Welcome Robin Hood Energy customers

Will I lose my gas or electricity supply when Robin Hood closes if I don’t do anything?

No, we’ll make sure your energy supply continues as normal without any interruptions throughout the whole process – even if you don’t do anything.

I’m a Pay-As-You-Go customer. What does the change to British Gas mean for me?

If you’re a PAYG customer with a smart meter, please read our smart PAYG FAQs and if you have a conventional PAYG meter, please read our conventional PAYG FAQs.

Do I need to cancel my Direct Debit with Robin Hood Energy and set up a new one with British Gas?

Please do not cancel your Direct Debit with Robin Hood Energy - if you do, it may cause problems with the switch and means that any money left on your account will take longer to reach you. We’ll work with Robin Hood to transfer your Direct Debit over to us when we switch you to British Gas – you don’t have to do anything. We’ll also transfer any credit you have left over on your account.

If you’re a single-fuel customer, your payment date and amount will stay the same, but your Direct Debits will start appearing as British Gas Trading LTD. If you’re a duel-fuel customer, your payment date and total payment amount will stay the same, but your payments will be split into two (one for gas, one for electricity) – so you’ll start seeing two payments to British Gas each month, even though you’ll be paying the same as before.

Please note: Due to the timing of your supply start date, it’s possible that we’ll miss your first monthly Direct Debit payment date. If that happens, we’ll wait and take the payment the next month.

You’ll get a formal notice about the transfer of your Direct Debit from Robin Hood Energy to British Gas through the post that confirms all the details. If you’ve already cancelled your Direct Debit, you’ll default to paying higher cash/cheque prices when your switch to British Gas happens. So if you want to reinstate your Direct Debit, please call 0333 202 9878* and we’ll set another one up for you. Lines are open Monday to Friday 9am to 5pm.

* We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

Why is my tariff you promised me initially, different to my welcome letter/mail tariff?

You may have noticed a different tariff name on your welcome email/letter compared to the initial email/letter we sent you.
That’s because we had a data issue. This has been now been fixed and it won’t happen again.

We’ll put you on the tariff we promised you, when you consented to join us. Shortly, we’ll send you an updated letter/email with the correct tariff details, for your records.

We’ll also make sure you won’t be charged extra and your first bill will be checked and backdated to your switch date. You don’t need to do anything.

We’re sorry for any inconvenience caused.

Will I stay on the same tariff?

No, we’ll either match or beat the deal you’re on right now – including the standing charge and unit rate. Your tariff end date may be longer, but with no exit fees, you have nothing to lose by switching over to British Gas.

Why is my tariff end date with British Gas longer than the one I had with Robin Hood Energy?

Some customers will find their tariff end date is longer than the one they had with Robin Hood. This just means you benefit from the special price we’re offering you for longer. In fact, you’re free to switch to another supplier without exit fees at any time before your tariff end date.

I’m on a variable tariff with Robin Hood Energy. Can I get a variable price tariff with British Gas too?

The tariff we’re offering you matches or beats the tariff you have with your existing supplier – but since there are no exit fees, you can switch to another tariff with British Gas or another supplier at any time.

I don’t want to join British Gas - what do I do?

We’re sorry you don’t want to try as there are no exit fees, but we understand. You need to organise a switch to a new supplier as soon as possible otherwise you’ll be switched to British Gas after 30 days of receiving your email or letter. This is so you don’t get left without gas or electricity once Robin Hood Energy closes.

If you ask a new supplier to take over your energy once the switch to British Gas is already underway, they may not be able to process the switch. If that happens, you’ll have to ask your new supplier to try again in a few days. Meanwhile, you’ll still have to pay for the energy we supply you with while you’re with British Gas – even if it’s just for a few days.

I’ve already started my switch to another supplier – will the switch still go ahead?

If you started your switch away from your current supplier before 30th September it should go ahead as normal and you’re likely to hear from your new supplier soon. If you switched after this date, please call us. If you're a credit customer (i.e you get a regular bill for your energy), please call us on 0333 282 9878*. If you're a Pay As You Go customer please call 0333 009 5777*. Lines are open Monday to Friday 9am to 5pm.

* We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

I clicked to Join British Gas but I’ve changed my mind – what shall I do?

No matter what you decide, you have the right to cancel at any time after we have taken over your supply and before the end of your fixed term and we will not charge you an exit fee. Please note that this right to cancel incorporates the standard 14 day cool off period.

Although you’re free to switch at any time, if you choose to do so during your transition from Robin Hood Energy to British Gas, there may be a short period where switching may not work. You’ll still be able to switch to your chosen supplier after the switch to British Gas has taken place.
If your supply has transferred to us by the time you decide to switch, you will have to pay us for any energy we supply you with (on the prices we set out in your letter/email) until you switch to another supplier.

You do not need to contact us or complete and return a form to exercise your right to cancel. All you need to do is switch to a new supplier and they will contact us to take over your supply. If you do use our online cancellation form to cancel your contract, please be aware you still need to contact a new supplier if you want to switch.

I’m not a Robin Hood Energy customer - why have you written to me?

Robin Hood Energy also provided energy to the customers of several other suppliers via a white label relationship. All customers from the companies listed below will also move across to British Gas when Robin Hood Energy closes for business. You should have received a letter or email from your supplier to let you know about the change.

