com/help-and-faqs/categories/meters/read-my-non-secure-smart-meter/).

[Read more about your smart meter](https://octopus.energy/blog/smart-meters-are-coming/) and the national smart meter roll out here.

## 3. We installed your meter and we're still connecting to it.

It can take a little while to get your new meter linked up to us after it's been installed. Generally, it takes about 14 days to get all your meter details into our systems, and another few days after that to fully connect so that we're able to take readings automatically.

While we're waiting for your meter to connect, you may receive an email asking for a meter reading. You don't need to do anything if you get this email, as your final meter reading from your old meter will have been taken already by our engineer.

If you receive this email, it just means we're still trying to connect to your new smart meter. If you receive it more 14 days after we installed your meter, [just get in touch](https://mylondonpower.com/contact-us/) and we'll investigate.


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


First thing to remember when moving house is that **you won't lose supply**. The existing supplier will keep supplying the property until you tell them otherwise.

If you've just moved in to a property we supply, just email [hello@mylondonpower.com](hello@mylondonpower.com) with a few details:

-   Your name
-   Email address
-   Phone number
-   New home address
-   Move in date
-   Move in meter readings

We'll let you know the plans available and help you decide what's right for you.


What if I've just moved in?


Let us know you're moving house online and whether you want to take us with you to your new property or not. This will help us close your current account, and start switching the supply at your new place if you want too.

Ideally, we'd like to know 17 days before you move, so we can start supplying your new place from the day you move in. But giving less notice or telling us after you've already moved is fine too.


What if I'm moving house?


We want to make everything as straightforward as possible when you're already going through a difficult time. If you need to let us know that one of our customers has passed away, just [get in touch](https://mylondonpower.com/contact-us/) with the following information, and we'll help:

-   **Details of the person who has passed away**: name, full address, and the date they passed.
-   **Meter readings** from as close to the date they passed away as possible. This helps us make sure the final statement for the account is as accurate as it can be, but if you can't get meter readings, it's not a problem - we'll use estimated readings.
-   **Details of the person who's responsible for looking after their affairs**. This is probably the executor of the estate if there's a will, or administrator if there isn't one.

If there was no will and you're not sure who the administrator is, don't worry - just give us any information you can.


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


Phishing emails are commonly used by fraudsters to get personal information such as usernames, passwords and bank details. This can lead to others misusing your information to commit identity theft or apply for credit applications on your behalf. These emails are tricky as they can be designed to look a little like a company you really use. Here's some ways to check whether an Octopus email is a scam one:

-   Check the email address that it has been sent from is genuine — our email addresses end in @mylondonpower.com. (If you're in an ongoing conversation with someone in our team, it might end in @octopus-energy.intercom-mail.com.)
-   Look for poor grammar or spelling
    Be wary of generic greetings at the beginning of the email, or an email that greets your by your email address rather than your name
-   It'll likely ask you to confirm personal details and bank details, or ask you for your password - we'll never ask you to confirm a password in an email, or prompt you to share your password anywhere apart from on our website.

If you think that you've received a scam email pretending to be from us, get in touch to let us know right away (
send any details including a screenshot of the email if you can).

**If you've been a victim of fraud or cybercrime you can call the Action Fraud Helpline on 0300 123 2040, Monday - Friday 8am - 8pm.**

**Alternatively, find out more information from the [National Fraud and Cyber Crime Reporting Centre](https://www.actionfraud.police.uk/).**


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


On a fixed plan, your unit rates and standing charge won't change for the duration of your contract.

-   Your unit rate is the amount you pay for each unit of energy you use (measured in kilowatt hours)
-   Your standing charge is a daily rate, which pays for actually getting the energy from the generators all along the wires and into your home

[Your monthly Direct Debit amount isn't fixed](https://mylondonpower.com/help-and-faqs/categories/all/monthly-payments/). It's our best guess at the amount you should be paying to cover your energy charges, based on how much energy we reckon you'll use. If you're using more or less energy than we thought, and you start building up too much credit or debt, you can edit your Direct Debit from your [online account](https://mylondonpower.com/dashboard/). We'll check in every so often, too, to make sure your monthly payment is about right to cover the cost of the energy you're using.

45 days out from the day your fixed price ends, we'll contact you with your new plan options. Once your current plan is up, we'll automatically switch you to our cheapest similar fixed plan.


What is a fixed plan?


Through our my london tree plan and my london tree plan 24 month, we raise money to fund tree planting activities in London. The tree planting season is from November to March, so we'll start putting our first trees in the ground in winter 2021.

All the trees planted with the money raised through our my london tree plan and my london tree plan 24 month will be in London. We'll update you with exactly where in London these trees are planted once our first trees start going in the ground next winter.


