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Peterborough Energy Guides

Agent access and training

About this guide

 

This guide explains what happens if one of our agents comes out to your home, and how you can feel relaxed and secure 

about letting them in.

 

What it covers

1. What is a Peterborough Energy ‘agent’?

2. How to know an agent is genuine

3. If we need to make an appointment with you

4. What to do in an emergency

5. If an agent visits you without an appointment

6. If you are worried about anything to do with Peterborough Energy or your energy supply

7. Your own password

8. Recruiting and training our agents

9. If you have a complaint

10. Useful addresses

11. Get in touch

 

Extra help

There is lots of extra information on the back page and all our contact details if you want to get in touch.

 

What is a Peterborough Energy ‘agent’?

Sometimes we need to come to your home to do things like read your gas or electricity meter, check on a fault you have 

told us about, or replace an old meter.

The people we send round are our ‘agents’. We use two companies, Lowri Beck and Siemens, who we trust to do these 

kinds of jobs for us. Our partner OVO arranges for our ‘agents’ to go out to properties so they will also be acting on behalf 

of OVO.

 

How to know an agent is genuine

 

Our agents will always introduce themselves and tell you exactly why they are visiting you.

They will be wearing a Lowri Beck or Siemens uniform, and come in a company car or van with the blue and yellow Lowri 

Beck logo, or the Siemens logo.

 

We take your safety very seriously, so if one of our agents visits you, it’s always a good idea to:

• Ask which company they are from

• Ask for official proof of their identity

• Ask for their name and ID number • Call us on 0800 408 6706 to check their details

 

Our agents will always have Lowri Beck or Siemens identity cards, which they will show you ­ you shouldn’t even need to 

ask.

 

Their card shows:

• A Lowri Beck or Siemens logo

• A colour photo of them

• Their name and signature

• Their reference number • The card’s expiry date

 

It’s always worth asking to see the agent’s ID card, and checking it carefully before you let them in.

 

Lowri Beck and Siemens keep a close eye on all the ID cards they give out, to make sure only agents working there right 

now have them, that they are kept up to date, and that they are given back and checked when an agent leaves.

 

How we make an appointment with you

If one of our agents needs to come in to your home or garden to do work or check something, we will be in touch to fix a 

date on a normal week day.

We will set a day that works for you and then give you a half­day slot — either 8am to 1pm or 1pm to 6pm. Or we can give 

you a two hour slot instead (that costs £12).

How long we will be with you depends on where you live and the kind of work or checks we are doing. If there is a charge 

for any of the work, the cost will also depend on how long it takes and where you live.

If our agent doesn’t manage to get everything done in the time we have agreed with you, you can claim compensation of

£22 as part of our Guaranteed Standards of Service (GSOS).

 

What to do in an emergency

We will always do our best to phone, email or write to you if one of our agents needs to work inside your home. But if 

there is an emergency we might not have a chance to tell you before they come. If that ever happens, our agent will tell 

you exactly what is going on and what needs to be done as soon as they arrive.

 

If an agent visits you without an appointment

Every now and then one of our agents might come out to you without letting you know first — normally for something like 

reading your meter.

Even if you give us your readings regularly, we will still send a trained meter reader to take them at least once every two 

years, just to make sure your meters are safe and working properly.

It might also be a Revenue Protection Service (RPS) agent. They have to look into things if we are told that someone could 

have tampered with a meter or tried to steal electricity or gas.

 

If you are worried about anything to do with Peterborough Energy or your energy supply

If you are not sure about someone who says they are a Peterborough Energy agent, don’t let them in. Call our friendly team on 0800 408 6706 to check they are genuine and ask why they are visiting you.

If you have any other worries about EPeterborough Energy or your energy supply, let us know.

 

Your own password

If you are worried about forged cards, or not being able to read the small print on an identity card, you can set up a 

personal password. It can be any six letters or numbers, or a mix of both, and our agents will have to use it every time they 

visit you.

We will keep your password totally secure, and only give it to the agent who is coming out to you (and a couple of the team 

here so they can look after your account).

Whenever our agents visit you, ask them to tell you the password before you let them in. If they don’t give the right one, 

don’t let them in, and call us straight away on 0800 408 6706.

To set a password or change one you have already set, just give us a call.

 

Recruiting and training our agents

Our agents are recruited and employed by Lowri Beck and Siemens, but we make sure they are carefully chosen and 

trained, so they do the very best job for you.

All our meter readers are vetted and checked with the CRB (Criminal Records Bureau). After they have done their training 

course, they spend some time working as a ‘buddy’ to a senior installer before they start doing any work on their own.

 

All our agents are trained to:

• Explain everything about any work they are doing at your home

• Warn you in advance if we have to switch off your gas or electricity for a while, so you can sort things out in plenty of time

• Pay attention to the way you would like to do things and any worries you have

• Treat your home and possessions with care and respect • Use your password if you have set one up

• Show you where to get answers to any questions they can’t answer • Work in the ways we have covered in this Code of Practice

All our agents go through regular checks and retraining to make sure they are up to date with the way we do things and 

will always do a great job for you.

 

If you have a complaint

If we have done something wrong, we will try to sort things out the very first time you get in touch. So we can put things 

right (and stop it happening again), tell us what has gone on, and we will look into it straight away.

 

You can:

email us: hello@peterboroughenergy.co.uk

Call us: 0800 408 6706 (pay monthly) or 0800 408 6710 (PAYG)

Write us a letter: Peterborough Energy

c/o OVO Energy 

1 Rivergate

Temple 

Quay Bristol

BS1 6ED

 

We will get back to you in 5 working days, if not sooner.

The way we handle complaints is governed by The Gas and Electricity (Consumer Complaints Handling Standards) 

Regulations 2008 (you can see them at www.OPSI.gov.uk).

In line with the OFGEM Complaint Handling Standards, every year we publish the number of complaints we have had that 

we couldn’t sort out by the end of the following working day.

 

Useful addresses

Age UK

Website: http://www.ageuk.org.uk

Telephone: 0800 1696565

 

Royal National Institute for the Blind (RNIB)

Website: http://www.rnib.org.uk

Email: helpline@rnib.org.uk 

Telephone: 0303 123 9999

Address:   105 Judd Street, London, WC1H 9NE

 

Citizens Advice

To get contact details for your nearest Citizens Advice Bureau (CAB), go to http://www.citizensadvice.org.uk or try directory 

enquiries.