Angelic Energy – https://www.angelicenergy.co.uk
Beam Energy – https://www.beamenergy.co.uk
CitizEn Energy – https://www.citizenenergyuk.co.uk
Ebico – https://ebico-energy.org.uk
Fosse Energy – https://www.fosseenergy.co.uk
Great North Energy – https://www.greatnorthenergy.co.uk
The Leccy – http://theleccy.co.uk
RAM Energy – https://www.ramenergy.co.uk
Southend Energy – https://www.southendenergy.co.uk
White Rose Energy – http://www.whiteroseenergy.co.uk
Your Energy Sussex – https://www.yourenergysussex.org.uk

What happens to the credit or debit I had with Robin Hood Energy?

If you had credit on your Robin Hood Energy account and pay by Direct Debit, Cash or Cheque your credit will be transferred to your new British Gas account. We just need a few weeks to sort it out, so don't worry if you don't see it right away. If you owe any money to Robin Hood Energy, we'll transfer the debt to your new British Gas account - this means you'll owe the money to British Gas rather than Robin Hood.

Unfortunately, if you're a pay-as-you-go customer, you'll need to use up your credit before your switch date because we can’t transfer it over to your British Gas account due to technical reasons. We recommend topping up your meter by small amounts in the run up to your switch date, so you don’t end up out of pocket.

Will my smart meter still work when I switch to British Gas?

Your smart meter will still give you energy, but unfortunately you won't get the benefits of its smart functionality. This means once the switch happens, you’ll have to start giving us meter readings. And unfortunately, you’ll find your in-home display will stop working temporarily. The Government are rolling out a programme which means we’ll be able to get your Robin Hood Energy meters working properly again in the next 12 months or so – so please don’t throw your in-home display away.

We’ll get in touch with you when we can confirm a date when this will happen. You'll still be able to see what energy you use online or on our app, but it won't be in near real time as before. Please note: This isn’t an issue specific to British Gas – it would happen regardless of whether you switch to British Gas or any other energy provider. If you’re a smart Pay As You Go customer click here to find out more information.

I've just moved into a home that’s already supplied by Robin Hood Energy, what should I do?

If you’ve moved into a property that’s already supplied by Robin Hood Energy please contact them directly.

I'm on the Priority Services Register with Robin Hood Energy. Will I stay on it when I switch to British Gas?

If you were on the Priority Services Register with Robin Hood Energy, we’ll add you to ours automatically. You can find out more information about the services we offer Priority Services on our website.

Can I still get my Warm Home Discount through British Gas?

Yes, we offer the Warm Home Discount to all eligible customers. In fact, even if you weren’t eligible for the discount with Robin Hood Energy, you may be able to get it through British Gas as our eligibility criteria is much wider. Once you’re switched over to British Gas, you can apply for the Warm Home Discount on our website. As with all other energy providers, you need to apply for the Warm Home Discount every year.

If you are eligible for the Warm Home Discount 2020 with Robin Hood Energy, we’ve agreed to pay this on their behalf. For customers who’ve consented to join British Gas, you will hear from us shortly.

Will my customer account number change?

Yes, you’ll get a brand new customer account number when you join British Gas. You’ll find it at the top righthand corner of any letters or emails we send you.

I have a new meter installation appointment booked with Robin Hood. Will this still happen?

If it’s an emergency and you need a new meter, they should still be able to help you. Please contact Robin Hood directly.

I am a Feed In Tariff (FIT)customer what do I do?

You should receive an email from us shortly if you haven’t already. You’ll need to download the form included within the email, fill in a few details and send it back to us. If you can’t find the email, you can find the form here.

Will I get green electricity with British Gas?

Your new British Gas tariff will match all the electricity you use with 100% renewable electricity. That means however much you use, we'll feed the same amount from renewable sources into the National Grid.

How do I contact you?

If you’re a credit customer (i.e. you get a regular bill for your energy) please call us on 0333 202 9878* Monday to Friday, 9am to 5pm.

If you’re a Pay-As-You-Go customer please call 0333 009 5777* Monday to Friday, 9am to 5pm.

* We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

I've already complained to Robin Hood Energy. What will happen with that complaint?

If you have an open complaint with Robin Hood, they’ll be in touch with you before we take over your energy supply. We can’t help you with any outstanding complaints you’ve raised during your time as a Robin Hood customer. If you’ve already escalated your complaint to the Ombudsman or Citizens Advice, they’ll also be in touch in due course.

What is your complaint handling process?

Information on complaint handling is referred to in our leaflet ‘We’re Listening’ which can be found here. Unfortunately we can’t help you with any complaints you’ve raised during your time as a Robin Hood Energy customer.

What do I do if there’s an emergency with my gas or electricity supply?

The National Gas Emergency Service helpline number is 0800 111 999 (available 24 hours, 7 days a week). If you think you have a gas leak, or you’re worried that carbon monoxide fumes are escaping from one of your appliances, call the helpline straight away and they will help you get it sorted.

If you have a power cut or electrical emergency, please call the National Power Cut helpline 105 (available 24 hours, 7 days a week). I’ve lost my email from you so I can’t click the ‘I agree’ button you’re talking about? If you can’t find the email we sent you to confirm that you want to switch over to British Gas, don’t worry. Give us a call on 0333 202 9878* Monday to Friday, 9am to 5pm.

* We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

Where can I see your energy supply terms and conditions and codes of conduct?

You can find our general energy supply terms and conditions here. To see the tariff terms and conditions specific to your tariff, please click here. Enter your postcode, payment type and select the name of your tariff from the drop-down box.

You can also find our Codes of Conduct at britishgas.co.uk/info.

Where can I find details of after sales services, guarantees or other costs?

You can find all of this information in our supply terms and conditions here.