1. How does Power Flow get paid?
The supplier you sign with pays us a commission. It's built into the price you pay, as an uplift on the unit rate (pence per kWh) and/or the standing charge (pence per day). We don't send you a separate bill. We'll explain the commission before you agree to a contract. See our Fees & Commission page for more.
2. Is there a cost to use Power Flow?
We don't charge you a separate fee. But our service isn't free: our commission is included in the rates you pay the supplier. That means your rates would be different if you went direct. We think it's important you know that. There are no separate fees for any of our services, including energy audits and water bill reviews.
3. How long does switching take?
For a renewal or switch, your new contract normally starts the day after your current one ends, so there's no gap in supply. The supplier's processing usually takes a few weeks, which is why we suggest starting early. Your power and gas won't be switched off during a switch.
4. What is a Letter of Authority (LOA)?
An LOA is a short document you sign. It lets us speak to your supplier for you, for example to get your usage, contract end date and prices. It doesn't sign you up to anything or commit you to switching.
5. Can I switch if I'm still in contract?
Usually you can agree your next contract early, so it starts when your current one ends. Many suppliers let you do this months in advance. Leaving a contract early is different. It often means exit fees. We'll check your terms before suggesting anything.
6. I'm moving into new premises. What should I do?
Get in touch before you move in if you can. Take meter readings on the day you get the keys. If you don't agree a contract, you'll usually be on the existing supplier's deemed rates, which are often expensive. We'll find out who supplies the property, check for any issues on the account and help you get a contract in place. This applies to a change of tenancy or a purchase.
7. What happens if my contract ends and I do nothing?
It depends on your contract. You may move onto out-of-contract rates, which are usually higher. Some contracts roll onto a new fixed term if you don't give notice in time. Check your notice period, or send us your contract and we'll check it for you.
8. Which suppliers do you work with?
We work with leading UK suppliers including E.ON, British Gas, British Gas Lite, Smartest Energy, Yu Energy, Valda Energy, Crown Gas & Power, Drax and Scottish Power. We don't work with every supplier in the market.
9. What do you need from me to get a quote?
A recent bill is the best place to start. It has your MPAN (electricity) or MPRN (gas) and your usage. If you know your contract end date, tell us that too.
10. How do I make a complaint?
Contact us first by phone, email or post, and we'll try to put things right. If we haven't resolved it within 8 weeks, or we tell you we can't resolve it, you can go to the Energy Ombudsman for free. Our membership number is C35POWE28. Full details are on our Complaints page.
11. Do you record calls?
Yes. We record all calls for quality, training and compliance, and to keep an accurate record of what was agreed. Recordings are handled as set out in our Privacy Policy.