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


All our plans are green and offer 100% renewable electricity. The my london carbon neutral plan is even greener: in addition to 100% renewable electricity, we carbon offset the gas that you use.


Just how green is the my london carbon neutral plan?


No, we do not offer these options. If you are on a pre-payment plan and want to switch to a credit plan, please [contact us](https://mylondonpower.com/contact-us) and we will help you decide if it's right for you.


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


Friendly credit hours are a feature on prepayment electricity meters that let customers keep using electricity, even after you run out of credit (or emergency credit) during evenings, weekends or Bank Holidays.

Our friendly credit hours are:

-   **From 4pm to 10am, Monday to Friday** (these hours are given according to GMT so will be an hour later in the summertime)
-   **All weekend** (so from 4pm Friday afternoon to 10am Monday morning)
-   **All day on Bank Holidays** (Over the Christmas period, our friendly credit will extend from 4pm on December 24th to 10am on December 29th)

**If you run out of credit during these times, your electricity won't shut off**. Instead, the cost of any energy you use will be added onto your meter as debt, and will then be deducted the next time you top-up.

You'll move automatically onto 'friendly credit' if you hit £0 on your meter.

### There are no 'friendly credit' hours industry-wide for prepayment gas meters.

That means your gas meter will still turn off if it reaches £0 at any time. Don't worry, we provide £5 emergency credit so you have time to top up without your gas switching off. In Winter (between November and March), we double it to £10 to give you an extra bit of leeway. [Find out how to activate your emergency credit here](https://mylondonpower.com/help-and-faqs/categories/all/prepayment-emergency-credit).

If your electricity switches off during friendly credit hours, something else might be going wrong – [here's what to do when you've got no gas or electricity](https://octopus.energy/blog/power-cut/).


What are London Power's friendly credit hours for customers with prepayment meters?


Your gas meter has £10 emergency credit (£5 between April and October) and your electricity meter will have £5 emergency credit all year round.

You will be able to use this once the credit on your meter is running close to zero.

Once you are down to the last £1 of your electricity credit, or £2 of your gas credit, you just need to insert your electricity key or gas card to activate the emergency credit.

**Please be aware that the emergency credit will be taken in full next time you top up.**


How much emergency credit am I entitled to?


You need to pay for the energy you use, but if there is debt on your meter which is not yours we will be able to help. Please send the following information to [prepayment@octopus.energy](mailto:prepayment@octopus.energy):

* A picture of **screen 27** on your gas meter
* A picture of the **screen 31/ Owed screen** on your **gas** meter
* A picture of **screen S** on your **electricity** meter
* Proof of the date you moved into the property (eg. a tenancy agreement or contract)


There is debt on my meter that is not mine, can you wipe it?



Firstly, please try and top up your meter using your Octopus key or card.

If there are any error codes on the screen please contact us at [prepayment@octopus.energy](prepayment@octopus.energy) to let us know.

You can also look at our emergency page [octopus.energy/blog/power-cut](https://octopus.energy/blog/power-cut/) for further information on why you may be off supply.


What do I do if I don’t have any gas or electricity?


If you are struggling with the charges on your meter, or topping up, [please contact us](https://mylondonpower.com/contact-us/) and one of our friendly team will see what we can do to help.


I can’t afford to pay off the debt on my meter, what can I do?


We do not support smart prepayment at the minute. Please ask your current supplier to change your smart meter into **credit** mode before switching to us.


Can I still sign up with you if I have a smart prepayment meter?


Our prepayment tariff prices will vary depending on your location. Please email [prepayment@octopus.energy](mailto:prepayment@octopus.energy) to get a quote.


How much is your Prepayment tariff?


If you top up and only some of the credit has gone onto your meter, the rest may have gone to pay off any debt on the meter.

For your electricity, any standing charges and emergency credit debt must be fully paid off after being used.

For your gas, 30% of each top up is guaranteed to go onto your meter as credit. The remaining 70% will be used to clear any outstanding debt on the meter.

You can see if you have any debt on your meter by checking Screens 27 and the ‘Owed’ screen of your gas meter, and the S screen on your electricity meter.


Where has my top up gone?


You will need to take your electricity key or gas card to any Paypoint or Payzone store to top them up:

You can find your nearest Paypoint here: [consumer.paypoint.com](https://consumer.paypoint.com/)
You can find your nearest Payzone here: [payzone.co.uk/consumers](https://www.payzone.co.uk/consumers/)
Please keep the receipt from the top up until the credit has been transferred to the meter. The most you can top up is £49 per transaction.