Or, if you want to try the Citizens Advice Consumer Helpline: 

Website:  http://www.adviceguide.org.uk

Telephone: 03454 04 05 06

Textphone: 18001 08454 04 05 05

 

Energy Supply Ombudsman

Website:  http://www.energy­ombudsman.org.uk 

Email:  enquiries@energy­ombudsman.org.uk 

Telephone:      0330 440 1624

Textphone:      0330 440 1600

Address:   Po Box 966, Warrington, WA4 9DF

 

Royal National Institute for the Deaf (RNID)

Website:   http://www.rnid.org.uk 

Email: informationline@rnid.org.uk

Telephone:      0808 808 0123 (freephone)

Textphone:      0808 808 9000 (freephone)

SMS:        07800 000360

Address:   19­23 Featherstone Street, London EC1Y 8SL

 

Need some extra help?

Energy can be a bit complicated, so we have put together some guides to help you:

• Energy efficiency.

• Pay As You Go meters.

• Free gas safety checks.

• Payment difficulties.

Find them online at http://www.peterboroughenergy.co.uk 

If you would like any of these in large print, Braille or in any other language, let us know.

 

Get in touch

If you have any questions about this Code of Practice, our friendly team is always on hand to help.

email us: hello@peterboroughenergy.co.uk 

Call us: 0800 408 6706

Write us a letter: Peterborough Energy

c/o OVO Energy 

1 Rivergate

Temple 

Quay Bristol

BS1 6ED

And if you want to see our other Codes of Practice, helpful guides and FAQs, go to http://www.peterboroughenergy.co.uk

Read more Read less

Telling us you're not happy

 

If we ever make a mistake or do something wrong, please let us know about it straight away. We will aim to fix it the first 

time we hear from you.

 

Our complaints procedure works like this:

You get in touch

To tell us what has gone wrong, you can call us on 0800 408 6708, email us at hello@peterboroughenergy.co.uk  

or write us a letter. However you want to get in touch, we want to hear from you.

Once we know what’s happened, we’ll do everything we can to put it right within five working days.

 

If you are still not happy

If we can’t fix it straight away, our Complaints team will call you to talk to you in more detail about what is going on, and 

work with you to sort it out. If they can’t get hold of you on the phone they will send you an email or letter within five working 

days.

We will then follow up with you to see if you think the issue has been resolved. If not, you can choose between asking us to 

look into things again and getting our ‘final response’ (sometimes called a deadlock letter). This means we haven’t been 

able to resolve things for you. In it, we’ll recap what has happened and what we have suggested, and give you contact 

details for the Energy Ombudsman.

 

How the Energy Ombudsman can help

The Energy Ombudsman is an independent organisation which you can ask to pick things up for you, for free, once you’ve 

had our final response (or if it’s eight weeks since you complained and we still haven’t fixed things). If they decide that we 

should do something for you, we legally have to do it (but if they think there is something you should do, you don’t have to 

go with their decision).

 

Our complaints process summary

We will aim to sort things out as fast as we can ­ within five working day or, if it’s something a bit more complicated, within 

eight weeks.

1) As part of that, we will do some or all of these:

2) Give you an explanation

3) Do everything we can to put things right

4) Give you compensation (if it’s appropriate)

 

We want you to be happy with what we’ve done. If you are not, or we don’t fix things within eight weeks, you can get in 

touch with the Energy Ombudsman who will take it from there.

Have a look here to see how many customers have complained, what happened next, and how, with our partner OVO, we sorted things out at the end of each quarter and year.

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Meter read disputes

The ins and outs of... 

Meter read disputes

 

Sometimes when we get a customer’s opening or closing meter readings, they are a bit different from what we were 

expecting. If this happens, we investigate the issue.

This process is what the industry calls a meter read dispute. We talk to the previous supplier to work out what the readings 

should be, based on the amount of energy the customer has used in the past.

 

If you think we have used the wrong readings to open or close your account

Give us a call on 0800 408 6706 as soon possible and we will look into it for you.

 

What happens during a read dispute?

This is the process, step by step:

 

Starting a read dispute

1. We will ask you for two meter readings from at least two weeks apart.

2. From those two readings, we will work out how much energy you normally use and what the meter readings we are 

looking into should be. For us to raise a dispute, the difference between the original reading and the new, estimated 

reading has to be more than: • 1200kWh (39 units for imperial, 109 units for metric) for gas. • 250kWh for electricity.

If the difference is less than that, we wouldn’t raise a dispute (it’s the same with all energy suppliers), but if you are out of 

pocket, we will credit your account with the difference using your old supplier’s unit rates.

3. Next, we’ll be in touch to let you know whether we can (or can’t) raise a dispute.

 

Raising a dispute

4. We will send the meter readings you gave us to your previous supplier to show them what we think the opening or 

closing readings should be. (We won’t send you a statement for the energy we’re disputing until everything is sorted out, 

so your balance might not be 100% accurate while this is going on.)

5. Once the other supplier gets our meter readings, they can either agree with them or suggest different ones. If we 

don’t agree with theirs, we will give them a call to decide on your final readings over the phone. The readings will then be 

changed on the central database that all suppliers use.

 

Updating your account

6. Finally, we will update the meter readings on your account, create an up­to­date statement and email you to let 

you know that everything has been put right.

Your previous supplier should also update your account and send you a new statement if it’s needed.

 

How long can a read dispute take?

It can take up to eight weeks for gas and 14 weeks for electricity (it might take a little longer if we don’t have enough —or 

the right — information). And if you are supplied by an Independent Gas Transporter (IGT), it can take up to three months. 

You will know if you are supplied by an IGT because your gas supply number will start with ‘7’.

We know this seems like quite a long time, but we’ll always try and get it sorted for you as fast we can.

 

How can I avoid a read dispute?

The best thing to do is give us your meter readings when you first switch over to us (any time from five days before to five 

days after your switch date). This makes it easier for your old supplier and us to agree your opening and closing readings. 

It’s also a good idea to give us your readings every month, so you know just what you’re using and we can keep your 

statements accurate.

 

If you are not happy with the result of your meter read dispute

Call us on 0800 408 6706 and we will look into it again for you.

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Payment difficulties

About this guide

We want to help you keep your account in good shape. If you are finding it hard to pay your energy bills, let us know 

straight away and we will do our best to help you. If you do fall behind, there are lots of ways to get back on track, so here 

is what happens next.

