British Gas welcomes customers of Breeze Energy

Sit back, relax and let us power your world.

When your previous energy supplier Breeze Energy stopped trading, our industry regulator, Ofgem, asked us to take over your energy supply. Please don't worry, your services will continue as normal and there won't be any interruption to your energy supply.

What happens next?

We'll send out your Welcome Pack with everything you need to know. Meanwhile, if you have any questions, please take a look at the FAQs below. Please take a meter read if you are able to, as we’ll ask for one once we set up your account. 

Frequently asked questions

Why has British Gas started supplying my energy?

When your previous supplier stopped trading, the regulator Ofgem ran a competitive process and decided that appointing British Gas as your supplier was the best deal for consumers.

Will I lose my gas or electricity supply?

No, your energy supply will continue uninterrupted through the transfer process. You won't notice a thing.

Do I need to transfer my Direct Debit to British Gas?

Unfortunately Breeze Energy has not been able to pass your Direct Debit details on to us. Once we have set up your account, you'll receive a welcome email or letter with instructions on how to set up a Direct Debit through your online account or over the phone. We recommend setting up the Direct Debit as soon as your account has been set up as that means we can apply a Direct Debit discount to your tariff.

Remember, if you switch from paying by cash or cheque to Direct Debit the cost of your energy per kWh will go down. Direct Debit is always the cheapest way to pay.

Will I stay on the same tariff?

No, we've moved you onto our competitively priced 'Cap Tracker Plus Sep 2021' tariff - this tariff has no exit fees. But if you decide it's not right for you, you can switch as soon as we've fully set up your account. Take a look at our wide range of tariffs at britishgas.co.uk/tariffs.

I was getting 100% renewable electricity, will I still get the same with British Gas?

The tariff we're placing you on matches the electricity you buy from us on this tariff with 100% renewable energy. So however much you use, we'll feed the same amount into the National Grid - from renewable sources. We also reduce your carbon footprint by supporting carbon emission reduction projects in the developing world. To find out more, visit britishgas.co.uk/about-us/green-tariffs.html

I switched away from Breeze Energy to another supplier before they ceased trading, why have you contacted me?

Breeze Energy provided us a list of active customers that they supplied gas/electricity too. We're aware this list might not be fully up to date. If you changed energy supplier before the 22 December 2019, we may still try to transfer your supply to us. We’re sorry if this impacts you. Both British Gas and your new supplier can stop this transfer. You can also change energy supplier without incurring any exit fees.

I'm in the process of changing energy supplier, my new account hasn't yet been set up. Why are you contacting me?

If on the 22 December 2019, you were in the process of changing energy supplier, we will not try to transfer you to British Gas. You can disregard any future contact from us.

What do I do if there is an emergency with my gas supply?

Our gas emergency number is 0800 111 999. Call free if you think you have a gas leak, or you're worried that fumes escaping from a gas appliance contain carbon monoxide.

What do I do if there is an emergency with my electricity supply?

Our electricity emergency number is 105. Call if you have an electrical emergency or a power outage. You'll be put through to your local electricity network operator who can help. It's free from most landlines and mobiles in England, Scotland and Wales.

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

At British Gas, we make sure we look after all our customers. If you were on the Priority Services Register with Breeze, we will add you to our Priority Services Register. If you need extra help, let us know at britishgas.co.uk/Priority-Service-Register You can also call us free on 0800 0728625.

Can I leave without paying any exit fees?

Yes, you can switch to a new tariff or a new supplier. You won't pay any exit fees. Our advice is to wait until your account is set up before switching. If you're moving to a new supplier, let them know you're switching from British Gas and they should sort everything out for you.

Can I move to another supplier before the transfer to British Gas?

Ofgem's advice is to complete your transfer to British Gas first, before you think about switching to another supplier. We'll let you know as soon as we’ve finished transferring you over.

While you wait, why not check out our Rewards programme? You could get some great discounts at your favourite restaurants and on family days out. We'll treat you to movie nights and free energy days too. It's just one of the reasons why so many people choose to stay with British Gas.

I've just moved, what should I do?

When your account has been set up, please contact us and let us know your old and your new address. You can do it all online at britishgas.co.uk/movehome. Any problems, use the blue Chat button to connect with one of our friendly advisers.

I started switching to another supplier, then I found out my previous supplier has stopped trading. Will my transfer still go ahead?

Yes, your transfer should go ahead as normal and you'll hear from your new supplier. If not, you can start your switch again as soon as your account is fully set up and you won't pay any exit fees.

I have a smart meter appointment booked with my previous supplier. Will this still happen?

No, your old supplier won’t be able to fit your smart meter. But you can still take control of your energy with a smart meter from British Gas. Visit britishgas.co.uk/smartmeter to get started.

What happens to the credit I had with my previous supplier?

Don't worry, domestic customer credit balances are protected by Ofgem regulations. So any valid credit balances will be honoured. We'll be in touch to tell you when the credit has been transferred to your new British Gas account.

What happens if I had outstanding payments or debt with my previous supplier?

We're working with the administrator to find out how this process will work. We'll be in touch as soon as we know.

Need help understanding our services?

If you need help understanding our services, you can find out more in our codes of practice. You can find them online at britishgas.co.uk/about-us/useful-information.html.

How do I contact you?

The easiest way to get in touch is to visit britishgas.co.uk and click on the blue 'Chat' button in the bottom right hand corner of the page to start a live chat with one of our friendly customer service advisers. Live chat is available 7am to 10pm, Monday to Friday, and 8am to 6pm, Saturday and Sunday. Or you can call us on 03332029753 Monday to Friday, 9am to 5pm.

How do I make a complaint?

We're sorry you're unhappy. Visit our complaints page at britishgas.co.uk/complaints and we'll try to get everything sorted out for you.

I've already complained to my previous supplier. Can you sort it out for me?

If you have a complaint, we may be able to help you. Visit our complaints page at britishgas.co.uk/complaints and we'll show you all your options.

Already escalated your complaint to the Ombudsman Services or Citizens Advice?

They will contact you to explain what happens next. If you don't hear from them, visit britishgas.co.uk/complaints and we'll see what we can do to help.

Are your gas appliances safe?

We want all our customers to stay safe. Carbon monoxide leaks can happen if you have a faulty boiler, fire or other gas appliance. It's best to get them checked regularly and fit carbon monoxide detectors in your home. For more information visit britishgas.co.uk/coalarm.

If you have any kind of gas emergency, call the National Gas Emergency Services right away on 0800 111 999. They’re available 24 hours a day, and they'll tell you exactly what to do to stay safe.

Why does the Personal Projection in my contract pack say I use £400 gas and £400 electricity a year – that doesn’t seem right.

These figures are not based on your past energy consumption with Breeze and we will not be using them to work out your bills. They shouldn’t have been included. We apologise for any confusion this may have caused.

Please rest assured that your energy bills and statements will be based on the amount of energy you use at home. Remember, the best way to ensure you only pay for the energy you use is to give us regular meter readings or better still, ask us about how you can get smart meters fitted in your home for free.

Sources

  1. Emergency - britishgas.co.uk/help-and-support/emergencies