Where can I top up my meter?


## What is the Core Group 2:

The Broader Group has been replaced in England and Wales with Core Group 2, which has a different eligibility criteria. The eligibility criteria can be found on [https://www.gov.uk/the-warm-home-discount-scheme](https://www.gov.uk/the-warm-home-discount-scheme).

### To Qualify:

-   your energy supplier is part of the scheme
-   your name is on the bill or the account
-   you or your partner were in receipt of a qualifying means-tested benefit or tax credit, as listed below, on the qualifying date
-   you were living in a property identified as having high energy costs

### Core Group 2 recipients are identified:

You must be a low-income household/in receipt of means-tested benefits and living in a 
property with high energy costs.

### Core 2 qualifying means tested benefits:

-   Income related Employment and Support Allowance
-   Income based Jobseeker's Allowance
-   Income Support
-   Housing Benefit
-   Universal Credit
-   Child Tax Credits
-   Working Tax Credits
-   Pension Credit Savings Credit (PCSC)

## High Energy Costs criteria:

Your property must have a high energy cost score, based on the characteristics of your property, which is above a threshold. This applies to the property you were living in, on the qualifying date, 11 August 2024.

The Government models the energy cost score of your property based on government-held data on the characteristics of your property. These property characteristics are: type, age, and floor area. The Government uses data from the Valuation Office Agency to model your property's energy cost score. Other sources and statistical methods are used for the very small proportion of households where this data is not available.

## Key dates

-   **11 August 2024:** This is the qualifying date for a Core Group 1 and Core Group 2 rebate. You must meet the eligibility criteria on this date to be eligible for a rebate. If your benefits claim is backdated to this date or earlier, you may also become eligible for a rebate.

-   **14 October 2024:** The [helpline (on 08000309322)](tel:08000309322) will open for the 2024/25 scheme year and is for Core Group 1 and Core Group 2 customers in England and Wales.
If you are eligible, the energy supplier who supplied your electricity on the qualifying date 11 August 2024 will be responsible for providing the rebate.
Between October and mid-January 2025 letters will be sent to qualifying customers for Core Group 1 and Core Group 2. The letter will confirm that they are eligible for an automatic rebate or advise you to call a [helpline](tel:08000309322) to check if you are eligible.
The deadline for contacting the [helpline](tel:08000309322) is 28 February 2025. If you are advised to call the [helpline](tel:08000309322), it is important that you do so by the deadline, otherwise you will not be eligible for a rebate.

-   **Mid January 2025:** If you have not received a letter by mid-January 2025, but you think you should be eligible for a rebate under Core Group 1 or Core Group 2, please check [gov.uk](https://www.gov.uk/the-warm-home-discount-scheme)  for more information on eligibility and contacting the [helpline](tel:08000309322).

-   **31 March 2025:** The supplier will apply the rebate no later than 31 March 2025. The rebate is paid on the electricity bill. If you receive both electricity and gas from one supplier (known as a 'dual fuel' account), you may be able to request your supplier to provide the rebate on your gas bill. Please contact your energy supplier as the Government [helpline](tel:08000309322) cannot help with payment issues.

## How do I know if I qualify?

Households that qualify for the Warm Home Discount will be sent a letter from HM Government. Letters are due to be sent to qualifying customers between October and mid-January 2025, confirming that they are eligible for the rebate and any next steps.

Your letter will say if you will receive a rebate automatically or if you need to call a [helpline](tel:08000309322) by 28 February 2025 to confirm your details. 

Please note that there is no longer a 'Broader Group' in England and Wales. You no longer need to apply for the Warm Home Discount through your energy supplier.

If you are eligible, your electricity supplier will apply the discount to your bill by 31 March 2025.

## I have received a letter advising me to contact the helpline. When should I call up?

While most eligible households will receive their rebate automatically, you may receive a letter between October and mid-January 2025 advising you to contact the [helpline](tel:08000309322) to determine if you are eligible for a rebate. 

## How can I check if I am eligible?

If you have not received a letter by mid-January 2025 but you think you should be eligible, please check [https://www.gov.uk/check-if-youre-eligible-for-warm-home-discount](https://www.gov.uk/check-if-youre-eligible-for-warm-home-discount), which is an online tool for checking your eligibility and information on how to contact the helpline.

If the information you provide suggests you may be eligible for the Warm Home Discount, **you must still contact the WHD Helpline to verify your eligibility**.

## What information will I need when I call the helpline?

If you are advised to call the [helpline](tel:08000309322), your letter will explain what you will need to do and the information you will need to hand.

