We can confirm that the sale of our business to British Gas has now completed. British Gas will start writing to customers from week commencing 21st September inviting them to move across.

We will be here to continue supporting our customers and to make that journey as seamless as possible.

Robin Hood Energy sale to British Gas

We recently announced that British Gas has purchased our business. It means that over the next few weeks and months, all of our customers, including those that we serve through our White Label partners will be moved across to British Gas.

We’ve chosen British Gas as the new home for our customers because they’ve promised to look after you and to match or beat the price of your current tariff with us – it means you’ll continue to get a great deal from a supplier you can trust.

We appreciate you will have questions about what happens next so hopefully, we've got answers to all of your questions below.


Contents

  1. Most common questions
  2. More about the sale
  3. Payments and bills
  4. Tariffs (inc. Feed In Tariffs)
  5. Your Robin Hood Energy Account
  6. Meters
  7. Pay As You Go
  8. Renewals and changing energy supplier
  9. Contacting British Gas
  10. Business customers


Most common questions

1. Will my fixed prices change?

A. If you are on a fixed price tariff then your prices will either stay the same or reduce when you move over to British Gas. The name of your tariff might change and you'll need to agree new terms and conditions but you won't pay more than you do today and the length of your current fixed deal will remain the same.

More questions about payments and bills >

2. Do I need to cancel my Direct Debit?

A. No, you don't need to change anything. The amount you pay and the date you pay will stay the same and British Gas will automatically transfer your Direct Debit across to your new account. The only difference will be that British Gas will appear on your bank statements.

More questions about payments and bills >


3. What will happen to the balance on my account?

A. Whether you’re in credit or debit, your entire balance will transfer over to your new British Gas account.

More questions about payments and bills >

4. What will happen to the credit on my Pay As You Go meter?

A. For Smart PAYG customers: If you are a smart Pay As You Go customer then any credit on your gas or electricity meter will be transferred to your new British Gas account when you move over.

A. Traditional PAYG customers: If you don’t have a smart Pay As You Go meter then it’s important you use up any credit you’ve added to your meter with your Robin Hood Energy key or card before you use your new British Gas Key or card. When you insert your British Gas key or card any credit on the meter will be cleared. British Gas will also explain this in your welcome pack.

More questions about Pay As You Go >


5. Will I lose my supply of gas or electricity during the transfer?

A. No. Your energy supply will continue as usual and remain entirely uninterrupted during your transfer.

More questions about the sale >


6. . When will the transfer take place?

A.
The transfer of customers to British Gas will start from the middle of September. Before your account is transferred, British Gas will write to you and explain what is happening and what, if anything, you need to do.

More questions about the sale >

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More about the sale

1. What is happening?

A. British Gas is in the final stages of purchasing Robin Hood Energy. The purchase is expected to be completed mid-September and at that point customers will begin to be transferred to British Gas.


2. Does this affect the White Labels Robin Hood Energy is the supply license partner for?

A. Yes. British Gas will supply all Angelic Energy, Beam Energy, CitizEn Energy, Ebico, Fosse Energy, Great North Energy, The Leccy, RAM Energy, Southend Energy, White Rose Energy, and Your Energy Sussex customers once the deal has completed.


3. Is this just Residential customers or Business customers too?

A. All of our residential and business customers will be transferred to British Gas as part of the sale.


4.
Do I need to do anything?

A. No, you don't need to do anything. For now, it's business as usual and we'll let you know if anything changes.


5. When will the transfer take place?

A. The transfer of customers to British Gas will start from the middle of September. Before your account is transferred, British Gas will write to you and explain what is happening and what, if anything, you need to do.


6. What benefits will I get by transferring to British Gas?

A. We’ve chosen British Gas because they’ve promised to look after our customers and to match or beat your current tariff with us – it means you’ll get a great deal from a supplier you can trust. Plus as a British Gas customer, you’ll also get a range of other benefits. These include:

  • Regular rewards – tempting treats, prize draws and more – just for being a British Gas customer
  • Outstanding engineers – with the most in-depth training in the business
  • 24/7 access – manage your energy and repairs in-app or online anytime
  • Green goals – renewable energy and smart tech to shrink your carbon footprint

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Payments and bills

1. Do I need to cancel my Direct Debit?

A. No, you don't need to change anything. The amount you pay and the date you pay will stay the same. British Gas will automatically transfer it across to your new account. The only difference will be that British Gas will appear on your statements.

