We’re delighted that new domestic customers 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 leading independent energy supplier to over 20,000 locations across the UK. You’re in safe hands; as a well-established energy supplier, part of Yü Group PLC, we combine the strength of a PLC business combined with the customer focus of an independent supplier. With a 4-star Trustpilot rating, friendly, experienced team and three-ring phone pick up, 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 the 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.
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?
Ofgem’s advice is to allow the switch to Yü Energy to be completed before moving to another supplier. It means your account will be switched over smoothly and any credit balances with your previous supplier will be honoured by us. 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, but if you do want to switch to another supplier, you can do so without any exit fees.
Will there be any disruption to my energy supply?
No. There’s nothing to worry about, your energy supply will continue uninterrupted ensuring your business can continue to operate as normal.
How can I contact Yü Energy?
If you do need to contact us, 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:
- You can call us 0115 671 5888
- Email us at firstname.lastname@example.org
- Speak to us on Live Chat
What do I do if there is an emergency?
If you have a power cut, please contact 105 to be put through to your local distributor.
If you can smell gas or have a gas leak, please contact the 24hr National Gas Emergency hotline on 0800 111 999. For more information on Emergencies please visit our web page.
When will you confirm my new Account details?
Your new Yü Energy account details will be confirmed to you over the next few 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 will finish and you will be placed on our new energy plan. You can find out more about the Principal Terms of this energy plan here.
Can I still access my account online?
You won’t be able to access your old online account now you’re moving 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 671 5888 or emailing email@example.com
How do I get independent advice on what’s happened?
My Prices and Tariffs
Will my prices change?
You will move onto our Protect Domestic Energy Plan. As a result your rates will stay within Ofgem’s domestic energy price cap which is fixed until 31 March 2022.
We’ll email you within the next few days to provide more information about your account and the rates for your Protect Domestic Energy Plan. 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.
In the meantime, you can view the prices here: Protect Domestic & Prepay Energy Plans
You can find out more about the Principal Terms of this energy plan here.
Am I able to move onto a different contract?
The Protect Domestic Energy plan that you are currently on ensures that your energy bills are within Ofgem’s domestic energy price cap. At the current time, we are the only offering the Protect plan due to wholesale energy market conditions making fixed priced tariffs too high.
As a residential customer, do my deemed rates exceed the Ofgem price cap?
The rates are set in line with the Ofgem price cap based on a medium usage customer.
We’ve set the rates slightly below the cap price and these were reviewed by Ofgem prior to taking over the new domestic customers.
My Bills and Payments
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?
We’ll confirm when you will receive your first bill from us 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’m in credit with my previous supplier, will I get my money back?
If you had a credit balance with my previous supplier, we’ll protect it. You might not see this on your account straight away, but we’ll be in touch over the next few weeks to update you about this.
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’m a Pre-Payment customer, what do I do?
If you have a pre-payment meter, please contact us directly.
Do you offer a Warms Home Discount?
Unfortunately, we don’t currently offer the Warm Homes Discount, however if you are eligible for the payment there are suppliers who offer this.
If you are on Pensions Credit on the 4th July 2021 and you are with a supplier offering the core group Warm Homes Discount you will receive your payment through them.
I’m struggling to pay my bills, what do I do?
We understand that rising bills are going to be tough for many households, especially as we move into winter. If you’re affected, please get in touch with us to see how we can help on 0115 671 5888.
I have an outstanding complaint with my previous supplier, how will this be handled?
Due to the Supplier of Last Resort process that is moving your supply 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.
Any further questions?
You can contact our team if you have any more questions:
Call us on 0115 671 5888
Speak to us on Live Chat