If you've received a bill from another supplier, it's likely that we haven’t been able to complete your energy switch. This usually happens because your current supplier has objected to the switch. Until this objection is resolved, your energy supply will remain with them.
We’ll contact you if we’re unable to proceed with your switch.
Your current supplier may not share the reason for the objection with us due to data protection laws, but the most common reasons include:
1. Objection due to Outstanding Debt
If the objection is because of unpaid debt, here’s what you can do:
Contact your current supplier directly to confirm the debt and whether it belongs to you or a previous occupant. - If you do not know who the current supplier is we can find this for you on the national database.
Resolve the debt with your supplier as soon as possible.
Once the debt is cleared, your supplier can remove the objection, and we can restart your switch.
2. Objection due to Unclear or Incorrect Address
This typically means there’s a mismatch between your property address and the national energy meter database (MPAN/MPRN).
🔌 MPAN (Meter Point Administration Number)
Used for: Electricity
Purpose: It uniquely identifies an electricity supply point.
Length: Typically 21 digits.
Where it's found: On your electricity bill, usually under "Supply Number."
Breakdown: It includes:
A core 13-digit reference used by energy suppliers.
An additional 8-digit top line for distribution use.
Why it matters: MPANs are essential for switching suppliers, resolving meter issues, and tracking usage.
🔥 MPRN (Meter Point Reference Number)
Used for: Gas
Purpose: It uniquely identifies a gas supply point.
Length: Typically 6 to 10 digits.
Where it's found: On your gas bill.
Why it matters: Just like MPANs, MPRNs are used when switching suppliers, checking connections, or managing account setups.
To help us fix this:
Take a clear photo of your electricity and/or gas meter, making sure:
The serial number is visible
The full meter face is captured
Send the photo to us, and we’ll verify it against national records to ensure we’re switching the correct supply.
Tip: It's best to take the photo in good lighting to make sure all details are readable.
What Happens During This Time?
While the switch is on hold:
You’ll continue to be charged by your current supplier for any energy used.
We won’t charge you for energy until your supply is successfully switched to us.
Note: Once the switch is complete, your bill from your previous supplier may include all energy used during the objection period