Solr business customer faqs
New business customers- faqs
Ofgem has appointed Yü Energy as your new energy supplier. Read our latest FAQs about your move to Yü Energy.
We’ll be regularly updating this page with more FAQs to keep you updated.
We’re delighted that you are joining Yü Energy.
Find out more about what it means for you, what happens next and what you need to do.
We’ll be regularly updating this page with more FAQs to keep you updated.
What is happening?
Your previous supplier has ceased trading. To ensure all customers continue to receive an uninterrupted energy supply, the industry regulator Ofgem has appointed Yü Energy to take over your supply.
Who are Yu Energy?
Yü Energy is a specialist business energy supplier to over 20,000 business locations across the UK. Our customers benefit from a unique multi-utility offer covering electricity, gas and water supply as well as solutions including EV charge points and smart meters. You can choose lower carbon options via our Carbon Neutral Gas and Pure Green Electricity plans. Our multi-utility offer and commitment to customer service, is focused on delivering Yütility Simplicity, helping you to save time and money. As a well-established business energy specialist, part of Yü Group PLC we combine the strength of a PLC business with the customer focus of an independent supplier. We forward hedge our gas and electricity contracts for up to three years to effectively guard against changes in the wholesale cost of energy. With a 4-star Trustpilot rating and three-ring phone pick up to save your valuable time, you’ll be in good hands.
Why were Yü Energy appointed to take over my account?
Ofgem decided that we were the best people for the job. We proved we were able to take over your supply and are committed to bringing you on board. Yü Energy is a strong business with a long-term strategy and ability to ride out the current challenges in the energy industry.
Is my supply safe?
Yes, your supply will continue uninterrupted so there is nothing to worry about.
What do I need to do?
Please make a note or take a picture of your meter reading(s) and keep these somewhere safe. We’ll be requesting them at a later stage.
Do I need to contact you?
No, you don’t need to contact us at this stage. We’ll keep you updated via our FAQs and Updates pages along with emailing you with further information shortly.
How will I be kept updated?
We’ll be sending regular emails to all our new customers, as well as updating our FAQs and Updates web pages.
Can I switch supplier?
Ofgem’s advice is to allow the switch to Yü Energy to be completed before taking any action. It means your account will be switched over smoothly. Whilst we are setting up your new account with us, there will be a period of 2-3 weeks where you won’t be able to switch to another supplier. We’ll let you know when this is completed. After this, we hope you’ll stay with us, we can discuss options for a competitive fixed rate plan to provide security and peace of mind for your energy bills. If however you choose not to stay with us, you can do so without any exit fees
How will you keep me up to date?
You will receive regular communication from Yü Energy via email and SMS throughout the transition, outlining what is happening and what you need to do. We’ll also be updating our webpage regularly about the move process.
What if I don’t want to move to Yü Energy?
Once we start setting up your new account with us, there will be a period of 2-3 weeks where you won’t be able to switch to another supplier. We’ll let you know when this starts.
How can I contact Yü Energy?
Our office hours are 8:30-5:30pm Monday to Friday and 10am-2pm Saturday and Sunday. There are a number of ways to contact us:
I’m a TPI, what does this mean for me?
We’ll be in touch very shortly to provide more details on how we plan to engage with TPI partners.
When will you confirm my new Account details?
Your new Yü Energy account details will be confirmed to you over the next couple of days.
My account is coming up for renewal, what do I need to do?
When your account transfers over to Yü Energy your existing contract finishes, and you will be placed on a new energy plan. Once your switch to Yu Energy is complete, we will be contacting all customers affected to offer new fixed price renewal contracts. If you haven’t heard from us after a week, give us a call to discuss on 0115 697 1168
Can I still access my account online?
You won’t be able to access your old online account now you’ve moved across to Yü Energy. However, we’re working hard to bring you a new online portal soon. In the meantime, if you have any questions about your account you can contact us by calling 0115 697 1168 or emailing firstname.lastname@example.org
I was getting 100% green energy through my previous energy supplier, will I still get the same with Yü Energy?
Our Variable Protect Energy Plan electricity uses a mix of different generation sources, however we do offer 100% Pure Green Electricity and Carbon Neutral Gas plans for fixed contracts. If you would like to switch over to one of our fixed green plans, then you can do so once we complete your switch to Yü Energy. Please speak to our team on email@example.com
Will my prices change?
As your energy supplier has ceased trading, you will move onto a new energy plan. You’ll be able to move over to one of our Fixed Energy plans once we’ve set your account up to help save you money on your energy bills.
We’ll email you in the next few days to let you know more details about your account set up and your energy plan prices. If we don’t have your email address, we’ll send you a letter instead, so please keep an eye on the post over the coming days.
What will happen to my payments?
There is nothing you need to do. If you pay by Direct Debit, we’ll set this up for you and will let you know when this has been completed.
Will I need to set up a new Direct Debit?
To make things as easy as possible for you, we’ll try and transfer your Direct Debit over to us, so please don’t cancel it. If we do need to set up a new Direct Debit, we’ll email to let you know as soon as possible.
When will I get my first bill from Yü Energy?
Your first bill from Yü Energy will be sent to you within the next month, we’ll provide more details in due course.
I’ve received my bill, but I don’t understand it
We’ve put together a handy guide to understanding your bills:
I had outstanding payments with my previous supplier, what happens with the debt?
If you have any outstanding payments, you should keep paying these, or continue with any arrangement you had with your previous supplier to clear the balance. The administrators will be in touch to collect the outstanding amount.
I have a SoLR ETL charge on my bill, what is this?
If you are a half hourly electricity customer, your ETL charge covers this 8-day period where we have to manually calculate your energy usage and standing charge. The kWh usage figures are provided to us by your meter operator.
If you are a gas or non-half hourly electricity customer, your ETL charge covers this 8-day period where we have to manually calculate your standing charge.
For the remainder of the month, your bill will show a breakdown of your standing charge and energy usage.
There is nothing that you need to do, however if you wish to request a statement of account to show the breakdown of your ETL charge, you can do so by contacting our Customer Care team 0115 697 1168 or email firstname.lastname@example.org
I have an outstanding complaint with my previous supplier, how will this be handled?
Due to the Supplier of Last Resort process resulting in your supply moving over to Yü Energy, complaints will not be transferred. If you wish to continue with your complaint, you can contact the ombudsman.
Will my smart meter still work when my supply moves to Yü Energy?
If you have a second generation SMETS2 smart meter, then you don’t need to do anything – we’ll be able to receive your meters from your current smart meter. If you have a first-generation smart meter, then it may revert to non-smart mode when you move to Yü Energy.
We’ll be in touch to let you know how you can request a new smart meter if this is the case. We are installing the latest generation of smart meters – so you won’t have any issues with your meter if you choose to move over to another supplier.
I had a smart meter installation appointment booked in, will this still go ahead?
Please get in touch with us in a couple of weeks and we will arrange another appointment to get a SMETS2 installed