2. I pay by Standing Order, what do I do?

A. If you pay your energy bills by standing order. Then when you transfer to British Gas you'll need to contact them and set up a new standing order. Don't cancel your Robin Hood Energy standing order until you have moved to British Gas.


3. I have received a bill, who do I pay and when is payment due?

A. Please pay any bills you receive from Robin Hood Energy or its other brands in the usual way. Once your account has moved across to British Gas, bills will be sent by them, and you’ll need to pay them. If you currently pay by Direct Debit, you don’t need to do anything different. The Direct Debit you set up will transfer to your new British Gas account.


4. Will I get a final bill from Robin Hood Energy?

A. Yes. Once your transfer to British Gas is complete, we'll send you a final statement for the energy you have used up to that date. This amount will be added to your new British Gas account and you simply pay British Gas for that energy rather than Robin Hood Energy.


5. I have now switched to British Gas, when will I get my final bill?

A. For credit customers paying by monthly Direct Debit

If you pay by monthly Direct Debit, you will receive a final bill or statement up to 6 weeks after your switch to British Gas.

If your account is in credit, this will be transferred to your new account. If your account is in debit, this balance will also be transferred to your new British Gas account and will not be collected by us.

A. For credit customers who pay on receipt of bill

If you pay off your bills when you get them then you will receive a final bill or statement up to 6 weeks after your switch to British Gas.

If there is credit on your account that will be transferred to your British Gas account, any outstanding balance will need to be paid within 14 days.

A. for Pay as you go customers

If you have a traditional prepay meter you will not receive a final bill and you can use up any existing credit on the meter before you use your new British Gas key/card

If you have a SMART prepay meter, as British Gas do not support SECURE meters, your meter will be put into credit mode and will lose its SMART functionality. Any credit or debit that is on your meter at midnight on the date of your switch will be transferred to your British Gas account. You will not receive a final bill.

It will take 1 working day for your final balance to be transferred once your final bill has been produced


6.
I'm on a variable priced tariff. Will the price change?

A. If you are on a variable tariff, British Gas will match or beat your existing tariff. But it’s also worth remembering that variable tariffs change in line with the energy price cap set by Ofgem, the industry regulator. The latest review of the price cap comes into effect on 1st October 2020 and will see prices decrease for customers on a variable tariff.


7. I have debt on my account, what will happen to that?

A. If you have debt on your account with us then you will need to pay that as normal. When you transfer to British Gas your debt balance will move across with you.

If you wanted to leave us, then as normal, you may need to settle the debt on your account before you can move.


8. I'm on a repayment plan. Will that stay the same?

A. Yes. If you're on a repayment plan, that won't change.

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Tariffs

1. Will my tariff name stay the same?

A. British Gas will explain what your tariff name will be when they send your welcome pack. If you're on a fixed price deal and the product name does change, British Gas have agreed that your prices will either remain the same or be reduced.

2. Will British Gas still supply me with 100% renewable electricity?

A. Yes. 100% of the electricity you use on British Gas tariffs is matched with renewable electricity by buying Guarantees of Origin certificates (GoOs) or Renewable Energy Guarantee of Origins certificates (REGOs) or both.


FAQs for our Feed In Tariff customers (FIT)

Feed in tariffs are for customers that generate energy through Solar Voltaic or other means. If you don't generate the energy you can disregard these FAQs and your energy supply will be transferred automatically.


3. I have a feed-in tariff. Will I still receive payment for the energy I generate?

A. As part of the sale we will be leaving the Feed-In-Tariff scheme and you will need to find a new FIT licensee.

4. How do I switch my FIT licensee?

A. Unlike your energy supply, we can't automatically transfer your FIT installation to British Gas. You can either complete the form available here and send it to feedintariff@britishgas.co.uk or choose from the list of other FIT licensees here.


5. Do I have to switch to British Gas to continue to receive my FIT payments?

A. You do not have to switch to British Gas and can contact any FIT Licensee of your choice. Not all electricity suppliers are FIT Licensees. A list of current FIT Licensees and how to contact them is available here.

Voluntary FIT Licensees are not required to agree to FIT terms if they do not also supply the electricity supply of the site where the installation is located but may choose to do so. British Gas is a Mandatory FIT Licensee.