You will need:

-   Your letter, which will have your reference number

-   Your electricity bill or statement, as you will need to read out the bill payer's name and account number

## I live with my partner who is named on the energy bill, but I am eligible under the criteria. Will we receive the discount?

Under Core Group 1 or Core Group 2, either you or your partner can be in receipt of the relevant benefit or Pension Credit Guarantee Credit, so long as one of you is listed on the electricity bill or account of a participating supplier. Your partner must be registered on your record on DWP's benefit system or you will not be eligible for a rebate.

## If I have not received a letter and I believe I am eligible, what should I do?

We recommend calling the [Warm Home Discount helpline](tel:08000309322). You can contact them on [0800 030 9322](tel:08000309322).

## I am eligible and I've switched to a new supplier; will I still receive the payment?

The rebate will be paid by the energy company who supplied your electricity on 11 August 2024. If you have switched your electricity supply since then, you can contact your old supplier to confirm how they will issue your discount.

## I am eligible and I've moved house, how will I receive the payment?

The rebate will be paid by the energy company who supplied your electricity on the 11 August 2024. If you move house after 11 August 2024, you can contact your old electricity supplier to confirm your new address and arrange payment.

## I am eligible for a rebate, but my supplier has failed. Will I receive a rebate?

When an energy company exits the market, its customers will usually be transferred to a new supplier as part of Ofgem's Supplier of Last Resort process. We would expect your new supplier to provide you with the rebate. For further information, you should check with your new energy supplier.

## When will I get my payment?

If you are confirmed as eligible for a rebate, your energy supplier will apply the discount to your account by 31 March 2025. For any payment issues, please contact your supplier.

## Can my payment be applied to my gas account?

If we supply you for both electricity and gas as a dual fuel account, the WHD credit will be added to your credit energy account.

If you have a gas account with a different energy supplier to your electricity, we will apply the payment to your electricity account.

## I'm on a prepayment meter, how will I be paid?

This may be applied as a credit directly to your meter if you are on Smart Pay As You Go or through energy vouchers to top up your traditional prepay meter.

Vouchers will be sent by letter if this is your preferred method of contact. Or if you have a registered email on your energy account, your vouchers will be emailed directly from Paypoint from [noreply@paypoint.com](mailto:noreply@paypoint.com)


What is the Warm Home Discount?


Don't worry — we can accept an opening meter reading from you from 5 days before your supply start date, up until 5 days after this date. If we don't receive readings within this timeframe, we'll estimate them. This estimate will be based on historical meter readings from your meter so should be fairly accurate.

We'll send you meter reading reminders every month — once you send the readings to us, we'll generate a bill within the next 48 hours for you. But don't worry, if you can't send us readings one month, then we'll just ask you again the next.


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


Although you'll never have to pay twice for the energy you use (any overpayments are always refunded), you could find yourself with two active Direct Debits until your old supplier closes your account.

To avoid this you could cancel your old supplier's Direct Debit. This does mean that any closing credits or debits have to be made another way – by cheque, for example – so it's worth thinking about the impact of the cancellation before deciding to do it.


Should I cancel my old supplier's Direct Debit?


Some suppliers will charge you an exit fee for leaving your contract early but an important note on this — if you apply to leave your old supplier within 49 days of the end of your contract, they are not allowed to charge you any exit fees. You can see a more detailed explanation on the energy regulator [OFGEM's website](https://www.ofgem.gov.uk/press-releases/tougher-rules-fixed-term-energy-deals-come-force-ofgem%E2%80%99s-retail-market-reforms-begin-bite). The bit you need to know is highlighted below:

"Suppliers will be required to notify customers that their current fixed-term is coming to an end between 42 and 49 days before the contract ends.

Between this notification period and the end of the fixed term contract, suppliers will be banned from charging a termination fee should the customer decide to switch."

If you do think you're still liable for an exit fee, then let us know — you can defer your switch to us by up to a month — just drop us a line to [hello@mylondonpower.com](hello@mylondonpower.com)


Will I be charged cancellation fees?


No need! We'll liaise directly with your old supplier to let them know about your switch.

In a few weeks' time, we'll ask you for meter readings. We'll use these to agree on an exact point at which we'll start billing you for your energy, and your old supplier will stop (so you're never paying for the same energy twice).

Your old supplier will then send out your final bill to close your account (or let you have any credit back) — sometimes this process can take up to 6 weeks.

The one thing we can't do is cancel your old Direct Debit — that's between your bank and your old supplier — but we do recommend you organise this as soon as you've settled up your final bill with them to make sure no further payments are taken.


Do I need to contact my current supplier?


If you’re in credit, your old supplier will transfer the credit directly to your bank account once you’ve received your final bill.