 

What it covers

1. Finding it hard to make payments

2. Repayment meters

3. The Fuel Direct scheme

4. Disconnecting your energy supply

5. How the debt process works

6. Reconnecting your energy supply

7. Priority Services Register (PSR)

8. Meter faults

9. If you lose your energy supply

10. If you want to change supplier but you still owe us money

11. Moving home

12. If you want to make a complaint

13. Useful addresses

14. Get in touch

 

Finding it hard to make payments

If you are struggling to pay your Peterborough Energy bills, or you are worried that you might be about to, please give us a call as 

soon as possible. We would much rather you spoke to us — we’re here to help. You can reach us on 0800 408 6707.

Our friendly advisers will talk you through your options, based on your circumstances. Then we can work out a payment 

plan together that will help you keep any debt as low as possible.

If your debt keeps on going up we might need to fit a repayment meter at your home.

 

Repayment meters

With a repayment meter in your home you pay for your energy as you use it. It’s a great way to help you budget, clear off 

any debt and make sure you don’t get any big bills. You do have to make sure there is always credit on the meter, though, 

or else it will disconnect itself and you will have to add credit to start getting your energy again.

Of course, we will only fit a repayment meter if it’s safe and the right thing to do. We will talk about how much of your 

payments we will take towards clearing your debt. And if you are going to add credit with cash payments, we will tell you 

where you can do it close to your home.

If we recommend you get a repayment meter fitted and you say no, we might have to disconnect your supply.

 

The Fuel Direct Scheme

If your account is in debt and you get Income Support, Pension Credit, Employment and Support Allowance or

income­based Jobseeker’s Allowance, you can ask your benefits office to pay us directly. This is called Fuel Direct and is 

run by the government’s Department for Work and Pensions (DWP).

Fuel Direct covers what you are spending on energy at the moment and also pays off a bit of your debt every week. It’s a 

fixed amount (£3.65 per week at the moment – set on 12th November 2014). We also agree an amount with the DWP that 

we will take in future to stop your debt getting bigger.

 

Disconnecting your energy supply

We will always try to help you come up with a manageable way to pay for your energy, but if you don’t pay for your energy 

at all, we are legally allowed to cut off your supply. We will do our best to stop this happening.

If we have to pay any charges for disconnecting or reconnecting your supply (like a locksmith’s fees, for example), we will 

add them to your account.

If we do have to disconnect your gas or electricity, we will write to you and call you at every stage, to keep you up to date 

with what’s happening. We will also visit your home before disconnecting your energy, to give you information about 

reconnecting and the ways you can pay. If you still have debt on your account after we have disconnected you, we might 

take legal action to get the money back.

Between October and March we won’t disconnect your energy if you are a pensioner living alone, or if you live with people 

of pensionable age, or aged under 18. We will also do our best not to disconnect your supply during these months if anyone 

in your home is disabled or chronically ill.

If we use a debt collection agency, they will follow these rules, too.

 

How the debt process works

If you are in debt, we will get in touch to ask why you have stopped making your Direct Debit payments. We will explain that 

you must have an active Direct Debit on the account and/or make a payment to clear your debt. If you are finding it hard to 

pay, give our Collections team a call and they will help you work out a payment plan.

 

If you don’t respond, we will take the following steps in this order:

1. Try to collect your debt through our internal processes.

2. If that doesn’t work, we will ask a debt collection agency to take over.

3. If you still don’t respond, they will visit your home to talk about your debt, as a last try to sort things out.

4. The next step if this doesn’t work is to fit a repayment meter at your home. You will need to be at home at the time we 

arrange to fit it — if not, or if you don’t let the fitter in, we will get a court warrant to enter your home to fit it at another date 

or to disconnect your supply. (Legally, we don’t have to tell you this new date, only to let you know the date of the court 

warrant hearing.)

5. When our fitter gets to your property, they will decide whether they can fit a repayment meter or if they will have to 

disconnect your supply instead.

6. If we have to pay any costs to a debt collection agency, or for disconnecting or reconnecting your supply, we will add 

them to your account. This includes things like getting a court warrant, or for a locksmith to enter your home. This will make 

your debt bigger and affect your credit rating.

 

Reconnecting your energy supply

Pay off all your debt (including any charges) and we will reconnect your gas and/or electricity within one working day.

You can also talk to us about setting up a payment plan, or fitting a repayment meter, to pay back your debt over a longer 

period of time. That way, we can get your supply up and running again right away.

 

Priority Services Register

If you are a pensioner, have a disability or are chronically ill, get in touch with us to register on our Priority Services Register 

(PSR). You can see full details of this in our PSR Code of Practice, which you will find on our website, or give us a call and 

chat to one of our friendly team about it.

 

If you lose your energy supply

If you lose your supply, check whether there is any credit on your meter. If your credit has run out and your emergency 

credit hasn’t kicked in, the meter will disconnect itself. Please see our repayment meter guide on our website at www.fair­ 

erpower.co.uk to find out how to reconnect your supply.

If you are having problems paying for your electricity or gas and you find your meter is disconnecting itself all the time, get 

in touch and we can talk through changing your debt repayment level, and help you decide what to do next.

We will come to read your meter and check it’s still working properly once every two years (this is the industry standard). If 

you don’t let us in, we may have to get a warrant to enter your home. If so, you may have to pay extra costs (like the cost of 

getting a warrant, locksmiths’ fees and solicitors’ fees).

If you’ve got a standard meter and you have lost your energy supply, please get in touch with us straight away on 

0800 408 6707.

 

If you want to change supplier but you still owe us money

Normally, you can’t switch energy suppliers if you still owe money to the first supplier. But if you have got a repayment 

meter, you can switch to a new supplier as long as your outstanding debt is less than £200 and your new supplier agrees to 

take over your debt.

Your new supplier may also need to change your meter back to a credit meter.

 

Moving home

If you are moving home, you need to tell us at least two working days before you move (you’ll see this in your Peterborough Energy

plan terms and conditions), and you will need to pay off any debt to us before you move.

If you don’t pay the money you owe us, we may have to pass your details to a Debt Collection Agency. 

We may also have to change the meter back to a credit meter on the day you move out.

 

Debt advice

There are various places where you can get help and advice on debt. We have listed some of them here, and the Citizens 

Advice Bureau will be able to tell you about others.

 

StepChange Debt Charity

www.stepchange.org 

Telephone: 0800 138 

1111

 

Citizens Advice 

www.citizensadvice.org.uk

Telephone: 03454 04 05 06

Textphone: 18001 08454 04 05 05

 

Energy Supply Ombudsman 

www.energy­ombudsman.org.uk

Telephone: 0330 440 1624

Textphone: 0330 440 1600

 

National Debtline 

www.nationaldebtline.co.uk/

Telephone: 0808 808 4000

 

Need some extra help?