6. How long will switching my FIT licensee take?

A. Your switch should be complete within a few weeks. British Gas will confirm once your switch has been successful. You may be asked to provide an initial generation and/or export meter reading upon transfer.


7. What happens if I don’t switch my FIT supply away from Robin Hood Energy?
A.
We will no longer be able to make FIT payments to you after we leave the market. Your generation will not be automatically switched to British Gas or another FIT Licensee. It is your responsibility to select and agree FIT terms with a new FIT Licensee.

If you are still with Robin Hood Energy when we leave the market, you may not receive any FIT payments for generation and/or export until you switch to another FIT Licensee. Your FIT payments will then be calculated from the date of your switch, and paid as per your new payment terms.


8. My next payment is due soon from Robin Hood Energy. Will this still be paid if I don’t switch?

A. Yes, we will continue to make any payments in full until you switch to a new FIT Licensee or we cease to participate in the FIT scheme.


9. What if I switch after or before my next quarterly payment is due?

A. If you switch before the next quarterly payment is due, we will ask for a generation and/or export meter reading to calculate your payment.

If you switch after the next quarterly payment is due, you will receive the quarterly payment as usual, plus an additional payment to account for any generation and/or export that has occurred between the date of the meter readings used to calculate your quarterly payment and your switch date.

We may make a single consolidated payment if your switch date is shortly after the quarterly payment is due, which may result in a slight delay to your payment being made.


10. Will this affect the generation and/or export tariff rates that I receive?

A. No, tariff rates are set by the Government and must be consistent for all FIT Licensees.

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Your Robin Hood Energy Account

1. Will my terms and conditions remain the same?

A. British Gas will be writing to all customers to outline how the transfer will affect them. Your prices will either stay the same or come down, but you’ll move onto new terms and conditions. They'll explain all of this in their welcome packs to you.


2. Will my account number change?

A. Yes. British Gas will let you know what your new account number is in the welcome pack once you have transferred.


3. Will the online account I use change?

A. Eventually yes. As part of the transfer, you’ll need to set up a new online account with British Gas. They will let you know when and how to do this as part of the transfer.


4. Will the App I use change?

A. Eventually yes. If you use our App today then as part of the transfer you'll be able to download and activate the British Gas App. They will let you know when and how to do this as part of the transfer.


5. I get communication in large print or braille, what will happen to that?

A. That will continue. We'll tell British Gas how our customers currently receive their bills.


6. What about Warm Home Discount – will that stay the same?

A. Yes. British Gas offer the Warm Home Discount to both the Core and Broader group and when you transfer across we'll write to you and ask your permission to transfer your details, so British Gas can make your payment in December as planned

The payment this year will only be for the Core Group that you would have received from Robin Hood Energy. If your eligible for the Broader group you'll need to apply on the British Gas website, using your new electricity customer number. You can do this here.


7. I'm on the Priority Service Register (PSR), what will happen about that?

A. We'll inform British Gas which of our customers are currently on our PSR. They may need to confirm some details of this with but that will be done as part of your transfer.

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Meters

1. Will I need to change my meter?

A. No. You don’t need to change your meter to transfer to British Gas.


2. What will happen to my Smart meter?

A. It is likely you will lose your smart meter capability when you transfer. If you want to would like a British Gas smart meter fitted, you can arrange this once they supply you and there may be a charge for this.


3. I have a Smart Pay As You Go meter, what will happen to that?

A. If you have a Smart Pay As You Go meter then your meter will go into credit mode during the transfer. Once you have transferred, British Gas will contact you about either reverting back to prepayment or remaining on a credit account.

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    Pay As You Go

    1. Will my Robin Hood Energy top-up key or card work when I transfer to British Gas?

    A. Your Robin Hood Energy card will work for as long as you remain a customer of ours. Once you have switched to British Gas, as part of that transfer they will send you a new key or card.


    2. Will I be able to top up at the same places as usual?

    A. You can top up your British Gas key or card at any Payzone location or Post Office.


    3. What will happen to the credit on my Pay As You Go meter?

    A. For Smart PAYG customers: If you are a smart Pay As You Go customer then any credit on your gas or electricity meter will be transferred to your new British Gas account when you move over.

    A. Traditional PAYG customers: If you don’t have a smart Pay As You Go meter then it’s important you use up any credit you’ve added to your meter with your Robin Hood Energy key or card before you use your new British Gas Key or card. When you insert your British Gas key or card any credit on the meter will be cleared. British Gas will also explain this in your welcome pack.