If you’re in debit, you need to clear it as soon as possible, otherwise they might object to your transfer (which can cause severe delays to your move). If you’re having trouble paying, you can ask for a payment plan, which will still allow you to switch.


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


When you switch to us, we ask for an opening meter reading to send to your old supplier so they can close your account and issue a final bill. On the way over, your reading goes through a series of third–party checks to ensure your old supplier agrees with it.

Sometimes, your old supplier might tell you we haven't sent them the reading. This is normally because the readings are still being checked, or your old supplier has yet to agree them (often unknown to call centre staff).

Since your old supplier is responsible for releasing your final bill, we can't say for certain when you'll get it, but from our experience it usually happens in four to six weeks.


When will I recieve a final bill from my old supplier


We've worked hard to make the switching process as quick and painless as it can be. We will usually switch you over within 3 days of you signing up and we're covered by the [Energy Switch Guarantee](https://octopus.energy/blog/what-energy-switch-guarantee-means-you/).


How long will my switch take?


We take this first payment to make sure your account opens in credit. It acts as a bit of a buffer so that if you're using more energy than we expect, your account won't fall into debt early on, keeping your monthly expenses stable.


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


**We'll send someone to collect a reading from your meters if you're unable to take your own meter readings, or you haven't given us one in several months.**

The people who'll come round to collect your readings are from two independent meter engineers called [TMA](http://www.tma.co.uk/) and [Lowri Beck](https://www.lowribeck.co.uk/). These meter readers will be wearing branded uniforms featuring one of these logos:

![TMA logo =250](https://octopus.energy/static/common/img/icons/logos/tma.c5d400889846.png)
![Lowri Beck logo =300](https://octopus.energy/static/common/img/icons/logos/lowri-beck.8ef5e10fe6f1.png)

We only send meter readers around because it's really important to keep your energy account in good health - ensuring you're not overpaying for your energy, or underpaying and building up a surprise debt. The best way you can make sure you're paying the right monthly amount to cover your energy bill is to take regular meter readings.

We remind you each month about readings, but if you haven't given us any for a while - and we mean, a while - we might send a meter reader around to take them. We need, at the very least, one valid meter reading every year.


Do you send meter readers around?


Because we believe in simplicity and fairness.

We keep things simple by doing everything online and by Direct Debit, which allows us to pass on savings to you that we build into all our tariffs.

We keep things fair by giving our best prices to everyone, not just dual fuel customers. We don’t think it’s right to penalise single fuel households, or to force customers to take both gas and electricity from us for the best price.


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


It's common for your old supplier to offer a better deal to try and stop you from switching. Before accepting, ensure it's as good as they say by asking the following questions:

## 1. What are the unit rates and standing charge?

Check your old supplier's unit rates and standing charge are cheaper than ours, as some suppliers may reduce your monthly Direct Debit without reducing the actual price of your energy. This could result in you building up a substantial debit with them.

Your old supplier might also divert your attention from unit rates to the standing charge, especially if theirs is cheaper than ours. But please bear in mind that standing charges have a much smaller impact on your energy cost than the unit rates.

## 2. Can I have full tariff information, including the annual usage estimate?
Not only will this show unit rates and standing charge, but you'll be able to see what annual usage estimate they've calculated savings on.

We use the estimate you gave us, or Ofgem's Low, Medium, High values (as indicated by you). Your old supplier's usage estimate might be different, meaning your payments might not be enough for your usage.

## 3. What tariff will I default to once the cheap deal ends?
Many suppliers will move you to an expensive plan once a cheap one ends, in the hope you'll forget to switch. This might be alright if you‘re a regular switcher, but if you're after long-term value you're better off sticking with us.


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


We can connect to any SMETS2 smart meter and some SMETS1 smart meters (such as those made by the brand Secure™). We will automatically try to connect after you've switched but may still ask you to send your first set of meter readings manually.

If we are unable to connect to your SMETS1 meter, it will become "dumb" and work like a normal meter so you'll need to give us manual meter readings. Across the industry, SMETS1 meters are in the process of being upgraded to stay smart when you switch supplier. We will be in contact to let you know when we're making your meter smart again.


What happens if I have a smart meter?


Yes. None of our plans have exit fees so you can switch between them without any penalty.


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


The Warm Home Discount Scheme changed in 2022. There are two separate Warm Home Discount (WHD) schemes: one for England and Wales, and a separate scheme for Scotland. [You can find more information about the Warm Home Discount and how it works here.](https://mylondonpower.com/help-and-faqs/categories/bills-and-payments/about-warm-home-discount/).


What if my top up didn’t work or I have lost my key or card?

What can we help you with?