Energy can be a bit complicated, so we have put together some guides to help you: • Energy efficiency. • Pay As You Go meters. • Free gas safety checks. • Agent access and training.

If you want to see our other Codes of Practice, helpful guides and FAQs – just head to www.peterboroughenergy.co.uk 

If you would like any of these documents in large print, Braille or in any other language, drop us a line.

 

Get in touch

If you have any questions about this Code of Practice, please call our friendly team, who will be able to help you.

email us: hello@peterboroughenergy.co.uk

Call us: 0800 408 6706

Write us a letter: Peterborough Energy

c/o OVO Energy 

1 Rivergate

Temple 

Quay Bristol

BS1 6ED

Read more Read less

Priority services register

 

About this guide

This booklet explains how we look after our Priority Services Register customers. It tells you how to get in touch if you are 

old enough to get a state pension, or you are chronically ill or have a disability, and talks through what we will do to help 

you.

 

What it covers

1. The Priority Services Register (PSR) and our special needs customers

2. Who can ask to be on the Register

3. Special services for PSR customers

4. If you are blind, partially sighted, deaf or have hearing loss

5. How to complain

6. Useful addresses

 

The Priority Services Register (PSR) and our special needs customers

Our Priority Services Register is a confidential list of customers who would struggle to manage if they lost their gas or 

electricity supply. This helps us understand how we can give everyone just the right service.

Every year we get in touch with all our customers to let them know we have got a Priority Services Register and encourage 

them to tell us if they feel they should be on it.

 

Who can ask to be on the Register?

You can ask to be put on the Register if you are a Peterborough Energy customer and you are one or more of the following: • old enough for a State pension

• disabled

• chronically ill

Whatever you tell us about on the PSR, we will keep it totally confidential. We will only share it with a few members of our 

team who genuinely need to know so they can give you the right service. It also helps us make sure we keep you up to date 

with any information you might need and look after you first if there are any power cuts.

When you sign your PSR application form and give us your details, (either over the telephone or online), it means you have 

agreed to let us share your details with those people.

 

Special services for PSR customers

Once you’re on our PSR you can get some special services, completely free.

 

Your own password

If you are worried about forged identity cards (for people who might visit you), or about not being able to read the small print 

on an identity card, you can set up a personal password. It can be up to ten letters or numbers, or a mix of both, and 

anyone will have to use it if they come out to see you.

When one of our team (or someone from your local electricity distributor or gas transporter) visits you, just ask them to give 

the password before you let them in. If they don’t give the right password, don’t let them in, and call us straight away on 

0800 408 6706.

If you would like to set a password or change one you have already set, give us a call on 0800 408 6706.

 

Ask us to send your post to a friend’s address

As a PSR customer, you can ask us to send all your electricity and gas bills and statements, and any other letters to a 

friend, so they can read or manage them for you.

 

Regular meter readings

We will make sure someone comes to read your meter regularly. Our meter readers work for Lowri Beck and Siemens, two 

companies that we trust to do things like this for us.

You can always give us meter readings online too, to help you keep track of how much energy you are using.

If you can’t read your meter, and there isn’t anyone else living at your home who can help, let us know and we can arrange 

for our meter readers to come out to you every three months. We will give you the readings afterwards so you know how 

much energy you are using, and base your statements on the ones we’ve taken.

 

Moving a prepayment meter

If you’ve got a prepayment meter in your home but it’s hard for you to get to, let us know and we will move it somewhere 

easier for you.

 

Warning you in advance of any power cuts

Sometimes power cuts happen because your local electricity distributor or gas transporter has to do some work. If this 

happens, we will make sure they let you know at least five working days before they start.

That’s one of the reasons it’s important to let us know if you should be on our PSR, because then we can tell them about 

you and make sure they always give you enough warning.

They will get in touch in a way that works for you, depending on the details you gave us when you signed up to the PSR (so 

if you are blind or partially sighted they will phone you).

We will also work with them to try and make sure you never get your supply cut off — but we can’t always guarantee this, 

so if we tell you there might be a power cut, it’s a good idea to make emergency arrangements.

 

If you are blind, partially sighted, deaf or have hearing loss

If you are blind, partially sighted, deaf or have hearing loss, there are a few different ways we can communicate with you. 

If you would like us to use any of them, just fill out our PSR form which you can find on our website www.peterboroughenergy.co.uk

– or get in touch if you are already on the register.

 

Audio

We can give you audio versions of any of our Code of Practice guides.

Text phone or Minicom

If you have got hearing loss and use a text telephone, just let us know so we can get in touch with you that way.

Spoken bills

If you are partially sighted, one of our team can talk you through your statements over the phone.

Large print or Braille statements

You can also ask us to give you your electricity and gas statements in Braille or large print.

 

How to complain

If we have done something wrong, we will try to sort things out the very first time you get in touch. To help us put things 

right (and stop it happening again), tell us what's the matter, and we will look into it straight away.

If you have any questions about this Code of Practice, our friendly team is always on hand to help. 

email us: hello@peterboroughenergy.co.uk

Call us: 0800 408 6706

Write us a letter: Peterborough Energy

c/o OVO Energy 

1 Rivergate

Temple Quay 

Bristol

BS1 6ED

 

We will get back to you within five working days or sooner if possible.

The way we handle our complaints is governed by The Gas and Electricity (Consumer Complaints Handling Standards) 

Regulations 2008 (you can see a copy at www.OPSI.gov.uk).

In line with the OFGEM Complaint Handling Standards, every year we publish the number of complaints we have had that 

we couldn’t sort out by the end of the following working day.

 

Useful addresses

There are lots of places you can get help and advice on debt. We have put some of them here, and the Citizens Advice 

Bureau can tell you about any others.

 

Citizens Advice

To get the contact details for your nearest Citizens Advice Bureau (CAB), just go to http://www.citizensadvice.org.uk or try 

directory enquiries.