    4.
    What if I have a Smart Pay As You Go meter?

    A. If you have a Smart Pay As You Go meter then your meter will go into credit mode during the transfer. Once you have transferred, British Gas will contact you about either reverting back to prepayment or remaining on a credit account.

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    Renewals and changing energy supplier

    1. My fixed price tariff is coming to an end soon. What will happen after that?

    A. If you have agreed to a new tariff with us, then you will be offered a tariff price by British Gas which is either the same or better than the one you have already accepted. You will however need to accept new terms and conditions.

    If you haven’t received your renewal notice yet, British Gas will contact you about this and offer you a renewal price.


    2. I've already started switching to a supplier that isn’t British Gas. Will this switch go ahead?

    A. Yes, this will continue as planned.


    3. Will I be able to leave without exit fees?

    A. Yes. If you’re on a fixed contract, you can leave without paying an exit fee, but British Gas have promised to look after our customers and to match or beat your current tariff with us. As a British Gas customer you’ll also get a range of other benefits. These include:

    • Regular rewards – tempting treats, prize draws and more – just for being a British Gas customer
    • Outstanding engineers – with the most in-depth training in the business
    • 24/7 access – manage your energy and repairs in-app or online anytime
    • Green goals – renewable energy and smart tech to shrink your carbon footprint


    4. I'm moving home; what should I do?

    A. Simply notify us as normal.

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    Contacting British Gas

    1. How do I contact British Gas?

    A. Once your British Gas account is live, you will receive all the details you need to contact them. Until then, please contact us in the usual way.


    2. What do I do if there is an emergency with my energy supply once I’ve transferred to British Gas?

    A. If you smell Gas you should call the free Gas Emergency Services helpline straight away on their free 24-helpline: 0800 111 999.

    British Gas also have an emergency help page.

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    Business Customers

    1. Will I lose my gas or electricity supply?

    A. No, we’ll make sure your energy supply continues as normal without any interruptions


    2. Will I stay on the same tariff?

    A. Yes. You'll remain on the same price and terms and conditions as you were previously on.


    3. I'm on out of contract rates. Will the prices change?

    A. If you are on a variable tariff, your prices could change either up or down. British Gas will tell you about this when you receive your welcome pack from them.


    4. How do I set up a Direct Debit with British Gas?

    A. We’ll just automatically move your payment details over to us and you won’t have to do anything.


    5. What happens to the credit on my Robin Hood Energy account?

    A. We’ll transfer any existing credit to British Gas as part of your transfer.


    6. What happens if I have outstanding payments or debt on my account?

    A. Any debt you have with us will be transferred over to British Gas. They will work with your business to manage accordingly.


    7. Can I move to another supplier before completing the transfer to British Gas?

    A. We recommend that you wait until your British Gas account is set up before you consider switching to another supplier. That’s because if you switch before then, any refund you may be owed from us could take longer to reach you. Don’t worry, Britsh Gas will let you know as soon as they’ve finished setting up your account – this usually takes around two weeks.


    8. I've just moved business, what should I do?

    A. Simply contact us as normal with your old and new addresses


    9. My fixed price tariff is coming to an end soon. What will happen after that?

    A. We're working with British Gas on this point. If you have agreed to a new tariff with us, this will be transferred over to British Gas. If you haven’t received your renewal notice yet, British Gas will contact you about this and offer you a renewal price.


    10. I've already started switching to British Gas. Will this still go ahead?

    A. This will continue as planned.


    11. Why did you choose British Gas?

    A. We chose British Gas because they have promised to look after our customers and honour the prices that you are currently paying with us. You'll also get a range of other benefits including:

    • More than energy – They offer boiler services, gas safety checks and commercial plumbing & drainage contracts to give you peace of mind, allowing you to focus on running your business.
    • A brand you can trust – They are trusted by more businesses than any other energy supplier. This means they can use their experience to help drive and deliver value for our customers, and if you ever have a problem their UK based team are here to help.
    • Respecting your time – Customers can have an online account so you can do more at a time to suit you, including making payments, viewing bills and submitting meter reads.
    • Driving a low carbon agenda – As a leader for Future Net Zero they support our customers to reduce their carbon footprint through energy efficiency products and initiatives such as EV workplace charging.

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