A guide to reconnecting your business energy supply.

Running a small or medium sized enterprise (SME)? If your energy supply has been disconnected, we're here to help you with the SME energy reconnection process. This simple guide takes you through the process step by step, answering your most pressing questions along the way.

Understanding business energy disconnections.

First, let’s look into some common reasons why your business energy supply might get disconnected in the first place. We’ll also look into what different meters mean for your reconnection process.

Why do business energy disconnections happen?

Business energy disconnections can happen for a few different reasons and it’s important to know which situation applies to you. Your business energy might be disconnected if:

You miss a bill payment and it remains outstanding with no plans for repayment.
There’s a safety issue, like tampering with the meter or emergency shut offs (this is a rare situation).

Business meter types and access considerations.

The type of energy meter you have can impact how we reconnect your supply. Most businesses have either half hourly or non half hourly meters.

At the moment, we'll need to arrange for an engineer to visit your site so that we can reconnect your supply. However, in the future, if you have a smart business meter, we may be able to reconnect your supply remotely, depending on the configuration.

Regardless of your meter type, it's crucial that our engineers can safely access the meter and all associated equipment. We can't carry out any work without clear, unhindered access. If you have a smart meter, you can also check the display for any error codes.

Reconnecting your business energy supply after a missed payment.

If your business energy supply has been disconnected, don't worry, we can help reconnect you. However, there are a few steps we’ll need to take first. Here's what you need to know.

Settle outstanding account balances.

Before we can book your reconnection appointment, you'll need to settle any outstanding balances on your business account. This includes the full amount of any unpaid invoices and any additional fees associated with the disconnection of the supply.

Pay your security deposit.

Also, in line with Ofgem guidance, we may need a security deposit equivalent to three months of your average usage to be paid.

Once these payments have been cleared, we can move forward and get a reconnection booked for you. For more information on dealing with business energy bills, you can also check out Citizens Advice.

What happens to your security deposit after a disconnection?

When it comes to your security deposit, you want to know it’s in safe hands. So, here's an honest explanation of what happens to your security deposits after a disconnection.

On Ofgem's recommendation, we now only charge a 3 month security deposit for reconnection after a disconnection happens due to non payment. Great news for our customers!

As a result, all business reconnections and security deposits are now handled by our dedicated SME Credit team. They're on standby to help manage your payments and even schedule an engineer visit if it's needed. Going forward, you’ll need to contact this team before arranging any reconnections.

Useful information about the security deposit process.

Before the security deposit is taken and the meter reconnection is booked, you’ll need to pay the balance and any additional fees associated with the disconnection of the supply. Your security deposit will be reviewed after 12 months. Then, you’ll either get a refund or it’ll be added to your energy account to cover any arrears.

We may hold onto your security deposit if the terms aren’t met. If the account becomes final (aka, your account has closed) and you notify us, we may be able to credit your deposit back sooner.

Reconnecting the energy supply at your business premises.

The reconnection process can vary depending on your meter and the cause of the disconnection. Next, we’ll explain how to prepare for your reconnection.

An on-site engineer visit will almost always need to happen and someone with authorised access to your premises must be present for this visit.

Preparing for the engineer’s visit.

When the engineer is visiting your place of business, to ensure your reconnection goes smoothly, help us by preparing for the visit in the following ways:

Ensure the engineer has safe, unrestricted access to the meter location.
If there are any special instructions, make sure you tell us in advance (for example, parking information and security ID requirements).
Finally, make sure you or an appointed representative can liaise with the engineer on the day.

What questions will we ask you?

Finally, there are several questions we’re likely to ask to get you reconnected swiftly. It’s good to get a head start, so let’s take a look at what they are:

Where is the meter/meters located: (Are there any obstructions?)
Do we need a ladder to access the meter? (Height of the meter, if it's above 8ft)
Location of the boiler and flue:
Best contact number:
Who will be in the property and are they over 18?
Are there any new vulnerabilities we need to be aware of?
Is there parking access, where can the engineer park? (Do they need a permit?)
Are there any animals at the property? If so, please put them away for the appointment.
Is there gated access?
Does anyone in the property have Covid-19 symptoms?
What days in the week are best for you and would you prefer: AM (8-12) or PM (12-4)?
Are you happy for us to turn off the supply for a minimum of an hour per fuel?
Do you require the technician to confirm a passphrase of your choosing or to have the tech show their ID?
How often would you like us to capture your readings? (Monthly, daily or half hourly?)

How to avoid reconnection delays.

We know you want to avoid delays, so getting your business up and running again is our priority. These are a few things to watch out for that can cause delays in the reconnection process:

Incomplete payments.

One of the most common reasons for delays are incomplete payments or deposits. We can only book a reconnection once all outstanding amounts are paid.

Unable to access the premises.

Another frequent cause is a lack of site access at the agreed time, which means the engineer can't complete the work.

Risks to safety.

Safety risks, such as damaged infrastructure, can block the process. Learn more about who to contact when there’s an electricity or gas safety risk.

SME Credit Team confirmation.

Finally, you’ll need to ensure you’ve received confirmation from our SME Credit Team, so we know all the requirements have been met.

Support and resources.

We’re always here to help. So, if you’re having trouble, get in touch. You should contact us if you have issues reconciling your account balance, if your reconnection is taking longer than expected, or if you've received communication about an upcoming engineer visit and have questions.

If we’re unable to support you.

On occasions when we’re unable to support you, please get in touch with either of the following:

Step Change (Sole Trader) Call: 0800 138 1111

Business Debt Line (Micro LTD) Call: 0800 197 6026

Your next steps.

Ready to take those nexts steps in the process? Discover the best option for you and your business.

Reconnect your business energy supply.

We’ll do everything we can to get you back up and running quickly. Call our dedicated SME Credit Team today on 0808 501 5407 to get the process started.

Set up a new business energy connection.

You’ll need a new business energy connection if you're moving into a newly built premises or one that's never had an energy supply before. It'll include a new meter and supply point. Learn how to set up a new connection.