Or, try the Citizens Advice Consumer Helpline:

Website: http://www.adviceguide.org.uk 

Telephone: 03454 04 05 06

Textphone: 18001 08454 04 05 05

 

Age UK

Website: http://www.ageuk.org.uk 

Telephone: 0800 1696565

 

Energy Supply Ombudsman

Website:  http://www.energy­ombudsman.org.uk 

Email:  enquiries@energy­ombudsman.org.uk 

Telephone:      0330 440 1624

Textphone: 0330 440 1600

Address:   Po Box 966, Warrington, WA4 9DF

 

Royal National Institute for the Blind (RNIB)

Website: http://www.rnib.org.uk 

Email: helpline@rnib.org.uk 

Telephone: 0303 1239999 

Address: 105 Judd Street, 

London, WC1H 9NE

 

Action on Hearing Loss (the new name for the Royal National Institute for the Deaf)

Website: http://www.actionhearingloss.org.uk 

Email: informationline@rnid.org.uk 

Telephone: 0808 808 0123 (freephone)

Textphone: 0808 808 9000 (freephone)

Fax: 020 7296 8199

SMS:   07800 000360

Address:   19­23 Featherstone Street, London EC1Y 8SL

 

Need some extra help?

Energy can be a bit complicated, so we have put together some guides to help you: • Energy efficiency

• Pay As You Go meters

• Free gas safety checks

• Payment difficulties

• Agent access and training

Find them online at www.peterboroughenergy.co.uk.

If you would like any of these in large print, Braille or any other language, just let us know.

 

Get in touch

If you have any questions about this Code of Practice, please get in touch. 

email us: hello@peterboroughenergy.co.uk

Call us: 0800 408 6706

Write to us:

Peterborough Energy c/o OVO Energy 

1 Rivergate

Temple 

Quay Bristol

BS1 6ED

 

And if you would like to see our other Codes of Practice, helpful guides and FAQs, see our website at www.peterboroughenergy.co.uk

Read more Read less

Reading your meter

The ins and outs of...

Reading your meter

As your energy provider, we like meter readings as they give us the real picture. They are good for you too, as they mean 

we will bill you for the energy you are actually using, not what we think you are using.

If you are switching, it’s best to give us your meter readings five days before or after the date you are due to switch. We will 

still be able to get your account up and running without them, but your bills will be based on estimated readings.

You can give us your meter readings every month too. That way you will know just what you are using and can keep an eye 

on what you are spending.

 

How do I give my opening readings?

Just log into My Account using your nine­digit My Account ID (you can find it at the top of our letters or emails) and 

password. Next click the ‘Meter reading’ button (this will only show when it’s time to give them) and fill in your:

• Name

• Account number

• Your readings (and the date they were taken)

That’s all you need to do — we will do the rest.

If you don’t know your My Account log­in details, just give us a call on 0800 408 6716.

 

What happens after I’ve given my opening readings?

We will double­check them for you and then send a copy to your old supplier so they can send you a final, accurate bill. We 

will do this as quickly as possible, but it can sometimes take between four and six weeks.

 

Do I have to give monthly readings?

You don’t, but it does make your bills more accurate as we will be charging you for what you are using, not what we think 

you are using.

 

When should I give you my monthly readings?

We will need your meter readings one to three days before your statement is due, to give us enough time to make your bill 

accurate. If they are late, your bill will be based on estimated readings.

 

How do I give my monthly readings?

You do it in the same way as giving your opening readings. So log into My Account (http://my.peterboroughenergy.co.uk) using 

your nine­digit My Account ID (you can find it at the top of our letters and emails) and password. Next click the ‘Meter 

reading’ button, then just fill in your details. If you have any problems, give us a call on 0800 408 6706.

 

How do I read my meter?

Meters come in all shapes and sizes and each one is read differently. Here is how to read the different types:

 

Single rate mechanical meter

Read the numbers from left to right, including any zeros (ignore numbers in red and any after the decimal point).

 

Two rate mechanical meter

If your electricity is with Economy 7 or Economy 10, you might see two readings — one is your daytime (normal) reading 

and the other is your night­time (low) reading. Write down the numbers from left to right, including any zeros, making a note 

of which reading is which.

 

Digital meter

Send us all the numbers you see (don’t worry about the decimal points as we won’t need them).

 

Dial meter

Start with the highest numbered dial first (in this example it’ll be 10,000). Then jot down the numbers you see from left to right, including any zeros (ignore any red dials).

Remember to write down the number that the pointer’s just passed (this isn’t always the nearest number to the pointer). So if the pointer is between 4 and 5, you should write down 4 – even if it’s closer to 5.

And if the pointer is sat over the 4 and the next dial (to the right) is  between 9 and 0, you should write down 3 for the dial to the left. In this example the correct meter reading is 56206.

 

Still stuck? Just shout

www.peterboroughenergy.co.uk

hello@peterboroughenergy.co.uk

0800 408 6706

Lines open Monday to Thursday 8am­-8pm, Friday 8am-­6pm and Saturday 9am-5pm

 

Read more Read less

What's a Tariff Information Label?

Tariff Information Labels (or TILs) were introduced by Ofgem in 2014 to make sure you’ve got everything you need to understand the plan you’re on and to allow you to compare prices.
You can find more information on our energy plans and an easy comparison tool by clicking here.


What's a Tariff Comparison Rate?


The TIL also includes a Tariff Comparison Rate (TCR), which helps you compare our prices against other suppliers on a like–for-like basis. It shows a breakdown of what the average medium user spends based on the tariff you’ve chosen. It’s worth noting that this bit is based on estimates and should only be used as a guide.

 

TIL and TCR breakdown


Here's an example of how a TIL looks in a letter:
 

TIL example
The top part shows your tariff information and includes the name and type of your tariff, along with your unit prices, standing charges and any exit fees or discounts that apply.

If you have a variable rate tariff, the ‘tariff ends on’, ‘price guaranteed until’ and ‘exit fees’ sections will show that these don’t apply for you.

 

The bottom section is the TCR. It shows how much a ‘medium user’ spends if they’re on the same tariff as you.

A medium user is defined by Ofgem as a household that uses 3,100 kWh of electricity and 12,500 kWh of gas every year.

You can use the TCR from other suppliers to quickly and easily compare prices.

Read more Read less

Gas Safety Guide

About this guide

This booklet talks you through who can get a free gas safety check (when we inspect the gas appliances and other gas 

fittings in your home to make sure they’re safe to use). It also tells you all about carbon monoxide (CO) poisoning – how to 

spot it and how to avoid it.

 

What it covers

1. Getting a free gas safety check

2. Carbon monoxide poisoning

3. Being safe with gas at home

4. Handy contacts

If you’d like us to send you a copy of this guide in large print, Braille or another language, just let us know.

 

Getting a free gas safety check

Who can get one for free?

Anyone who:

1. Hasn’t had a gas safety check in the last 12 months

2. Is on means­tested benefit

3. Doesn’t live in a rented property (because your landlord should take care of that and check your appliances every year 

under the Health and Safety at Work Act 1974).

And can say yes to one of these:

1. You live with other people and at least one of them is a child under five years old

2. You’re a pensioner, disabled or chronically sick – and you live alone

3. You’re a pensioner, disabled or chronically sick – and live with others who are all disabled, pensioners, chronically 

sick or under 18.

If that’s you, we’ll sort out your free gas safety check with a certified Gas Safe registered engineer (the Gas Safe Register 

replaced CORGI as the gas registration body in Great Britain and the Isle of Man on 1 April 2009). And if they spot 

anything that’s faulty or not safe when they’re there, they’ll disconnect your gas supply before they leave.

If not, you can always arrange your own gas safety check – just make sure you use an engineer who’s on the Gas Safe 

Register.

 

Carbon monoxide poisoning

What’s carbon monoxide (CO) poisoning got to do with gas?

If your gas appliances haven’t been properly installed or looked after, they can produce deadly carbon monoxide. It’s 

created when there’s not enough oxygen in the air to completely burn the fossil fuels (like gas, coal and wood).

Carbon monoxide is an odourless, colourless and poisonous gas that can escape in your home without you knowing. You 

can’t see it, taste it or smell it – but it can kill quickly. It can also cause serious long­term health problems, like brain 

damage. The people most at risk are children, pregnant women and anyone with breathing or heart problems.

It’s very difficult to detect and breathing it in stops oxygen being absorbed by the body, as blood binds carbon monoxide 

200 times more readily than it does oxygen.

 

What are the symptoms of carbon monoxide poisoning?

They’re similar to flu, food poisoning, viral infections and tiredness – so it’s easy to mistake them for something less 

serious.

The main six symptoms are: • Headaches

• Dizziness

• Nausea

• Breathlessness

• Collapse

• Loss of consciousness

You’re most at risk from carbon monoxide poisoning when you’re asleep, as you might not notice the early symptoms.

You should watch out for these tell­tale signs too: • You only get your symptoms when you’re at home

• Your symptoms disappear or get better when you leave home – and come back when you return

• Other people in your home are getting symptoms (including your pets) and they happen at the same sort of time.

If you think you (or someone else) might be affected by carbon monoxide poisoning, you should get out into the open air 

and get medical help straight away.

 

Being safe with gas at home

How can I stop carbon monoxide poisoning at home?

You should do these things: • Get all your appliances checked at least every 12 months by a Gas Safe registered engineer • Keep your ventilation clear in rooms with appliances using gas, solid fuel or oil • Get someone to regularly check your chimneys and flues for blockages

• Install a carbon monoxide alarm with EN 50291 approval (this isn’t a substitute for a gas safety check though).

 

What’s a carbon monoxide alarm?

It looks (and acts) like a smoke alarm. But instead of detecting smoke, it makes a sound when it detects carbon monoxide. 

You can buy one for under £20 at your local DIY store or supermarket – and they’re really easy to fit.

(Don’t buy a ‘black spot’ detector as they only change colour when they pick up carbon monoxide – they won’t make any 

noise, so won’t wake you up when you’re asleep).

Before you buy, always check that yours is officially approved to EN 50291 standard (this replaced the British Standard 

BS7860 in April 2006). It must also have a British or European approval mark on it, like a Kitemark. You should always read 

your alarm’s instructions too so you fit, check and service it the right way.

 

How do I spot a problem with my gas appliance?

You can’t always tell that something’s wrong just by looking at your gas appliance – but you should follow the steps in the 

next question if you spot any of these things: • The outside case is discoloured

• The decoration around your appliance is stained with soot marks or discoloured

• The pilot light goes out a lot and your appliance burns with a yellow or orange flame

• There’s lots of condensation and a strange smell when your appliance is on

• The flue is damaged or broken.

 

What should I do if I think my gas appliance is leaking carbon monoxide?

Do these things straight away:

1. Switch off your appliance and don’t use it again until it’s fixed

2. Shut off your gas supply at the meter control valve (if you know where it is). If gas keeps escaping, call the National Grid 

on their Gas Emergency Freephone Number 0800 111 999 or by textphone on 0800 371787 (they’re open 24 hours a 

day, every day, including Bank Holidays).

3. Open all doors and windows to let fresh air in the room – and don’t sleep in it

4. Go to your GP right away and tell them you think your symptoms could be to do with carbon monoxide poisoning – and 

ask for a blood and/or breath sample

5. Get a Gas Safe registered engineer to fix your appliances.

 

Handy contacts

There are various places where you can get help and advice on debt. We have listed some of them here, and the 

Citizens Advice Bureau will be able to tell you about others.

 

Age UK

www.ageuk.org.uk

Telephone: 0800 1696565

 

Carbon Monoxide Consumer Awareness Alliance (COCAA)

www.becarbonmonoxideaware.com/index.html

Email: info@cocaa.co.uk

Textphone: 18001 03454 04 05 05

 

Citizens Advice 

www.citizensadvice.org.uk

Telephone: 03454 04 05 06

Textphone: 18001 03454 04 05 05

 

Energy Savings Trust 

www.energysavingtrust.org.uk

Telephone: 0800 512 010

 

Energy Supply Ombudsman

www.energy­ombudsman.org.uk

Email: enquiries@energy­ombudsman.org.uk 

Telephone: 01925 530263 / 0330 4401624

Textphone: 0330 4401600

 

Health & Safety Executive (HSE)

www.hse.gov.uk/gas

Email: hse.infoline@connaught.plc.uk 

Telephone: 0800 300363

 

Royal National Institute for the Blind (RNIB)

www.rnib.org.uk

Email: helpline@rnib.org.uk 

Telephone: 0303 1239999

 

Royal National Institute for the Deaf (RNID)

www.rnid.org.uk

Email: informationline@rnid.org.uk 

Telephone: 0808 808 0123 (freephone)

Textphone: 0808 808 9000 (freephone)

 

Need some extra help?

Energy can be a bit complicated, so we have put together some guides to help you: • Energy efficiency. • Pay As You Go meters. • Free gas safety checks. • Agent access and training.

If you want to see our other Codes of Practice, helpful guides and FAQs – just head to www.peterboroughenergy.co.uk. 

If you would like any of these documents in large print, Braille or in any other language, drop us a line.

 

Get in touch

If you have any questions about this Code of Practice, please call our friendly team, who will be able to help you.

email us: hello@peterboroughenergy.co.uk

Call us: 0800 408 6706

Write us a letter: Peterborough Energy

c/o OVO Energy 

1 Rivergate

Temple 

Quay Bristol

BS1 6ED

Read more Read less

PAYG Guides

Peterborough Council have partnered with OVO Energy to bring you Peterborough Energy. To ensure you have access to fair and competitive pre-payment prices we have developed a co-branded offer. Peterborough Energy will manage the tariffs and all customer communications you receive will be branded Peterborough Energy.

 

OVO will carry out the metering requirements and take payments. For this reason, you will occasionally be contacted by OVO directly.

 

To find helpful guides and FAQs visit:

PAYG Guides

 

We’ve signed up to the Ofgem-approved Smart Metering Installation Code of Practice 
(SMICoP). You can find out more online by searching SMICoP in Ovo Answers. 
OVO Answers


For more about the data we collect from your smart meter, visit:

Smart meter data

 

For OVO's guide to energy efficiency visit:

Energy efficiency

Read more Read less

Fuel Mix Disclosure

OVO Energy, our energy supplier is committed to delivering more renewable electricity. 

Right now, OVO is focused on serving our customers rather than generating our own power. Instead we buy from the energy market and from generators themselves across the UK. The fuel mix below reflects both the energy we buy directly and what we buy from the market, which may not always be as green as we would like after the energy companies which own renewables and nuclear have used up their share.*

Overall, we’re doing well – we’ve halved our CO2 emissions over the past three years, and increased the renewables in our energy mix to more than double the national average. 

We use no fuel generated by burning coal, and over half of the electricity we supply is renewable – a huge 53.1%. We’re really proud of this, as it’s clear proof of our commitment to mainstream green.

 

  Greener Energy Electricity supplied by OVO Energy National Average***
       
Source: Department of Energy and Climate Change (DECC)      
       
Coal 0% 0.00% 17.0%
Natural Gas 0% 46.90% 32.3%
Nuclear 0% 0% 23.7%
Renewables 100% 53.10% 24.3%
Other 0% 0.00% 2.5%
Environmental impact      
CO2 g/Kwh 0 183 290
Radioactive g/kWh 0 0.0000 0.0017

 

*Renewable power is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

Source: Department for Business, Energy and Industrial Strategy (BEIS)

Over the past year, our fuel mix included no nuclear power, and no ‘other’ sources – that’s things like dirty diesel generators. Our fuel source besides renewables is natural gas, at 46.9%. 

This is higher than the national average (at 32.3), but we’re fine with that – there’s no dirty coal in the mix for us anymore. 

Our CO2 levels are well below the national average, and we’re responsible for no high-level radioactive waste.

Read more Read less

Local Network Operators

From time to time you may need to contact your Local Network Operator. The three main reasons for this are:

 

  • If you have a power outage
  • If you need your meter board or main fuse moved
  • If you have to upgrade your supply

 

The list of Local Network Operators can be found below:

 

 

Area

Distribution company

General enquiries phone number

Power loss phone number

10

East

UK Power Networks

0845 601 4516

0800 316 3105

11

East Midlands

Western Power Distribution

0845 724 0240

0800 6783 105

12

London

UK Power Networks

0845 601 4516

0800 3163 105

13

Merseyside & North Wales

Scottish Power

0330 1010 444

0800 001 5400

14

West Midlands

Western Power Distribution

0845 724 0240

0800 6783 105

15

North East

Northern Powergrid

0845 070 7172

0800 668 877

16

North West

Electricity North West

0800 195 4141

0800 195 4141

17

North Scotland

Scottish and Southern Energy

0800 048 3515

0800 300 999

18

South Scotland

Scottish Power

0330 1010 444

0800 092 9290

19

South East

UK Power Networks

0845 601 4516

0800 3163 105

20

South

Scottish and Southern Energy

0800 048 3516

0800 072 7282

21

South Wales

Western Power Distribution

0845 601 3341

0800 6783 105

22

South West

Western Power Distribution

0845 601 2989

0800 6783 105

 

23

Yorkshire

Northern Powergrid

0845  070 7172

​0800 375 675

 

24

Independent

Independent Power Networks Ltd

01359 243 311

0800 013 0849

 

25

Independent

ESP Electricity Ltd

01372 377996

0800 731 6945

 

26

Independent

Energetics Electricity Ltd

01698 404949

 

0800 804 8688

 

27

Independent

The Electricity Network Company Ltd

​01359 243311

 

0800 032 6990

 

28

Independent

UK Power Networks (IDNO) Ltd

0845 601 4516

0800 171 2012

Read more Read less

Energy Efficiency

The ins and outs of… Using your energy wisely

Using less energy not only cuts your bills — which is better for you — it also cuts emissions — which is better for the planet.
The best way to use less energy and cut your bills is to make sure your home and all your electrical appliances are working as efficiently as possible.
By insulating your roof and walls, improving your heating system and generally being a bit more careful, you can save around £300 a year. Not to mention cutting your home’s carbon dioxide (CO2) emissions by around 1.5 tonnes.

 

What is in this guide?


There are lots of ideas to help you save energy at home. It covers:

  • Walls, roofs, windows and doors
  • Heating and hot water
  • Washing machines, tumble driers and dishwashers
  • Appliances — from kettles to radios
  • Lighting — from bulbs to bedside lamps
  • Fridges and freezers
  • A round-up of our top energy saving tips
  • Our contact details
  • Handy places to find more information


If you would like us to send you a copy of this guide in large print, Braille or another language, please get in touch.

 

Walls, roofs, windows and doors
 

The facts

Of all the things you can do to save energy, improving your home's insulation will have by far the greatest impact.


If your home isn’t insulated:

  • 26% of heat is lost through the roof.
  • 33% seeps out through the walls.
  • 18% goes out the windows.
  • 11% lets itself out through the door and the floor.
  • 12% blows away due to draughts and essential ventilation.

 


How can I be more energy efficient?

There are some easy, quick fixes:

  • Fitting cavity wall insulation is one of the best ways to keep heat in and save money. It can cut around £115 off your heating bill each year.
  • Get some draught excluders for external doors, windows and letterboxes — this will help to stop warm air escaping. It’s also worth tackling gaps between skirting boards and floorboards.
  • Double-glazing keeps the heat in, and also reduces noise and condensation. If you went round your whole house and replaced old single glazing with Energy Saving Recommended double glazing, you could save around £135 each year.
  • Close your curtains as soon as it starts to get dark, to lock in the heat and make your home feel warm and snug.


Heating and hot water

The facts

The older your boiler, the less efficient it’s likely to be. In fact, if it’s been around 15 years or older, it’s done a great job - but you should definitely think about changing it.
On average, heating and hot water make up around 60% of the average fuel bill and, unless your home is newly built, your heating system is unlikely to be running as efficiently as it could be.

 

How can I be more energy efficient?

Like this:

  • Take up to a quarter off your heating bills by replacing an old G-rated boiler with a lovely, new A-rated condensing boiler and a full set of heating controls.
  • Wrap your hot water tank in an insulating jacket. You’ll find your water stays hot longer, and you’ll waste less energy heating it. And you could save around £35 a year!
  • Hot water pipes lose heat if they are out in the open between the boiler and hot water tank — so if you spot them, insulate them. This could save you around £10 a year on your fuel bills.
  • Turning your heating thermostat down by 1°C can cut up to 10% off your heating costs. For a gas-heated, three-bed semi-detached property, this could save you around £55 a year!
  • In fact, there’s no need to set the thermostat on your hot water tank any higher than 60°C or 140°F.

 

Washing machines, tumble driers and dishwashers

The facts

  • Washing machines, tumble dryers and dishwashers use about £2 billion worth of electricity each year, and produce around eight million tonnes of CO2. That's the same as the CO2 emissions from about 2.5 million cars.
  • The average washing machine is used for 274 cycles a year, a dishwasher for 246 cycles and a tumble dryer 148 times.


How can I be more energy efficient?


Like this:

  • Wash your clothes at a cool 30°C. Modern washing powders and detergents work just as well at lower temperatures, so unless you’ve got a very dirty load to do, don’t go higher than 30°C. It’ll use around 40% less electricity (saving you about
  • £10 a year).
  • Replace your old dishwasher with a new Energy Saving Recommended model. It’ll use around 20% less energy than a typical old model, produce about 48kg less of CO2 — and will save you about £12 a year.
  • Hang on until your dishwasher or washing machine are full before you hit start — and use the economy cycle too (if you have one). Both will save you energy.
  • Get in the swing of summer with a washing line! When it’s warm outside, peg your clothes out and let the glorious sunshine do the rest. It’ll save you around £15 a year on your electricity bill (and 65kg of CO2) compared to what you would spend tumble drying. Actually, if everyone in the UK with a tumble drier dried their washing outside during the summer, we would save around £180million a year. And we would reduce our CO2 footprint by the same amount as taking 240,000 cars off our roads.

 

Appliances – from kettles to radios


How can I be more energy efficient? Like this:

  • Remember to turn appliances off at the wall instead of leaving them on standby.
  • Look out for the distinctive blue Energy Efficiency Recommended logo when you are buying any new appliance — it means that it’s one of the most efficient in its category, so it will use less power and be cheaper to run.
  • Only boil the amount of water you need in the kettle. If everyone did that, in a year we could save enough electricity to run the UK's street lighting for nearly seven months.

 

Lighting — from bulbs to bedside lamps

The facts

  • In most houses, lighting takes up roughly 20% of the electricity bill.
  • UK homes spend around £2.3 billion every year on electricity to power their lighting.

 

How can I be more energy efficient?

Like this:

  • Fit your home with energy-saving light bulbs — they use up to 80% less electricity than standard bulbs and last around ten times as long.
  • Depending on how long you keep your lights on every day, an energy-saving light bulb can save you around £2.50 per year, or around £6 for brighter bulbs or any you use for more than a few hours a day.
  • By replacing all the old-style bulbs in your home with energy-saving bulbs you could cut around £37 a year off your energy bill and save 135kg of carbon dioxide. Over the lifetime of all the bulbs, this could save you a satisfying £590 on your energy bills and bulb costs — and three tonnes of CO2.

 

Fridges and freezers


The facts

  • Every year, UK homes use around £2 billion worth of electricity on cooling and freezing food and drinks.
  • Fridges and freezers in UK homes use as much electricity in a year as four 700MW power stations produce in that time.


How can I be more energy efficient?

Like this:

If you replace your old fridge freezer with one that has an Energy Saving Recommended mark, it could cut your home’s CO2 emissions by about 140kg a year. That’s because it uses around 60% less energy to do the same job as a typical old model — saving you around £36 a year.

 

A round-up of our top energy saving tips


Here are our favourite ways to start saving energy right away.

 

  • When you boil a kettle, use only as much water as you need.
  • Cover pots and pans when you’re cooking — they’ll boil a lot faster.
  • Defrost your freezer regularly — and don’t put in food that’s still hot.
  • If you’ve only got a small amount of food to heat up, using a microwave rather than a conventional oven could save you energy.
  • Wash your clothes at 30°C — it can be just as effective unless you’ve got a very dirty load.
  • Only run your washing machine or dishwasher with full loads.
  • Avoid tumble drying. Dry clothes outdoors or on indoor dryers (where possible).
  • Turn your central heating down by 1°C as it could cut your heating bills by up to 10%.
  • Turn down your immersion heater by 1°C and you'll save energy (and you probably won’t feel any colder).
  • Replace old light bulbs with energy efficient ones — if every UK home replaced three bulbs, it would save enough energy to power all the UK's street lights.

 

Get in touch


If you have any questions about this guide, please get in touch with our friendly team.

email us: hello@peterboroughenergy.co.uk  

Call us: 0800 408 6706

 


Handy places to find more information

Age UK

www.ageuk.org.uk     0800 169 6565


Citizens Advice

www.citizensadvice.org.uk/index/getadvice/consumer_service.htm 03454 04 05 06 (Monday to Friday 9am to 5pm)
Want a Welsh-speaking adviser? Just call 08454 04 05 05.


Energy Savings Trust

www.energysavingtrust.org.uk     0300 123 1234


Energy Supply Ombudsman

www.energy-ombudsman.org.uk     enquiries@energy-ombudsman.org.uk 0330 440 1624
0330 440 1600 (textphone)
Po Box 966, Warrington, WA4 9DF

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Know your rights

What we promise our customers

Our guaranteed standards of performance


To make sure you can rely on a great level of service from us, Peterborough Energy and our partner OVO Energy are committed to achieving certain guaranteed and overall standards of performance.

Find out more here

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Gas Distribution

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